The Conversation tab in Bonzo is designed to streamline your communication with contacts by centralizing all interactions in one place. This tab allows you to view and manage your latest conversations, including text messages, emails, voicemails, and call history, making it easier to track and respond to prospects and clients efficiently.
Navigating to Your Conversations
You can access the Conversation Tab in two ways: directly from your dashboard, where the latest conversations are displayed, or by clicking on the "Conversations" tab in your sidebar navigation.
From Your Dashboard
Under "Latest Conversations," scroll through the list to find the contact or conversation you want to engage with, then click on it.
This will bring you directly to the "Communication" view where can review communication and respond to the contact. Additionally, you can hop to other conversations in the sidebar.
From Your Conversation Tab
Navigate to the "Messaging" dropdown and click on "Conversations." This will bring you to your Conversations tab where you can start a new conversation in the "Communication" view or choose an existing conversation from the sidebar.
Communication View
Once inside the Conversation tab, you’ll see a list of your most recent conversations on the left, similar to the layout of a messaging app like an iPhone, where the latest conversations are listed at the top. The main area is devoted to communication with your contact.
At a glance, the top navigation bar provides basic contact info. with ability to select additional views like "Details" and "Notes." The main screen provides a scrollable catalogue of all communication and actions you've taken on the contact (i.e. moving them to campaign or pipeline stage). The bottom message field allows you to respond directly to the contact via text message or email. The "Prospect Data" listed on the right offers you a more in depth look at the contact's record and allows you to make quick changes to Tags, Campaigns, Pipelines, and also attach additional "Loan Contacts" to this record.
- To filter conversations with a specific prospect by message type (SMS, Email, or Phone), click on the arrow to the right of "Notes" to open a collapsible sidebar. Selecting one of these tabs will display only that specific type of message in the conversation view. Note that while viewing a particular message type, you will only be able to send messages of that type (e.g., in the SMS view, you can only send SMS messages). To see all conversation types together and access full communication options, simply return to the "Conversation" tab by clicking on it.
While the message fields at the bottom of the screen allow you to continue the conversation via text and email with your contact, the icons on the right allow you to call them or leave a voicemail without leaving this screen.
The icons beneath your message field allow you to customize your text and email messages by adding videos, gifs, and emojis. You can also pull design assets in from Bonzo Brand Lab, add attachments, and select Quick Reply messages from your Content Library. For emails, you will have an option to attach your custom signature.
Schedule your SMS or email to be sent at a specific date and time by clicking the down arrow next to the pink send button. Additionally, you can choose whether the message will be sent as "Me" (from your current logged-in account) or "Owner" (from the person assigned to the prospect).
When you start a call from the Communication view by clicking on the call icon (top right), you'll be presented with options to create a pre-recorded voicemail and a text message to leave if your contact doesn't answer. Clicking "continue" will then initiate the call.
After the call ends, you'll be prompted to choose a disposition for the call. At the bottom of the screen, you'll see options where you can select to send your pre-recorded voicemail or pre-written text message.
Utilize the "Note" feature to add any relevant information to the record and leverage the "Summarize" function (a tokens-based feature) to generate a bulleted summary of the conversation thus far.
Also in this section, you can mention one of your team members by using the @ symbol and typing your teammates name. This will give your teammate shared access to the contact and send them a notification to view this note.
On the right-hand side of the screen, you'll see a high-level overview labelled “Prospect Data.”
As stated above, you can edit and update their information, assign them to an active campaign or pipeline stage, add tags, share them with team members, or designate loan contacts like co-borrowers, buying agents, or listing agents.
It's worth noting that for these assignments to be made, the contact must already exist in your database. Additionally, buying agents, must be marked as "realtors," which can be achieved by navigating to your people tab, selecting the realtor contact record, clicking on the "+" symbol on the quick action toolbar, and selecting the option “Mark as realtor.” For listing agents, ensure that the 'Listing agent as realtor role' toggle is enabled in the Company tab.
Finally, by clicking on the three vertical dots or breadcrumbs next to a contacts name in your Conversation sidebar you can can take immediate action on the conversation like labeling it as unread, snoozing communication, or marking this contact as a favorite for priority attention.
It's important to note, marking a conversation as a favorite provides an additional filtering tag outlined further in the section below.
Filtering, Search, and Other Tools
The Conversation Tab also includes several helpful filters and search functions.
Filter conversations by unread messages, snoozed messages, or contacts who haven’t responded yet, or favorites by clicking on the dropdown in your Conversation sidebar.
If you've created custom list in the People tab, you can easily access them in the Conversation sidebar, by clicking on the icon in the top left. This feature allows you to view specific groups of contacts.
Additionally, you can search for individual contacts by name in the search bar, turn in app conversation sounds on or off by clicking on the speaker icon, and bring up communication with a shared contact by clicking on the person icon.
These search tools make it easy to find the communication records you need to continue important conversations and grow your business.
Visibility
When you send a one-to-one SMS message and it fails to deliver, Bonzo makes that Carrier or prospect failure visible so it does not get missed.
Message delivery can fail for a number of reasons — for example, if the recipient’s carrier blocks the message, the recipient marks your number as spam, or the carrier otherwise rejects the message. When this happens, Bonzo receives a failure response from the carrier.
What You’ll See
The affected conversation is automatically bumped to the top of your Conversations tab
A small red alert icon appears on the conversation, indicating it needs attention
This ensures failed messages don’t get buried and can be addressed quickly.
Clearing the Alert
When you click into the conversation, the alert indicator is cleared
The message failure notice is no longer displayed repeatedly on that conversation
The Conversation tab centralizes all of your communication in Bonzo, giving you a comprehensive view of interactions with each contact. Its easy-to-use filters, search options, and integrated communication tools make managing conversations more efficient, allowing you to stay organized and responsive to your prospects and clients.