The conversations module is the home of all your customer interactions. From emails, live chat, tickets, logged calls, completed playbook plays and meeting notes, every customer interaction is available in a single view.
From the conversations module you can get insights into your conversations, build alerts based on the content of conversations, create saved filters of conversation groups, send and reply to emails and Intercom messages, manage shared inboxes, know if emails have been read, schedule future sending and label, flag and move any conversation.
As a CS Leader it is where you get an overview of exactly how your team is engaging with your clients, and as a CSM it is where you engage and organise all your client communication. In short, there is a lot of power here!
The conversations module can be accessed by clicking on the speech bubble icon on the sidebar.
If your email is connected to Planhat, at the top of the sidebar you will see a large "New Message" bubble. Clicking here lets you send an email, or use a template or even populate an email with merge tags.
The conversation module enables you to create saved Filters that group customer conversations in whatever way you require. For example, if you quickly want to see all recent activities relating to Onboarding, you create a filter on it, or if you want to see all Emails to your Gold customers, you do the same.
Filter options include:
Labels, Date Periods, Conversation/Activity Type, Subject Lines, Segments, Persona, Owner, Co-Owner, Company, Team Member, End User / Contact, Phone Number, Key Word Search or Featured.
You can use them independently or together, enabling you to identify any specific group of conversations or activities with any group of clients or end-users possible.
To add a new filter click 'Add new filter' on the side bar.
Out of the box we provide a number of default filters, that will be populated by corresponding conversations.
The Inbox shows all emails, tickets or chats you have with your customers. It does not include activities as it is focused on your written conversations with customers, regardless of whether they happen in your email, ticketing system or live chat.
If the global filter (side bar filter tool) is enabled, only conversations matching those conditions will appear . For example, if the global filter is selected on a segment, only conversations with those customers will be included in the Conversations module.
📢 Pro tip: if you're on the email or the sender has the "Public Account Usage" (learn how to enable that setting here) setting enabled then you will be able to reply to the email directly from the Inbox.
As you might have guessed, the Sent filters shows emails, tickets and chat you have sent, either directly from your email, ticketing or chat tools, directly from within Planhat (emails and Intercom), or automatically via a trigger in Planhat.
Messages sent in Bulk from Planhat, such as NPS surveys or mass emails are sent in batches approximately every 10 minutes.
When you start writing new email or chat messages in Planhat, the message is saved as a draft until it is sent. You can close the message editor and return to your draft later in order to edit the content and send the message. Helpful when your laptop battery runs out in the middle of that important email!
Waiting for Approval
Here we bucket all emails that are automatically generated in Planhat, but have a rule to require manual approval before sending, This is an option on email/chat Triggers and NPS emails.
The Unassigned section will only be visible if there are unassigned emails. In Unassigned you'll find emails identified by Planhat as related to one of your customers owing to the email domain, but to a User who does not yet exist in Planhat. You can either discard these emails or assign them to a customer profile and create the related endusers.
When you have multiple customers sharing the same related domain, Planhat does not know where the new contact should be created. This folder will help you find all these cases and assign the email threads accordingly.
If customers with shared domains is not a major pain point for you don't worry, you can tell Planhat to automatically create new Users on the correct customer account based on the email domain. You can also use a half-way solution to block automatic user creation by domain if it's only an issue for a few of your customers.
All communications directly with you.
All conversations that have been starred on the Customer profile or here in the conversations module.
Creating new Filters
Much of the power of the conversations module comes from being able to create custom filters to easily identify and track specific conversation groups. These filters can be shared with the team or kept private. Click 'Add new filter' and you will see the following menu.
All Types - select any number of conversation / activity types to show in your filter, (e.g. Chats and QBR activities).
Add Rule - filter on conversations that match a specific criteria (e.g. all conversations across team members of your portfolio or conversations belonging to a specific customer Segment or user Persona).
Additional Rules - filter on specific text included in a conversation or activity. This can be incredibly helpful to track 'red flag' messages with key words such as cancel, upgrade or bug. You can use simple boolean logic to identify specific phrases or group search terms together. For example ("bug") OR ("cancel") would identify conversations containing either term, while ("upsale") AND ("module") would only show conversations with both terms together.
Label (icon) - filter by specific labels you have already added to your conversations and activities. Labels are highly customisable so an excellent way to add a 'meta' layer to your conversations and group interactions with qualitative criteria.
Time: Pick a time period in which the conversations must have occurred if you are looking to review conversations from a certain point in time.
The final option in the menu enables you to get notified every time a new conversation meeting the criteria is added to the filter. Using the example above, this is an excellent tool for CS leaders to stay tuned in key customer conversations, either by having an alert every there is communication with high value clients, or whenever 'red-flag' phrases are used in emails, tickets or chats.
Metrics and Automations
While not displayed on the Conversations module, an important thing to remember about Planhat is you can build an automation or metric off of any conversation or activity in the system. For example, a metric showing how many tickets a customer has created in the past 30 days, or an automation that every time an activity of type 'Onboarding' has occurred the following day an email is automatically sent to the customer.
Speak to your CSM if you would like to talk some of these things through.