Section 6
Conversations
Active Staff TaskThe Conversations section is where staff can check replies from community members. Conversations may include both SMS and WhatsApp replies.
What staff can do in Conversations
- Read incoming messages
- Check replies from community members
- Answer simple questions
- Confirm basic event information
- Let Ariel/Admin know if something needs troubleshooting
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GoHighLevel Conversations page
When staff can reply
Staff can reply when the question is simple. Examples:
- What time is the event?
- Is registration required?
- Where is the event located?
- Is this event for kids or adults?
Use the library calendar to confirm event details before replying:
https://dfpl.libnet.info/When to ask Ariel/Admin for help
Ask Ariel/Admin for help if:
- A message did not send
- A contact says they received the wrong language
- A WhatsApp message looks stuck
- A contact wants to unsubscribe
- A workflow/automation issue is suspected
- A reply is confusing
- You are not sure what to say
- A technical issue appears
Example conversations
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Example SMS conversation
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Example WhatsApp conversation
Always check the channel
Conversations can show both SMS and WhatsApp messages. Before replying, check which channel the message came from. Do not assume every message is SMS. Reply on the same channel.