Shared Inbox

1. Accessing Conversations

• Navigate to the Mercuri Tab:

  • After setting up Mercuri in your Pipedrive account, you’ll see a dedicated Mercuri tab in the Pipedrive interface. Click on this tab to access the Mercuri dashboard, where you can view and manage all your SMS and WhatsApp conversations.

• View and Manage Conversations:

  • Within the Mercuri tab, you’ll have a comprehensive view of all ongoing conversations. The interface is designed to help you easily navigate through messages, filter by channels (SMS or WhatsApp), and focus on the most important interactions.

• Starting a New Conversation:

  • To start a new conversation, select a contact from your Pipedrive contacts list. You can do this by searching for the contact in the search bar or by selecting a contact directly from a deal or lead.

  • Once the contact is selected, choose the desired communication channel—either SMS or WhatsApp—depending on how you want to reach out to the customer.

  • Click on Start Conversation to begin chatting with the selected contact. This will open a chat window where you can compose and send messages.

2. Sending Messages

• Compose Your Message:

  • In the chat box provided within the conversation window, type out the message you wish to send. Whether you’re providing an update, responding to a query, or sending a follow-up, the chat box allows for real-time messaging.

• Select the Communication Channel:

  • Before sending the message, ensure you’ve selected the correct communication channel (SMS or WhatsApp). The channel selection is typically located next to the chat box or within the message settings.

• Using Pre-configured Templates:

  • To streamline your communication, you can use pre-configured templates. Click on the Templates button located next to the chat box. A list of available templates will appear, categorized by SMS and WhatsApp.

  • Select the template that best suits your message. The template will auto-fill the chat box with the predefined message, which you can customize further if needed.

  • Using templates ensures consistency in your communication and saves time, especially when sending repetitive messages like order confirmations or appointment reminders.

• Send the Message:

  • Once your message is ready, click Send. The message will be delivered through the selected channel, and you’ll see the conversation updated in real-time within the Mercuri tab.

3. Managing Conversations

• Mercuri Inbox Overview:

  • All incoming messages from SMS and WhatsApp are centralized in the Mercuri Inbox within Pipedrive. The inbox provides an organized view of all active conversations, making it easy to monitor and manage customer interactions.

  • Messages are typically sorted by the time they were received, but you can also apply filters to view specific types of conversations, such as unread messages, specific channels, or those assigned to certain team members.

• Replying to Messages:

  • When a new message comes in, you can reply directly from the conversation thread. Simply click on the conversation to open it, compose your reply in the chat box, and send it through the appropriate channel.

• Assigning Conversations to Team Members:

  • Mercuri allows for collaboration among team members. If a conversation requires attention from another team member, you can assign the conversation to them directly from the inbox.

  • To do this, select the conversation and look for the Assign option. Choose the team member you want to assign the conversation to, and they will be notified of the new assignment.

• Setting Up Follow-Up Reminders:

  • To ensure that no conversation is missed or forgotten, you can set up follow-up reminders within the Mercuri inbox. This is particularly useful for leads or customer issues that require ongoing communication.

  • In the conversation thread, look for the Follow-Up or Remind Me option. You can set a specific date and time for the reminder, ensuring that you or a team member receives a notification to follow up with the customer.

• Archiving or Closing Conversations:

  • Once a conversation is resolved, you can archive or close it to keep your inbox organized. Archiving allows you to store the conversation for future reference without cluttering your active conversations.

  • Simply click on the conversation and select the Archive or Close option from the menu.