In this article, you will learn how to communicate with social media leads in RemOnline. First of all, you need to connect channels and pages. More details about connecting and setting up access rights are here.
On the Chats page, you will see conversations with social media leads — from the channels and pages connected on the Settings > Chats page to which you have access.
When a lead contacts you on social media, you will receive a message from this lead as a new chat. Such chats automatically become open. If you haven't read the message yet or left it unanswered, you will see a corresponding indicator in the chat.
If you are currently on another page of RemOnline, you will see a red indicator in the side menu that notifies you of new and unanswered messages.
To read and reply to a message, click on the chat — all information about the chat will open on the right.
Here you can see:
The lead's name and nickname, as well as the name of the page to which the lead sent a message
All messages to this page, including media files and the date and time of the message (messages from the lead are displayed on the left)
Please note some types of media files cannot be opened in the RemOnline interface due to the lack of necessary API methods on the part of messengers.
At the bottom, you can send a message to the lead: type in the text and click the Enter button. One message can contain up to 1000 characters. Use the Shift + Enter combination to move to the next line.
Note: RemOnline stores the history of the last 500 messages (received and sent).
Please note that you cannot message a lead via the RemOnline interface if more than 7 days have passed since the last interaction with the lead in the chat. In this case, you will see a warning and a link to switch to the messenger to start a conversation. Thus, when the lead responds, you can continue the conversation via the RemOnline interface.
Also, you cannot send messages if you lose synchronization with the channel. To solve this issue, reconnect the channel on the Settings > Chats page.
At the top right is the Close button to close chats. Close finished conversations to avoid leaving many chats open and focus on those where no responses or details have been provided yet.
A closed chat will show the closing time and the employee's name who did it. If the lead contacts you again, this chat will automatically open and be active. Also, you can open a closed chat by clicking on the corresponding button.
In the top left, you can switch between open and closed chats.