Conversations can on the one hand be found on a general level across all projects via ‘Conversations’ in the horizontal navigation bar, and on the other hand you can also look at the conversations within a specific project. Once inside, conversations work in one and the same way, so we make no further distinction here.
Types of conversations
Conversations can originate from different places and be created by different parties. Below is a list of the different types of conversations within Ziggu:
Conversations: a conversation initiated via the Conversations functionality, not associated with a decision, aftercare item or other.
Decision conversations: a call started from the Decision functionality, connected to a specific decision.
Aftercare conversations: a call started from the Aftercare functionality, connected to a specific item.
Starting a new conversation
You can easily start a conversation from the Conversations functionality via the ‘+ New Conversation’ button.
A pop-up opens asking you to fill in a number of fields:
Category: Select a category to associate with this conversation. This category allows you to find the conversation more easily on the one hand, but will also give the customer a clear overview of what the conversation is about. You create conversation categories via the company settings.
Subject: Give your conversation a subject of your choice.
Message: Send a first message in the conversation.
Unit: Link the call to a Unit. Once linked, you will also see which customer is linked to this Unit.
Documents: If relevant or necessary, you can upload documents/image to the call.
Status of a conversation
A conversation can have 4 different statuses:
Open: When you or one of your customers opens a new topic, the conversation is Open.
Awaiting Feedback: Show that you are still waiting for Feedback from a customer, partner or colleague.
Ongoing: Remind yourself that something still needs to be done before you wish to close the conversation.
Closed: If you have replied to a message or don't think a reply is necessary, don't hesitate to close the conversation. The conversation disappears from your inbox, but not from the customer's. That way, you and your team can easily focus on the conversations that still need attention.
Note that only you (or another team member) can change the status of a conversation, neither the customer nor a supplier sees the status. The status is for internal use only.
Tip: If a customer or decision partner responds in a closed conversation, the status automatically changes to Open and you will find it at the top of your inbox.
Responsible for a conversation
When you reply to a message in a new conversation, you automatically become the person in charge of that conversation. This means you are the only one who will receive notifications about this conversation in the future.
You can easily change the person in charge. This can be useful when you want to pass a conversation to a team member. Click on the pencil next to Responsible and select the desired team member. The new responsible person will now receive a notification.
You can change the responsible in bulk via the cogwheel in the Conversations overview.
Actions within a Conversation
Within a conversation, you can perform numerous options, listed below:
Change the subject of the conversations.
Changing the conversation category.
Change the status of the conversation.
Move/delete messages. (Note that you can only delete messages you have sent yourself and not those from the client).
Reply to a message from a customer or partner.
Add an Internal note.
Modify the person in charge of a conversation.
Upload documents.
Add a signature
Would you like to end all your messages with a signature? You can! You can add and customise a signature in the profile settings.
Tip: Because we work with a chat box, customers don't expect a signature with email address, phone number and address. A friendly ‘Greetings, Ziggu’ might be enough!
Moving messages
Does a message belong in another conversation? Click the three dots to move it to the correct location. Then select the correct conversation and confirm with ‘Move’.
Tip: The customer receives a notification when his/her message has been moved to another conversation.
Add an Internal Note
Some calls require input from a colleague. Tag a team member and leave a note to discuss internally within a Conversation.
Getting started:
Open a Conversation
Click on ‘Note’. A yellow text box will appear. This yellow text box indicates that only team members can read the note.
Tag a team member by typing @ + Name
A notification is sent to the tagged team member. Your colleague can also leave a reply by using Notes. All team members see the notes, but only the team member who is tagged gets a notification. Partners and customers cannot see the notes.
Filter
Want to access messages with a specific status or are you looking for other ways to get your conversations in order? The following filters will help you find what you're looking for quickly.
You can filter by:
Status (open, Feedback pending, pending, closed)
Level (projects, buildings, units ...)
Unread
My calls (calls you are responsible for)
Decision calls (read more here)
Contact
Content
Tip: The filter selection is remembered when you return to the conversation overview from a conversation.
Forwarding emails to Ziggu
A customer emailing instead of contacting through the portal, we all know it. We therefore make it easier to respond to that kind of mail via Ziggu.
Forward the mail to the email address inbox@[domain].ziggu.app. The domain is the piece of the url personalised for your company. Usually, this is your company name. It is actually the same url you use to log in.
Now the mail appears in the overview under Conversations (at client level, not project level). Click to check to move the mail to a conversation.
You will then see an overview of the mail. Any attachments sent also appear on the portal. You can then choose to add the message to an existing conversation or start a new conversation. It's that simple!
