LeadSquared Converse

1. Feature Overview

LeadSquared Converse is an omni channel engagement platform that enables you to have real-time conversations with leads. Converse currently supports the following channels –

  • SMS (currently available only in the United States)
  • WhatsApp
  • Carter (LeadSquared’s in-app reminder and notifications system)

Using Converse, you’ll be able to –

  • Send and receive images, videos, GIFs, etc.
  • View conversations in the context of a lead.
  • Eliminate the need to switch between multiple applications to converse with your leads.
  • Get real-time notifications for messages sent by leads.
  • Send content-rich messages, with multi-language and emoji support.
Note: Converse is also available on the mobile app. To know more, refer to LeadSquared Converse in Mobile App.

Converse_9

 

2. Prerequisite

To enable LeadSquared Converse in your account, please write to support@leadsquared.com.

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

 

3. Agent Availability

As an Admin, you can allow users to set their availability status. Based on their availability, a chat gets assigned to them. If no user is available, chats will remain unassigned.
Once any user marks themselves as available, and only if a lead sends another message, the chat gets assigned to this user.

LeadSquared Converse

To grant users permission to set their status –

  1. Navigate to My Profile>Settings>Converse, and click Agent Availability.
  2. On the Agent Availability screen, enable the checkbox alongside Allow agents to set availability status, and click Save.

Note: Here are a few points to note regarding this setting –

  • When this setting is enabled, users must manually set their availability status. If a user forgets to switch from Available to Unavailable before logging out, chats will still be assigned to them.
  • Activation of this setting adds an additional layer to your existing Routing Rules. If you’ve configured Routing Rules, agents must mark their status as Available for a chat to be assigned to them.
    • If this setting is not enabled, chats are assigned to users based solely on the Routing Rules configured in your account (irrespective of a user’s availability).
  • If a user marks themselves as Unavailable, chats initiated before the status change will still be routed to them. However, new chats after they’re marked Unavailable will not be assigned to them.

LeadSquared Converse

 

4. 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.

Note:

  • Conversing with your leads via SMS is currently supported only in the US region.
  • Your account plan must support SMS integration.
  • You must have either the CTM Texting Connector or the RingCentral Texting Connector installed and configured in your account.

Converse_7

 

4.1 SMS Templates

You can create customized SMS templates and attach them while conversing with your leads.

  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

 

4.2 Attach Files

You can send and receive files while conversing with your leads.

  • To attach files, on the chat pop-up, click Attach.
  • To download files received from your leads, on the chat pop-up, under the file, click LeadSquared Converse.

Converse_6

The following file types are supported –

Connector TypeImage FilesText FilesVideo FilesAudio FilesMaximum File Size Allowed
CTM Texting Connector
  • jpeg
  • png
  • jpg
  • gif
  • vcard
  • directory
  • x-vcard
NANA4MB
RingCentral Texting Connector
  • jpeg
  • png
  • jpg
  • gif
  • bmp
  • tiff
  • svg
  • rtf
  • mp4
  • mp3
1.5MB

 

4.3 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.

Converse_10

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

Converse_8

 

4.4 Chat Filters

The following Converse chat filters are available when you click LeadSquared - Lead filter

  • All –  All the messages you have sent and received from leads.
  • Unread – All the unread messages you have received from your leads.
  • Focused – All the 1-on-1 chats between you and your leads. This filter will exclude conversations with leads that were initiated through bulk messages or automations.

Converse Filters

 

5. Conversing with Leads via WhatsApp

Integrating Converse with LeadSquared’s WhatsApp connector will enable your users to have real-time conversations with your leads via WhatsApp, from your LeadSquared account. Using templatized 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.

Note: WhatsApp messages received from contacts that don’t exist as leads in your LeadSquared account will get created as new leads, and be assigned to your existing Admin users in a round-robin manner. Alternatively, you can assign these new leads in a round-robin manner to your Sales Managers and Marketing Users. To know more, refer to WhatsApp Message Routing.

LeadSquared Converse

5.1 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

 

5.2 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

 

5.3 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

 

5.4 Attach Files

You can send and receive files while conversing with your leads via WhatsApp.

  • To attach files, on the chat pop-up, click Attach.
  • To download files received from your leads, on the chat pop-up, under the file, click LeadSquared Converse.

Note:

  • The file attachment and emoji banner appears only when the WhatsApp service window is active.
  • Sales Users can attach and send one media file at a time.
  • Sales Users can add captions only to image & video files.

LeadSquared Converse

The following file types are supported when conversing via WhatsApp –

Image FilesVideo FilesAudio FilesDocument FilesMaximum File Size Allowed
  • jpeg
  • png
  • mp4
  • 3gpp
  • x-aac
  • mpeg
  • pdf
  • doc
  • xls
  • ppt
4MB

5.5 WhatsApp Message Routing

Every time a contact that doesn’t exist as a lead in your account sends a WhatsApp message, this contact is created as a new lead, and this lead is assigned in a round-robin manner to the Admin users in your account. Through this setting, in addition to Admin users, you can choose to assign these new leads to Marketing Users and Sales Managers present in your account. To do this –

  1. On the Converse chat window, click Settings.
    • Alternatively, on the chat window, click Full screen, click on the Profile Icon on the top right of your screen, and then click Message Routing.
  2. On the WhatsApp Message Routing screen, click the Create Support Group button.
  3. On the Create Support Group pop-up, enter the following details –
    • Support Group Details – Enter the Support Group Name and Description. Once you’re done, click Save & Next.
    • Support Agents – From the list of Available Users, select the Sales Managers and Marketing Users to whom you want to assign the new leads. Note that the leads will get assigned in the order of the users selected, in a round-robin manner. For e.g., if Abhishek, Amrit and Anil are the selected users, then the first lead is assigned to Abhishek, second to Amrit, third to Anil, fourth to Abhishek, and so on.
  4. Once you’re done, click Save & Close. The new leads created in your account will now be assigned to the selected users.
  5. On an existing group, click Settings to perform the following actions –
    • Deactivate the group. This will stop leads from getting assigned to the selected users, but the group will still be available, in case you want to activate it in the future.
    • Delete the group. This will stop leads from getting assigned to the selected users, and the group will get deleted.
Note: At present, you can create only one support group in your account.

LeadSquared Converse

 

5.6 Chat Filters

The following Converse chat filters are available when you click LeadSquared - Lead filter

  • All –  All the messages you have sent and received from leads.
  • Unread – All the unread messages you have received from your leads.
  • Focused – All the 1-on-1 chats between you and your leads. This filter will exclude conversations with leads that were initiated through bulk messages or automations.

Converse Filters

 

6. Chat Transfer

Through Converse, Sales Managers and Sales Group Managers can manually assign and transfer chats to other managers, Admins and the Lead Owner. Click Assigned to:

LeadSquared Converse

Similarly, for chats tagged to Opportunities, Sales Managers and Sales Group Managers can manually assign the chat to a different opportunity. For e.g., if a chat is tagged to the “Car Loans” opportunity type, Managers can instead tag it to the “Home Loans” opportunity type directly from the Converse window.

 

7. Receiving Nudges via Carter

Carter is a desktop application that sends reminders and notifications to your users within the LeadSquared application. You can use Carter to send your Lead’s conversation as notifications to your users. To enable Carter on your account, refer to Configure Carter Settings.

Carter Converse Integration

 

8. Converse Full-Screen Mode

On the Converse full-screen mode users can view their Converse Inbox and reply to messages from leads.

Navigate to full-screen mode –

  1. Click on the converse full screen button icon on the Converse chatbox to open full-screen mode.
  2. Next, you can click on the options to open your inbox.

Navigate to full screen

Here, users can view the following Inbox –

  • All – All messages the user has replied to, unanswered, and unread.
  • Unanswered – Messages the user has read but did not reply to.
  • Unread – Messages the user has not read.

8.1 Admin View for Converse

Admins and managers gain a 360-view of all the chats assigned to their team. They can monitor these chats, view unanswered queries, and seamlessly assign chats to their users. Additionally, Admins and Managers can also view their Converse metrics through Analytics.

Admins, Sales Managers, and Sales Group Managers (Sales users who have been made managers through the group) can view the following Team Inbox of their reportees –

  • All – All Messages the users have replied to unanswered, and unread.
  • Unanswered – Messages the users have read but did not reply to.

converse inbox

If there are unanswered messages in the Team Inbox: Admins, Sales Managers, and Sales Group Managers can reply to these messages. The chat will then show up in the Admins/Manager’s Inbox as well.

manager chat unanswered

Admin, Sales Managers, and Sales Group Managers can also open Converse Analytics by clicking the Dashboard page under the Analytics section.

  • Here, you can view statistics on all the incoming and outgoing messages and their time frames.
  • You can set a wait time for the unanswered messages (For example, if you set a 15-minute wait time, it will show all chats that have been unanswered for 15 minutes or more).
  • You can set a date range filter that will show you your Converse analytics for Today, Last 7 days, Last 30 days, and the Current Month.
  • Once you select your filters, you can click on the Chats to jump into the Inbox.

analytics

 

9. Hide Lead Fields

While sending messages (via SMS or WhatsApp), you can hide sensitive lead fields (such as Phone Numbers, Lead Name, etc.) from your LeadSquared users.
To hide these fields, you must create and assign Restrict Access – View Lead Permission Templates to your users, and select (configure) the Lead Fields you want to mask.

Note: Details shared over chat messages between users and leads (e.g., when lead’s send their Email Id over chat to users, etc.) will not be masked.

LeadSquared Product Updates

 

10. 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

  • For Converse integration with WhatsApp, Admin users can now track the number of notifications and messages sent to your customers by viewing Usage Reports.

LeadSquared Product Updates

 

11. End Chat

To end an active (live) chat –

  1. On the Converse tab, expand the chat window to full-screen mode by clicking Expand.
  2. On the Converse page, select the chat you want to end.
  3. Alongside the lead’s name, click End Chat.

LeadSquared Converse

 

12. Troubleshooting

In this section, we’ve listed a few errors you might encounter when using the Converse integrated with WhatsApp feature. For each error, we’ve listed the possible troubleshooting steps. In case it’s unresolved even after you try out the steps listed, contact your account manager or write to support@leadsquared.com, and we’ll resolve the issues immediately.

  • No Texting Channel Configured/No WhatsApp number
    This error is usually displayed when the LeadSquared user doesn’t have permission to access the Converse feature. When Configuring the WhatsApp Business Connector, on the Converse Settings tab, please ensure that User Access has been granted to all relevant users. Once this is checked, Save the configuration, and try sending a message to the lead.

LeadSquared Converse

  • No Template Found
    This error is thrown when WhatsApp Templates are not enabled for Converse. To fix this, navigate to the Add/Modify Templates screen, and enable the checkbox Checkbox alongside Available in Converse. Once you save the template, try messaging your lead. This should fix the error.

LeadSquared Converse

  • Unable to receive inbound messages
    In this instance, you won’t receive any incoming messages (and no error denoting this is displayed). This issue is caused because your WhatsApp connector’s Inbound Webhook is incorrectly configured in your service provider’s account, or incorrect account credentials (present under Authenticate By) are entered on the Configure WhatsApp Business pop-up in LeadSquared, under the Authentication tab. Once you’ve rectified this, try messaging your lead. This should fix the error.

LeadSquared Converse

  • Unable to receive delivery reports
    If you’re unable to view the Delivery Reports under WhatsApp Reports, it might be because the Delivery Reports Webhook was not configured correctly in your service provider’s account. Once you’ve rectified this, try messaging your lead. This should fix the error.

LeadSquared Converse

  • Notifications not received/Messages not shown in real time until I refresh
    Message notifications are only sent to one user, i.e., either the Lead Owner or to the user (other than the Lead Owner) that sent the WhatsApp message to the lead. When the Notify Lead Owner setting is enabled, only the Lead Owner will get notified. When the Notify Lead Owner setting is disabled, the user who was the last one to send a message to the lead will get notified. Depending on which user should receive the notification, on the Configure WhatsApp Business pop-up, under the Converse tab, enable or disable the Notify Lead Owner setting.

LeadSquared Converse

  • Chat not shown in Recent Contacts
    Chats are shown in under Recent Contacts only if you send or receive a message. The list of Recent Contacts is user-specific (and not account specific).

 

13. Keyboard Shortcuts

Maximize/minimize the Converse chat window –

  • On Windows, use alt + m
  • On Mac, use option + m

 

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!

Was this Helpful?

Subscribe
Notify of
guest
15 Comments
Newest
Oldest Most Voted
Inline Feedbacks
View all comments
Zak Pierce
Zak Pierce
5 months ago

We’re running into an issue where if a lead is assigned to one user, and is texting with them, then the lead is reassigned to a new user, the prior user keeps getting new message notifications, even though they aren’t assigned. How do we stop that from happening?

Zak Pierce
Zak Pierce
Reply to  Sri Sudhan
5 months ago

Could you please give me detailed instructions on how to end a session in Converse?

Zak Pierce
Zak Pierce
Reply to  Sri Sudhan
5 months ago

Apologies for the confusion. All of the chats are via SMS, and after review, none of them have the “End Chat” button

Zak Pierce
Zak Pierce
Reply to  Sri Sudhan
5 months ago

Our users are using Converse to send SMS and we do not have an “End Chat” button.

Arsalanullah Khan
5 months ago

Can we de-activate or disable converse for admins?

Katy
Katy
1 year ago

Is this a free feature or is there a paywall attached to it?

Lalit
Lalit
2 years ago

Can converse be used for messenger as well

Vir Singh
Admin
Reply to  Lalit
2 years ago

Hey Lalit,
Sorry, we’re not quite sure what you mean. Converse is an instant messaging service for exchanging SMS and Whatsapp messages with your leads. It also supports internal notifications (we call this feature ‘Carter’) for task reminders, lead assignments, etc.

Last edited 2 years ago by Vir Singh
test
test
2 years ago

Can we use WhatsApp converse in leadsquared mobile app?