Level Play Digital Conversation System

Welcome to Level Play Digital's comprehensive conversation management system. This guide will walk you through understanding, managing, and maximizing the conversation features available to you as an end user.

What are Conversations in Level Play Digital?

Conversations are the central communication hub where all interactions with your contacts occur. They allow you to:

• Exchange messages with leads and customers
• Track communication history
• Collaborate with team members
• Manage relationships efficiently
• Automate follow-ups and workflows

Accessing the Conversation System

1. Login to your Level Play Digital account
2. Navigate to the Conversations section in the main menu
3. You'll see your conversation inbox displaying all active conversations

Conversation Interface Overview

The conversation interface is divided into three main sections:

1. Conversation List (Left Panel): Shows all your ongoing conversations
2. Message Thread (Center Panel): Displays the selected conversation's messages
3. Contact Information (Right Panel): Shows details about the contact you're conversing with

Types of Conversations

Level Play Digital supports multiple conversation channels:

• SMS/Text Messages: Direct mobile communication
• Email: Email-based conversations
• Website Chat: Live chat from your website
• Facebook Messenger: Messages from your Facebook business page
• Google Business Messages: Communications through Google Business Profile
• Instagram Direct Messages: Messages from your Instagram business account
• WhatsApp: WhatsApp business messaging

Starting a New Conversation

To initiate a conversation:

1. Click the "New Conversation" button
2. Select the desired communication channel
3. Choose or search for a contact
4. Type your message in the text box
5. Click "Send" to deliver your message

Managing Conversations

Filtering and Searching

• Use the search bar to find specific conversations
• Filter conversations by:
  • Status (Active, Closed, Snoozed)
  • Channel (SMS, Email, Facebook, etc.)
  • Team member assignment
  • Date range
  • Tags

Conversation Actions

For each conversation, you can:

• Reply: Send a direct response
• Assign: Transfer the conversation to a team member
• Snooze: Temporarily hide the conversation for a set period
• Close: Mark the conversation as resolved
• Tag: Add labels for organization and automation
• Add Note: Include private comments visible only to team members

Advanced Features

Quick Responses

Save time with pre-written responses:

1. Click the lightning bolt icon in the message composer
2. Select from your saved responses
3. Personalize if needed before sending

File Attachments

Share documents and media:

1. Click the paperclip icon in the message composer
2. Select the file from your device
3. Add an optional message
4. Click "Send"

Contact Management

While in a conversation:

1. View contact details in the right panel
2. Update contact information directly
3. See interaction history
4. Schedule appointments
5. Create tasks related to the contact

Team Collaboration

Work efficiently with your team:

1. @mention team members in notes
2. View conversation history, including who replied when
3. See when team members are typing responses
4. Transfer conversations between team members

Automation and Workflows

Level Play Digital allows you to automate conversation handling:

• Auto-assignment of conversations based on rules
• Auto-responses for common inquiries
• Follow-up sequences triggered by conversation events
• Working hours settings to manage expectations
• Away messages for off-hours

Conversation Analytics

Track performance metrics:

• Response times
• Resolution rates
• Conversation volume by channel
• Team member workload
• Customer satisfaction metrics

Best Practices

1. Response Time: Aim to respond within minutes during business hours
2. Personalization: Use contact information to personalize messages
3. Documentation: Add notes about important details
4. Tagging: Consistently tag conversations for better organization
5. Closure: Always close conversations once resolved
6. Follow-up: Set reminders for follow-ups on snoozed conversations

Troubleshooting Common Issues

• Message Not Delivered: Check channel status and contact information
• Missing Conversations: Verify your filter settings
• Notification Issues: Review your notification preferences in settings
• Channel Disconnection: Visit the Channels section to reconnect

Getting Additional Help

If you encounter any issues not covered in this guide:

1. Click the Help icon in the bottom corner
2. Search the knowledge base for solutions
3. Contact support through the chat feature
4. Email support@levelplaydigital.com

This comprehensive guide should help you navigate and maximize the conversation system in Level Play Digital. Remember that effective conversation management is key to building strong customer relationships and driving business growth.