Overview
Conversation settings allow you to customize and control your communication across various channels, such as email, SMS, messenger, and phone. This gives you more flexibility and personalization in managing your conversations.
Accessing Conversation Settings
Navigate to Engagement > Conversations > Settings.
General
Inboxes: Add individual or shared email accounts to forward emails to your Element451 Conversations inbox.
Automation Settings: Automate processes within Conversations, like adding assignees, participants, and tags.
Saved Replies: Create canned responses to frequently asked questions and reuse them easily in emails, chats, etc. This saves time compared to typing the same replies repeatedly.
Custom replies can be added from the General section of Conversation Settings. You will be prompted to choose the channel(s) to save your reply. The corresponding channel settings page will also display the saved reply. If you want to learn about inserting saved replies, click here.
Settings
Enable Anonymous Conversations: If enabled, the email channel will be able to receive inbounds from contacts that are not associated with a contact record.
Enabling anonymous conversations means no filtering will be applied, and every email sent to the email address connected to Element451 will be forwarded to your Element451 inbox.
Saved Replies
Replies for the Email channel added in General will be displayed here.
Additionally, you can create new replies using the + Create Reply button. Replies created here will also be added to the Saved Replies in General.
To add new email inboxes to your Element451 inbox, view our help article on Email for complete details.
SMS
Settings
Enable Anonymous Conversations: If enabled, the SMS channel will be able to receive inbounds from contacts that are not associated with a contact record.
Saved Replies
Replies for the SMS channel that were added in General will be displayed here.
Additionally, you can create new replies using the + Create Reply button. Replies created here will also be added to the Saved Replies in General.
Messenger (Live Chat)
Messenger has many different settings and configurations. View our help article on Messenger for complete details.
BoltBot
Are you a BoltBot customer and want to learn more about configuring BoltBot settings? View our help article on BoltBot for complete details.
Phone
Are you an In-App Calling customer and want to learn more about configuring In-App Calling settings? View our help article on In-App Calling for complete details.