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Chat to Text
Overview
With Chat-to-Text, Cadence users can seamlessly go from chatting with a site visitor to texting them when they provide their mobile number and consent. This will allow Cadence users to continue the conversation beyond the website and build a relationship with that site visitor as easily. They can follow up with the site visitor on any outstanding questions and provide the real-time assistance that site visitors need whether via chat or text. The integrations of these two solutions in our product complement each other to ensure comprehensive engagement for multiple communication channels.
Note: Send Text works directly with Cadence Text. You must be utilizing the Cadence Text to send text messages to contacts from Chat.
How to move a conversation from Chat to Text
Once a contact has provided their mobile number and consent to text, users will see a "Send Text Message" option that allows you to seamlessly transition the conversation from Cadence Chat to Cadence Text and start a conversation/communicate with the contact via text message.
A conversation that occurs via Text will not appear in the Chat conversation. Text conversations can be found in the messages area of the personal/shared inbox the conversation takes place in or on the Contact Conversation View (Click on Contacts>Search for contact).
If the contact doesn't currently exist in the Cadence Text contact list, it will manually create the contact via Compose. The contact should be added to the import list to get further information/get updates from your system of record.
- All mobile numbers that transition from Chat to Text are run through phone number validation to ensure that they are valid texting numbers
Contact Conversation History
The Contact Conversation History for a Contact is only available when Chat is being used in conjunction with Cadence Text
Once a Chat conversation has transitioned into a text message conversation, the contact record is where you'll find all Chat and Text conversation history for a specific contact. This profile provides an overall view of the contact where you'll be able to see the contact information, activity details, custom fields and Chat and Text message history. You also maintain the ability to manage the contact's opt out preference or block the contact from this page.
The Text conversation history is view-only, meaning campaigns or other message information cannot be edited here. Keep in mind, the history view is like a snapshot in time and any changes will not be reflected in this view.
Chat history will be displayed along with the date(s) and time the contact engaged with the Chat Bot and/or Live Chat. Each time they access the Chat Bot will be logged as a separate entry. To view the Chat Conversation history click the "View" button and it will take you to that specific chat conversation.
