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Kenneth Fuller

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Articles

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  • Apply Filters to Conversations

    Conversations may be filtered to only show relevant conversations, or to assist in finding any conversations related to a specific tag, channel, assignee, or status.      Important Note: Filters ar...

  • Create a Conversation

    All constituent communication is logged as conversations. Conversations are created when a constituent sends an email or uses SMS, but a conversation may need to be manually created in the case of ...

  • Close a Conversation

    Closing a message moves it from the inbox view. In order to view closed messages, the Status filter must be set to Closed.      Instructions   Navigate to the Conversations tab. Click Go to Conve...

  • Reply to a Conversation

    You can reply to a Conversation by clicking Reply or Add Message. Selecting Reply copies the previous message, like in an email, but limits your reply via the same channel the conversation is in. A...

  • Remove Tags from a Conversation

    This article will show you how to remove a Tag from the Conversation.      Instructions Navigate to the Conversations tab. Click Go to Conversation Details for the desired conversation. Click on ...

  • Add Tags to a Conversation

    Adding Tags to a Conversation allows for easier filtering of Conversations by shared topics, themes, concerns, etc., and makes it easier to identify common threads between multiple Conversations wi...

  • Assign a Conversation

    Assigning a conversation to an individual allows for easier filtering of conversations and easier communication with constituents. Conversations can be manually assigned to any assignee as long as ...

  • Channels Overview

    Channels are the means by which a constituent can communicate with your organization in Conversations.  Channels may be created for Email, SMS, Agent, Internal, and CivicPlus Chatbot communication....

  • Edit a Channel

    You may need to edit a Channel to change anything from the name of the channel to the outbound display name or update information such as blocklists or service IDs. Editing some channel types offer...

  • Enable a Templated Message

    This article will show the steps to enabling a Templated Message in Conversations.      Important Notes A Templated Message cannot be used in Conversations unless it is enabled. An enabled Templat...