How to Reply as Assistant and Forward from Assistant Overview
Replying as Assistant and Forward from Assistant are tools that you can utilize to bring your lead management to the next level. These functionalities give you greater flexibility to customize your engagement and more ways to interact directly with leads.
How to Reply as Assistant and Forward from Assistant Reply as Assistant User Permissions
The ability to Reply as Assistant is controlled by:
- Reps can Reply as Assistant to their assigned leads.
- Managers can Reply as Assistant to leads assigned to any rep.
With Reply as Assistant, you can directly engage leads in Conversica by replying to their responses as the Revenue Digital Assistant™. This functionality gives you greater flexibility to customize your engagement and more ways to interact directly with leads.
Examples of when to Reply as Assistant:
The lead stated they need additional contact or support, but the RDA's conversation is complete. Use Reply as Assistant to keep the conversation going and ensure the leads requests are addressed.
Your RDA is capable of handling certain questions, but some may need the response of a knowledgeable representative.
You can answer questions and provide leads with the highly detailed and specific answers they need. The lead replied that they don’t remember why they are being messaged. Sometimes a lead may forget a request they entered or an event they signed up for. When that occurs, use this feature to provide specific details to the lead and remind them of the conversation's purpose.
How to Reply as Assistant and Forward from Assistant
The ability to Forward From Assistant is controlled by the permission to Work Leads. If a user has permission to Work Leads, they will also have access to Forward From Assistant. For more information on user permissions, refer to.
Users, Profiles & Teams.
How to Reply as Assistant and Forward from Assistant
With Forward From Assistant, Conversica allows users to forward individual conversations from the Revenue Digital Assistant™ straight to their email inbox. This creates a seamless hand-off from the AI-powered assistant to a human representative so they can gracefully step in and interact with Conversica-engaged leads directly via email.
Examples of when to Forward from Assistant:
The lead asks for information that you need to send as an attachment or link. This includes, but is not limited to, billing information, white sheets, process instructions, and inventory lists.
The conversation is ready to be handed off to a representative.
Has the lead indicated they would rather work with their designated rep instead of messaging the assistant? You can forward the email to yourself to transfer the conversation to your own email without starting a completely new conversation.
The lead provided feedback indicating they would benefit from personalized follow-up. Did the customer not have a good experience? Passing the communication to a human who can best empathize with the situation will benefit the relationship with the customer.
For more information on this feature, check out our Help Center article:
Forward from Assistant
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