Setting up your account

How to start sending and receiving messages

It's easy to start using your new Converso account!

Nobody likes reading a long user guide, so this article is designed to give admins (rather than agents) a quick guide on how to set up your account ready for your team to start messaging your contacts. It should take around 5 minutes (ish) to read.

Please read the other documents in this knowledge base for more in depth descriptions of features and how to use your account.

There's also a checklist of items here.

Take the tour

Firstly, go to the flag icon in the top right of your screen to start the product tour, which will give you a good overview on where key features are, and how to use them.

Add users

An admin can add colleagues as new users by going to Settings > Users. Click on the Add user button and add the new user's details.

The new user will then receive an email with their login details (email as username, and a new password). They can then change their password when they first login.

Users are provisioned at two levels: agent or admin.

Admin has access to all functionality across all workspaces. You can create multiple admin users if you wish.

Agents are more restricted in use - they can't access settings, can't delete contacts or conversations and can't edit any inputs in a workspace.

Agents can though assign a conversation to themselves or another agent. They can also close a conversation as long as the conversation was assigned to them.

When a new user is added, they are automatically included as a member in the first workspace (General).

Add business details

Under Settings > Business, add your business details eg name, address, and logo - the logo can then be added to your webchat widget.

Connect on webchat

You can live chat with customers on your website by configuring your widget, and then embedding it on your webpage - more details here. This takes just a few minutes to get up and running!

All chats are received in the workspace team inbox and can be assigned to relevant team members for collaboration around a conversation.

Set up your AI agent (coming soon!)

You can easily set up your AI agent to manage chats with customers and employees, over either webchat or WhatsApp (other channels coming soon). Just head here for further details.

Import contacts

Import your contacts via CSV - just go to contacts and click on Import Contacts and follow the instructions. For more details, please see the article here.

If you already have saved contacts, any new import will look for mobile number and then email, and if there is a match, the existing saved record will remain, with updates applied where appropriate from the imported data.

Connect to WhatsApp

To connect to WhatsApp, please go to Channels under workspace, and click on WhatsApp to start the connection process.

Please read this article here for more details.

Some key steps to remember as part of your WhatsApp set up:

Remember to save your business logo as part of your profile on your 360dialog account, or on your WhatsApp Business Account. This will then appear on the top of all of your customer chats on your customer's device.

You can create your message templates in your WhatsApp Business account (WABA).

Message templates are used to initiate new outbound conversations with clients - you can find out more info on how to create templates here.

Send out notifications to customers

Once you get set up with WhatsApp, it's important to let your contacts know about your new messaging service, and how they can contact you.

This can be done in a variety of ways:

> send an email to your contact base letting them know of your new WhatsApp number, and that it can be used for support and sales enquiries

> Embed a WhatsApp icon and number in your email signature

By letting your contacts know about your new WhatsApp message service, you are setting their expectations around receiving WhatsApp messages. Also, it is important to first collect consent from the customer in order to be able to send outbound messages.

Add tags

Under Settings > Tags, you can create tags to apply to contacts.

To create a tag, just add the name and click Add tag.

These can be added to contacts under the tags dropdown:

Once a tag has been created, it will be possible to send messages to groups defined by the tag under the broadcats feature.

Create additional workspaces

It's possible to add new workspaces, depending on your subscription plan.

A workspace consists of a team inbox, and defined users (or members) who can view and respond to messages delivered to that inbox.

The team inbox can be connected to webchat or WhatsApp - other channels coming soon!

A workspace also contains closed (or achived) messages, team members, and access to AI agent integration (coming soon). Conversations can be assigned to one or more users in a workspace.

If you are an admin, you can configure and load your webchat widget (more details here), and connect the group to WhatsApp (more details here).

Under Team, admins can select which users in the business can view and send messages in the group:

A user can be a member of multiple workspace.