Timeline Conversations
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Written by Training
Updated over a week ago

Contents

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What is it and what features does it offer?

Conversations in Activities offers the following functionalities:

  • Configurable notifications, so you don't miss any interactions.

  • Comment counter with direct access to the list of your conversations.

  • Filter your conversations according to their status.

  • Flag comments independently for follow-up.

  • Mention colleagues.

  • View the participants of the conversation.

  • Add emojis.

  • My conversations list: A list with all your conversations. This will help you keep track of your conversations, apply filters, or even search conversations by the text of a specific comment.

How is a conversation structured in ForceManager?

The thread of conversations is a part of the activity log (internal or external activity).

  • Activity Title: Conversations have context based on a specific interaction with customers.

  • Participants: By default, the person responsible for the activity and the different users who are mentioned will be added.

  • Messages: Thread of conversations between users.

  • Time: Messages are sorted in chronological order.

    conversations_structure_web.png
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New conversation

ou can easily start a conversation both in the app and on the web.

App:

On the tab of any activity, click on "New comment" to open the messaging panel where you can write the message in the indicated text box.

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Web:

From the "Activities" menu:

  • Select any activity in the left panel (chronology) to display its details in the right panel.

  • You will see a new tab on the right panel called "Conversation" where you can write your message in the indicated text box.

From other entities:

  • Select any activity in the activity widget to display its details in the modal.

  • You will see a new tab called "Conversation" where you can write your message in the indicated text box.

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Notifications

Both the user responsible for the activity and all those mentioned in the conversation thread will receive notifications for each new message. Notifications can be configured from the Admin (Professional / Performance) or by requesting support from the team (Essential / Starter).

The notification options are:

  • Bell

  • Push notification (Android/iOS)

  • Email notification

  • Popup notification (Web)

Pending Notifications

Each user will be able to check their pending notifications both from the app and on the web.

In the app:

App icon: The number of unread messages will be indicated on the ForceManager icon.

  • Push notifications: When a new message notification is received, if the user has push notifications active, they will be able to access the conversation thread from there.

  • Dashboard: Access to "Pending conversations" will be displayed in the upper section, indicating the number of messages pending reading. If there are no new messages, this widget is not displayed.

  • Activities menu: By applying the "Pending conversations" filter, only the activities that have messages pending reading will be listed. In the activity widget, you will see the messages logo to indicate that the management has a conversation thread, and the counter with the messages pending reading if there are unread messages.

  • Within the conversation: A line break is indicated between read messages and new messages within the thread, with the word "News."

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In the web

  • On-screen notification: A message warning of a conversation pending to be read will be displayed. By clicking on it, you can access the activity (activities module) and the conversation in the reading panel.

  • Activities menu: An orange alert will be displayed on the "Activities" word in the menu, indicating conversations pending reading.

  • By applying the "Pending conversations" filter, only the activities that have messages pending reading will be listed.

  • On the chronology panel, we will have a "My conversations" tab where the number of messages pending reading will be indicated, and all the messages ordered from most recent to oldest. On the reading panel of the selected activity, a Conversation tab will be displayed, within which the thread of conversations can be accessed.

  • Within the conversation: A line break is indicated between read messages and new messages within the thread, with the word "News."

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FAQ

How to access past conversations?

  • From the detail of any activity (either in the activities menu, or within the entity) you can access the thread of related conversations, from the "conversations" tab.

  • It is possible to search by keywords of the conversation in web environment. To do this, the "my conversations" tab must be indicated in the chronology panel

How to remove users from conversation threads?

Any user in the conversation has the capability to remove another participant. However, the Activity's owner cannot be removed from the conversation.

If you want to untag someone, just delete any "@" messages you've sent to them. Just know that the activity owner will get a heads-up about this, depending on their notification settings. If you're not part of the activity and haven't been mentioned, you won't be able to see the chat or activity.

Want to remove someone for good? Click the participants icon in the top-right corner and then hit the delete button.

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Who can edit sent messages?

Each user will be able to edit the messages that he has sent, and will not be able to edit the messages of other users.

How do I change my notification settings?

Notifications can be configured from Admin (Professional/Performance) or by requesting the support team (Essential/Starter).

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