The Stop Messaging action instantly stops an active conversation with a lead or customer. Stop Messaging can be applied manually in Conversica on individual leads or it can occur automatically based on the lead's response. For some integrations, automated "Stop Messaging" can even occur based on certain lead data.
To Stop: Manager and Administrator roles can apply the Stop action to leads and can grant permission to other profiles.
How to Stop Messaging
You can take action and Stop Messaging from your Alerts and the Dashboard.
How to Stop Messaging From Alerts
- Open the alert.
- Locate the action buttons and click Stop Messaging.
- Click Yes to confirm the action in the lead action window.
How to Stop Messaging From the Dashboard
From the dashboard, it's easy to search for, locate, and stop a conversation with a specific lead.
- Go to Lead Manager > List View.
- Select the lead that you want to stop.
- Go to the Status/Actions column and click the Stop icon.
This will automatically stop the conversation.
Note: If the Stop button was clicked in error and you need to have a lead re-activated, contact Support for further assistance.
Managers and Admins can also Stop messaging from the Overview page.
- Locate the Leads widget.
- Scroll to the right and click the three dots.
- Click Stop Conversation.
This will automatically stop the conversation with that lead.
Automated Stop Messaging
Depending on your integration, custom rules can be created to automatically "Stop Messaging" based on updates and other lead data that arrives from your system. If you have questions about whether automated "Stop Messaging" is supported for your integrated system, contact Support.
When to Stop Messaging
The Stop action can be applied any time you need to instantly stop the AI-powered assistant's conversation with a lead.
Use Stop Messaging sparingly and only apply it in circumstances where you need to stop the conversation immediately to avoid a negative situation with the lead or customer. Otherwise, all leads have the potential to provide valuable feedback if Conversica is left on to follow up.
If you want to stop messaging because the rep has made contact with the lead, consider Skip to Follow Up.
Here are some examples of when it is appropriate to use Stop Messaging:
- You've identified that the lead name was input incorrectly in your integrated system and the assistant is now addressing the lead by the wrong name.
- You've identified that you added the lead to the wrong campaign or client list and now they are being engaged in the wrong conversation.
- The lead or customer is escalated and has expressed their dissatisfaction with your sales team or company.
- The lead or customer has made a "do not contact" request that Conversica would not be able to pick up on (i.e., the lead made a verbal request during a conversation with the salesperson).
- The AI-powered assistant did not automatically "Stop Messaging" when you think it should have.
Note: If you need to pause your RDA's outreach completely, then please contact Conversica Support.
If a lead is inactive for any reason, the Stop button will be deactivated.
To find out if the lead was stopped by your assistant or another member of your team, refer to the Conversation Status.