1. How do you access the chat console in Salesforce?

In order to access the chat console in Salesforce using Lead Manager Ninja, You need to open any lead or a custom record where you wish to send the message. When you are on the record, the chat console will appear, which can be dragged and placed anywhere on the screen as your preference.

With the help of this chat console, you can easily interact with customers on different messaging channels, like WhatsApp and SMS. You can also navigate to the 'SMS Inbox' tab to start a new conversation or follow up on previous chats.

2. What channel do you select for sending messages?

There are several message-sending options available on the platform; you can choose any of them based on your preference or requirements. Such as if you choose WhatsApp, then you also have the option to switch to SMS or other available channels if needed. The selection is based on the customer's preferences and the associated phone numbers/ accounts.

3. What is required before sending a WhatsApp message?

You need to check a few things before sending the message, such as a pre-approved WhatsApp template. The template can be created via the application by following only a few simple steps (above mentioned).

Once approved, you can insert that into the chat console, choose the appropriate recipient, and click on "Send" to deliver the message.

4. What happens after the customer replies to a message?

Upon the customer's response to your message, the chat window will instantly reemerge in the chat console. You may thereafter engage in a reciprocal dialogue, transmitting and receiving tailored messages with the lead or client. Customer responses will be shown in real-time, enabling fast answers inside the same chat interface.

5. What does the system do if a message is received from an unknown number?

In case you receive a message from an unknown phone or that is not present in the Salesforce system, Lead Manager Ninja will create a new lead for the number on its own. This process helps in allowing all incoming leads to get tracked and stored in the system for further reference. Once the lead is created, you can begin engaging with the customer directly through the chat console.