In addition to the default Converse Desk tab that helps you view and manage conversations, SMS-Magic Converse provides another option to view and edit conversations. The Converse Inbox provides a smaller and more compact view of all conversations.

View from Record Details

If you have added Converse Inbox to a record page such as lead or contacts as a tab, then you can view the converstions in the tab that you have added. See the SMS-Magic Converse Admin Guide for information about configuring Converse Inbox.
For example, if you have added Converse Inbox to the Contact page, then to view conversations with that contact, perform the following steps:

1. On the Salesforce Home page, click . The App Launcher page appears.
2. Under All Items, click Contacts. The Contact record details page appears.
    
   Under Contacts click and then select All Contacts to view the complete contact record list.
3. Click a contact record. The record details page appears.
4. Click the Converse Desk tab to see the conversation view under the record detail.

View from Home Page

1. On the Salesforce Home page, click . The App Launcher page appears.
2. Click Sales Console. The Console page appears displaying a narrow panel at the bottom of the screen comprising the Conversation View and the History tab.
3. Click the Conversation View. The conversation list displaying the conversations belonging to the contact currently active on the Salesforce page appears.
    
   The Converse Inbox header bar color will vary depending on your selected theme for the Converse Desk.
   The header bar also displays the notifications for all new incoming messages.
4. Click  next to the contact name and then click All. The available conversation details belonging to all records appear.

In Converse Home, you can manage your subscription plans. Available plans are Start your Conversations, Grow your Conversations, and Custom Plans.

For information about the feature available in each plan, see Pricing and Plans.

To buy a subscription plan:

1. Log in to SMS-Magic Converse.
2. Click Buy Plan. The Pricing and Plan page appears.
   The following scenarios enable you to buy plans:

   • If you have a trial plan running.
   • If you have a plan for which the trial period has expired.

   You can also extend the trial if you do not wish to upgrade immediately and want to continue with the trial plan.

3. Click Upgrade Plan if you wish to move to an advanced plan. The Pricing and Plan page appears



4. Select the Country where your business is located in and CRM for which you want to purchase the subscription from the Country and CRM drop-down menus respectively on the right.
5. Click Bill Monthly to choose a monthly plan or Bill Annually to choose an annual subscription plan. The pricing details appear.
6. Click See All Plan Comparison. The Plan comparison details appear.
   Refer to the Pricing Plan Comparison Chart for more details.



7. Under the preferred plan, click Buy Now. The checkout page appears.
   Buying Subscription plans from Converse Home option is available only for Start and Grow plans. For all Custom Plans, you need to contact your Account Manager.

   

8. On the checkout page, view the plan details and select the following feature Add-ons based on your business requirements:
   Click Change Plan, if you want to opt for some other plan. The Pricing & Plans page appears to help you choose a new plan.
   • Message Credits – You can include additional message credits to increase the default credits assigned to your plan.
   • Phone Numbers – You can assign additional phone numbers to your existing plan.
   • Basic User License – You can add basic user licenses. This is useful for Start Plan users who can purchase only the required number of basic user licenses and not the entire plan.
   • Power User License – You can add power user licenses. This is useful for Grow Plan users.
9. Click Checkout Now. The SMS-Magic login page appears.



10. Log in with your relevant CRM subscription/Portal ID or sign up if you do not have an existing Portal subscription.
11. Click Sign in and Check Out. The Select Payment Method page appears along with the Order ID and summary on the right.



12. Review the order summary and select a payment option. The available options are:
    • Credit/Debit Card – You can add new card details if there are no existing card details provided.
    • Wire Transfer – Wire transfer details to SMS-Magic are auto-pupulated on the page. Please provide your account details to proceed.
13. Click Confirm and Pay. The Payment Success page appears.


Login to your Salesforce account and start using SMS-Magic Converse features. If you are are new to SMS-Magic, then read the user guide.

To comply with industry standards, you must respond to keywords for HELP & STOP. Any user who opts-out using the STOP keyword must be added to an opt-out list (blacklist) and must not be sent any further messages until or unless they opt back in. You can configure mandatory keywords for the three keyword types provided. These are:

• Opt-out
• Opt-in
• Help

For each keyword type, some default keywords have already been pre-defined. You can also create new ones following industry specific norms.

Create keywords using the following guidelines:

• Use Alphabets
• Do not add spaces
• Do not include special characters

When a customer uses the keywords defined under Opt-out keyword type, they will be opted out or blocked from receiving messages for all campaigns and other activities. You cannot send anymore messages to all such customers.

Similarly, when a customer uses the keywords defined under Opt-in keyword type, they choose to opt-in for receiving messages from any team within the organization.

You can define separate keywords to help customers opt-in for specific content type messages, for example, notification or promotions. These keywords will be considered for receiving consent for that specific content-type. 
Refer to Create Content type for more details on creating Content type keywords.

1. Under Keyword Management, click Edit next to the Keyword type you want to modify. The Edit Keyword Configuration pop-up window appears.



Refer to the table below for more details on the Keyword options.

You cannot edit the default keywords.

FIELD	DESCRIPTION
Opt-In Keywords	Displays the opt-in keywords that will be used at the organization-wide level. You can define Opt-in keywords that are specific to a content type. Refer to the section on Create Content Type for more details.
Opt-Out Keywords	Displays the opt-out keywords that will be used at the organization-wide level. This will opt-out users from all the campaigns/content types. No further messages can be sent to customers from any teams in the organization.
Help Keywords	Displays the help keywords that will be used at the organization-wide level. This will redirect customers to request for support based on the keyword you provide.

2. Enter the following details to add keyword configuration.

FIELD	DESCRIPTION
Type	Displays the keyword type that you have selected to edit. For example, Opt-out, Opt-in, Help.
Keywords	Type the new keywords that you want to configure for the keyword type. You can type multiple keywords for a single keyword type. The new keywords should not be the same as the default keywords.
Message	Type the message that will be sent to customers who have sent the consent details.
Do you wish to enable this setting?	In the drop-down, select to indicate whether you want to enable the keyword type. If you disable the keyword type configuration, then customer consent sent for the keyword type will be ignored. For example, Customers who wish to Opt-out using the defined keywords will continue to receive messages if opt-out Keyword type configuration is disabled. Similarly, customers who wish to opt-in with the defined keywords will not be included in the subscription list if Opt-in keyword type configuration is disabled.

3. Click Save Changes. The Keyword Management section appears.



4. UnderOpt-out instructions click Change next to the pre-configured instruction. The Opt-out Instructions pop-up window appears.
    
   
    
   Refer to the table below for more details on the Keyword options. 

FIELD	DESCRIPTION
Auto append opt out Instruction in every message	Select the option if you want to add an opt-out instruction to every message that is sent out.
In an Interval	Select this option to send messages only after the defined number of weeks. The recommended practice is to send 1 message in every 4 weeks. You can select the interval period in the drop-down list that appears.
Do not Auto-append opt out instructions in every message	Select this option if you do not want to add an opt-out instruction to every message that is sent out.
Opt-out Message	Type the message you want to append as an opt-out instruction.This field appears only if you select the Auto append opt out Instruction in every message

5. Click Save.The opt-out instructions, if added, appears as shown.