It's easy to start using your Converso account.
Nobody likes reading a long user manual! So this article is designed to give you a quick guide on what you need to do so you can start messaging your contacts, with just a 2 minute (ish) read!
Please read the other articles in the Converso knowledge base for more in depth descriptions.
1. Take the tour
Firstly, go to the flag icon in the top right of your screen to start the product tour, which will give you a good overview on where key features are, and how to use them:
2. Set up your business
Under Settings > Business, add your business details eg name, address, and logo - these will be included in any invoices and checkouts you create, and also in WhatsApp message template .
Below business details, you will find the payments URL - this is the web address that is used for your payment links. This should be pre-provisioned as https://customer.converso.io/
(You will in future be able to connect your own domain so the URL includes your own business name, eg payments.yourcompany.com).
You can also set whether invoice details are obfuscated, such as the customer details (name and address) or invoice details (product description):
This is useful if customer or client data, or product info, contained within an invoice is considered confidential eg for medical or patient invoicing.
3. Add users
An admin can add colleagues as new users by going to Settings > Users. Click on the Add user button and add the new user's details.
The new user will then receive an email with their login details (email as username, and a new password). They can then change their password when they first login.
Users are provisioned at two levels: Agent or Admin.
Admin has access to all functionality across all groups (there is presently no admin role for just a group), and can access Settings. You can create multiple Admin users.
Agents are more restricted in use - they can't delete contacts, conversations, invoices, and can't edit any inputs in group admin. They also have no visibility of Message templates (under Group admin), and can't access Settings.
Agents can though assign a conversation to themselves or another agent. They can also archive a conversation as long as the conversation was assigned to them.
When a new user is added, they are automatically included as a member in the first group.
4. Add tags
Under Settings > Tags, you can create tags to apply to contacts.
To create a tag, just add the name and click Add tag.
These can be added to contacts under the tags dropdown:
Once a tag has been created, it will be possible to send messages to groups defined by the tag (this feature is presently under development).
5. Create a group
A group consists of defined users (members) who can view and respond to messages delivered on a specific WhatsApp or text service. A group has defined numbers for WhatsApp and text services.
(A Converso group should not to be confused with a WhatsApp group, they are different concepts).
All accounts have a default General group.
If you're an admin, you can also create new groups.
A group consists of a team inbox, my inbox, archived messages, broadcast messages, payments and admin. Conversations can only be assigned to one or more users in a group.
Under Admin > Channels, if you are an admin, you can connect new channels to a group (agents can just see the channels that have been connected, and the relevant text and WhatsApp numbers for the group).
Under Admin> Team, admins can select which users in the business can view and send messages in the group:
A user can be a member of one or more groups.
6. Import contacts
You can import your contacts via CSV - just go to contacts and click on Import Contacts and follow the instructions.
If you already have contacts saved under contacts, any new import will look for mobile number and then email, and if there is a match, the existing saved record will remain, with updates applied where appropriate from the imported data.
You can also import contacts from Xero and Quickbooks (see below).
7. Connect to WhatsApp
It's easy to connect to WhatsApp - just go to Settings > Integrations, and click on Connect to WhatsApp to get connected.
Please read this article here for more details.
8. Add payment providers
You can add payment buttons to your invoices (that are imported from a third party app like Xero or Quickbooks, or created directly in Converso) by connecting with Stripe for card payments, or connecting with Crezco for Open Banking payments.
Just go to Settings > Payments to get connected.
If you don't have an account at either of these providers, just follow the relevant link and sign up - it only takes a couple of minutes.
You can also define what payment methods are presented to contacts by ticking the relevant box(es) eg Pay by Bank for bank payments via Crezco, and Pay by Card for card payments via Stripe.
If the end customer has Apple Pay or Google Pay configured, these will automatically appear as an option for card payments.
9. Connect with accounting apps
You can connect with Xero and Quickbooks in order to import invoices and send them by text (WhatsApp coming soon).
Go to Settings > Integrations and click on the relevant provider.
Connecting takes a few seconds, and then new invoices, when saved, will be imported automatically into Converso.
For Xero, you will have options to define which accounts should be updated for bank and card payments:
You can then import contacts and new invoices (it's necessary to import contacts before importing new invoices).
You can also add a message and send to your customer, with the preferred payment method embedded at the bottom of the invoice.
When a payment is made, the payment status is automatically updated in Xero or Quickbooks to "paid".
When a payment is made through the accounting app (eg if it has been paid via an email sent from Xero/Quickbooks) then payment status is updated in Converso to "paid" and no further reminders are sent.
10. Get an overview from the dashboard
The dashboard provides at-a-glance analytics on messages and conversations, contained on tiles with real time updates:
The dashboard is split into two sections: analytics for you, the logged in user, and analytics for the group. All data is viewable by admins and agents.
You can click on the tile and be forwarded to the relevant list of conversations and messages.
Conversations assigned to me shows the number of conversations that you have been assigned to, and are responsible for responding to. This excludes archived conversations.
My unreplied messages shows the number of messages from contacts in your assigned conversations that you have not replied to - action needed :)!
Unread messages are the total number of messages from contacts that you have not read, and includes all conversations (including those you have not been assigned to).
Unassigned conversations is the number of unassigned conversations in the whole group (it's advisable that these conversations are then assigned to a member).
Unreplied messages is the total number of unreplied messages from contacts in that group.
11. Get in touch with support
The easiest way to raise a support ticket whilst in the app (or leave a comment or ask a question) is via the feedback button on the top right hand corner of the app:
You can also contact support at firstname.lastname@example.org, or via WhatsApp or text on 07451 282800.