Here is an overview of the functionality of the LaunchSMS Messenger.
To make sure you know where everything is in LaunchSMS Messenger we put together this map to help you out.
1. Messenger Inbox
This left side of the dashboard is where you can see all messages that have come in through LaunchSMS. From here messages can be responded to, archived, and deleted.
2. Messenger Search
If your inbox has many active messages you can search for specific messages by the customer’s phone number.
3. Additional Setting / Get Help
If you ever have a question or need help, you can always reach out to us. You can also manage the following settings here:
- Notifications
- Audio Alerts
- View Archived Messages
4. New Messages
By clicking the “Start chat” button you can compose a new message to a customer direct within LaunchSMS Messenger. Just include the customer’s Name, Phone Number, and message.
5. Customer Info
You can see the customer’s name and phone number in this area. You can also update the customer’s name as well by clicking on the name.
6. Message Quick Action Icons
Message Quick Action items are set of three icons, each with its own unique functionality:
- Paper Clip Icon: This icon allows the agent to add an image to the outgoing message to the customer.
- Star Icon: This icon will allow an agent to include a review survey URL in the outgoing message to the customer.
- Plus Icon: This icon will allow an agent to use additional Quick SMS Templates.
- Payments: If you have LaunchSMS Payments, you can use this to send customers payment requests.
7. Lead Status Management
This area allows you to select what lead status the customer is. You can choose from the following options:
- Lead Won – Use this if a sale or an appointment occurred as a result of an incoming customer message.
- Lead Lost – Use this if a sale or an appointment did not occur as a result of an incoming customer message.
- Canceled – This can be used if an incoming message came in to cancel a scheduled appointment.
- Resolved – If a customer was making a general inquiry or needed help and you were able to provide that help you this option.
- Unresolved – If a customer was making a general inquiry or needed help and you were unable to provide that help you this option.
8. Update Contact Link
Customer information such as name and phone number as well as various other fields can be updated here.
9. Agent Assignment
You can assign which agent you want to manage a particular message here
10. Quick SMS Templates
Once Quick SMS Templates are created and enabled they will appear here. You can use these to respond to some of the most frequently asked questions you receive.
11. Customer Tags
The contact tags section allows agents to categorize agents by any available tags. These tags can be used when marketing to your contacts.
12. Customer Notes
Notes about an interaction with a contact can be entered here. This information will be stored in the Contact CRM
13. Message Tabs
Notes about an interaction with a contact can be entered here. This information will be stored in the Contact CRM
14. Message Actions
Notes about an interaction with a contact can be entered here. This information will be stored in the Contact CRM