Converse Apps lets the user configure templates to run a text messaging flow. The user configures the templates depending on the objects that are associated with the Converse application. The user uses readymade templates to create Converse Apps for different types of campaigns such as Drip Campaign, Surveys, Double-Opt-In(s), Event Reminders, and other types.

Converse Apps are automation templates that can be configured once and used multiple times using Salesforce automation like Workflows, and Flows.

The Converse Apps dashboard displays the apps created that are based on the objects configured to the application.

Prerequisites

Before using Converse Apps, the following prerequisites need to be completed:

• SMS-Magic version is 1.50 or higher
• Configure the Objects to associate with the app

Along with the Converse Desk, the Converse App helps the Campaign Manager to enable teams to run campaigns using templates (or apps). The Converse App Dashboard is as follows:

App Detail Page

You can expand Individual apps displayed on the Dashboard to view its details. The App details page is as follows:

The App details page provides you with the following information:

The App detail page enables you to perform the following actions:

To Create a New App:

1. In the SMS-Magic Converse application, click on the Converse Apps tab.

2. Click Create New App.

3. Enter a name in the App Name field.

4. Enter a short description of the app in the App Description text box. This is optional.

5. Select an object from the Object list.

6. Click Create.

You can send conversation messages from the Converse Desk as well as from your record detail thus establishing one to one conversation with your customers. You can send single SMS or bulk messages to multiple users as part of a bulk SMS campaign. Messages, once created, may be sent at a time and frequency that is suitable for your business need. Therefore, you can schedule messages accordingly.

Here are the prerequisites to trigger any SMS:

• Make sure your admin has configured objects on which you want to trigger SMS.
• Make sure you have required permission sets and custom settings.
• Mandatory inputs to trigger any SMS are the recipient’s phone number, your sender ID, and text message ( text/media/templates).

You can send Single and Bulk SMS from the following sources:

• Sending Message from Converse Desk – You can send new messages or reply to older messages from the Converse Desk. All messages you send will be available under the Sent folder under your Global Filter. Responses to those messages will be available in your Inbox. The My Inbox list will display all messages for which you are the conversation owner. All other conversations belonging to your organization will be available in the relevant Object folders.
• Sending Message from Record Details – You can also send a message from the object record details. The Send SMS button should be enabled for the object record.
• Sending Bulk Messages – You can run a campaign or send SMS messages to multiple recipients at a time. To start a bulk SMS distribution, you need to prepare a list of recipients, specify the Sender ID, and choose the SMS template. You can also schedule a bulk SMS to be sent at a specific time.
• Send Messages from Converse Inbox – You can also send messages from Converse Inbox displayed on the utility bar of the Home page.
• Send Messages from Converse Inbox on Record Page – You can also send messages from the object record page. All messages sent will be part of an existing conversation that the object is involved in. You can also perform various CRM actions on that conversation.
• Scheduling Bulk Messages – You can define a schedule for sending out a bulk SMS to the selected recipients at a time and day appropriate for your business. You can configure SMS to be sent out once or on a recurring frequency.

A Conversation is a thread of messages between customers and agents. It is important to track these messages in order to monitor and streamline the CRM journey of your business.

The Converse Desk provides you with an intuitive, easy-to-use interface. It features a familiar Inbox style, making it simple for users to begin messaging with little or no training. The Converse Desk also features intelligence that guides users to effectively manage and respond to any volume of messaging conversations.

You can interact with Converse Desks from a variety of devices. You can use it as a standalone, embed the Desk in Salesforce records, or manage conversations in your Salesforce1 mobile app. All conversations are stored in Salesforce and updated across devices as you continue any conversation.

The new Converse Desk is also customized to display details as per your user profile.  It can be configured to display the layout or information as per your profile preferences.

The Converse Desk intelligently helps you quickly find and respond to conversations. You can do the following:

• Filter conversations by standard or custom Salesforce objects.
• Review a complete Conversation History, from lead to prospect to contact.
• Sort their Inbox to find specific conversation types or a single conversation.
• Check related conversations, so they have all the information they need.

The Global Search field helps you filter all the conversations available within Converse Desk to find a specific conversation. You can type in a minimum of three letters or any three digits of a record’s phone number in the field to display possible matches to choose from.

To Search Conversations in Converse Desk:

1. Log in to the SMS-Magic Converse.
2. Click the Converse Desk tab.
3. Type the first three letters or any three digits of the phone number in the Search field.
4. Select from the displayed results.
5. The conversation list view displays possible matches.

Click to refresh the Converse Desk view and check new incoming messages.

You can view all conversations under specific categories. These are known as Global Filters. Conversations are grouped in the form of lists within the global filters. On selecting a specific folder, you can view the relevant lists it comprises. You can also search within these lists to view specific conversations.

Log in to the Salesforce.com. The Salesforce home page appears.

1. Click. The App Launcher pop-up window appears.
2. Click SMS-Magic Converse. The SMS-Magic Converse home page appears.
3. Click Converse Desk. The Converse Desk Home page appears.
4. Click any of the global filters. The relevant list view it comprises appears.
5. If you click any object, the list view appears.
6. Click a list view. The relevant conversations grouped under that list appears.
7. Click a list view. The relevant conversations grouped under that list appears.

Using the Action Key generated for each message in a message flow, you can trigger further messages from a Process Builder. The triggering of the messages is based on certain criteria and conditions.

What is an Action Key?

For each message created in the message flow a unique Action Key is generated. The action key is necessary to trigger messages from the Process Builder. The action key appears as shown.

1. On the Converse Desk, select a filter to view conversation lists. The list of conversations appears.



2. Click on a conversation row marked as new and then click Mark as Read on the drop-down menu that appears. A selected check box appears next to the conversation.
If the conversation has already been read but you wish to reopen it for further resolution, then you can mark it as unread. The drop-down menu for all such conversations displays Mark as Unread.



3. Select all conversations that you want to mark as read or unread. The Confirm Selection pop-up window appears.



4. Click Confirm. The following scenarios occur:
   • If you mark conversations as read, they will no longer be highlighted as New and are moved out of the Unread folder.
   • If you mark conversations as unread, the selected conversations are highlighted in the list view as New and can be viewed under the Unread folder.

1. 1. Search for the message to which you want to send a reply.

1. 1. Click the message. The message reply pane appears displaying all the related conversations.

Click next to the contact name and then click Show All Messages Sent/Received, To/From from the drop-down menu that appears. The reply pane will display all the relevant messages belonging to the selected contact. You can click Reset to revert to the default view.

1. 1. Review the message trail, and type a reply.

Fields	Description
	Click to execute CRM actions on a record. You can do the following: View Contacts Edit Contacts Create New Task Create an Opportunity Create an Event Create a Case CRM Actions that are made available to you may vary depending on your organizational requirements and the configurations made by your Administrator.
	Click to select from any of the following actions: Assign Conversations – Click to assign a conversation to another user. Refer to section on Assign Conversations for more details. Close Conversations – Click to close a conversation. Related Conversation – Click to view all the related conversations.
	Click to expand the conversation thread details and view it as a separate thread.
	Click to close the message reply panel.

1. 1. Click Send.

You have succesfully replied to the message.

1. On the Salesforce Home page, click . The App Launcher page appears.



2. Click the object name. The object record list appears.



Under Contacts click and then select All Contacts from the drop-down menu to view the complete contact record list.
3. Click a record name. The Record details appear.



4. Under Contact Details, click . The drop-down menu appears.



5. Click Send SMS. The Send SMS window appears.



6. Enter the following details:
• Sender ID
• Message Template
• Message Text
7. If you do not wish to select a template, type your own message.
8. Click Send.
You can also schedule your message. Refer to the section on Schedule Messages for more detail.

1. Search Conversations using Global or Conversation Filters. The conversation message list appears.
2. Click the contact name of the conversation recipient. The conversation reply panel appears on the right hand side of the screen.



Click next to the contact name and then click Show All Messages Sent/Received, To/From from the drop-down menu that appears. The reply pane will display all the relevant messages belonging to the selected contact. You can click Reset to revert to the default view.

3. Click the icons on the top right of the reply panel to perform the following tasks:

Icon	Description
	Click to get a detailed view of a conversation.
	Click to do the following: Assign a conversation to another user. For more details, refer to the section on Assign Conversations. View related conversations Close a conversation
	Click to execute CRM actions on a record. You can do the following: View contacts Edit Contacts Create new task Create an opportunity Create an event Create a Case CRM Actions that are made available to you may vary depending on your organizational requirements and the configurations made by your Administrator.

1. Search Conversation using Global or Conversation Filters. The conversation message list appears.
2. Click the contact name of the conversation recipient. The conversation reply panel appears on the right of the screen.



The Converse Desk message reply panel displays the last used phone number and Sender ID details for a contact or lead, based on the last message sent.

Click next to the contact name and then click Show All Messages Sent/Received, To/From from the drop-down menu that appears. The reply pane will display all the relevant messages belonging to the selected contact. You can click Reset to revert to the default view.

3. To view contact details, do one of the following:
   • Click next to the contact name on the message reply panel and then click the View Details of from the drop-down menu that appears. The record details will appear as a separate tab within the Converse Desk.
     
   • You can also click and then click View Contact. The Salesforce record appears in a separate browser window.

   

The Converse Home provides you with an overview of your messaging activities and subscription plan details. It gives you a snapshot of all your message notifications and allows you to send a reply to those messages. You can also access the Converse Desk from here to avail all its other features.

The Converse Home also comprises the dashboard that displays the count of the outgoing and incoming message and all active and new conversations. The Key number section in the Converse Home helps you get a glimpse of pending replies and all messages sent and received. The Converse Home also provides a quick look into your subscription plans. You can upgrade your existing plans or extend trial plans.

You need to monitor messages that are sent as well as received in order to track their status. This helps you understand the actual count of messages that have successfully reached your customers. When the volume of messages being sent and received is significantly large, it is difficult to keep a track manually. It is therefore important that you generate reports from the data provided and conduct intelligent analysis to help you gain the right insight.

SMS-Magic Converse provides Dashboards that help you view the analytics generated from the message volume. The reports displayed on each dashboard provide a graphical view of the data to help in easy comprehension. They are sufficiently detailed covering every aspect of your messaging strategy. 

There are three dashboards provided to address the needs of users and managers: 

• Converse Dashboard – User
• Converse Dashboard – Team
• Converse Dashboard – Messages 

Each dashboard comprises widgets that contain a minimum of one report. Reports display data collected over the last 30 days for individual Users as well as Managers. If you are a manager, you will be able to view reports for your entire team. Moreover, the same report may be used in multiple widgets to display more detailed analysis, if required.

The Converse Dashboards are installed once the app installation is completed. All Reports will be automatically downloaded once the installation is complete.

1. Log in to SMS-Magic Converse.
2. Click . The App Launcher appears.



3. Under All items, click Dashboard. The Dashboard appears displaying the recent reports.



4. On the left, click All Folders and then click SM_Converse_Dashboards. The SMS-Magic Dashboards page appears displaying the installed Dashboards.



5. Click Converse Dashboard – User. The User Dashboard appears.
   • Click Refresh to view updated reports
   • Click to expand reports
   • Refer to the section Converse Dashboard – User for more details on individual reports

   

6. Click Converse Dashboard – Team. The Team Dashboard appears as shown.
   This Dashboard is relevant only for Team Leads / Managers.

   

   • Click Refresh to view updated reports
   • Click to expand reports
   • Refer to the section on Converse Dashboard – Team for more details on individual reports.
7. Click Converse Dashboard – Messages. The Message Dashboard appears.



• Click Refresh to view updated reports
• Click to expand reports
• Refer to the section on Converse Dashboard – Messages below for more details on individual reports.

Refer the following table for more details on the Converse Dashboard – User report.