LeadSquared Converse

1. Feature Overview

LeadSquared Converse is an instant messaging feature that enables you to have real-time conversations with leads. Your messages will get delivered to your leads as an SMS. In addition, you’ll be able to –

  • Send attachments such as images, GIFs, etc., to your leads.
  • View all conversations with leads in one place.
  • Eliminate the need to switch between multiple applications to communicate with your leads.

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2. Prerequisites

Note: We will be integrating LeadSquared Converse with other platforms in the near future. Check out Product Updates to know more.

 

3. Conversing with Leads via SMS

After LeadSquared Converse is enabled on your account –

  1. Log in to your LeadSquared account, and from the main menu, click Converse – Chat.
  2. On the chat pop-up, search for the lead you want to converse with. You’ll have to type either the lead’s first name or last name, in entirety, for the lead to appear.
  3. On the chat pop-up, you can begin having a conversation with your lead. After typing your message, hit Enter, or click Send to send the message.
  4. Once the message is sent, a Single Tick single tick will be visible against the message. Once the message is delivered, it’ll change to Double Tick double ticks.
  5. Once your lead replies, you can continue the conversation.

Converse_7

 

3.1 SMS Templates

You can create customized CTM SMS templates, and attach it while conversing with your leads. To know how to create a template, please refer to the Configure SMS Templates section in CTM Texting Connector article.

To add an existing template –

  1. On the chat pop-up, click Select a Template, or click Attach.
  2. From the list of existing templates, choose the template you wish to send to the lead.
  3. Hit Enter, or click Send to send the message.

Converse_11

 

3.2 Attach Files

You can attach files while conversing with your leads. To do this, on the chat pop-up, click Attach. Supported filetypes include – image/jpeg, image/png, image/jpg, image/gif, text/vcard, text/directory, text/x-vcard. The maximum file size is 4MB.

Converse_6

 

3.3 Other Actions

The other actions that you can perform from the chat pop-up are –

  • To navigate to the Lead Details page from the chat pop-up, click on the lead’s name. This will open the Lead Details page on a new tab.
    • On the Lead Details page, under Activity History, you can view the conversation you’ve had with the lead.

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  • If the lead has multiple phone numbers, click Select Number to select the number you want to send the message to.
  • To expand the chat window to full-screen mode, click Expand.
  • If there’s an unread message on the chat pop-up, then the number of messages will show up on it.

Converse_8

 

4. Conversing with Leads via WhatsApp

Integrating Converse with the LeadSquared’s WhatsApp connector will enable your users to have real-time conversations with your leads via WhatsApp. Using templatised messages, you’ll be able to attach and send media files (such as images, documents, etc.) and emojis in your conversations. For more information, refer to Integrate Converse with WhatsApp.

LeadSquared WhatsApp Integration

4.1 Set-up

You must install and configure the WhatsApp connector. Once that’s done, you can integrate LeadSquared Converse with the following WhatsApp service providers –

LeadSquared WhatsApp Integration

 

4.2 Create WhatsApp Templates

Once the connector is set-up, you must create WhatsApp templates that can be used to converse with your leads. To do this, refer to Create WhatsApp Templates in LeadSquared.

Note: Enable the Available in Converse setting when creating WhatsApp templates.

LeadSquared WhatsApp Integration

 

4.3 Messaging your Leads via WhatsApp

To send WhatsApp messages to your leads through Converse –

  1. Navigate to Leads>Manage Leads, and click on the lead you want to message.
  2. On the Lead Details page, on the Lead vCard, click  LeadSquared Converse.
  3. On the chat pop-up, select WhatsApp Business.
  4. From the list of approved templates, select the template you want to send, and click LeadSquared Converse Send.
  5. When the 24-hour service window is active, you can converse with your lead in real-time.

LeadSquared WhatsApp Integration

 

5. Usage Reports

You can track the number of notifications and SMS sent to your customers by viewing the Usage Reports. Here, you can filter and view –

  • The nudges sent during a single month, as well as sent over the last 12 months
  • The nudges sent for different LeadSquared entities (leads, tasks, and activities)
  • The number of SMSes sent and received (inbound vs outbound)
  • The number of SMSes sent through the SMS providers (CTM and RingCentral).

To view the Usage Reports

  1. On the LeadSquared Converse widget/pop-up, to expand the chat window to full-screen mode, click Expand.
  2. On the LeadSquared Converse page, click the profile icon that’s present on the top-right corner.
  3. From the profile dropdown, click Usage Reports.
  4. You can view the reports on the Usage Reports page.
    • To filter the report by date, click on the month field.

LeadSquared Converse

 

Any Questions?

Did you find this article helpful? Please let us know any feedback you may have in the comments section below. We’d love to hear from you and help you out!

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