Enable Conversations for a Client:
1. On the navigation sidebar, click on 'Client' tab.
2. Select the client you want to enable conversations for.
3. Scroll to the bottom of the page and switch the Two Way Conversations toggle to enabled.
4. Click on the 'Save' button.
1. On the navigation sidebar, click on 'Clients' tab.
2. Select the client you want to add conversation templates for.
3. Click on the 'Templates' button.
4. Click into 'Category Titles' field.
5. Add as many category titles as you need, separating each by a comma.
6. Click on the 'Submit' button.
7. In the 'Response Template' section, select the the category and add a response.
8. You can continue entering as many responses per category as you need.
9. Once you have entered all of the needed responses, click on the 'Save' button.
Please note: categories and responses will be available across all campaigns for that client.
1. On the navigation sidebar, click on 'Clients' tab.
2. Select the client you want to manage conversation templates for.
3. Click on the 'Templates' button.
4. To edit a response, click into the text box and edit as needed.
5. To delete a category, click the x in the title card.
6. To delete a response, click the x by the response box.
7. Once you've made all the necessary changes, click on the 'Save' button.
Grassroots allows you to create tags at the client level and allows you to tag contacts during the two way conversation. This article explains how to add tags at a client level.
1. On the navigation sidebar, click on 'Clients'.
2. Open the client you want to add tags to.
3. Click 'Templates'.
4. Click into 'Tags' field and add tags. System allows you to add up to 12 tags by separating them by a comma.
5. Once you have added all of the tags, click on the 'Save' button.
Grassroots allows you to create tags at the client level and allows you to tag contacts during the two way conversation. This article explains how to add tags at a client level.
1. On the navigation sidebar, click on 'Clients'.
2. Open the client you want to add tags to.
3. Click 'Templates'.
4. Click into 'Tags' field and add tags. System allows you to add up to 12 tags by separating them by a comma.
5. Once you have added all of the tags, click on the 'Save' button.
Once replies are received on the campaigns, the system will start creating new conversations. In order to start engaging with you recipients, you will need to assign conversations to yourself. This article explains how to load and assign conversations.
1. On the navigation sidebar, click on 'Conversations' tab.
2. If you don't have any conversations assigned, click on the 'Load More Conversations' button.
3. System will automatically assign 20 new conversations to you.
Please note: you can only be assigned 20 conversations at a time. If you need to load more conversations, please close out any inactive conversations in your queue.
1. From the conversations page, select a conversation you'd like to reply to.
2. On the right side, select the appropriate category.
3. Select the appropriate response.
4. Click the 'Send' icon.
Please note: client staff only has the ability to select pre-determined responses. Client manager has the ability to enter free-form replies.
While Grassroots automatically opt-outs recipients that reply with any opt-out keywords, there might be times where you will want to opt-out someone based on their reply (not an opt-out keyword). This article explains how to opt-out a recipient.
1. From the conversation details page, click on the 'Opt-Out' button.
2. The system will opt-out that recipient for that client.
When a conversation is no longer viable, you have the option to mark it as complete. When it's marked as complete, the system will archive that conversation and remove it from your list. This article explains how to mark a conversation as complete.
1. From the conversation details page, click on the 'Mark as Complete' button.
2. The conversation will be archived and no longer visible on your conversations list.
If you want to clear out all of the current conversations from your queue, you can use the 'Mark All as Complete' option.
3. On the conversations page, click 'Mark All as Complete'.
4. Confirm that you want to mark all conversations as complete.
5. System will clear out and archive all of the conversations in your queue.
In Grassroots, you can add conversation tags to contacts while engaging in a two way conversation with a recipient. This article explains how to assign a tag to a contact.
1. On the navigation sidebar, click on 'Conversations'.
2. Select a conversation with the contact you want to tag.
3. Click on the 'Add Conversation Tags'.
4. Select the needed tag.
5. Click on the 'Save' button.
6. The contact will now have that tag assigned to them. Tags will also show up on the daily 'Conversations' report.