Conversations AI
SMS, DMs, email, and chat in one inbox — with suggested AI replies that sound like your brand.
Table of Contents
How to connect your channels to Conversations
Open Conversations, select ‘More‘, select ‘Conversation Settings‘ from the dropdown menu.
Configure your webchat widget, email, Facebook, Instagram, and more.
‘Messaging Templates‘ is where you can create templates to be used in the future.
When engaging in conversations or starting a new one, users can select a template to spark conversations. Create a template in the Conversation settings.
How to train your DFM AI
Select the AI dropdown in the toolbar.
Select ‘AI Knowledge base‘.
From there, add your website, phone number, and business profile.
After adding the knowledge, the AI will read the pages and sites provided. *Be sure to hit Automatic refresh to keep your AI up to date!
Add additional knowledge. By selecting Text or File Upload.
How to start a conversation
Open Conversations>Select ‘New message‘ or search for a previous one.
If creating a new message, and the contact has not been messaged before (or has not been added via CRM) – create a new contact and start messaging.
*This feature eliminates the need to share personal phone numbers.
Beware of this Meta (Facebook, Instagram) limitation.
Facebook and Instagram only allow businesses to send messages to users within a 7-day window from the last customer message. After these 7 days, the conversation is considered expired, and the business can no longer reply unless the customer initiates a new message.
So be sure to check your Conversations regularly. When this message appears, you can ‘Close Conversation‘ so it no longer appears in your Inbox.
Or, you can search for this customer and create a new message if their contact info has been added to the DFM CRM.
How to manage conversations - Stay organized!
Close a conversation by clicking the 3 dots at the top of the conversation.
Refer back to old conversations by using the filter at the top to reopen closed conversations.
