How to Use the Universal Chats in ProManage

The Universal Chats module in ProManage is designed to streamline customer communication across various platforms. Whether your customers are reaching out via WhatsApp, Sulekha, ProManage, or other integrated channels, all interactions can be centrally managed from this interface.

In this guide, we'll walk you through how to effectively navigate and use the Universal Chats feature.

Search and Filters

1. Search Box

Quickly find conversations by typing the username of the end user who initiated the chat. This is especially helpful when dealing with a large volume of messages.

2. Date Range Filter

By default, the system loads chats from the last 7 days. You can adjust the date range filter to view interactions from a specific timeframe.

3. Advanced Filters

Use filters to refine the chats shown:

1. Source Channel: WhatsApp, Sulekha, ProManage, etc.
2. User Details: Filter users based on the availability of phone number, email, or none.
3. Tags: Auto-generated based on chat interactions and can be used to segment and analyze chats further.

Interacting with a Chat

When responding to a chat, ProManage gives you a range of tools to enhance communication:

1. Tokens: Use pre-defined dynamic tokens (e.g., {{user_name}}) for personalization.
2. Emojis: Add emojis to humanize and lighten up your replies.
3. Attachments: Share files directly in the chat.
4. Message Templates:
5. Choose from pre-saved templates for quick responses.
6. Create new templates to reuse for common queries.

Managing Chat Status

Each chat can be actively managed to track its lifecycle:

1. Done: Once a conversation is complete, click Done to close it. This moves the chat to the Done bucket.
2. Follow-Up: If a chat needs further action, mark it as Follow-Up to ensure it gets revisited.

Navigating Tabs in the Chat Module

There are four tabs within the chat interface to organize your conversations:

1. All – Displays all chats (default view).
2. Unresponded – Shows all chats that haven’t received a reply yet.
3. Done – Contains all chats marked as completed.
4. Follow-Up – Lists chats that require future action or attention.

You can switch between these tabs based on your workflow or priority.

Conclusion

The Universal Chats module in ProManage ensures that your team can manage multi-channel conversations efficiently from a single place. With smart filters, message templates, and status management, it empowers your support and sales teams to be more responsive and organized.

Start making the most of your customer interactions - one chat at a time.