How to Manage Communications in Conversations in GLM

Let's review the Conversations section of your Gym Lead Machine app!

Enter Conversations by selecting the 'Conversations' tab in the left menu of your GLM account.

Conversations - Left column

The four conversation types

Along the top of the Conversation section, you have 4 options for viewing your messages:

• Unread - these are new messages that need to be addressed by your team. They will remain in Unread until you reply to the message or manually 'Mark as Read.'

  

  
  
• Recents - these are recently Unread messages that have been replied to or marked as read.

• Starred - these are marked conversations that you have 'starred' by selecting 'Mark as Starred.' Starring a conversation makes it easier to find when you return to the system.

  

  
  
• All - this is a complete history of sent and received messages for all contacts.

In any of these tabs, you may use the Search field to look for the name or email address of the contact whose conversation you are looking for.

Using filters in Conversations

While the tabs in Conversations provide a sort of filter, you can further filter these entries by clicking on the funnel icon for more filters. This icon is to the immediate right of the Search field.

Filter selections include:

• Assigned (Contact Owner) - Use this filter to see conversations only assigned to yourself, a particular team member, or no one.

  

• Last Message Direction - Here you may select if you want to view conversations where the last message in the thread was inbound or outbound.

  A helpful use case for this filter is after you send a mass email, like a newsletter. Often, these mass sends can generate a lot of traffic in your inbox and make it a challenge to see new messages from contacts. By adjusting the filter to see 'last message - inbound,' contacts whose last message was an outbound email (the newsletter) will be filtered out.

  

• Last Outbound Message Type - Along with the filter above, this filter may also assist you in organizing your communications. Use this filter to select the type of outbound message that the system can filter - Manual or Automatic. So, if a high number of contacts recently reached an outbound email in your long-term nurture sequence, you can filter them out by selecting "Manual."

  Please note that mass emails from the Email Builder or Contacts are considered Manual sends by the system. So those will not be filtered out. Automatic sends are those coming from your workflow campaigns in the Automation tab of GLM.

  

  
  

• Last Message Channel - If you are looking for conversations based on a specific message type, the last message channel filter can assist you in selecting conversations where the last message was an SMS, email, Facebook message, etc.

  

Note: Filters in Conversations can be used in combination with one another as well! So if you only want to see Conversations that are 'assigned to you' 'where the last message was inbound' you can select both of these filters!

Remember to click Apply each time you make a change to the filter selections!

Conversations - Center column

Understanding the conversation log

The center portion of the Conversations screen is a complete log of all communications that have happened with that contact within the Gym Lead Machine platform.

• Communications on the left side of the column were sent by the contact. The right side is reserved for users in the GLM account.

• The icon to the right or left of the communication tells you the type (the most common are an envelope for email and a chat bubble for SMS).

  

• On the GLM-user side, you can also see which user in your GLM account initiated communications with the contact. Their initials or photo (if they've added one to their Profile) will display in the circle icon to the right of the message.

  For SMS messages, these initials are telling you which user was logged in when the message was sent.

  

  For Email messages, the sender is typically the Assigned User of the contact. This can be a little tricky! Often, when you send bulk or automated messages you use the 'From name' and 'From email' fields to mask the user info in the recipient's inbox. That mask does not display internally in GLM! So, even though we send the Kilo Round-Up to you from 'Kilo' at 'hello@usekilo.com,' Adele appears as the sender here because she is the assigned user for this contact.

  

Sending messages to contacts in Conversations

To reply to a specific email sent by a contact:

1. Hover over the message.

2. Three dots will appear to the far right of the message.

   

   
   
3. Select the dots and opt for 'Reply.'
4. Enter your reply message & send it.

Note that for SMS messages, you are gonig to 'Send SMS' at the bottom of the screen, rather than reply to their message directly.

To reply to or send an SMS to a contact:

1. At the bottom of the center column, select 'Send SMS.'

   

2. When the editor appears at the bottom of the screen, enter your message.

   

   
   
3. You can insert any SMS templates you've created in your account by selecting the memo icon in the lower left of the screenshot above.
4. Opt to 'Send now' or use the clock icon on the right of those words to schedule the message for a later date/time.

To send an email to a contact:

1. At the bottom of the center column, select 'Send email.'

   

2. When the editor appears at the bottom of the screen, edit the sender name and email as needed.

   

   
   
3. You may also select an alternate email address for the recipient if they have more than one email address on their contact card.
4. Add the subject line and email body.
5. Use the paperclip icon in the bottom left to insert any necessary attachments.
6. Opt to 'Send now' or use the clock icon to schedule the message for a later date and time.

Conversations - Right column

Updates to the conversation thread

in the upper right column, you have the option to mark conversations as Starred or Read or (for Admins) to delete the conversation.

Contact information

In the right column of a conversation thread, you will see the following (in order):

• Contact's name
• Contact's Assigned User (change this to a different team member by clicking the down arrow by the name and selecting someone new).
• Contact's phone number and email address
• Tags associated with the contact
• DND will display 'On' or 'Off' based on their do-not-disturb status. Select 'Configure' to udpate these settings.
• Any Active Campaigns or Workflows in which teh contact is enrolled
• The location and status of the contact's Opportunity card - if one exsits.
  • The color of the Opp. oval tells you the Status - green for Won, red for Lost, and transparent/light blue for Open.
  • The first portion of the oval tells you the Opportunity stage in which the card exists (ie.. New Lead, Appointment Booked, etc.)
  • The portion of information within paratntheses tells you the pipeline name (i.e. (Fitness Pipeline) or (Nutrition Pipleine)).

Action items for the contact

In the right column of a conversation, you are able to:

• Click on the circle icon above the client name (usually their initial) to be taken to their full contact card.

  

• Use the 'Add Opportunity' button to add an Opportunity card if one does not yet exist.

• Use the 'Book Appointment' button to create an appointment for this contact.