Conversation View gives a 360 history of SMS’ sent and received from a particular prospect or Customer.

Configure your Conversation View

You can configure your Conversation View on the Object to show all Conversations in a single thread or show separate Conversations. <<<View below illustration for an example>>> 

Recommendation:- 

For Person Objects (like Lead, Contacts) – We recommend to configure one View for all Conversations. You can still see the Source and User for each SMS’ and maintain the Context. You can switch views anytime.

            For Business Objects (like Cases, or opportunities) – We recommend to configure   separate Conversations, so you can see the Conversations related to different Cases, Contacts distinctly. 

What is a Conversation? 

A thread of incoming and outgoing SMS’ with a particular prospect or customer related to a certain topic like a Case, or an Opportunity is called a Conversation.

Contextual Conversations?

A prospect can have multiple conversations through his buying journey with the Company or Business, for e.g. – His conversation may start from an Enquiry (as a Lead) to being a Customer / Account, who has Cases associated with it. SMS Magic creates separate Conversations based on the stage of the Journey (aka Object from which messaging Conversation has initiated, aka MoC Object). You can view the entire history of the Conversation/s in a single thread on the Lead or Contact Object. Or view it by Context on the associated object record like a Case, Opportunity etc.

Related Conversations?

A Prospect or Lead can have multiple Conversations with a Business, for e.g. – A Case, An Opportunity etc. All these are Related Conversations between the business agents / reps and the prospect.

To add Conversation View to a page, add a new section to your page layout and drag the Conversation View custom component to that section. For more information about setting up Conversation View in Classic, see (Admin Guide Topic link).