Accessing the Conversation Inbox & Sending Messages

With Mercuri CX integrated into Pipedrive, you can easily view and respond to customer conversations. There are two ways to access the conversation inbox:

1. From Header Panel (Common Inbox)

2. From Deals or Contacts Page (Individual Chats)

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Accessing individual chats

Mercuri CX allows you to view and manage customer conversations directly from Deals or Contacts pages in Pipedrive. This ensures that all interactions are tied to the customer record, giving you full context while engaging with them.

1. Accessing from the Deals Page

Steps to Start a Conversation from the ClickDeals page

1. Go to the Deals section in Pipedrive.

2. Open the deal where you want to communicate with the contact.

3. In the left-side panel, click on Send Message.

4. The contact’s number will automatically be pre-filled.

5. Select the communication channel you want to use.

6. For WhatsApp communication, choose a message template from the list.

   • If the template contains variables (e.g., customer name, order ID), you’ll be prompted to fill them before sending.

   • Note: If the conversation window is closed, you can only initiate a new chat using approved WhatsApp templates.

7. Once ready, click Send.

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1. Accessing from the Contacts page

Steps to start a conversation from the Contacts page

• Go to the Contacts section in Pipedrive.

• Cick on the Contact with whom you want to start the conversation.

• In the left-side panel, click on Send Message.

• The contact’s number will automatically be pre-filled.

• Select the communication channel you want to use.

• For WhatsApp communication, choose a message template from the list.

  • If the template contains variables (e.g., customer name, order ID), you’ll be prompted to fill them before sending.

  • Note: If the conversation window is closed, you can only initiate a new chat using approved WhatsApp templates.

• Once ready, click Send.

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Key Features:

• Maintain a record of all conversations linked to a specific deal.

• Save time by using pre-approved WhatsApp templates.

• Enhance sales workflows with integrated messaging.

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Access Mercuri's common Inbox from the header panel

Steps to Start a Conversation:

1. Click on the Mercuri SMS & WhatsApp icon in the top navigation bar.

2. The Mercuri Inbox will open, displaying all conversations.

3. Click Start chat icon in the right corner of the Mercuri inbox to start a new conversation.

4. Select the recipient’s phone number.

5. Choose the communication channel (SMS or WhatsApp).

6. Type the message or select the pre-approved template and hit Send.

Key Features:

• Quickly view all active and closed conversations.

• Search for past messages using the search bar.

• Manage message notifications in real time.