Working with the Messenger

Find out on this manual page how you can use Messenger for your everyday tasks in the best way.

Configuring Messenger

Would you like to customize Messenger for your individual needs? Information on configuring the Messenger can be found on the manual page Configuring Messenger.

2. Structure of Messenger

The CRM » Messenger menu is structured as follows:

messenger UI en
  • Navigation: Here you can navigate through different parts of the menu. The currently selected section (blue bar) is displayed in the main window on the right. Click on menu to expand or collapse the navigation bar.

  • Toolbar: Here you can search for conversations, adjust the columns in the overview, set the results to be shown per page and click through the pages with the conversations.

  • Main window: Here you can see whichever section is currently open.

    • Overview: When you start a search, you’ll see the results in an overview. The overview provides information about the conversations found at a glance. You see, for example, the email addresses of the senders, the subject, the date when the message was received, the assigned tags and by means of the icon attach_file, you can see whether the message has an attachment.

    • Detail view: When you open a message, the details will become visible below the main window. Click on Reply to open the editor in which you can write your reply.

3. Inbox

In the navigation on the left side of the Messenger, you can find the folder inbox Inbox. You can see the number of new messages behind it. This information is updated in real-time.

Click in the Inbox folder in the top right on Configure columns (settings) and activate (check_box) the columns that you want to see in the overview. You can also deactivate (check_box_outline_blank) activated columns again. Click on drag_indicator and hold down the symbol to change the order of the columns with drag-and-drop. The following table lists the available columns in the Inbox folder.

Save time and use the group function to carry out certain functions for the conversations in this folder at once.

Individually adjusting the width of the table columns

You can adjust the columns’ width in this Messenger view according to your needs. When hovering over the respective table columns, blue lines appear which allow you to adjust the size as desired.

Table 1. Configuring columns in the Messenger
Column Explanation

Selection

Shows the checkbox for the group function (check_box_outline_blank) in the overview.
The column with the checkboxes is always shown on the far left of the overview. The position of this column cannot be adjusted.

Done

Shows with the icon circle that the conversation has not been marked as done. Shows with the icon circle that the conversation has been marked as done.
Note: You can also adjust the type directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.
Note: You can also adjust the entry Done / Not done directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Short ID

Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the ID.

Referrer

Shows with a symbol the referrer of the conversation’s first message.
Possible values:

  • Back end

  • PayPal plugin ()

  • eBay

  • REST

  • Plugin

Relations

The conversation relations are shown here, for example:

  • person Name of the contact (contact ID)

    • Click in the overview on the name of the contact to open details about this contact in a separate overlay. You can see in the overlay the name of the contact with the ID and a direct link to the contact data record, the email address, the company, the client, the last order with ID, status, order date and package number as well as a short payment overview with paid and pending amounts of the contact as well as email addresses for replies from the Messenger (reply-to field).

  • shopping_cart Order ID

    • Depending on whether it is a normal order, a subscription or a reorder, you will be redirected to the corresponding menu when clicking on the ID within the conversation.

    • Click in the overview on the ID of the order to open details about this order in a separate overlay. You can see in the overlay the ID of the order and a direct link to the order, the order status, the order date, the date of outgoing items, the referrer, the name of the shipping service provider, the package number and the name of the contacts with the ID and a direct link to the contact data record as well as email addresses for replies from the Messenger (reply-to field).

  • mail Email address

  • credit_card Payment ID

Notes:
The contact has a direct link to the corresponding data record in the CRM » Contacts menu. You can also click on find_in_page to directly display all of the contact’s conversations.
The order has a direct link to the corresponding data record in the Orders » Orders menu. You can also click on find_in_page to directly display all conversations linked to the order.
The subscription has a direct link to the corresponding data record in the Orders » Subscriptions (Test phase) menu.
The reorder has a direct link to the corresponding data record in the Stock » Purchase order menu.
The payment has a direct link to the corresponding data record in the Orders » Payments menu.

You can remove relations in the overview. To do this, move the mouse pointer over a relation until an X appears on the right and click on it. Here you have the option to delete the relation from the list of recipients as well.

Subject

Shows the subject of the first message within the conversation.

Preview

Shows the preview of the latest message within the conversation.

Created on

Shows the date and the time when the conversation was created. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the date.

Updated on

Shows the date and the time when the conversation was updated. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the date.

Tags

Shows the tags that are assigned to the conversation.
Note: You can also adjust the tags directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Attachments

The symbol attach_file in the Number of attachments (attach_file) columns shows whether the conversation has attachments. When you hover with your cursor over the symbol, you can see how many attachments the conversation has. Right next to the title bar, click onarrow_upward to sort the table by the number of attachments.

Priority

In the Priority column, the symbols show the priority of the conversation. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the selected priority.
For further information about the available priorities, refer to the Setting a priority chapter.
Note: You can also adjust the priority directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Follow-up date

Shows the follow-up date that has been saved for the conversation. The follow-up date is the scheduled time for re-establishing contact or following up on a conversation.
Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the follow-up date.

Note: You can also adjust the follow-up date directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Folder

Shows in which folder the conversation has been saved.
If the conversation was moved to multiple folders, all folders are listed in the Folder column.

Deadline

Shows the deadline that was saved for the conversation. Right next to the title bar, click on arrow_downward or arrow_upward to sort the table in ascending or descending order by the deadline.
Note: You can also adjust the deadline directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Type

Shows the type of the conversation.
Note: You can also adjust the type directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Status

Shows the status of the conversation in the selected colour and with the selected progress in percent in brackets.
Note: You can also adjust the status directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Owner

Shows the owner of the conversation in the overview.

Subscribed

The symbol done in the column notifications shows whether you have subscribed for the conversation.

Subscribers

Shows all subscribers of the conversation in the overview.

Actions

Allows to edit the conversation in the overview.
The column with the actions is always shown on the far right of the overview. The position of this column cannot be adjusted.

4. New messages

In the navigation on the left side of the Messenger, you can find the folder mark_chat_unread New messages below the folder inbox Inbox.

Click in the New messages folder in the top right on Configure columns (settings) and activate (check_box) the columns that you want to see in the overview. You can also deactivate (check_box_outline_blank) activated columns again. Click on drag_indicator and hold down the symbol to change the order of the columns with drag-and-drop. The following table lists the available columns in the New messages folder.

Save time and use the group function to carry out certain functions for the conversations in this folder at once.

Individually adjusting the width of the table columns

You can adjust the columns’ width in this Messenger view according to your needs. When hovering over the respective table columns, blue lines appear which allow you to adjust the size as desired.

Table 2. Configuring columns in the Messenger
Column Explanation

Selection

Shows the checkbox for the group function (check_box_outline_blank) in the overview.
The column with the checkboxes is always shown on the far left of the overview. The position of this column cannot be adjusted.

Done

Shows with the icon circle that the conversation has not been marked as done. Shows with the icon circle that the conversation has been marked as done.
Note: You can also adjust the type directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.
Note: You can also adjust the entry Done / Not done directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Short ID

Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the ID.

Referrer

Shows with a symbol the referrer of the conversation’s first message.
Possible values:

  • Back end

  • PayPal plugin ()

  • eBay

  • REST

  • Plugin

Relations

The conversation relations are shown here, for example:

  • person Name of the contact (contact ID)

    • Click in the overview on the name of the contact to open details about this contact in a separate overlay. You can see in the overlay the name of the contact with the ID and a direct link to the contact data record, the email address, the company, the client, the last order with ID, status, order date and package number as well as a short payment overview with paid and pending amounts of the contact as well as email addresses for replies from the Messenger (reply-to field).

  • shopping_cart Order ID

    • Depending on whether it is a normal order, a subscription or a reorder, you will be redirected to the corresponding menu when clicking on the ID within the conversation.

    • Click in the overview on the ID of the order to open details about this order in a separate overlay. You can see in the overlay the ID of the order and a direct link to the order, the order status, the order date, the date of outgoing items, the referrer, the name of the shipping service provider, the package number and the name of the contacts with the ID and a direct link to the contact data record as well as email addresses for replies from the Messenger (reply-to field).

  • mail Email address

  • credit_card Payment ID

Notes:
The contact has a direct link to the corresponding data record in the CRM » Contacts menu. You can also click on find_in_page to directly display all of the contact’s conversations.
The order has a direct link to the corresponding data record in the Orders » Orders menu. You can also click on find_in_page to directly display all conversations linked to the order.
The subscription has a direct link to the corresponding data record in the Orders » Subscriptions (Test phase) menu.
The reorder has a direct link to the corresponding data record in the Stock » Purchase order menu.
The payment has a direct link to the corresponding data record in the Orders » Payments menu.

You can remove relations in the overview. To do this, move the mouse pointer over a relation until an X appears on the right and click on it. Here you have the option to delete the relation from the list of recipients as well.

Subject

Shows the subject of the first message within the conversation.

Preview

Shows the preview of the latest message within the conversation.

Created on

Shows the date and the time when the conversation was created. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the date.

Updated on

Shows the date and the time when the conversation was updated. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the date.

Tags

Shows the tags that are assigned to the conversation.
Note: You can also adjust the tags directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Attachments

The symbol attach_file in the Number of attachments (attach_file) columns shows whether the conversation has attachments. When you hover with your cursor over the symbol, you can see how many attachments the conversation has. Right next to the title bar, click onarrow_upward to sort the table by the number of attachments.

Priority

In the Priority column, the symbols show the priority of the conversation. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the selected priority.
For further information about the available priorities, refer to the Setting a priority chapter.
Note: You can also adjust the priority directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Follow-up date

Shows the follow-up date that has been saved for the conversation. The follow-up date is the scheduled time for re-establishing contact or following up on a conversation.
Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the follow-up date.

Note: You can also adjust the follow-up date directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Folder

Shows in which folder the conversation has been saved.
If the conversation was moved to multiple folders, all folders are listed in the Folder column.

Deadline

Shows the deadline that was saved for the conversation. Right next to the title bar, click on arrow_downward or arrow_upward to sort the table in ascending or descending order by the deadline.
Note: You can also adjust the deadline directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Type

Shows the type of the conversation.
Note: You can also adjust the type directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Status

Shows the status of the conversation in the selected colour and with the selected progress in percent in brackets.
Note: You can also adjust the status directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Owner

Shows the owner of the conversation in the overview.

Subscribed

The symbol done in the column notifications shows whether you have subscribed for the conversation.

Subscribers

Shows all subscribers of the conversation in the overview.

Actions

Allows to edit the conversation in the overview.
The column with the actions is always shown on the far right of the overview. The position of this column cannot be adjusted.

5. My messages

In the navigation on the left side of the Messenger, you can find the folder 3pMy messages below the folder inboxInbox. You can see all conversations here that you subscribed for.

Click in the My messages folder in the top right on Configure columns (settings) and activate (check_box) the columns that you want to see in the overview. You can also deactivate (check_box_outline_blank) activated columns again. Click on drag_indicator and hold down the symbol to change the order of the columns with drag-and-drop. The following table lists the available columns in the My messages folder.

Save time and use the group function to carry out certain functions for the conversations in this folder at once.

Individually adjusting the width of the table columns

You can adjust the columns’ width in this Messenger view according to your needs. When hovering over the respective table columns, blue lines appear which allow you to adjust the size as desired.

You will learn how to add a new folder below this table.
Table 3. Configuring columns in the Messenger
Column Explanation

Selection

Shows the checkbox for the group function (check_box_outline_blank) in the overview.
The column with the checkboxes is always shown on the far left of the overview. The position of this column cannot be adjusted.

Done

Shows with the icon circle that the conversation has not been marked as done. Shows with the icon circle that the conversation has been marked as done.
Note: You can also adjust the type directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.
Note: You can also adjust the entry Done / Not done directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Short ID

Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the ID.

Referrer

Shows with a symbol the referrer of the conversation’s first message.
Possible values:

  • Back end

  • PayPal plugin ()

  • eBay

  • REST

  • Plugin

Relations

The conversation relations are shown here, for example:

  • person Name of the contact (contact ID)

    • Click in the overview on the name of the contact to open details about this contact in a separate overlay. You can see in the overlay the name of the contact with the ID and a direct link to the contact data record, the email address, the company, the client, the last order with ID, status, order date and package number as well as a short payment overview with paid and pending amounts of the contact as well as email addresses for replies from the Messenger (reply-to field).

  • shopping_cart Order ID

    • Depending on whether it is a normal order, a subscription or a reorder, you will be redirected to the corresponding menu when clicking on the ID within the conversation.

    • Click in the overview on the ID of the order to open details about this order in a separate overlay. You can see in the overlay the ID of the order and a direct link to the order, the order status, the order date, the date of outgoing items, the referrer, the name of the shipping service provider, the package number and the name of the contacts with the ID and a direct link to the contact data record as well as email addresses for replies from the Messenger (reply-to field).

  • mail Email address

  • credit_card Payment ID

Notes:
The contact has a direct link to the corresponding data record in the CRM » Contacts menu. You can also click on find_in_page to directly display all of the contact’s conversations.
The order has a direct link to the corresponding data record in the Orders » Orders menu. You can also click on find_in_page to directly display all conversations linked to the order.
The subscription has a direct link to the corresponding data record in the Orders » Subscriptions (Test phase) menu.
The reorder has a direct link to the corresponding data record in the Stock » Purchase order menu.
The payment has a direct link to the corresponding data record in the Orders » Payments menu.

You can remove relations in the overview. To do this, move the mouse pointer over a relation until an X appears on the right and click on it. Here you have the option to delete the relation from the list of recipients as well.

Subject

Shows the subject of the first message within the conversation.

Preview

Shows the preview of the latest message within the conversation.

Created on

Shows the date and the time when the conversation was created. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the date.

Updated on

Shows the date and the time when the conversation was updated. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the date.

Tags

Shows the tags that are assigned to the conversation.
Note: You can also adjust the tags directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Attachments

The symbol attach_file in the Number of attachments (attach_file) columns shows whether the conversation has attachments. When you hover with your cursor over the symbol, you can see how many attachments the conversation has. Right next to the title bar, click onarrow_upward to sort the table by the number of attachments.

Priority

In the Priority column, the symbols show the priority of the conversation. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the selected priority.
For further information about the available priorities, refer to the Setting a priority chapter.
Note: You can also adjust the priority directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Follow-up date

Shows the follow-up date that has been saved for the conversation. The follow-up date is the scheduled time for re-establishing contact or following up on a conversation.
Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the follow-up date.

Note: You can also adjust the follow-up date directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Folder

Shows in which folder the conversation has been saved.
If the conversation was moved to multiple folders, all folders are listed in the Folder column.

Deadline

Shows the deadline that was saved for the conversation. Right next to the title bar, click on arrow_downward or arrow_upward to sort the table in ascending or descending order by the deadline.
Note: You can also adjust the deadline directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Type

Shows the type of the conversation.
Note: You can also adjust the type directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Status

Shows the status of the conversation in the selected colour and with the selected progress in percent in brackets.
Note: You can also adjust the status directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Owner

Shows the owner of the conversation in the overview.

Subscribed

The symbol done in the column notifications shows whether you have subscribed for the conversation.

Subscribers

Shows all subscribers of the conversation in the overview.

Actions

Allows to edit the conversation in the overview.
The column with the actions is always shown on the far right of the overview. The position of this column cannot be adjusted.

6. My folders

To have a better overview and structure in your conversations, you can create as many folders as you like. The folders you created will then be shown within the folder 3p My folders.

The folders then work like a filter. Click on one of the folders and all conversations will be shown in the overview that are assigned to this folder.

6.1. Adding a new folder

Proceed as described below to add a new folder.

Adding a new folder:

  1. Go to CRM » Messenger.

  2. In the side navigation on the left, click in the line 3pMy folders on more_vert (More options) and then on addAdd new folder.
    → The Add new folder window opens.

  3. Enter a name for the folder.

  4. Click on Save.
    → The folder is created. You can find the folder under 3p My folders.

By clicking on the folder, only the conversations contained in this folder are shown in the overview.

6.2. Renaming the folder

Do you want to save another name for the folder? To do so, proceed as follows.

Renaming the folder:

  1. Go to CRM » Messenger.

  2. On the left side, expand 3pMy folders.

  3. In the line of the folder that you want to rename, click on more_vert (More options).

  4. Click on edit Rename.
    → The Rename folder window opens.

  5. Enter an other name for the folder.

  6. Click on Save.

6.3. Deleting a folder

Proceed as described below to delete a new folder.
Important: When deleting the folder, only the relation is deleted, but not the conversations within the folder. If you delete a folder, the conversation are moved to the Inbox folder.

Deleting a folder:

  1. Go to CRM » Messenger.

  2. On the left side, expand 3pMy folders.

  3. In the line of the folder that you want to delete, click on more_vert (More options).

  4. Click on delete Delete.
    → The Delete folder window opens.

  5. Click on delete DELETE.
    → The folder is deleted and the conversations contained in it are moved to the Inbox folder.

7. My filters

Once you saved a filter and apply this filter, the folder bookmarks My filters becomes visible. You can find all saved filters in this folder. By clicking on the corresponding filter, the filter settings are applied to the folder that you have currently opened.

8. Archive

In the navigation on the left side of the Messenger, you can find the folder archive Archive. All archived conversations are stored here.

Better performance through use of the archive

We recommend using the archive if you have a high number of conversations (over 1000). This allows you to improve the performance of the Messenger.

Automatically archiving conversations

How to set that conversations will automatically be moved to the archive after a certain number of days, is described in the Automatically archiving conversations chapter.

Click in the archive folder in the top right on Configure columns (settings) and activate (check_box) the columns that you want to see in the overview. You can also deactivate (check_box_outline_blank) activated columns again. Click on drag_indicator and hold down the symbol to change the order of the columns with drag-and-drop. The following table lists the available columns in the archive.

Save time and use the group function to carry out certain functions for the conversations in this folder at once.

Individually adjusting the width of the table columns

You can adjust the columns’ width in this Messenger view according to your needs. When hovering over the respective table columns, blue lines appear which allow you to adjust the size as desired.

Table 4. Configuring columns in the Messenger
Column Explanation

Selection

Shows the checkbox for the group function (check_box_outline_blank) in the overview.
The column with the checkboxes is always shown on the far left of the overview. The position of this column cannot be adjusted.

Done

Shows with the icon circle that the conversation has not been marked as done. Shows with the icon circle that the conversation has been marked as done.
Note: You can also adjust the type directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.
Note: You can also adjust the entry Done / Not done directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Short ID

Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the ID.

Referrer

Shows with a symbol the referrer of the conversation’s first message.
Possible values:

  • Back end

  • PayPal plugin ()

  • eBay

  • REST

  • Plugin

Relations

The conversation relations are shown here, for example:

  • person Name of the contact (contact ID)

    • Click in the overview on the name of the contact to open details about this contact in a separate overlay. You can see in the overlay the name of the contact with the ID and a direct link to the contact data record, the email address, the company, the client, the last order with ID, status, order date and package number as well as a short payment overview with paid and pending amounts of the contact as well as email addresses for replies from the Messenger (reply-to field).

  • shopping_cart Order ID

    • Depending on whether it is a normal order, a subscription or a reorder, you will be redirected to the corresponding menu when clicking on the ID within the conversation.

    • Click in the overview on the ID of the order to open details about this order in a separate overlay. You can see in the overlay the ID of the order and a direct link to the order, the order status, the order date, the date of outgoing items, the referrer, the name of the shipping service provider, the package number and the name of the contacts with the ID and a direct link to the contact data record as well as email addresses for replies from the Messenger (reply-to field).

  • mail Email address

  • credit_card Payment ID

Notes:
The contact has a direct link to the corresponding data record in the CRM » Contacts menu. You can also click on find_in_page to directly display all of the contact’s conversations.
The order has a direct link to the corresponding data record in the Orders » Orders menu. You can also click on find_in_page to directly display all conversations linked to the order.
The subscription has a direct link to the corresponding data record in the Orders » Subscriptions (Test phase) menu.
The reorder has a direct link to the corresponding data record in the Stock » Purchase order menu.
The payment has a direct link to the corresponding data record in the Orders » Payments menu.

You can remove relations in the overview. To do this, move the mouse pointer over a relation until an X appears on the right and click on it. Here you have the option to delete the relation from the list of recipients as well.

Subject

Shows the subject of the first message within the conversation.

Preview

Shows the preview of the latest message within the conversation.

Created on

Shows the date and the time when the conversation was created. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the date.

Updated on

Shows the date and the time when the conversation was updated. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the date.

Tags

Shows the tags that are assigned to the conversation.
Note: You can also adjust the tags directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Attachments

The symbol attach_file in the Number of attachments (attach_file) columns shows whether the conversation has attachments. When you hover with your cursor over the symbol, you can see how many attachments the conversation has. Right next to the title bar, click onarrow_upward to sort the table by the number of attachments.

Priority

In the Priority column, the symbols show the priority of the conversation. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the selected priority.
For further information about the available priorities, refer to the Setting a priority chapter.
Note: You can also adjust the priority directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Follow-up date

Shows the follow-up date that has been saved for the conversation. The follow-up date is the scheduled time for re-establishing contact or following up on a conversation.
Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the follow-up date.

Note: You can also adjust the follow-up date directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Folder

Shows in which folder the conversation has been saved.
If the conversation was moved to multiple folders, all folders are listed in the Folder column.

Deadline

Shows the deadline that was saved for the conversation. Right next to the title bar, click on arrow_downward or arrow_upward to sort the table in ascending or descending order by the deadline.
Note: You can also adjust the deadline directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Type

Shows the type of the conversation.
Note: You can also adjust the type directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Status

Shows the status of the conversation in the selected colour and with the selected progress in percent in brackets.
Note: You can also adjust the status directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Owner

Shows the owner of the conversation in the overview.

Subscribed

The symbol done in the column notifications shows whether you have subscribed for the conversation.

Subscribers

Shows all subscribers of the conversation in the overview.

Actions

Allows to edit the conversation in the overview.
The column with the actions is always shown on the far right of the overview. The position of this column cannot be adjusted.

9. Automatically archiving conversations

Set the number of days after which conversations should be automatically moved to the archive. To do so, proceed as described below. Note that only a person with Admin rights is able to carry out this setting.

Automatically archiving conversations:

  1. Go to Setup » CRM » Messenger » General.
    Or: If you are already in the Messenger menu, click on the left side below the settings Settings section on folder_open General.

  2. In the Automatically archive conversations section, activate (toggle_on) the option Activate “Automatically archive conversations” function.

  3. In the Number of days (max. 5 years) section, enter a number.

  4. Save (save) the settings.
    → All conversations will be automatically moved to the archived after the number of days entered here.

10. Trash

In the navigation on the left side of the Messenger, you can find the folder delete Trash. Here you can find all deleted conversations and all deleted messages.

Automatically removing deleted messages

Refer to the Automatically emptying trash chapter to learn how to automatically remove deleted messages and conversations from trash after a certain number of days.

Click in the trash folder in the top right on Configure columns (settings) and activate (check_box) the columns that you want to see in the overview. You can also deactivate (check_box_outline_blank) activated columns again. Click on drag_indicator and hold down the symbol to change the order of the columns with drag-and-drop. The following table lists the available columns in the trash folder.

Save time and use the group function to carry out certain functions for the conversations in this folder at once.

Individually adjusting the width of the table columns

You can adjust the columns’ width in this Messenger view according to your needs. When hovering over the respective table columns, blue lines appear which allow you to adjust the size as desired.

Table 5. Configuring columns in the Messenger
Column Explanation

Selection

Shows the checkbox for the group function (check_box_outline_blank) in the overview.
The column with the checkboxes is always shown on the far left of the overview. The position of this column cannot be adjusted.

Done

Shows with the icon circle that the conversation has not been marked as done. Shows with the icon circle that the conversation has been marked as done.
Note: You can also adjust the type directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.
Note: You can also adjust the entry Done / Not done directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Short ID

Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the ID.

Referrer

Shows with a symbol the referrer of the conversation’s first message.
Possible values:

  • Back end

  • PayPal plugin ()

  • eBay

  • REST

  • Plugin

Relations

The conversation relations are shown here, for example:

  • person Name of the contact (contact ID)

    • Click in the overview on the name of the contact to open details about this contact in a separate overlay. You can see in the overlay the name of the contact with the ID and a direct link to the contact data record, the email address, the company, the client, the last order with ID, status, order date and package number as well as a short payment overview with paid and pending amounts of the contact as well as email addresses for replies from the Messenger (reply-to field).

  • shopping_cart Order ID

    • Depending on whether it is a normal order, a subscription or a reorder, you will be redirected to the corresponding menu when clicking on the ID within the conversation.

    • Click in the overview on the ID of the order to open details about this order in a separate overlay. You can see in the overlay the ID of the order and a direct link to the order, the order status, the order date, the date of outgoing items, the referrer, the name of the shipping service provider, the package number and the name of the contacts with the ID and a direct link to the contact data record as well as email addresses for replies from the Messenger (reply-to field).

  • mail Email address

  • credit_card Payment ID

Notes:
The contact has a direct link to the corresponding data record in the CRM » Contacts menu. You can also click on find_in_page to directly display all of the contact’s conversations.
The order has a direct link to the corresponding data record in the Orders » Orders menu. You can also click on find_in_page to directly display all conversations linked to the order.
The subscription has a direct link to the corresponding data record in the Orders » Subscriptions (Test phase) menu.
The reorder has a direct link to the corresponding data record in the Stock » Purchase order menu.
The payment has a direct link to the corresponding data record in the Orders » Payments menu.

You can remove relations in the overview. To do this, move the mouse pointer over a relation until an X appears on the right and click on it. Here you have the option to delete the relation from the list of recipients as well.

Subject

Shows the subject of the first message within the conversation.

Preview

Shows the preview of the latest message within the conversation.

Created on

Shows the date and the time when the conversation was created. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the date.

Updated on

Shows the date and the time when the conversation was updated. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the date.

Tags

Shows the tags that are assigned to the conversation.
Note: You can also adjust the tags directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Attachments

The symbol attach_file in the Number of attachments (attach_file) columns shows whether the conversation has attachments. When you hover with your cursor over the symbol, you can see how many attachments the conversation has. Right next to the title bar, click onarrow_upward to sort the table by the number of attachments.

Priority

In the Priority column, the symbols show the priority of the conversation. Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the selected priority.
For further information about the available priorities, refer to the Setting a priority chapter.
Note: You can also adjust the priority directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Follow-up date

Shows the follow-up date that has been saved for the conversation. The follow-up date is the scheduled time for re-establishing contact or following up on a conversation.
Right next to the title bar, click on arrow_upward or arrow_downward to sort the table in ascending or descending order by the follow-up date.

Note: You can also adjust the follow-up date directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Folder

Shows in which folder the conversation has been saved.
If the conversation was moved to multiple folders, all folders are listed in the Folder column.

Deadline

Shows the deadline that was saved for the conversation. Right next to the title bar, click on arrow_downward or arrow_upward to sort the table in ascending or descending order by the deadline.
Note: You can also adjust the deadline directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Type

Shows the type of the conversation.
Note: You can also adjust the type directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Status

Shows the status of the conversation in the selected colour and with the selected progress in percent in brackets.
Note: You can also adjust the status directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter. This function is available for all views except the trash.

Owner

Shows the owner of the conversation in the overview.

Subscribed

The symbol done in the column notifications shows whether you have subscribed for the conversation.

Subscribers

Shows all subscribers of the conversation in the overview.

Actions

Allows to edit the conversation in the overview.
The column with the actions is always shown on the far right of the overview. The position of this column cannot be adjusted.

11. Creating a new conversation

Proceed as described below to create a new conversation in the Messenger.

Creating a conversation:

  1. Go to CRM » Messenger.

  2. In the top left corner, click on add New conversation.
    → The New conversation section appears on the right-hand side of the screen.

  3. Enter a value in the Recipient field and select the appropriate value from the suggestion list.
    Example: If you enter a number, possible receivers with this order ID or contact ID will be suggested. Also the external order ID and the external number that is saved in the contact details will be taken into account here.

  4. Select a group from the drop-down list.

  5. Enter the subject of the message in the Subject field.

  6. optional Click on the header New conversation to expand a section with further properties of the new conversation.

  7. optional Select properties for the new conversation such as Owner, Priority and Deadline.

  8. Enter the message in the text field.

  9. Use the editor’s formatting options, if desired.
    Note: To do so, double-click on the word that you want to format to open the editor. For example, you can centre the text or pin it flush left or right and change the font and background colour.

  10. Click on Add attachments (attach_file) to add attachments to the message.

  11. Click on Assign tags to message (local_offer) to assign tags for the message.

  12. Select further options, if needed, by clicking on more_vert. Note Table 6.

  13. Click on forward_to_inbox SEND.

Table 6. Creating a new conversation in the Messenger
Setting Explanation

Owner

Here you can search for owners and select existing owners for the conversation (check_box).

Set type and status

Here you can search for type and status and select an existing type and status for the conversation (check_box).

Set priority

Select a priority for the conversation.

Manage folders

Select a folder for the conversation (check_box).

Set deadline

Set a deadline for the conversation.

Follow-up date

Set a follow-up date for the conversation.

Assign tags

Here you can search for tags and select existing tags for the conversation (check_box).

Mark as done

Marks the conversation as done.

Recipient

Enter a name or ID here and select the appropriate value from the suggestion list. You can add more recipients.
Click on the icon on the right-hand side of the input field (link) to also save the recipient as a relation.
Note: When entering an ID, besides the contact ID and the order ID also the external order ID and the external number from the contact details are taken into account here.

Group

Select a group from the drop-down list. The list shows the names of the default groups and the groups you have created.

Subject

Enter the subject. This is a mandatory field.

Text field

Enter the content of the message here.

Add attachments (attach_file)

Click on attach_file to add attachments to your message. Select as many attachments as you like from your computer.
The following file types can be sent as an attachment: bmp, csv, gif, jpeg, json, pdf, png, tiff, txt, xlsx, zip.

Whisper mode (visibility / visibility_off)

You can whisper messages to make these messages only visible for internal purposes but not for your contacts. To do so, click on Whisper mode (visibility).
You can see in this view that a message is whispered by means of the button visibility_off. The button changes from forward_to_inbox SEND to visibility_off WHISPER.
In the overview, whispered messages are shown in italics.
Important: You can also use the whisper mode globally for all users.

Text blocks (description)

With a click on description all text blocks you created are displayed.
Enter the name of the text block in the Search text block field. Click on previewText block overview* to see an overview of all text blocks. Click on edit Edit text blocks to get redirected to the EmailBuilder with the type Text block preselected.

Template overview (preview)

By clicking on preview, the Emaill service window opens. Note the explanations in the chapter using the email service in a new conversation under the table.

Template favourites (folder_special)

By clicking on folder_special you see all templates that you marked as favourite. Here you can also search for templates. Select the language to load the template’s content in the text field.

Show timer (more_vert)

You can start a timer for every message. To do so, click on more_vert first. If you then activate the Show timer button (toggle_on), the timer next to the button forward_to_inbox SEND will start running automatically.
Click on pause_circle to stop the timer or on play_circle to start the timer again.

Text blocks (more_vert)

You can deactivate the text blocks in the toolbar. First, click on more_vert then on toggle_on so that the toggle button beside Text blocks is grey.

Templates (more_vert)

You deactivate the display of the templates and template favourites in the toolbar. First, click on more_vert then on toggle_on so that the toggle button beside Templates is grey.

SEND

By clicking on forward_to_inbox SEND, the message will be sent.
Note: If you whisper the message, this button is changed to visibility_off WHISPER.

12. Using the email service in a new conversation

Use the email service to send an email template in a new Messenger conversation. To do so, proceed as follows.

Using the email service in a new Messenger conversation:

  1. Go to CRM » Messenger.

  2. In the top left corner, click on addNew conversation.

  3. Enter a value in the Recipient field and select the appropriate value from the suggestion list.
    Example: If you enter a number, possible receivers with this order ID or contact ID will be suggested. Also the external order ID and the external number that is saved in the contact details will be taken into account here.

  4. Select a group from the drop-down list.

  5. Enter the subject of the message in the Subject field.

  6. Select the channel from the drop-down list.

  7. Click on preview (Template overview) at the bottom of the toolbar.
    → The Email service window opens.

  8. Select a language from the drop-down list Template language.

  9. Use the filters to search for the appropriate EmailBuilder template. Note the explanations about the filters in the Filter options in the email service chapter.
    → The templates that correspond to the search criteria entered are shown. Or: The folders that contain the templates that correspond to the search criteria entered are shown.

  10. Click on the template.

  11. Click on preview LOAD TEMPLATE.
    → The template is loaded in the text field.

  12. Use the editor’s formatting options, if desired. Click on code (Code view) to edit the template’s content in HTML source code.

  13. Click on forward_to_inbox SEND at the bottom right.

13. Replying to a message

Search for the conversation that contains the message you want to reply to. Click on the message and click on Reply to open the reply editor.

messenger reply to message
Figure 1. Replying to a message
If you would like to reply to a message and one of your colleagues is replying to that message exactly at the same time, this is shown in the upper part of the message: User XY is writing a message…​.

When replying to an existing message, you can see all recipients that will receive this message. You can add more recipients. Enter either a part of the name or the ID. When entering an ID, also the contact ID, the order ID, the external order ID and the external number from the contact details are taken into account.

You can see the following icons below the reply editor:

messenger UI reply icons
Figure 2. Icons below the reply editor

If the option Subject is activated (toggle_on), you can adjust the subject line. If you have not activated the Subject option (toggle_off), the Subject field is not visible when replying to the message. The currently selected subject is then automatically transferred when replying to the message.
Use the formatting options of the editor in the message you want to answer with. To do so, double-click on the word that you want to format to open the editor. For example, you can centre the text or pin it flush left or right and change the font and background colour.

14. Searching for a conversation in the Messenger

Open all conversations in a list or select filters (tune) to narrow down the search results in the Messenger overview.

Once you have found the desired conversation, you can open the single messages that are contained in the conversation.

Searching for a conversation in the Messenger:

  1. Go to CRM » Messenger.

    • Option 1: Click on search to see a list of all conversations.

    • Option 2: Enter a value in the search field and select the appropriate filter from the suggestion list. The following search parameters are available: Subject, Contact ID, Email, Message content, Short ID and Order ID.

    • Option 3: Click on tune to narrow down the search results with filters.

  2. Note the explanations about the filters in Table 7.

Table 7. Filter options in the Messenger
Filter Explanation

Subject

Enter a word to only search for conversations containing this word in their subject line.
Note: This filter is also available in the search field.

Message content

Enter a word to only search for contents within the message body.
Note: This filter is also available in the search field.

From / To

Enter a date or select the dates from the calendars (today) to search for conversations within a certain time period.

Type

Select (check_box) one or multiple types from the list to only search for conversations with this type.
Tip: Enter a part of the type name into the search field to find the desired type even faster.
Click on check_box_outline_blank Select all to select all available types. Klicke auf check_box Deselect all to cancel the selection again.

Status

Select (check_box) one or multiple statuses from the list to only search for conversations with this type.
Note: The Status filter is only visible when you select the type filter before. Depending on the types that you selected in the Type filter, the corresponding statuses are shown grouped by the type.
Tip: Enter a part of the status name into the search field to find the desired status even faster.
Click on check_box_outline_blank Select all to select all available statuses. Klicke auf check_box Deselect all to cancel the selection again.

Referrer

Select a referrer to only search for conversations with this referrer.
Possible values:

  • Back end

  • REST

  • Plugin

  • PayPal plugin ()

Short ID

Enter the ID of the conversation to only search for the conversation with this ID.
Note: This filter is also available in the search field.

Sender

Select a sender from the list to only search for conversations from this sender.

Done

Select Yes to only search for conversations that have been marked as done. Select No to only search for conversations that are not done yet.

Has attachments

Select Yes to only search for conversations with attached files. Select No to only search for conversations that have no files attached.

Contact ID

Enter an ID to only search for conversations that are linked with this contact ID.
Note: This filter is also available in the search field.

Available operators
Operator Explanation

IN

Is in.
Only conversations that have the chosen contact IDs assigned are displayed.

Exists
Yes: Only conversations to which at least one contact ID is assigned are displayed.
No: Only conversations to which no contact ID is assigned are displayed.

Order ID

Enter an ID to only search for conversations that are linked with this order ID.
Note: Depending on whether it is a normal order, a subscription or a reorder, you will be redirected to the corresponding menu when clicking on the ID within the conversation.
Note: This filter is also available in the search field.

Available operators
Operator Explanation

IN

Is in.
Only conversations that have the chosen order IDs assigned are displayed.

Exists
Yes: Only conversations to which at least one order ID is assigned are displayed.
No: Only conversations to which no order ID is assigned are displayed.

Email

Enter an email address to only search for conversations that contain this email address.
Note: This filter is also available in the search field.

Available operators
Operator Explanation

IN

Is in.
Only conversations that have the chosen email addresses assigned are displayed.

Contains
Only conversations to which email addresses containing the filter term are assigned are displayed.
Example: The filter term @gmail displays all conversations that have an Gmail address assigned.

Exists
Yes: Only conversations to which at least one email address is assigned are displayed.
No: Only conversations to which no email address is assigned are displayed.

Tags

Select (check_box) tags to only search for conversations with these tags. Click on check_box_outline_blank Select all to select all available tags. Click on check_box Deselect all to cancel the selection again.
Choose an operator from the list to filter conversations more precisely with tags.

Available operators
Operator Explanation

=

Is equal to.
Only conversations that were assigned the exact tag are displayed.

NIN

Is not in.
Only conversations that don’t have the exact tag assigned are displayed.

IN

Is in.
Only conversations that have the chosen tag assigned are displayed.

Payment ID

Enter an ID to only search for conversations that are linked with this payment ID.

Deadline

Select a value from the list to only search for conversations with a deadline in this range.
Available values:

  • Yesterday

  • Today

  • Tomorrow

  • Exceeded

  • In the future

Priority

Select a priority from the list to only search for conversations with this priority.
Available priorities:

  • keyboard_double_arrow_up Very high

  • arrow_upward High

  • Medium

  • arrow_downward Low

  • keyboard_double_arrow_down Very low

Follow-up date

Select a value from the list to only search for conversations with a follow-up date in this range.
Available values:

  • Yesterday

  • Today

  • Tomorrow

  • Exceeded

  • In the future

Subscriber

Select a name from the list to only search for conversations with this subscriber.
Tip: Enter at least 3 characters in the field to see a suggestion list with the available subscribers.

Owner

Select an owner from the list to only search for conversations with this owner. Choose No owner to search for conversations that don’t have an owner.

Channel

Select a channel from the list to only search for conversations from this channel.

replay

Resets the selected filter criteria.

search SEARCH

Starts the search. The conversations found are listed in the overview.
Tip: Don’t choose any filters if you want to see all of the conversations in the overview.

14.1. Saving the current filter

When you start a search, your selected filters are displayed up top as so-called “chips”. You can save these filters to apply them again more quickly and easily in the future.

Saving the current filter:

  1. Start a search.

  2. Click on Saved filters (bookmarks).

  3. Click on bookmark_border Save current filter.

  4. Enter a name for the filter.

  5. Decide whether

    • this filter should be set as default filter (toggle_on)

    • this filter should be created for all users (toggle_on).

  6. Click on SAVE.
    → The filter now appears under Saved filters (bookmarks).

Use drag-and-drop to arrange the filters in a specific order by clicking on Move (drag_indicator). Click on delete to delete a filter.

14.2. Applying saved filters

Proceed as follows to apply an already saved filter for the search.

Applying saved filters:

  1. Click on Saved filters (bookmarks).

  2. Click on a filter that you have already created.
    → The search is started and the filter settings are displayed up top as so-called “chips”.

Once you apply a saved filter, the folder bookmarks My filters becomes visible in the side navigation on the left side. The folder My filters contains all saved filters. By clicking on the corresponding filter, the filter settings are applied to the folder that you have currently opened.

14.3. Setting a default filter

To make sure that you don’t have to select a filter that you use quite often from the list of your saved filters every time when opening the CRM » Messenger menu, you can set a created filter as default filter. Every time when you open the Messenger, this filter will be automatically applied.

You can set the filter as default filter directly when creating it as described in Saving the current filter or you can set the filter as default in the overview afterwards.

In the line of the saved filter, click on star Set as default. If you want to set another filter as default filter, deactivate the currently selected default filter by clicking on star_outline Do not use as default.

15. Editing a conversation in the overview

Carrying out the group function

Use the group function in the Messenger to edit several conversations at once. For further information, refer to the Using the group function chapter.

You can already customise many properties of the conversation in the overview using inline editing, including:

In the Messenger overview, the following functions are available when clicking in the line of the conversation on more_vert:

messenger context menu overview
Figure 3. Editing a conversation

15.1. Marking a conversation as read / unread

Proceed as described in the following sub-chapters to mark a conversation as read or unread.

15.1.1. Marking a conversation as read

Proceed as described below to mark a conversation in the overview as read.

Marking a conversation as read:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to mark as read, click on more_vert.

  4. Click on mark_email_read Mark conversation as read.
    → The line of the conversation is no longer shown in bold and the blue circle circle at the beginning of the line disappears.

15.1.2. Marking a conversation as unread

Proceed as described below to mark a conversation in the overview as unread.

Marking a conversation as unread:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to mark as unread, click on more_vert.

  4. Click on mark_email_unread Mark conversation as unread.
    → The line of the conversation will be in bold and blue circle circle appears.

15.2. Assigning tags to a conversation

Proceed as described below to assign a tag to a conversation. You can also search for tags that are available for the Messenger. This might also be useful if you really created a lot of tags for the Messenger conversations or Messenger: Billable messages sections.

Assigning tags to a conversation:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation, click on more_vert.

  4. Click on local_offer Assign tags to conversation to see a list of all tags that you have already created for the sections Messenger conversation and Messenger: Billable messages.
    Tip: If you have created a lot of tags for the Messenger conversations or Messenger: Billable messages sections, enter the name of the tag in the search field Search for tag.

  5. Select (check_box) the tags that you want to assign to the conversation.
    → The tag is assigned to the conversation and you see the tag in the overview in the Tags column.

15.2.1. Adding a tag

If you could not find the tag you were looking for as described in the Assigning tags to a conversation chapter, you can create a new tag from the Messenger overview. To do so, proceed as described below.

Creating a new tag:

  1. Go to CRM » Messenger.

  2. In the line of the conversation, click on more_vert.

  3. Click on local_offer Assign tags to conversation.

  4. Click on add Add tag to create a new tag.
    → You will automatically be redirected to the Setup » Settings » Tags menu. Create more tags for the sections Messenger conversation or Messenger: Billable messages.

15.2.2. Editing a tag

Proceed as described below to edit a tag from the Messenger overview.

Editing a tag:

  1. Go to CRM » Messenger.

  2. In the line of the conversation, click on more_vert.

  3. Click on local_offer Assign tags to conversation.

  4. Click on edit Edit tag to edit an existing tag.
    → You will automatically be redirected to the Setup » Settings » Tags menu. There, you can edit the tags.

15.3. Managing folders

Proceed as described below to manage the folders from the conversation. Note that you have to create a folder in advance.

Moving a conversation to a folder:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to move to a folder, click on more_vert.

  4. Click on folder Manage folders.

  5. Select (check_box) one or multiple folders from the list.
    Note: If you activated the Folder option via the Configure columns function, you can see in the overview in which folder the conversation is saved.

Removing a conversation from a folder

You can remove a conversation from a folder at any time.

Removing a conversation from a folder:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to remove from a folder, click on more_vert.

  4. Click on folder Manage folders.

  5. Click on the activated (check_box) folder to remove the selection (check_box_outline_blank).

Removing a conversation from all folders

If you want to remove the conversation from all folders, click on folder_off Remove from all folders.

15.4. Marking a conversation as done / not done

Proceed as described in the following sub-chapters to mark a conversation as done or not done.

15.4.1. Marking a conversation as done

Proceed as described below to mark a conversation in the overview as done.

Marking a conversation as done:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to mark as done, click on more_vert.

  4. Click on circle Mark conversation as done.
    → The circle icon is displayed.

15.4.2. Marking a conversation as not done

Proceed as described below to mark a conversation in the overview as not done.

Marking a conversation as not done:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to mark as not done, click on more_vert.

  4. Click on radio_button_unchecked Mark conversation as not done.
    → The circle icon will be removed.

15.5. Subscribing for / Unsubscribing from a conversation

You can subscribe for conversations where you are not directly part of so that you will be informed in case of new messages within this conversation. Not being directly part of it means that you are neither a recipient nor a sender of a message within this conversation. Of course, you can unsubscribe from a conversation’s subscriber list any time with just one click.

15.5.1. Subscribing for conversations

Proceed as follows to subscribe for a conversation.

Subscribing for a conversation:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to subscribe for, click on more_vert.

  4. Click on notifications_active Subscribe for conversation.
    → In the column notifications Subscribed, the symbol done is shown.

15.5.2. Unsubscribing from a conversation

Proceed as described below to unsubscribe from a conversation.

Unsubscribing from a conversation:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to unsubscribe from, click on more_vert.

  4. Click on notifications_off Unsubscribe from conversation.
    → In the column notifications Subscribed, the symbol done is no longer shown.
    → From now on, you will no longer receive notifications when a new message arrives in this conversation.

15.6. Setting a priority

Proceed as described below to set a priority for the conversation.

Setting a priority:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to set a priority for, click on more_vert.

  4. Click on star Set priority.

  5. Select a priority from the list.

Available priorities and their meaning

You can save the following priorities for the conversation:

  • keyboard_double_arrow_up Very high

  • arrow_upward High

  • Medium

  • arrow_downward Low

  • keyboard_double_arrow_down Very low

The selected priority is then shown next to the tags in the opened conversation. You can also search for conversations with a certain priority and sort the conversations in the overview in ascending and descending order by the priority (arrow_upward and arrow_downward).

Removing the priority

You don’t want to show a priority for the conversation any longer? Proceed as described below to remove the priority from the conversation.

Removing the priority:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to remove the priority from, click on more_vert.

  4. Click on star Set priority.

  5. Click on remove_circle_outline Remove priority.

15.7. Changing the group of a conversation

Proceed as described below to change the group of a conversation.

Changing the group of a conversation:

  1. Open the menu CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. Click on the more_vert icon in the line of the conversation where you want to change the group.

  4. Click on category Change group.

  5. Select the corresponding group.

  6. Click on save Save.

15.8. Setting a type and status

Proceed as described below to set a type and status for the conversation. Make sure you have previously created a type and status.

Setting a type and status:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to set a type and status for, click on more_vert.

  4. Click on checklist_rtl Set type and status.

  5. First, select the type and then the desired status from the list.

Default type and default status are overwritten

The type and the corresponding status that you select here for the conversation will overwrite the default type and default status that you selected in the Messenger configuration assistant in the Settings for receiving emails step.

The selected type and the selected status are then shown in the open conversation next to the tags. You can also search for conversations with certain types and statuses and sort the conversations in the overview in ascending and descending order by the type and status (arrow_upward and arrow_downward).

15.9. Setting a deadline

Proceed as follows to set a deadline for a conversation.

Setting a deadline:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to set a deadline for, click on more_vert.

  4. Click on calendar_today Set deadline.
    → The window Set deadline opens.

  5. Select the date from the calendar (today).

  6. Click on calendar_today Set deadline.
    → The deadline for the conversation is now set.

You can also search for conversations with certain deadlines and sort the conversations in the overview (arrow_upward and arrow_downward) in ascending and descending order by the deadline.

15.10. Change owner

Proceed as follows to change the owner for a conversation.

Changing the owner:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to change the owner for, click on more_vert.

  4. Click on manage_accounts Change owner.
    → The Change owner window opens.

  5. Select a role from the first drop-down list.

  6. Select an owner from the second drop-down list.

  7. Click on Save.

15.11. Setting the follow-up date

Proceed as follows to set a follow-up date for a conversation. The follow-up date is like a resubmission.

Setting the follow-up date:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to set a follow-up date for, click on more_vert.

  4. Click on calendar_view_day Set follow-up date.
    → The Set follow-up date opens.

  5. Select the date from the calendar (today).

  6. Click on calendar_view_day Set follow-up date.
    → The follow-up date for the conversation is now set.

You can also search for conversations with certain follow-up dates and sort the conversations in the overview (arrow_upward and arrow_downward) in ascending and descending order by the follow-up date.

15.12. Conversation history

Proceed as follows to open the conversation history. The history shows, for example, which user has changed the type and status of the conversation and when or which user has restored a conversation from the archive.

Opening the conversation history:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to open the history for, click on more_vert.

  4. Click on historyConversation history.
    → The window Conversation history opens.

You can also open the history from the opened conversation.

15.13. Archiving a conversation

Proceed as described below to archive a conversation.

Automatically archiving conversations

How to set that conversations will automatically be moved to the archive after a certain number of days, is described in the Automatically archiving conversations chapter.

Archiving a conversation:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to archive, click on more_vert.

  4. Click on archiveArchive conversation.
    → The conversation is moved to the archive.

15.14. Deleting a conversation

Proceed as described below to delete a conversation in the overview.

Automatically removing deleted conversations

Refer to the Automatically emptying trash chapter to learn how to automatically remove deleted messages and conversations from trash after a certain number of days.

Deleting a conversation:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. In the line of the conversation that you want to delete, click on more_vert.

  4. Click on deleteDelete conversation.
    → A window opens and you need to confirm your decision.

  5. Click on Yes.
    → The conversation is deleted and moved to trash.

16. Pinning conversations

You can pin conversations in the Messenger to simply and quickly switch between these conversations. To do so, proceed as described below.

Pinning a conversation:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. Open the conversation.

  4. In the top right of the opened conversation, click on push_pin (Pin conversation).
    → The folder Pinned conversations that contains all pinned conversations appears in the side navigation.

16.1. Unpinning an individual conversation

There are two ways to unpin a pinned conversation:

  • via the side navigation

    • To do so, click in the folder Pinned conversations in the line of the conversation that you would like to unpin on bookmark_remove (Unpin conversation).

  • via the opened conversation

    • In the top right of the opened conversation, click on bookmark_remove (Unpin conversation).

16.2. Unpinning all conversations

To unpin all pinned conversations at one, click in the line of the folder Pinned conversations on more_vert (More options) and then on playlist_remove (Unpin conversations).

17. Editing a single message

You already know the different actions for the conversation that is described earlier on this page. Of course, you can also edit single messages. Proceed as described in the following sub-chapters.

messenger edit single message en
Figure 4. Editing a single message via the actions

Within the conversation, you can see the individual messages with the basic formatting as a preview without having to open the entire message. Behind the subject of the opened conversation, you can see the number of messages that are contained in the conversation in brackets.

17.1. Opening a message

Click on a conversation in the overview to open a message.

17.2. Forwarding a message

To forward a message, open the context menu in the line of the message by clicking on more_vert and then on forward Forward message. Then enter the e-mail address of the person to whom you want to forward the message. Recipients of a forwarded message are not automatically added to the relations.

17.3. Assigning tags to the message

Proceed as described below to assign a tag to a single message.

Assigning tags to the message:

  1. Go to CRM » Messenger.

  2. Open the conversation that contains the message you want to assign a tag for.

  3. Open the message by clicking in the line of the message.

  4. In the top right of the message, click on more_vert and then on local_offerAssign tags to conversation to see a list of all tags that you have already created for the sections Messenger conversation and Messenger: Billable messages.
    Tip: If you have created a lot of tags for the Messenger conversations or Messenger: Billable messages sections, enter the name of the tag in the search field Search for tag.

  5. Select (check_box) the tags that you want to assign to the message.

17.4. Downloading attachments

You can either download the attachments of the message one by one or download all attachments of the message as a ZIP file to your computer.

Downloading attachments:

  1. Go to CRM » Messenger.

  2. Open the conversation that contains the message whose attachment(s) you want to download.

  3. Open the message by clicking in the line of the message.

  4. In the top right of the message, click on more_vert and then on attach_file Attachments.

  5. Click on one attachment or on file_download Download all files.
    → A window opens and you can choose a location on your computer where to save the file(s).

17.5. Deleting a message

Proceed as described below to delete a single message.

Automatically removing deleted messages

Refer to the Automatically emptying trash chapter to learn how to automatically remove deleted messages from trash after a certain number of days.

Deleting a message:

  1. Go to CRM » Messenger.

  2. Open the conversation that contains the message you want to delete.

  3. Open the message by clicking in the line of the message.

  4. Click on more_vert.

  5. Click on delete Delete.
    → A window opens and you need to confirm your decision.

  6. Click on Yes.
    → The message is deleted.

18. Using text blocks in the Messenger

Text blocks are ready-to-use texts that you create in the CRM » EmailBuilder menu to implement it in your messages.
This saves you a lot of time and effort, particularly if you often answer the same questions or deal with the same problems. You can also enter long texts here and save a lot of time when working with your messages.
Think about a useful structure of folders, sub-folders and questions in advance.

Carry out the settings described below to create a text block and use it in the Messenger.

18.1. Creating a folder for the text block

Create a folder structure with the topics for that you want to create text blocks.

Creating a folder for the text block:

  1. Go to CRM » EmailBuilder.

  2. In the bottom left corner, click on add Add play_arrow.

  3. Click on folder Folder.
    → The Add new folder window opens.

  4. Enter the name for the folder.

  5. Click on Save.
    → The new folder is added to the folder list.

18.2. Creating a text block

Create now the new text block and select the folder in which you want to save the text block.

Creating a text block:

  1. Go to CRM » EmailBuilder.

  2. Search for the folder that you have just created and click on more_vert.

  3. Click on add Add play_arrow and then on text_fields Text blocks.
    → The Add new text block window opens.

  4. Enter the name.

  5. Click on Save.
    → The text block is created and opened.

  6. Click on add (Add).

  7. Select a language from the list.

  8. In the Content section, click on edit.

  9. Enter the text block’s content in the editor.

  10. Use the editor’s formatting options, if desired.
    Note: To do so, double-click on the word that you want to format to open the editor. For example, you can centre the text or pin it flush left or right and change the font and background colour.

  11. Click on Save.

18.3. Editing a text block

Proceed as described below to edit a text block.

Editing a text block:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. Click on the conversation to open it.

  4. Click on Reply.

  5. Click on more_vert below the editor reply field.

  6. Activate (toggle_on) the option Text blocks.
    → The entry Text blocks becomes visible in the editing bar at the bottom.

  7. Click on description (Add text blocks).

  8. Click on edit Edit text blocks.
    → You get redirected to the CRM » EmailBuilder menu. The filter type *Text block*is preselected.

  9. Click on the desired text block and make your changes.

  10. //where is this chapter?

If you have been using PlentyONE for a long time and have already created text blocks or FAQs in the old menu CRM » Text blocks / FAQ, you will see the folder Text blocks (migrated) in the CRM » EmailBuilder menu. This folder contains all folders, sub-folders and FAQs that you created in the old menu.

18.4. Searching and sorting text blocks

You can sort and search for text blocks in the overview.

  1. Click on the filter icon (tune).

  2. Select the desired filters. Available filters are: Language, Owner, Client, ID, Name, as well as the option Sort by.

  3. The text blocks are displayed according to the filters.

18.5. Marking a text block as favourite

Proceed as follows to mark a text block as favourite.

Marking a text block as favourite:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. Click on the conversation to open it.

  4. Click on Reply.

  5. Click on more_vert below the editor reply field.

  6. Activate (toggle_on) the option Text blocks.
    → The entry Text blocks becomes visible in the editing bar at the bottom.

  7. Click on description (Add text blocks).

  8. Click on preview Text block overview to open all text blocks in an overview.
    → You will see the folders that you have created for the text blocks on the left-hand side.

  9. Expand the folder.

  10. Move your cursor over the text block.

  11. Click on star (Add to favourites).
    → The text block is added to the favourites (star) and now appears in the list of text blocks, which you can then insert directly into the message.

Removing a text block from favourites

If you want to remove a text block from favourites so that it won’t be shown in the text block list within a message, click on star (Remove from favourites) in the Text block overview.

18.6. Inserting a text block into a message

Proceed as described below to insert a created text block into your message.

Inserting a text block into a message:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. Click on the conversation to open it.

  4. Click on Reply.

  5. Click on more_vert below the editor reply field.

  6. Activate (toggle_on) the option Text blocks.
    → The entry Text blocks becomes visible in the editing bar at the bottom.

  7. Click on description (Add text blocks).

  8. Click on the desired text block in the list to insert it.
    Note: You can see all text blocks here that you marked as favourite.
    Tip: If you have marked a large number of text blocks as favourites, use the search function and enter the name of the text block in the search Search text block field to narrow down the search.

  9. Click on preview Text block overview to open all text blocks in an overview.

19. Carrying out the group function

Instead of editing each conversation individually, you can save time and edit multiple conversations at once using the group function.
Once you have selected (check_box) at least one conversation in the overview of one of the folders Inbox, New messages, My messages or Trash, the different buttons become visible (see Figure 5). Table 8 lists the elements from the group functions as well as their explanations.

messenger group function
Figure 5. Group function
Table 8. Using the group function in the Messenger
Element Symbol Explanation

Mark conversations as read

mark_email_read

Marks all selected conversations as read.

Mark conversations as done

circle

Marks all selected conversations as done (circle).
Tip: You can also adjust the entry Done directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter.

Change type and status of conversations

repeat_one

Changes the type and status for all selected conversations.
Note: This function is behind the context menu (more_vert).
Tip: You can also adjust the type and status directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter.

Change priority of conversations

low_priority

Changes the priority for all selected conversations.
Note: This function is behind the context menu (more_vert).
Tip: You can also adjust the priority directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter.

Assign tags to conversations

local_offer

Assigns the desired tag to all selected conversations.
Tip: You can also adjust the tags directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter.

Mark conversations as not done

radio_button_unchecked

Marks all selected conversations as not done.
Note: This function is behind the context menu (more_vert).
Tip: You can also adjust the entry Not Done directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter.

Mark conversations as unread

mark_email_unread

Marks all selected conversations as unread (circle). The conversations are displayed in bold.
Note: This function is behind the context menu (more_vert).

Change deadline of conversations

calendar_today

Changes the deadline for all selected conversations.
Note: This function is behind the context menu (more_vert).
Tip: You can also adjust the deadline directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter.

Subscribe for conversations

notifications_active

Subscribes for all selected conversations.
Note: This function is behind the context menu (more_vert).

Unsubscribe from conversations

notifications_off

Unsubscribes from all selected conversations.
Note: This function is behind the context menu (more_vert).

Add to folder

create_new_folder

Adds all selected conversations to the selected folders.
Note: This function is behind the context menu (more_vert).

Remove from folder

folder_open

Removes all selected conversations from the selected folders.
Note: This function is behind the context menu (more_vert).

Change owner

manage_accounts

Changes the owner of all selected conversations.
Note: This function is behind the context menu (more_vert).

Change follow-up date

calendar_view_day

Changes the follow-up date for all selected conversations.
Note: This function is behind the context menu (more_vert).
Tip: You can also adjust the follow-up date directly in the overview. How this works, is described in the Editing fields directly in the Messenger overview chapter.

Archive conversations

archive

Moves all selected conversations to the archive.
Note: This function is behind the context menu (more_vert).

Delete conversations

delete

Deletes all selected conversations after having confirmed your decision.
Note: This function is behind the context menu (more_vert).

20. Editing fields directly in the Messenger overview

You can edit some fields directly in the Messenger overview. This is called inline editing.

Proceed as follows to edit the fields in the overview.

Edit fields directly in the Messenger overview:

  1. Go to CRM » Messenger.

  2. Search for the conversation by means of the filter settings. Note the explanations about the filters in the Searching for a conversation in the Messenger chapter.

  3. Click on edit in the overview header beside the field you want to edit.
    → Above the header several icons are shown in the editing mode. Note Table 9.

messenger symbole inline editing
Figure 6. Inline editing: icons in the overview
Table 9. Using inline editing in the Messenger overview
Symbol Element Explanation

save

Save

Saves the changes.
Important: After you saved, click on playlist_remove (Deactivate the editing mode for all columns) to go back to the overview.

undo

Undo

Undoes the last change, unless this change has already been saved.

redo

Redo

Restores the previously undone change.

app_registration

Activate the editing mode for all columns

If you click on edit at a field that has editing mode available, you can click on app_registration to activate the editing mode for all columns.

playlist_remove

Deactivate the editing mode for all columns

Click on playlist_remove to deactivate the editing mode for all columns and return to the overview.
Important: Save the changes beforehand.

21. Assigning messages in the Messenger

Messages in the Messenger are assigned with the help of keywords or text parameters that are automatically recognised by your system.

Note the keywords that are used for the assignment as listed in Table 10. Both upper and lower case letters can be used.

Table 10. Messenger: Assignment parameters, alternative spellings, permitted symbols and examples
Assignment parameters Alternative spellings Permitted symbols Examples

Conversation

  • Conversation / Conversations / Konversation / Konversationen / conversation / konversation / Conversación / Conversazione / Conversatie

  • ID / Nr / Nummer / Number / No / nr / id / nummer / number / no

+ Number

Space, period, colon, minus, equals sign, hash key

  • Konversations-ID: 123

  • conversation ID = 123

  • Konversationid 123

  • ConversaciónID123

  • conversation id #123

Conversation UUID
Applies to the email’s subject and body.

  • Conversation / Conversations / Konversation / Konversationen / Conversación / Conversazione / Conversatie

  • ID / UUID / Nr / Nummer / Number / No / Ticket

+ Value of the UUID

Space, period, colon, minus, equals sign, hash key

  • Conversation UUID: a123456b-7c7d-89e0-1234-fg5h678i9j01

  • Ticket ID: a123456b-7c7d-89e0-1234-fg5h678i9j01

Customer data

  • kunde / kunden / customer / kontakt / Client / Contact / Cliente / Contacto / Cliente / Contatto / Klant

  • ID / Nr / Nummer / Number / No / nr / id / nummer / number / no

+ Number

Or:

  • Numéro de client / Número de cliente / ID de cliente / Numero cliente / ID cliente

+ Number

Space, period, colon, minus, equals sign, hash key

  • Customer ID: 123

  • Kunden ID = 123

  • Customer id 123

  • CustomerID123

  • Kundennummer #123

Order

  • Auftrags / Auftrag / Order / Bestellung / Commande / Pedido / Ordine / Bestelling / Referenz

  • id / nr / no / ID / Nr. / No

+ Number

Space, period, colon, minus, equals sign, hash key

  • Order ID: 123

  • AuftragsID #123

  • Order id 123

Order
Orders from Amazon, eBay, Kaufland and OTTO are detected and assigned.

  • Bestellnummer / Bestellung / Bestell-Nr. / Commande / Order / Pedido / Ordine / ID / Bestelnummer

+ Number

Space, colon, hash key, minus

  • Order number

  • Order 123

  • Commande: 123

  • 123-4567899-9999999 (example for Amazon)

  • 12-34567-89999 (example for eBay)

  • ABC12DE (example for Kaufland)

  • abc1de2fgh (example for OTTO)

Invoice number

  • Rechnung / Rechnungs / Invoice / Facture / Factura / Fattura / Factuur

  • ID / Nr / Nummer / Number / No / nr / id / nummer / number / no

+ Number

Or:

  • Numéro de facture / Número de factura / Numero di fattura

+ Number

Space, period, colon, minus, equals sign, hash key

  • Rechnungs-ID: 123

  • Rechnung id 123

  • Invoice no #123

22. Using AI Tools

AI tools are available in PlentyONE to make your customer communication even faster and more efficient. Be sure to observe the Important information regarding the use of the messenger AI Tools.

messenger ai tools
Activating AI Tools

In the menu Setup » CRM » Messenger » General, in the AI Tools section, activate the option Activate AI Tools.

22.1. Translating messages with AI

Open a conversation and click on translate AI TRANSLATE above the last message, then select a target language to have the entire conversation translated using AI.

You also have the option to translate your own drafted messages into a target language of your choice using AI.

22.2. Summarising messages with AI

Open a conversation and click on stars_2 AI SUMMARISE above the last message to create an AI-generated summary for the entire conversation. The summary will be removed when you leave the conversation.

22.3. Important information regarding the use of the messenger AI Tools

The AI tools in Messenger are based on Amazon Nova Micro.

Amazon Nova Micro is a generative AI platform from AWS and is a pure text model that delivers responses with the lowest latency. Amazon Nova Micro may only be used within the scope of legal and contractual requirements. The AI may only be used for the purposes agreed upon with the third party (e.g., platform or provider). No personal data may be entered or processed without a legal basis (e.g., consent, contract fulfillment).

22.3.1. Information obligations of the merchant

Merchants must make the following clear to end customers:

  • Transparency: That AI (Amazon Nova Micro) is used in the provision of the service.

  • Data Protection: What data is processed, on what legal basis, and for what purpose.

  • Rights of data sbjects: Reference to rights of access, erasure, and objection under the GDPR.

  • Restriction: AI results are supportive and should not be understood as legally binding or guaranteed statements.

As a merchant, you are obliged to inform your employees about the use of Nova Micro:

  • Permissible and impermissible data entries (e.g., no sensitive personal data without a legal basis).

  • Employees' responsibility when using the system (e.g., obligation to review the results manually).

  • Reporting channels for anomalies or data protection incidents.

Employees must be regularly trained and made aware of how to use AI correctly, safely, and lawfully.

22.3.2. What steps does AWS take to protect privacy?

AWS employs comprehensive technical, organizational, and contractual measures to ensure the security and protection of confidential data. These include international standards such as ISO 27018 (data protection in the cloud) and SOC 2 Type II (auditing of data protection controls by independent bodies). As part of these certifications, AWS processes and protects personal data in accordance with recognized security and privacy guidelines.

22.3.3. Security

Security and compliance are a shared responsibility between AWS and us as AWS customers. The shared responsibility model describes this as cloud security and security in the cloud:

  • Cloud security: AWS is responsible for protecting the infrastructure on which AWS services run in the AWS Cloud. According to AWS, external auditors regularly test and verify the effectiveness of security measures. Further information on the compliance programs that apply to Amazon Nova can be found under AWS Services in the “AWS Compliance Program” section.

  • Security in the cloud: Our responsibility as a provider depends on the AWS service we use. We are also responsible for other factors, such as the confidentiality of our data, our company’s requirements, and compliance with applicable laws and regulations.

22.3.4. Requirements for the responsible use of AI

We as providers and you as users are responsible for all decisions, recommendations, actions, and omissions relating to the use of the service. The results generated by the AI must always be verified by you as part of a human review for accuracy, completeness, and suitability for the respective application.