Introduction

Mitto Conversations simplifies communication with customers. Providing an integrated omnichannel experience, you can easily communicate across diverse channels and platforms. The following features area available:

  • Send and respond to customer SMS messages, WhatsApp, Viber, or chat with other team members.
  • Track customers with remarks and use filtered inboxes to see messages that are closed, open, or assigned to you.
  • Set up your preferences for how you receive message alerts.
  • Organize agents into teams so you can assign messages to a group if you don’t have a specific agent in mind.
  • Create custom labels to use for incoming customer messages. Labels can have a priority of high or normal.
  • Use powerful search features to dig through content in a variety of different ways.
  • Import contacts individually or by CSV file.
  • Create assistants that use AI to answer common customer questions. Monitor the assistants and step-in when necessary.

 

Setup

 

To get started with Mitto Conversations, do the following:

  1. If you don’t have an account, click here in the Sign up here sentence at the bottom of the screen.
  2. If you have your credentials, then enter your email in the Enter your email field.
  3. Click Next.
  4. On the next screen, in the Enter your password field, input your password.
  5. Click Sign in. Mitto Conversations opens under the Conversations section with your inbox open.

Dashboard

Mitto Conversations opens in the Conversations section. However, you may want to start by getting acquainted with the basic layout. That’s what this section is about. We’ll go over some of the choices you’ll see used over and over as you navigate around the different areas of Mitto Conversations.

Toolbar and Menu

 

The Toolbar and Menu are on the left side of Mitto Conversations.

Orange Circle with Initials

By default, when you open Mitto Conversations, a color is chosen for your your profile, and the first two letters of your email address are presented in all caps. If you click the circle, you will get a little popup menu that looks like this:

The information in the panel is presented in the table. You will notice the popup segments each choice, so the table matches to each segment.

Screen Feature Description
First name and email Your first name or nickname and contact email appear here.
Available Toggle between Available (green) and Away (red)
Preferences This opens the Preferences panel. You can set your preferences for:

Preference Description
Notifications You can set whether you receive notifications about activities in Mitto Conversation or not. Check the box to show notifications.
Sounds Decide whether you will be alerted to new messages with a sound or not. Check the box to play a sound.
Composing Choose whether you would like pressing enter to send a message, or insert a newline in your message. Check the box to make pressing enter send a message.
Conversations Decide whether sending a response to a customer will automatically assign the conversation to you or not. Check the box to automatically assign messages to yourself.
Hour format Put the format for how dates and times are shown in Mitto Conversations. Choose 24-hour which writes the time using military format, or 12-hour which shows the time using regular format.
Time format Choose whether you want to see times in an absolute format like 20:20 or a relative format like 24 min elapsed since you received a message/acted on a message.
Done button When you are done setting your preferences, click Done to apply your changes. Note: If you click the X at the top right corner of the panel, this also applies any changes you made. Be sure everything is set up the way you want before closing the panel!
Edit profile The Profile panel opens. You can do the following:

Screen Feature Description
Name Use the first field to enter your first name or nickname (this will show on your communications with teammates and customers). Use the second field to enter your last name.
Color Click the circle to choose the color you want for your profile.
Password This section provides instructions for how to create a strong password. If you want to change your password, you must enter your existing one in the Current password field and then use the New password field to enter your new password. Use the Confirm password field to repeat what you put in the New password field. Click Change. If everything is correct and the new password matches with the confirmed password, you will get a notification confirming your success. Otherwise, you get a notification that explains what went wrong. Notifications appear in the lower left corner of the screen. When you are done setting your password, click Save. If you choose not to set your password, click Cancel.
Sign out If you click Sign out, you are immediately logged out.

If you click the bell, it toggles your alerts on and off. It’s recommended you leave alerts on.

If you click the arrow pointing left, you can collapse the menu so it’s just icons instead of the complete name of each section.

Conversations

The Conversations section keeps track of messages coming in from multiple channels. You can see the name of the person messaging you, and when you open their message, you can see how you will need to respond. For example, in this image, at the bottom you can see a WhatsApp template will be required for your response. This means your customer is writing you from WhatsApp. Similar notifications appear if your customer uses Viber or another platform.

The table describes all the features on this screen.

NOTE: The Inbox only shows messages that are open or assigned to you.

 

Screen Feature Description
Search conversations At the top of the Conversations section you’ll notice a Search conversations bar. You can search by message content or title. The search bar is not restricted to your messages or open messages. It will retrieve messages assigned to other members of the support team as well.
Three dots If you click the three dots to the right of Search conversations, you open a pop up menu that lets you set up message filters.

Screen Feature Description
Sort by newest / Sort by waiting duration This is a toggle feature, click the one that helps your search most. Sort by newest will put the newest messages at the top of your inbox. Sort by waiting duration will put customers who waited the longest for a response at the top of your inbox.
Priority inbox This is a toggle feature that goes with labels. If you implement labels, you choose whether a label is normal or high priority. Anything marked with a high priority label will go to the top of your inbox if you choose the Priority inbox filter.
Filters You can open Filters to see additional message filtering choices. Options are described in the table.

Screen Feature Description
Teams The Teams tab shows the different support teams in your company. You can use the search bar to search through teams and find the one you’re looking for. Available teams are listed under the search bar and show how many agents per team are currently online. To include them in searches, slide the button on the right so that it is green. Otherwise, to exclude the team slide the button to the left so that it is gray.
Channels The Channels tab shows the different communication channels you have configured. You can turn different channels on or off to filter what messages you search through. The button slid to the right so it is green means you will include the channel in searches. the button slid to the left so it is gray means you will exclude the channel from searches. If you have many different channels, you can use the search bar to find specific channels to include or exclude.
Labels The Labels tab shows all the different labels you use for messages. There is also a Show unlabeled feature, that shows messages you haven’t marked with anything. For a custom label, or unlabeled messages, you can slide the button to the right so it is green and that will include it in searches. Slide the button to the left so it is gray and that excludes the label from searches.
Done button When you finish selecting your filter choices, click Done to apply your changes. NOTE: Your changes will be applied whether you click the X in the top right corner or the Done button, so make sure you set the choices you want before closing this popup!
Unassigned/Assigned drop-down This drop-down is under the name of the customer that you wrote you in the message you highlighted in the Inbox. You can assign based on Agents, Teams, Labels or Assistants. When you click one of the choices, the search bar underneath dynamically updates to let you search under that category. You can assign the following:

  • Agents – Choose a support member by searching for them individually. You can choose yourself or someone else. After you choose, you will be able to see it displayed under Revoke from. If you click on your choice, it will remove the assignment.
  • Teams – You can choose a team to assign to from this drop-down. It’s possible to assign to a team and an individual. After you choose, you will be able to see it displayed under Revoke from. If you click on your choice, it will remove the assignment.
  • Labels – You can assign one of the labels you created here. Labels can have whatever title you want, and they are either normal or high priority. When you choose a label, it appears next to the message. You can also remove the label by clicking on it next to the name of the customer when you highlight their message.
  • Assistants – If you’ve opted to set up an AI to help with particular customer scenarios, you can find them here and assign an assistant to work with a customer.
Close button If you complete a conversation with a customer, you can click the Close button to close the call.
… More The More menu offers choices for what you can do with the contact information listed for the customer whose conversation you have highlighted.

Screen Feature Description
Edit contact This opens the Edit contact panel where you can edit the name of the contact. You can add or update reference information for the customer if you track them using a number or similar. And you can add remarks and notes about any interactions you had with them. When you are done, click Save to save your changes. Click Cancel to close out without any changes.
Create note Use this feature to add a note about a contact, in which case it will appear any time anyone accesses the contacts information. Or use it to add a note to a conversation, in which case the note will only appear when anyone accesses the conversation you selected. Type your note, then click Save to save your changes. Click Cancel to close out without any changes.
Add to favorites If you speak with a contact often, you can choose to add them to your favorites. This makes them easier to speak with in the future. If you set a contact to be a favorite, this feature toggles to Remove from favorites.
Block contact If you need to block a contact, you can click Block contact to do so. They will not be able to send you future messages. You can undo this setting later by coming back and choosing Unblock contact.
Delete You can delete a contact altogether. This is permanent, so make sure you really want to delete them before clicking the button.

The rest of the Conversations section is different sets of filtered messages. They include:

  • Inbox – All messages that are open or assigned to you.
  • Yours – All messages that are assigned to you.
  • Open – All open messages that no one has assigned to someone.
  • Automated – All messages that are being handled by an assisstant.
  • Closed – All messages that are closed.

For details about the search conversations feature, the three dots, the drop-down under the customer name, or the profile section to the right, please see the table above. All of that is explained there, and repeats in the different sets of filtered messages.

Chat

The Chat section groups any ongoing chats together. Chats are only between you and other agents working with customers. You can review existing chats in the main window, open a chat for more details, or start a new chat by clicking the Chat button at the top of the screen.

The table describes the features on this screen.

Screen Feature Description
Search chats You can search through all chats by typing in whatever you are looking for, either content or a contact’s name.
Drop-down next to highlighted contact In the middle of the screen the chat you highlighted to read or add to is presented. At the top is the name of the channel or contact you are speaking to. If you click the drop-down you get two choices:

  • Mark as unread/Mark as read – Depending on whether you marked it read or unread, the other choice will show.
  • Print – This lets you print the chat message out for reference.
Profile panel The Profile panel on the right is the same as for Conversations. For a channel, the only choice you have is whether to delete it or not. For a contact, you’ll have the choices you have available when you are in the Conversations section.

Contacts

The People screen shows you all the people you have as contacts. Their most recent communication appears when you click on their name. All the features on this screen are the same as they are for Conversations, so you can review that section for more details about the Profile panel on the right.

The only different features are:

  • Search people – You can search for any contact or team member with this search bar.
  • Add button – You can add a new contact by clicking the Add button. This opens the Add contacts wizard.

Add Contacts Wizard – Manual

The Add Contacts Wizard takes you through a set of screens that make it easier to add your new contact.

  1. Add contacts – Choose whether you will manually add a single contact, or import a file containing multiple contacts. For this section, we choose Manual.
  2. Select channel – Choose what channel you will use to communicate with the contact.
  3. Click Next.
  4. Add contacts – Add the name, phone number, reference, and remarks for the contact. Reference is usually a customer ID or way of referring to the customer other than their name in your system. Remarks are anything you want to say about the contact. When you’re done, click Add. Or, if you change your mind and want to import a file or change the communication channel, click Back.

Add Contacts Wizard – Import

The Add Contacts Wizard takes you through a set of screens that make it easier to add your new set of contacts.

  1. Add contacts – Choose whether you will manually add a single contact, or import a file containing multiple contacts. For this section, we choose Import.
  2. Select channel – Choose what channel you will use to communicate with the contact.
  3. Click Next.
  4. Existing contacts – If you are updating existing contacts, choose Update. The system will try to update existing information for you. Otherwise choose Ignore. The new contacts will be imported without checking for duplicates and updates.
  5. Delimiter – Because you are uploading a CSV file, choose whether fields are separated by a comma or a semicolon.
  6. For your CSV file, the field names are: name, phone number, reference, remarks. Reference is usually a customer ID or way of referring to the customer other than their name in your system. Remarks are anything you want to say about the contact. You don’t have to provide all of them, but make sure you include a delimiter for anything you leave blank.
  7. Click Choose File. Add the file you want to import from. A preview of the contacts will appear under the file where it says No contacts uploaded. Make sure they look okay. If not, you may need to tweak your CSV file.
  8. When you’re done, click Import. Or, if you change your mind and want to manually add a contact or change the communication channel, click Back.

NOTE: All your contacts in the file should use the same communication channel as you can only add one option.

Organization

The Organization section has three different groups:

  • Agents
  • Assistants
  • Teams

Agents

Agents are any employees assigned the task of answering customer communications. You can see a list of agents by clicking this choice from the menu. Using the search bar at the top of the page, you can look for a specific agent. You can also add a new agent by clicking the Add button. If you do that, you get this screen:

NameThe name of the person you want to add as an agent.

Screen Feature Description
Email The email of the person you want to add as an agent. They will receive an email inviting them to sign up.
Color Choose the default color you want the person to start with when they join as an agent.
Select role Assign the new agent their privileges. Normal privileges allow them to manage their own account, but they can’t change settings. Administrator privileges allow them to change any settings they like.
Select teams You can choose what team you would like the person to be a member of. A person can be an agent for multiple teams, no teams, or one team.
Add/Cancel buttons Click Add to add the person as an agent. Click Cancel to cancel out of adding a new agent.

You can also click on an Agent, then click Edit at the top of the page to edit their privileges. The screen is the same except instead of an Add button at the bottom, you have a Save button. Agents with Normal privileges cannot change this screen.

Assistants

You must have the assistants feature enabled to see any available assistants.

Teams

Teams are composed of agents. You can set up the different teams you want to use to add agents to here. Search for teams using the search bar, or click Add to add a new team. If you click Add, you will get the Add Team Wizard.

Add Team Wizard

The Add Team Wizard lets you add a new team to your existing teams, or create your first team.

  1. On the Add team screen, enter a name for the team in the Name field.
  2. If you have a reference ID of some kind for the team, enter that for Reference.
  3. Choose a custom color for the team by clicking on the circle.
  4. Click Next.
  5. On the Select channels screen, choose which communication channels the team can work with. You can search for channels if there are many to choose from, or choose from what’s presented. Put a checkmark next to each channel.
  6. On the Add team screen you can search for agents to include, or choose from those presented. Put a checkmark next to each agent you want to include in the team.
  7. Click Add to create the team.

You will be able to review the team by clicking on it. It will show all agents associated. Click the Delete button to delete the team or click Edit to edit the team. You will walk through the same screens as you did for adding a team, allowing you to make changes to communication channels, and agents that are associated with the team. Remove agents by unchecking the box next to them, or add a new one by searching for the person. At the end, instead of Add you click the Save button.

Channels

The Channels section shows you all the different communication platforms your support team uses with customers.

Add a Channel Wizard

You can add a new channel by clicking the Add button. The Add channel popup appears.

  1. Select a channel – choose what channel you want to add. Currently, you can add Apple Business Chat, Facebook Messenger, SMS, Twitter, and WhatsApp Business. You can connect Facebook Messenger and Twitter on your own using the wizard, but for Apple Business Chat, SMS, and WhatsApp Business you must. contact Mitto Support for further assistance.
  2. Follow the instructions to connect your Twitter or Facebook Messenger account.

Review or Edit an Existing Channel

You can review or edit an existing channel by clicking on it.

Add Business Hours

You can add business hours for any communication channel by choosing the channel, then clicking the Business hours tab. Do the following:

  1. Set the time zone for your business hours using the drop-down.
  2. For Availability, choose Always open or Selected hours. If you choose the Selected hours option, a menu showing each day of the week appears. Check the box for each day you are open, then use the drop-downs to set the hours you are open. You are only able to list a single window of time for each day. Meaning that you couldn’t list a day’s business hours as from 2-4 and 8-10.
  3. When you are done setting your hours, click Save.

Add a Greeting or Away Message

For each platform, you can add a Greeting message and an Away message. These automated messages can be sent to customers outside of business hours. Do the following:

  1. Choose a communication channel.
  2. Click Automated messages.
  3. Enter a Greeting or Away message (or both) and check Enabled. The Away message will be sent to customers outside of business hours. The Greeting message will be sent if you list a communication channel as unavailable during normal business hours.
  4. When you are done crafting your message(s), click Save.

 

 

Settings

The Settings section offers two subsections:

  • Labels
  • Quick replies

Labels

The Labels section lets you create labels to use messages.

To add a label:

  1. Enter a label in the Name field.
  2. Choose a custom color for your label by clicking the circle.
  3. Select a priority for the label, either Normal or High.
  4. Click Save. The label will now appear as an option when you are reviewing customer messages and deciding who to assign them to.

Edit or Delete a Label

You can edit or delete a label by clicking on it and then choosing either delete or edit.

Delete a Label

To delete a label, highlight it and then:

  1. Click Delete.
  2. When you are prompted about whether you are sure you want to delete the label, confirm by clicking Delete again. This action cannot be undone.

Edit a Label

To edit a label, highlight it and then:

  1. Click Edit.
  2. You can change the name of the label in the Name field.
  3. You can change the custom color for the label by clicking the circle.
  4. Change the priority for the label by choosing a different radio button. The choices are Normal and High. Normal shows messages in normal order, High puts the message at the top of the list.
  5. When you are done click Save.

Quick Replies

The Quick replies section shows various templates for replies you can use to respond to customers if you don’t feel like typing out a new message for a common scenario. You can use the search bar to find a specific reply or create new ones. You cannot remove a quick reply, so be sure you really want to add one before doing so.

Add a Quick Reply

You can add a quick reply by clicking Add and then:

  1. In the Name field, enter a name for your quick reply.
  2. In the Message field, enter a message for the quick reply.
  3. Click Next.
  4. Under Visible to, decide if the quick reply is available to all agents or only you. Choose Only me for yourself, and Everyone for all agents.
  5. For Available on, check the box next to each communication channel you want to use the quick reply with.
  6. When you are done, click Save.