What are conversations?
Mteja allows businesses to run two-way engagements over SMS, where they can send and receive feedback from their customers. This is made possible by the SMS channels i.e. Dedicated short codes and shared shortcodes (learn more).
What is Team Inbox?
The feature shows each conversation as an individual thread, allowing the agent to interact with a specific customer and continue the engagement. Additionally, the
agent can assign a status to the conversation, make notes about the conversation, or re-assign the conversation to another agent for follow-up.
How to run two-way conversations on Team Inbox?
Go to SMS on the main menu
Go to Channels on the extended menu
Click on Configure next to the shortcode you would like to set up.
Enable the Team Inbox
The switch will turn pink when Enabled, see image below:
Optional: Set up whether you want to automatically mark all conversations as read once they are received.
Optional: Activate sentiment analysis. This will enable the platform to analyse the conversations to determine prevailing emotional attitude within the text. The attitude is determined to be either positive, neutral, negative or mixed.
Optional: Agents to Auto-Assign. This will allow you to configure agents who should be automatically assigned conversations once received in the team inbox.
Optional: Status - you can add status that agents can use when running conversations. For example, Open or Close to indicate where a conversation is.
9. Inbound Messaging Mode: Set the configuration to either:
Manual Messaging, to run two conversations or;
Auto reply: if you want a response to be sent to a recipient immediately they message you.
a. Set a message that should be sent out to the recipient.
b. Set a timer for when the automated response should be sent each time the recipient responds to you. You can set between 1 minute and 1440 minutes ( equivalent to 24 hours).
Click on SAVE to complete the set up.
The figure shows a completed set up of the team inbox, using the Auto reply inbound messaging mode.
How to run conversations on Team Inbox?
Click on Team Inbox from the SMS menu.
Click on a conversation from Unassigned, Assigned to Me or All.
Click on a conversation from the list.
To respond, click on the message box and type your response.
Optional: You can make notes to yourself,
or comment to another agent to collaborate, by clicking the @ symbol
How to start a conversation from the team inbox?
Click on New Conversations
A message box will pop up
Select the Shortcode you want to use.
Input the phone number of the person
Type the messages and click Send
The message will appear in the message list on the Team Inbox.
Reach us at support@mteja.io for additional support or if you have any queries with the service.