How Does the CRM Chat Feature Work?
Initial contact with the customer can be made using CRM Chat in the Contact stage.
- The Chat tab records all CRM Chat correspondence for multiple numbers at a time.
- Messages cannot be edited or deleted once they are sent.
- Email, phone call, and personal SMS communications (those done with personal/work phone numbers) are not recorded in the Chat tab.
Starting a Chat
When a chat is started you will be prompted to enter a message and a mobile number.
- All fields are editable including the company name.
- Enter any mobile phone number or choose a suggested one (This will come from the customer file).
- The box for the customer agreement to receive messages must be checked in order to send the chat.
Options on the Chat Screen
A. Add another number to chat with.
B. Expand or collapse a chat thread.
C. Compose message here. It will indicate which number you are chatting with to ensure you are communicating with the right person.
D. Send an image (this will send separately from any written message). Only PNG and JPG file types are allowed.
How Will I be Notified When a Customer has Messaged Me?
Push notifications and this icon, , will appear when there is new activity in the thread. The push notification will indicate who has communicated while the icon will appear on the corresponding opportunity card as well at on the Chat tab itself.
Tip: Push notifications will appear while you are in the app or on your device only if you have given the app permission to do this. To change the permissions for RFMS Apps go to the Settings of your device.
When products, a quote, or an order is shared with the customer this will also appear in the chat thread. If these are shared via RFMS Mobile (RM) and Measure Mobile (MM) they will also appear in the thread.
Example:
A. Shared My Flooring Link for products from the Products Stage automatically appears in thread.
B. Flooring estimate shared from Measure Mobile automatically appears in thread.
Comments
Please sign in to leave a comment.