Workflow Action: Edit Conversation

This tutorial will cover the “Edit Conversation” action in Workflows. This action allows you to mark items as read or unread, and choose whether to archive or unarchive Conversations, giving you more control over your communication with your leads. Follow these steps to use the action in a Workflow:

Step 1: Create a Workflow

• Navigate to Automation > Workflows and click on an existing one, or create a new one.

Step 2: Add the “Edit Conversation” action to the Workflow

• Add an Action.
• Choose “Edit Conversation”.
• Select a title for your action if you wish (this will just show up internally in the Workflow Builder so you can title it, whatever you'd like. By default, it's just” “Edit Conversation”.)
• Choose whether to Mark as Read or Unread or just leave it as is.
• Choose to Archive, Unarchive (and move to Recents tab), or just leave as is.

• Click Save in the bottom right to add the action to the Workflow.
• In the top right of the builder, Save the Workflow.
• Toggle from Draft > Publish for the Workflow to run.

Suggested Triggers

Contact Replied: This trigger allows you to automatically mark a conversation as read whenever a contact responds.

Appointment Status Changed: This trigger enables you to archive a conversation when an appointment is marked as completed.

Example Scenario

Imagine you want to keep your team organized by ensuring that resolved customer service conversations are archived and marked as read automatically.

Here’s how you can set it up:

1. Set up a workflow trigger that activates when a contact replies to a conversation.
2. Add the "Edit Conversation" action to the workflow.
3. Configure the action to mark the conversation as read and archive it.

This ensures that once a customer service issue is resolved, the conversation is automatically moved out of the active list, keeping your team focused on the issues that still need attention.

FAQs

1. What does the “Edit Conversation” action do?

The “Edit Conversation” action allows you to mark conversations as read or unread, and archive or unarchive them. This helps in organizing and managing conversations within your workflows.

2. How do I decide whether to mark a conversation as read or unread?

Choose Mark as Read if you want to indicate that the conversation has been viewed or dealt with. Select Mark as Unread if you need to revisit it or if it requires further attention.

3. What is the difference between archiving and unarchiving a conversation?

• Archive: Moves the conversation to an archived state, typically hidden from the main view, which helps in decluttering your active conversations.
• Unarchive: Moves the conversation back to the Recents tab or main view, making it accessible again for current or follow-up actions.

4. Can I apply multiple “Edit Conversation” actions in a single workflow?

Yes, you can add multiple “Edit Conversation” actions to a workflow, each with different settings (e.g., marking some as read and archiving others) to tailor the workflow to your needs.

5. How does the “Edit Conversation” action affect my workflow if I don’t save it?

If you don’t save the action, any changes or additions will be lost. Ensure that you click Save in the bottom right corner of the action and Save again in the top right corner of the workflow builder to preserve all your updates.

6. What happens if I toggle the workflow from Draft to Publish?

Toggling from Draft to Publish activates the workflow, enabling it to run according to the conditions and actions you’ve set, including the “Edit Conversation” actions.