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Conversation View and Text Responses
Overview
After you have sent or received an initial text, the interaction is accessible by clicking on Messages and checking your Inbox or Archived areas. The first text in the string is the very beginning of your conversation history with the contact and all subsequent text messages in the string are stored within that same "conversation view."
The conversation view is the easiest place to respond to text messages, as you can quickly find the contact's conversation history and see the most recent message (you can always send a text through Compose, but that will require you to search for the contact's record first).
This article will cover:
- Viewing a conversation
- Responding to a text via the conversation view
- Additional functions in the conversation view
Layout and Details
The conversation view allows you to efficiently scroll through your conversation history with a contact and see the dates and times associated with your correspondence. You can send a text message to the contact (more on this below) and utilize the same functions you have access to under the Compose area--merge fields, templates, emoji, and MMS.
Several actions are also available in-conversation using the icons in the upper right hand corner.
Move the conversation to Archived or back to the Inbox by clicking the file icon.
Mark a conversation as read or unread by clicking the envelope icon.
To view the contact's record and imported information, click on the contact card icon for the Details panel appear.
Note that a conversation may only be stored in either the Inbox or the Archived area. Once in your Inbox, it will not automatically move to the Archived area even if you send a response, so you would need to use the functions explained above to move the conversation.
Responding
Sending a text from the conversation view is as simple as typing your message and clicking Send. Note that the character limit for replies is different from when you Compose a message. Replies allow for up to 1500 characters, while Compose has a 306-character length restriction.
When you Compose a message, a progress bar will help you identify how close you are to reaching the maximum length.
Merge Fields
Click on Field to include a merge field from the contact's record; this will insert the merge field's placeholder (e.g., "<FIRST NAME>"). When the contact receives the text, the placeholder will be filled in with the correct information from the contact's Cadence record.
Templates
Click on Template to utilize a pre-written text message in lieu of typing a response. Your team's Admin is responsible for creating and maintaining the list of templates available to the team. Strategically, it is beneficial to have response-specific templates set up to be used when sending from the conversation view.
Click on the specific template you want to use from the list. If desired, you can modify the text of the template before sending.
Emojis
Clicking on the "smiley face" icon allows you to insert an emoji in your response. Please follow our best practices for using emojis when communicating with contacts.
View Message History
Clicking on "View Message History" will take you to the contact profile page to see all conversation history for that contact across users in your team.
