Welcome to this comprehensive tutorial on using the Chat Menu’s Conversation Window in EasySocial. This guide walks you through how to effectively interact with leads, send and receive messages, manage templates, leverage AI Assist, and organize your conversations for maximum efficiency.

Getting Started: Accessing the Conversation Window

Step 1: Open the Chat Menu

Navigate to the Chat Menu and click on any lead to automatically open the chat inbox in the center of your screen. Here, you will see the complete conversation history with that lead.

Step 2: Identify Lead Details

At the top of the chat inbox:

• Lead Name: Displayed prominently.
• Lead Origin: Shows whether the conversation started via WhatsApp, Instagram, or another integrated source.

Step 3: 24-Hour Messaging Window

If the lead hasn't messaged you in the last 24 hours, you'll see "24 hours window elapsed" at the bottom of the inbox. To initiate a new chat, either wait for the lead to message first or send a template message.

Sending Messages with Templates

Step 4: Send Template Message

Click the Send Template button.

Step 5: Select a Template

Choose from the list of pre-approved Meta templates.

Step 6: Auto Resend Toggle

Enable the automatic resend toggle to ensure delivery in case the message fails. Recommended for marketing messages.

Step 7: Sending Options

• Send Instantly: Deliver immediately.
• Schedule Send: Click the up arrow next to the send button → pick exact date and time.

Taking Control of the Chat

Step 8: Take Control Option

Once the lead replies or initiates a conversation, click Take Control to manually type a response. Note: Chatbot will stop working once you take control.

Step 9: Pre-Typed Human Message

A pre-typed message notifies the lead they are now conversing with a human agent. This message is editable in real-time or can be disabled in chatbot settings.

Step 10: Send Additional Templates

Click the up arrow next to Take Control to send additional template messages while handling the conversation.

Enhancing Messages

Step 11: Adding Emojis

Click the emoji icon to add expression to your messages.

Step 12: Attachments

Click the attachment icon to send photos, videos, documents, audio files, and products (if catalog connected).

Step 13: Share Location

Click the location icon to share a specific place from your catalog.

Quick Replies

Step 14: Create a Quick Reply

Click the three-dot menu → Add New → name your shortcut → type the message → click Save.

Step 15: Use a Quick Reply

• Select the reply checkbox → click Use Reply.
• Or type /shortcutname in the reply box.

Step 16: Delete a Quick Reply

Select the checkbox next to the shortcut → three-dot menu → Delete.

AI Assist

Step 17: Generate Answers with AI Assist

Click AI Assist to generate a response using ChatGPT. Responses can be edited before sending. You can also train the AI for your business.

Ending Conversations & Chat Status

Step 18: End Conversation / Switch to Chatbot

Click End Conversation to return to chatbot mode if enabled.

Step 19: Lead Status Indicators

• Active leads remain in the Active tab.
• Resolved leads move to the Resolved tab automatically.

Searching & Assigning Leads

Step 20: Search Messages

Click the search icon at the top of the chat to search within the conversation.

Step 21: Assign Leads

Click three-dot menu → Assign Lead → select a team member from the dropdown.

Automation Sequences

Step 22: Create Automation Sequences

Send sequential template messages automatically with specified gaps. Ideal for marketing, reminders, and follow-ups. Learn more in the dedicated Automation Sequence tutorial video.

Conclusion

You’ve now mastered the Conversation Window in the Chat Menu. This guide covered initiating chats, sending templates, taking control, using quick replies, AI Assist, assigning leads, and automation sequences. Applying these features will help you manage conversations efficiently, enhance engagement, and streamline your team’s workflow.