MISSIVE COMMUNICATIONS
Using Missive
We can use the Missive omni-channel to respond to emails, WhatsApp and social media, along with team chat where necessary. This platform does not replace Asana as the project management platform.
This page will look at basic Missive operations. Missive has a large help knowledge base if further clarity is needed.
Viewing messages
Inside Missive there are 2 areas where we view the 'shared inboxes'. Different channels such as email and WhatsApp are listed out together, however the message medium is obvious once selected.
Messages are shown in:
- Team Inbox for recent messages (usually can be replied to) and
- Team Inbox for ALL messages (older messages which you may not be able to reply to inside Missive).
Below are screenshots which show the difference.
⏲️ 📥 Team Inbox (recent messages)
⏲️ 📥 Team Inbox (all messages)
Replies vs Team Chat
Within Missive we can leave 'team chat notes' on messages which can't be seen by others. It can be unclear how to leave a private message/team chat (not visible to the recipient) as opposed to replying (received by the recipient).
Below is a screenshot showing the arrows you use to reply/forward to a recipient - and the space you use for private messages.
Replies and 'team chat'/'private messages' should be coloured differently within Missive.
Replying to messages
Important reply limitations
Please note the below regarding replies:
- ⏲️ Message history is limited to 15 days, you may not be able to view or reply to messages outside this.
- 📱 For WhatsApp initiated conversations, only approved templates stored in 'Canned Responses' can be used outside of a 24 hour window since the last recipient message. New messages can initiated by clients at any time.
Canned Responses and Variables
For consistency in communications and to satisfy WhatsApp template requirements we use 'canned responses' or templates within Missive. These can be accessed in 2 ways - via the backslash / command or via the 'Insert Response' ✎ pencil icon.
For most canned responses you will be prompted to insert 'variables' must be inserted.
'Variables' are simply pieces of information linked to the message recipient. Examples of 'variables' used in our messages.
There is additional information on Canned Responses on the Missive help pages.
» Variables
Below are examples of 'variables' used in our messages.
👤 Recipients Name
Shown as {{1}} or {{ recipient.first_name | confirm }}
You will be prompted to type the Recipients Forename only.
👤 Your Name
Usually shown as {{ your_first_name | description: "Add your first name" | confirm }}
You will be prompted to type the Your Forename only.
💼 Recipient Industry
This variable should be stored in the contact details under 'Gender'. This is stored here as a 'hack' as there are limited fields which can be used as variables currently.
Usually shown as {{ recipient.gender | description: "Recipient industry - 'Gender' field currently used to store this information." }}
This information should already be present in the prompt. If for some reason it is not type a lowercase industry name such as:
- finance
- fintech
- education
- law
etc.
🎯 Target service interest
The 'target service interest' is not used as often as the other variables. This is a short description of the services the lead or client may be interested in. This variable should be stored in the contact details under 'Pronouns'. This is stored here as a 'hack' as there are limited fields which can be used as variables currently.
Usually shown as {{ recipient.pronouns | description: "Latest service interest - this information is currently stored in the 'pronouns' field" }}
This information should already be present in the prompt. If for some reason it is not type a lowercase service name such as:
- seo
- click rate optimisation
etc.
In some emails templates there is a second variable on the same subject shown as:
{{ recipient_additional_service_interest | description: "Add in an additional platform or service of interest" | confirm }}.
To use this variable you will need to manually insert a second service interest, in the same lowercase format as the above.
If this is not applicable, it is best to remove the entire sentence.
There is additional information on variables on the Missive help pages.
» Using a Canned Responses
Below is a guide on how to use a canned response. Canned responses can be used on any communication channel.
1️⃣ Step 1: Start a new message or reply and choose 'Insert response'
You can use either the / backslash method or choose the 'Insert Response' ✎ pencil icon as shown below.
2️⃣ Step 2: Choose the appropriate 'Canned response'
When selecting a canned response, the previewed content of messages should make their purpose clear.
Some examples:
- Client Bus WhatsApp Text: General business message to a client introducing the WhatsApp business number
- ✉️ matt-email_lead_followup-book-meeting: A template setup for Matt to use to follow up after a booked meeting
- ✉️ team-email_lead_introduction-book-meeting: A template setup for a team member to use to introduce themselves and set up a meeting.
Below are screenshot examples of WhatsApp and email responses.
The arrow in the WhatsApp screenprint below shows a variable {{1}}.
Variables are explained in the variables section of this page, and how to use them is covered in the next step.
Once you have selected the right template, click 'Insert Response' at the bottom of the dialog box.
3️⃣ Step 3: Insert variables and any custom content
Once you have selected the canned response, you will be prompted to insert the 'variables'. The values to add should be clear, for clarifications see the variable examples on this page.
Each message will have at least 2 variables - 👤 Client name and 👤 Your name.
Some canned responses will have additional variables such as the client industry as shown in the one of the examples below.
Below is an example of the message with variables inserted (in bold italics) with custom (additional) content (in blue bold).
In this example the client's name is Matt who has a window and gutter cleaning business and the team member sending the email is called Emma.
Hi Matt,
It's Emma from Digiful. I wanted to introduce myself as a freelancer working with the agency.
I understand you work in the window and gutter cleaning industry and we'd like to see if we can help you address any business or sales pain points slowing your sales in this industry.
We have helped several small businesses expand their marketbase by creating or optimising their digital reach to more customers. I understand you have had some SEO work done in the past and I'd like to learn more about your experience and how we can target our services.
To get started send us a quick reply or book a free meeting.
Regards,
Emma
Digiful
4️⃣ Step 4: Check the message and send
However brief the message, it should be carefully checked carefully before sending with any custom content added as advised.
Although canned responses save time and maintain consistency, in many cases there is additional there is custom content such as situational text, links or attachments to add.
Need a catchup or support?
For clients with an active project, you can book a catchup below.
Previous clients can book a discounted single hour session below or other more extensive support sessions.
