Training Hub
Conversations
Conversations is where incoming messages live. Here is how to read them and reply the right way.
Reading incoming messages
Open the Conversations tab to see a list of recent messages. Each conversation shows the contact's name or number, the channel it came in on, and a preview of the latest message. Click a conversation to read the full thread. Always read the whole thread before replying so you understand the context.
ℹReply in the same channel
Conversations may include both SMS and WhatsApp messages. Always reply in the same channel the message came from. If a patron texted (SMS), reply by SMS. If they messaged on WhatsApp, reply on WhatsApp. Mixing channels can confuse patrons and break messaging rules.
When to reply yourself
You can reply directly when it is a simple question about:
- Event times and dates
- Library location or address
- Registration details
- Whether an event is full or open
- General, friendly questions you know the answer to
When to ask Ariel/Admin
Send it to Ariel/Admin when it involves:
- Technical problems with the system itself
- Opt-out or unsubscribe requests
- Complaints or upset patrons
- Anything you are not certain about
When in doubt, ask. It is always better to check than to send the wrong reply.