--- title: "How To Use Managed Conversations" canonical: "https://resourcecenter.kenect.com/space/Messaging/44728343/How%20To%20Use%20Managed%20Conversations" format: markdown --- The purpose of this article is to provide insights into the basics of and best ways to configure Managed Conversations. This is a living document and may be updated from time to time with additional information.   > Macro (toc) #### **Understanding the basics of managed conversations** So you have recently enabled Managed Conversations! Congratulations! You now have the additional aid of a live Kenect team member to answer your new inbound leads. Whether these leads come from your text us button on your website or directly to your text-enabled number, these will now be answered within 1 minute, 24 hours a day, 7 days a week.    The easiest way to think about managed conversations is this: You have hired a full-time staff member, at a fraction of the cost, to respond and qualify new leads. This new staff member will have as much information as you give to them. So let's talk through making sure you give them all the information they need. Go ahead and navigate to the desktop version of Kenect and under Settings click on 'Managed Conversations'.   #### **Managed Conversations Hub** Use the image below for reference as to the location of each section: **Section 1: Website URL/Inventory URL** **Section 2: Notes for Agent** **Section 3: Business Hours** **Section 4: Resource Links** **FAQs (Frequently Asked Questions)** ![image-20240508-135722.png](media://0b3fbfda-304b-4a94-b7b3-7e14718092a2)   #### **Section 1: Website URL/Inventory URL** Now that you can see all the editable fields, let's begin with your website information which is the top two boxes above the main section. These fields are meant to provide resources your Kenect team member can utilize for the qualifying of leads. While these two sections use the verbiage 'Website URL' and 'Inventory URL' they are open to interpretation. If you have very specific pages you would rather use as a primary resource to the team member include those instead of your main web page or an 'inventory page'. Recognizing that you can be very specific with what you include in the entirety of managed conversations is part of the key to it's success.   #### **Section 2: Notes for Agent** The 'Notes for Agent' section will require the most information of any section on this page. This is where you can provide VERY detailed instructions on how you would like the agent to respond and handle new inbound inquiries. The following 4 questions are **KEY** to consider while filling out this section: 1. What kinds of leads are you expecting to receive? 2. What does success look like with each of those types of leads? 3. What information do we need to gather to consider it a "Qualified Lead?" 4. What questions are customers going to ask that we need to have answers prepared for?   *Example: "For any new lead that enters our business these are the steps we would like you to follow:* 1. Begin by ensuring you have the clients: First, Last Name and email. 2. After confirming this information use the link included in the 'Website URL' field to schedule an appointment with one of our staff for an initial consultation. 3. Provide the client a couple options for an appointment and then book the appointment using the link. 4. After the appointment is scheduled send a text to the client with confirmation of the day and time. 5. Once the client confirms send the lead over to us as qualified. *Tips:* 1. If the client doesn't want to schedule an appointment right now, instead send them the link under 'Inventory URL' that provides some basic information. 2. After sending the link make sure that you have still asked for their First, Last Name and email as we will use that information to follow up in addition to their mobile number included.   The above is just an example of the kind of detail Kenect recommends you enter into this section. Make sure to be DETAILED as the agent will only be as strong as the information you give them. If you have restrictions on what 'qualifies' as a lead make sure to let the agent know. *Example: Don't work outside of state, don't work with clients who won't schedule an appointment, etc. *   #### **Section 3: Business Hours** The business hours are a reflection of what is set up in your Kenect account under 'Auto Responses'. If anything looks incorrect inside of this section navigate under Settings to 'Auto Responses' and make any changes you need to. In addition you will notice you have two check boxes: -Disable during business hours -Only enable service for leads generated via widget. These two boxes give you some additional customization to when you want your Kenect agent to respond. *Example: If you know you will have staff actively responding to leads during business hours, you may want to check 'Disable during business hours', so that your Kenect agent is only responding after hours. If you don't want the agent handling leads that are direct messages into the platform or that come from places like your Facebook business page, check the 'Only enable service for leads generated via widget.'* #### **Section 4: Resource Links** Like the 2 URL sections we discussed in Section 2, these are meant to provide even more resources to the agent they can utilize for giving out information, or to provide to new leads that the agent is qualifying. #### **Conclusion** Managed Conversations is an incredible resource to add to your Kenect toolbox. If used correctly you will find a feature that provides significant ROI with very minimal management.    # **FAQs (Frequently Asked Questions)** - **Can I change the information I enter into this section? Or can I only put it in one time?** - Yes! At anytime you can revisit this section and provide additional information, or information pertaining to a specific time of year or event for the business. - **How fast does the Kenect agent respond to leads?** - The agent will always respond within 1 minute to any new inbound lead. - **How long will an agent wait for a response?** - Because of Speed as a necessity the conversations are kept open for 7 minutes, giving the customer ample time to respond back to any message sent by the agent. - **When are the agents responding to leads?** - The agents can respond during and after business hours, as mentioned in Section 4 you can choose when you would like them to respond if you already have active team members responding to new leads. - **How do I get set up with Managed Conversations?** - Please reach out to your Customer Success Manager so they can help share how this can get enabled for your account. - **If I disable my business hours for a holiday will Managed Conversations take those messages like they would when my business is closed?** - Yes! Our Kenect agents will watch for when this is enabled.