The New Conversations Feature: Manage Team and Customer Chats Seamlessly

We’re thrilled to introduce the Conversations feature on the PressOne web platform! This new tool makes it easier than ever for team members to collaborate and communicate with customers. Now, you can upload files and make audio calls all in the same place.

What Are the Benefits?

• Engage Better with Customers: Start a conversation by simply typing what you’d like to discuss and invite customers to join the chat. Anyone can share notes, upload files, and even make audio calls—all within the conversation. For example, if Mr. Emeka wants to set up his IVR, Femi on your team can start a chat and invite Mr. Emeka to join so he can be assisted in real time. Ada can upload a guide, request to call and provide him with all the help required.
• Collaborate Easily with Team Members: Team members can also be invited to participate in a conversation. They’ll receive an email to join, allowing seamless communication and collaboration for solving issues. Kemi and John can easily work on a project or task on the PressOne app. They can share files, ideas and even jump on a call if necessary.
• Stay Organized: Team members can set deadlines for conversations to end and filter chats based on conversation status (either open or close). This helps everyone stay on track and focused on priorities. Team members can easily filter through conversations and pay attention to issues that specifically concern them. Also, you can set deadlines for each conversation you start and keep track of your progress.

How does it work?

To start a conversation:

1. Log into your PressOne account: https://web.pressone.africa/sign-in
2. Click on Conversations on the left side bar.
3. Add a new conversation from the top right corner of your screen.
4. Type in what you would like to discuss and click Start.
5. Then, you can invite team members or customers as participants.
6. The team member or customer will receive an email to join the conversation.
7. Once they join the chat, anyone can add notes, upload files and make audio calls during the conversation.
8. Once done, you can navigate the three dots at the top of the screen to close the conversation or leave as an invitee.
9. Team members can also set a deadline for the conversation to end and filter to see conversations they have been invited to.

Start A Conversation