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Overview

In Z360, creating new conversations is simple and efficient. Whether you’re sending an email, making a phone call, or sending an SMS, this guide will show you how to initiate and send messages across these communication channels effectively.

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Steps to Create a New Conversation

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Start a New Conversation

  1. Click New Conversation
    From the Z360 dashboard, click on the New Conversation button to begin composing a new message.
  2. Select a Channel
    Z360 allows you to choose from three communication channels: Email, SMS, and Phone Call. Let’s start with Email.

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Email Conversation

  1. Choose Your Email Account
    Select the email account from which you’d like to send the message. This will set the sender address for your conversation.
  2. Enter Recipient Email
    Enter the email address of the recipient to direct the message appropriately.
  3. Reply Options
    Choose the type of reply you want to send. You can select:
    • Simple Reply: Send a direct response.
    • Create Ticket: Turn the conversation into a ticket for tracking.
    • Send Reminder: Set a reminder for follow-up.
  4. Enter Email Subject
    Provide a subject for your email to summarize the content of the message.
  5. Compose the Email Message
    Type your email message in the body of the email, clearly conveying your information.
  6. Send the Email
    Once you’re ready, click Send to deliver your email to the recipient.

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SMS Conversation

  1. Select SMS Conversation
    If you prefer to send an SMS, select SMS as your conversation type. The process is similar to email, but with a few differences.
  2. Choose Phone Number
    Choose the phone number from which you’ll be sending the SMS.
  3. Enter Recipient Phone Number
    Enter the phone number of the recipient to ensure the SMS reaches the right person.
  4. Click Reply for SMS
    If you’re replying to a previous SMS conversation, click Reply to prepare your message response.
  5. Compose SMS Message
    Type the content of your SMS message in the provided field.
  6. Send the SMS
    Click Send to deliver your SMS message to the recipient.

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Phone Call Conversation

  1. Select Phone Number for Call
    To initiate a phone call, choose the phone number you’d like to use for the call.
  2. Open the Dialpad
    Click Dialpad to access the phone keypad for dialing.
  3. Select Country Code
    Choose the country code for the dialing region to ensure the correct format for the number.
  4. Enter Phone Number Digits
    Enter the full phone number of the person you wish to call.
  5. Click Dialpad Button
    Click the Dial button to initiate the call.
  6. Effortless Call in Inbox
    Z360 provides a seamless calling experience directly within the Inbox. You can manage your calls without leaving the application.
  7. Switch Between Numbers
    If you have multiple numbers, you can switch between them to choose the best number for calling.

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Use the Dialpad During a Call

When a connected call asks you to press a number, use the in-call dialpad to send the requested keypress. This is useful when reaching an external IVR system, entering an extension, or confirming a menu choice during the call. If the call is routed through your own Z360 IVR menu, test each keypress path from an outside phone after the menu is configured.

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Conference Calling

Conference calling lets you bring another person into an active customer call without leaving the Inbox. Use it when a customer needs a specialist, a manager approval, or help from another teammate while the conversation is already in progress. You can add:
  • A teammate from your Z360 workspace
  • Another phone number, such as an external specialist or business line

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Add a Participant to an Active Call

  1. Start or answer a phone call from the Inbox.
  2. While the call is connected, open the Add Participant or conference option.
  3. Choose whether you want to add a User or a Number.
  4. If adding a user, select the teammate from the list.
  5. If adding a number, enter the full phone number, including country code when needed.
  6. Confirm the participant and wait while Z360 places the outbound leg of the call.
  7. Watch the participant status to confirm whether they are ringing, connected, left, or did not answer.
Once the participant connects, the customer, your teammate or added number, and you can speak in the same call. If the added participant leaves, the original customer call can continue as long as the main call remains active.

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Review Conference Call Activity

After the call, open the conversation details or phone-call thread to review conference participant activity when available. This helps your team understand who joined, whether they connected successfully, and how the call was handled.

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Tips

  • Stay Organized: Use tags or labels for each conversation to stay organized, especially if you manage multiple communication channels.
  • Check Communication History: All conversations (email, SMS, and phone calls) are stored in Z360, making it easy to track and follow up with contacts.
  • Set Reminders: Set reminders for follow-up actions after sending an email or SMS, or after a phone call, to ensure timely responses.
  • Use the Dialpad for Menus: When a phone system asks for a keypress, open the in-call dialpad and enter the requested digit.
  • Use Conference Calling for Live Help: Add another person when the customer needs expertise or approval during the same call.
  • Watch Participant Status: Check whether the added participant is ringing, connected, left, or did not answer before continuing the conversation.