Managing All Client Communication

Conversations: Managing All Client Communication

The PulseHub Conversations inbox is the central heartbeat of your client interactions. It pulls in communication from all connected channels—Email, Facebook Messenger, Instagram DMs—into one rhythmic flow, ensuring you never miss a beat and maintain operational clarity.

I. Navigating the Conversations Inbox

The Conversations tab allows your team to manage, filter, and respond to all client messages from a single screen.

1. Locate the Inbox: Access the Conversations tab from the main sidebar.

2. Filter Views: Use the filter options at the top to organise your inbox:

   • Unread: Messages requiring immediate attention.

   • Recent: Contacts with activity in the last 24 hours.

   • Starred: Conversations you have specifically marked for follow-up.

   • All: The complete history of all incoming and outgoing messages.

3. Search: Use the search bar to quickly find a specific contact by name or email.

II. Working with Contacts

Every conversation is linked to a full client record in the CRM, giving you context before you reply.

1. The Contact Sidebar

When you click on a conversation, the right-hand sidebar displays the full CRM record:

• Contact Details: Name, email, phone (if applicable).

• Opportunity Status: The current stage of the client in your sales pipeline.

• Tags: All tags applied to the contact (e.g., Course - Enrolled, Service - Accountant Lead).

• Activity: The complete history of the contact's interactions, including form submissions, email opens, and call logs.

2. Making CRM Updates

You can update the CRM directly from the Conversations screen:

• Apply Tags: Add or remove tags to trigger a new automation workflow (e.g., add Booked - Discovery Call to trigger confirmation emails).

• Update Opportunity: Manually drag and drop the opportunity card to a new stage in the pipeline (e.g., from New Lead to Contacted).

III. Responding with Clarity and Speed

Efficiency is key to a smooth communication flow. Use snippets and templates to respond quickly while maintaining brand consistency.

1. Using Snippets

Snippets are pre-saved messages for common questions or greetings. They significantly reduce response time.

1. Create a Snippet: Go to Settings -> Snippets. Click + Add Snippet.

2. Naming: Give it a clear name (e.g., Pricing Enquiry Response).

3. Content: Type your standardised response. You can use Custom Values (e.g., {{contact.first_name}}) to automatically personalise the message.

4. Use It: When replying in the Conversations inbox, click the Snippets icon and select the relevant snippet to instantly insert the text.

2. Email Communication (Non-SMS)

When responding via Email from the inbox:

• Templates: You can access pre-designed email templates built in the Email Marketing section for complex or branded replies.

• Branded Consistency: Ensure your replies adhere to your brand's tone, even in casual exchanges.

3. Ending the Conversation

When a thread is complete and no further action is required, use the Mark as Read function. For threads that need follow-up but are temporarily resolved, consider Starring them for later review.