This tutorial will cover the “Edit Conversation” action in Workflows. This action allows you to mark items as read or unread, and choose whether to archive or unarchive Conversations, giving you more control over your communication with your leads. Follow these steps to use the action in a Workflow:
Step 1: Create a Workflow
Navigate to Automation > Workflows and click on an existing one, or create a new one.
Step 2: Add the “Edit Conversation” action to the Workflow
Add an Action.
Choose “Edit Conversation”.
Select a title for your action if you wish (this will just show up internally in the Workflow Builder so you can title it, whatever you'd like. By default, it's just” “Edit Conversation”.)
Choose whether to Mark as Read or Unread or just leave it as is.
Choose to Archive, Unarchive (and move to Recents tab), or just leave as is.
Click Save in the bottom right to add the action to the Workflow.
In the top right of the builder, Save the Workflow.
Toggle from Draft > Publish for the Workflow to run.
Suggested Triggers
Contact Replied: This trigger allows you to automatically mark a conversation as read whenever a contact responds.
Appointment Status Changed: This trigger enables you to archive a conversation when an appointment is marked as completed.
Example Scenario
Imagine you want to keep your team organized by ensuring that resolved customer service conversations are archived and marked as read automatically.
Here’s how you can set it up:
Set up a workflow trigger that activates when a contact replies to a conversation.
Add the "Edit Conversation" action to the workflow.
Configure the action to mark the conversation as read and archive it.
This ensures that once a customer service issue is resolved, the conversation is automatically moved out of the active list, keeping your team focused on the issues that still need attention.
FAQs
1. What does the “Edit Conversation” action do?
The “Edit Conversation” action allows you to mark conversations as read or unread, and archive or unarchive them. This helps in organizing and managing conversations within your workflows.
2. Can I automatically archive all completed conversations using this action?
Yes, by setting up a trigger such as "Contact Replied" or "Appointment Status Changed," you can automatically archive conversations once the interaction is complete.
3. What happens if I select “None” for both Mark as Read/Unread and Archive/Unarchive?
If both options are set to "None," the action will have no effect on the conversation, and it will remain in its current state.
4. Will this action notify the user when a conversation is archived or unarchived?
No, this action only updates the conversation’s status. To receive notifications, you would need to add a separate "Send Notification" action.
5. Can I bulk update conversations with this action?
No, this action applies only to individual conversations triggered within a workflow. However, you can create workflows that update multiple conversations over time.