Customizing Conversations in the Conversation Editor

While Conversica’s AI-powered assistant’s conversations come with fully built messages, ready to engage with your leads, there may be times where you want to add customizations. When you have an upcoming event, want to tailor your message for a specific audience or product, or alter the language used to align with your brand, you can edit a conversation’s messaging fields to meet your unique use case.

The Conversation Editor enhances your control and visibility over your Assistant's conversations, allowing you to craft or refine messages directly from the Conversica Dashboard.

Permissions: To access the Conversation Editor you must be granted access by an Admin or a Manager with Admin access. For more information review this article.

Conversation Editor Feature Overview

There are three ways to edit your messages:

1. Standard Messaging:
   • Edit the pre-set variables to generate different messages. While you can edit the variables, you cannot edit the structure of the message.
     • Example: The highlighted variables can be edited and you can add more customized variables from the list on the right.
       
2. Custom Messaging:
   • Edit your messages content manually, meaning you can create and edit a message from scratch or make minor edits to the existing message.
     • Example: You can edit all text (including message formatting such as bulleted and numbered lists and font style) as well as the highlighted message variables.
       
3. Rewrite with AI:
   • Within Custom Messaging you can leverage Gen AI to rewrite messages.
     • Example: Using a predefined prompt or writing your own, you can generate a fresh message to make slight changes to conversations to ensure they work for your brand.
       

Customizing Conversations

Now that we've explored the various ways you can customize your messaging, let's dive into the step-by-step instructions.

How to Customize Standard Messages

1. From the Conversica Dashboard, click Conversations.
2. Select a Conversation to edit.
   • To select a specific Campaign or Contact List, click the Contact list drop-down.
   • Select the desired Campaign /Contact list.
3. Hover over the Assistant’s message and click Edit to open the Messaging View.
4. Choose a dynamic field to customize. 
   • Hover over the title of a custom field to see the definition and best practices.
     • The dynamic fields that are available to be customized will differ depending on the conversation being edited.
   • Use the variable filters to easily sort the list:
     • Available for Exchange: Variables that are available in at least one attempt within the currently selected exchange.
     • Active in Preview: Variables that are currently visible in the select exchange.
     • Missing Values: Variables that do not currently contain a value within Conversica, including those tied to an integration.
     • Has warning or Error: Variables that have active warning or error attached to them.
5. Enter your desired text.
   • When editing variables, you will receive an error message if you:
     • Exceed the character limit.
     • Enter additional questions into variable values.
     • Add a link to default values.
     • Use spam trigger words.
       • Tip: Once you have filled out the variables in the first messaging attempt, check through later attempts via the Attempt dropdown to make sure the variables will fit those messages as well. You can also use the Exchange dropdown menu to view other exchanges and check that variables in those exchanges work in messaging as well.
         
6. When you are satisfied with the resulting message, click Save Changes.

Once saved, your customizations are displayed in the example message. If you edit a value you already inputted, you will see future changes in real-time.

How to Customize Custom Messages

With Custom Messaging, you can make changes to the message body outside of the variables editable in Standard Messaging. This grants you more flexibility in matching your brands tone & voice, language localization and formatting requirements.

1. From the Conversica Dashboard, click Conversations.
2. Select a Conversation to edit.
   • To select a specific Campaign or Contact List, click the Contact list drop-down.
   • Select the desired Campaign /Contact list.
3. Hover over the Assistant’s message and click Edit to open the Messaging View.
4. To switch from Standard Messaging to Custom Messaging, click the Standard Messaging drop down > select Custom Messaging and click Switch Modes.
   
5. In the text editor, the variables will still be highlighted and need to be edited via the variable fields like in Standard Messaging.
   • The question component and the Assistant signature cannot be edited in the text editor.
     • To change the question component, click the drop down and select which question you want to use for that exchange.
     • If you want to adjust your Assistant’s signature, follow the steps here.
   • To filter variables, check out the details in step 4 in the section above.
6. All other visible text in the message can be edited.
   • Use the toolbar to make text formatting changes such as:
     • Bold
     • Italicized
     • Underlines
     • Bullet lists
     • Numbered Lists
   • While making edits, use the forward and backward arrows in the toolbar to switch between recent changes.
     
     
     • Need some help with what to write? Utilize our Rewrite with AI feature.
7. To add variables to your message, click where in the message you want to add a variable and select the </> Insert Variable button.
   
8. Select the variable you want to add and it will appear in your message
   • Variables you add that still need values will be striked through until the variable field is filled.
     
9. Once you are done customizing your message, click Save Changes.

How to Rewrite with AI

When using the Custom Messaging editor you can use our Generative AI feature to rewrite your messages for you.

1. From the Custom Messaging editor (see steps 1-4 above for how to access) > click Rewrite with AI.
2. Select a predefined prompt or write your own prompt, to guide the AI on what you want to accomplish.
   • For example:
     • Make tone more formal
     • Reduce length
     • Simplify
     • Create a more personalized message
     • OR select multiple prompts
3. Select Generate Content.
   • The system will start loading before generating your new message.
4. Once the content has loaded, you’ll be presented with a modal that has all the options available in Custom Messaging.
   
5. To compare the AI Generated Content to the Original Content, click the tabs at the top of the modal to toggle between the new content and Original message.
6. To have the AI generate another response, click Regenerate Response.
   • This uses the same prompt but generates a fresh message.
   • Use the thumbs up and thumbs down icons to rate the generated content.
7. To return to the Custom Messaging editor, select Go Back.
8. If you are happy with the content generated and want to use it, click Replace Attempt.
   • This will replace the content in the Custom Messaging editor and allow you to make any necessary edits with your new message.
9. Once you are done customizing your message, click Save Changes.

FAQs

Q: Can I add links to my message using Custom Messaging?
A: We do not currently support adding links directly in the Custom Message. If you are wanting to add a link in the message, you can do that by adding a variable to the message. Using a Link variable in the message body does activate our Link Tracking functionality.

Q: I want my team to have access to custom messaging, but not the Rewrite with AI feature, is there a way to disable this?
A: Yes, if you don’t want your team utilizing Gen AI to generate messages please send a request to support@conversica.com and our team will take action.

Q: Can I use the variable multiple times in one message?
A: Yes, if you want a variable to repeat in the message you can add it multiple times. Please note though, that this should be used ONLY if you want the variable text to be the same throughout.

Q: How can I change the text of the question used in the exchange?
A: While you cannot edit the specific text in the question, you can use the dropdown to select any other question that better aligns with your vision.

Q: Will the changes I make to a message go into effect immediately?
A: In Custom Mode, yes. However, if you customize variables in Standard Mode and have leads already scheduled, you can choose to bypass the changes. If you choose to bypass the customizations for the scheduled leads, only new leads added will receive the new messaging.

Q: Where does the messaging name in the conversation editor preview come from, and how can it be configured?
A: The messaging name in the conversation editor preview is pulled from the First User created in the system. This serves as an example in the message preview. The Rep Name variable is used in exchanges like “Verify Phone” or “What Time” to introduce the rep assigned to the lead. The value of this variable is the assigned Rep’s first name unless the assigned rep has a “Messaging Name” configured in their user profile. In the conversation editor, this variable is displayed with information from the first rep added to Conversica. If you want a specific name to show in all messages, configure the Messaging Name field for every rep in the User Settings. This ensures that each lead receives a consistent placeholder or general name for the Rep Name variable.

Q: Can emojis be added to our messages with the inline editing feature?
A: While users can add emojis to the message body and save it, emojis aren’t supported in messages at this moment. When sent, the emojis will appear as a “?” instead. Messages must remain text-based for now.