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 are created by different parties. Below is a list of the different types of conversations within Ziggu:
Conversations: a conversation started via the Conversations functionality, not linked to a decision, aftercare item, or other.
Decision Conversations: a conversation started from the Decision functionality, linked to a specific decision.
Aftercare Conversations: a conversation started from the Aftercare functionality, linked 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:
Subject: Give your conversation a subject of your choice.
Message: Send a first message in the conversation.
Unit: Link the conversation 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/images to the conversation.
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: Indicate that you are still waiting for Feedback from a customer, partner, or colleague.
In Progress: 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 think a reply is not needed, do not hesitate to close the conversation. The conversation will be archived on your end, but not on the customer's end. This 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 solely for internal use.
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
If you reply to a message in a new conversation, you automatically become the person responsible for that conversation. This means that you are the only one who will receive notifications about this conversation in the future.
You can easily change the responsible person. This can be useful when you want to pass on a conversation to a team member. Click on the three dots and click on 'edit', then select the desired responsible person. You can also change the subject of the conversation here. In addition, you can view all previous or other customer conversations. And last but not least, you can export the entire conversation to keep an overview, even after completion.
You can change the responsible person in bulk in the conversation overview.
Actions within a Conversation
Within a conversation, you can perform numerous options, here is an overview:
Add a file or attachment to substantiate the conversation.
View an overview of the files already sent.
Change the status of the conversation.
Choose to reply or send an internal note to a colleague (this note appears in yellow).
The snippets.
Snippets
A feature that saves you a lot of time. With snippets, you can create and save pre-written replies, such as: an ASAP reply or 'good afternoon, your message has been received and will be processed shortly'. This ensures both a customer-friendly and a time-saving approach!
After clicking on the speech bubble icon, the menu opens where you can view, select, or create a new existing snippet. Keep in mind that 'personal' snippets are only visible to you, while 'team' snippets can be used by the entire team.
Do you want to add an extra snippet?
Choose a title and decide whether it should be a Team snippet (visible to the whole team) or a personal snippet. Then type the message, save it, and select the snippet to use it in a conversation. It's that simple!
Adding a Signature
Would you like to conclude all your messages with a signature? You can! You can add and adjust a signature in the profile settings.
Tip: Because we work with a chatbox, customers do not expect a signature to be placed with an email address, phone number, and address. A friendly "Greetings, Ziggu" can sometimes be enough!
Moving Messages
Does a message belong in another conversation? Click on 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 their message is moved to another conversation.
Adding an Internal Note
Some conversations require input from a colleague. Tag a team member and leave a note to consult internally within a Conversation.
Getting started:
Open a Conversation
Click on 'Note'. A yellow text box appears. This yellow text box indicates that only team members can read the note.
Tag a team member by typing @ + Name
A notification will be sent to the tagged team member. Your colleague can also leave a reply using Notes. All team members see the notes, but only the team member who is tagged receives a notification. Partners and customers cannot see the notes.
Filtering
Do you want to consult messages with a specific status or are you looking for other ways to organize your conversations? The following filters will help you quickly find what you are looking for. Of course, you can also search for keywords via the search bar at the top.
You can filter by:
Status (open, Awaiting Feedback, In Progress, closed)
Level (projects, buildings, units ...)
Unread
My conversations (conversations for which you are responsible)
Decision Conversations (read more here)
Contact
Content
Tip: The filter selection is remembered when you return from a conversation to the conversation overview.
Forwarding Emails to Ziggu
A customer who emails instead of contacting via the portal is familiar to all of us. We therefore make it easier to respond to those types of emails via Ziggu.
Forward the email to the email address inbox@[domain].ziggu.app. You can also find this by going to Project settings.
The domain is the part of the URL that is personalized for your company. This is usually your company name. It is actually the same URL you use to log in.
The email will now appear in the overview under Conversations (at customer level, not at project level). Click on Check to move the email to a conversation.
You will then see an overview of the email. Any attachments that are sent will also appear on the portal.
You can then choose to add the message to an existing conversation or to start a new conversation. Or is it spam? Or an email that is already listed as a message in your inbox? Then simply delete the email via the trash can in the bottom right. It's that simple!