Important: the new conversation templates will be live from the 17th of January 2019.
Need inspiration? Check out this tutorial of a real life example to get up and running!
Before there were only two types of conversations: the regular, planned conversation and a quick conversation without the planning or preparation component. A popular request that we were getting was the ability to create different kinds of conversations and to be able to customise them at will. This is now possible with conversation templates.
With conversation templates you have more power and control about how conversations between your users develop. Do you want your users to follow a carefully selected set of questions? That's now possible.
Do you want certain conversations to be visible for team leads, other than the one conducting the conversation, while others should remain strictly private between the parties involved? That's now possible as well!
Do you want to manually assign specific conversations to different user groups? We've got you covered!
Revamped Conversation Studio
When you now go to the Conversation Studio you will find six tabs. We will explain the function of each tab below.
In the overview tab you will find every finished conversation that has taken place between two of your users. You will find the planned date of the conversation, the parties involved, which template they used and whether it was part of a push.
You can now push a conversation to a group of users. What is a 'push' exactly?
A push allows you to assign specific conversation templates to different group of users. Let's say you want your sales team and your engineering team to have different types of conversations. You can create and customise two different templates and assign each to the relevant users.
Find more about creating a 'push' in this helpdesk article.
You will find templates that have been assigned in the table underneath this tab. Click on the push name and you will find an overview of assigned users and conducted conversations.
You will find an overview of templates underneath the 'Templates' tab. Here you can quickly see whether a template is available from the user's conversations overview or whether the template is active. Here you can also 'push' the template to a group of users.
Find more about creating a template in this helpdesk article
Here you will find an overview of available topics which you can use to customise your templates with. A topic is a collection a thematically connected questions.
You can also create new topics and delete existing ones.
Here you'll find your question library. Questions are organised by topic (see above). You can add specific questions to a template or let users import them from the library when planning the conversation.
These settings are global: this will be applied to all existing conversation templates.
- Only use Quick conversations: This will basically disable the conversation template feature and users will only be able to use the 'Quick' conversation type.
- Conversation interval: Send a reminder to the team leader (or coach) after a fixed amount of days since the last time the person had a conversation to remind him to plan another one.
- Calendar invitation: Send a calendar invitation with the email notification when a conversation has been planned or when the date has changed.
- Coach can add coachees: (only with Coaching module on) Let the coach add their own coachees.
It's a long video but it's worth the watch, if you want all the information.