Open Converse View

To open it: go to Salesforce and open the Converse View tab.

My View and My Team View

In Converse View, you have two sections:

• My View: shows only chats related to you. This means chats you handled yourself, or chats another team member assigned to you.
• My Team View: shows every chat handled by your colleagues.

Inbox, Outbox, and chat filters

On the left, you have Inbox and Outbox. Inbox is selected by default and shows inbound (received) chats. Click Outbox to see messages that have been sent.

You can filter chats within your selected view and inbox or outbox using the buttons at the top right:

• Unread: filters chats that contain unread messages.
• All Chats: shows all chats (the default).

• Starred: filters chats that you have marked as important.

• Unassigned: shows chats that are not assigned to anyone, or not currently handled by any user.

Star, read, and unread chats

• Star or unstar a chat: click the star icon in the chat row to mark it as important or unimportant.

• Mark an unread chat as read: click the down icon in the chat row and choose the option shown.

• Mark a read chat as unread: click the down icon in the chat row and choose the option shown.

Link a chat to a Salesforce record

• If your chat is already linked to a record, the down icon menu shows View Record. Click it to open the record.

• If your chat is not linked to any record, the down icon menu shows an option to Create a Record and Transfer Chat instead.

Create a record and transfer the chat

1. Click Create a Record and Transfer Chats to open the popup for creating a record.
2. Search for and choose the object you want to create the record in, and pick the record type.
3. Enter the record details. The popup shows the chat's number: paste it into the mobile number field, then click Save.

1. After saving, a Transfer Chat button appears. Click it to link the chat to the record you just created.

Bulk actions on chats

You can select multiple chats at once and mark them as read, mark them as unread, assign them to a user, or add a label.

• Click the select/unselect icon (shown below) to select chats, then run one of these actions.

• To mark several chats as read at once: select their checkboxes, then click the Mark as read icon.

• To mark several chats as unread at once: select their checkboxes, then click the Mark as unread icon.

• To assign a chat to a user: select its checkbox, then click the assign to user icon. This opens a popup where you choose the user and write comments, then click Done.

• To add a label: select the chat's checkbox, then click the Add label icon. This is similar to Gmail's labels: a popup lets you pick the labels to apply, then click Apply.

To create a label, see Create a label below.

Create a label

1. Click the plus icon on the left side of the interface, in the label section, to open the create-label popup.
2. Enter the name and choose the color. The label name must be unique from existing labels.
3. You can also edit an existing label by clicking its edit icon.

Start a conversation

Click a chat to open the chat console on the right side of the interface. From there you can send and receive messages. Click the red close icon to close the chat console.

Search for a chat

Converse View has efficient search across your chats:

1. Select Name to search by contact name or phone number.
2. Select Chats to search by a keyword from the conversation you remember.

1. Select Record to search within an object by record name, then open the chat console to start a conversation.

Note

To learn more about how the chat console works, see the Chat console document.