Conversations
Bring customer enquiries and team discussions together, then turn each conversation into a useful next step.
In the CRM: Conversations
Keep the enquiry and the follow-up connected
Conversations brings your SMS, internal team chat, connected social messages and website Live Chat into one working area. Your staff can find the person, check where the enquiry arrived and reply through the right business account.
For a marketing business, this connects the moment someone asks a question with the next step: qualify the enquiry, arrange a consultation, coordinate a buyer or continue a sale.
Choose the page for the job
| Menu item | What you use it for |
|---|---|
| Inbox | Read and reply to customer messages, start an SMS conversation or talk with your team. |
| Chat Settings | Choose who can answer each website and how agents, buyers and the owner appear in internal chat. |
| Live Chat | Add the website chat window, choose its greeting and hours, collect optional visitor details and set staff alerts. |
| Live Chat → Analytics | Review website traffic and pages so you can understand what attracts visitors. |
Match the conversation to the marketing opportunity
| Scenario | How Mango9 helps |
|---|---|
| A visitor asks about a service | Answer in Live Chat, review the page they were visiting and help them arrange a consultation. |
| A customer replies to an offer by text | Continue in SMS using the same business sending number. A saved template gives the adviser a useful starting point. |
| Someone sends your business a social message | Filter to the platform and connected account, read the history and reply in that conversation. |
| An adviser needs a buyer’s input | Use internal User chat to coordinate with the right buyer or another team member. |
| An enquiry is ready for a call | Use your Mango9 phone app or assigned extension and the appropriate business caller ID. |
Connect calling, texting and lead sales
Telnyx is your carrier: it supplies the telephone numbers and calling/texting service connected to your Mango9 account. Mango9 organizes those numbers around your business workflow. After connecting Telnyx, buy your numbers and create the extensions that staff and buyers will use.
An extension is a person’s or team’s place in the phone system. Assign extensions to users and buyers, then configure your call routes and Sell Leads & Calls campaigns around the destinations that should receive enquiries.
Configured AI agents can use your business numbers to handle calls and SMS conversations, qualify enquiries and help book appointments. Give each agent its instructions, number and booking setup. Combine that with SMS templates for consistent human follow-up.
A practical campaign journey
- Publish the offer and direct interested people to the appropriate website or business number.
- Use the Inbox to answer questions from that website, SMS or your connected social accounts.
- Gather the details needed for the next step, such as the service requested and a suitable appointment time.
- Coordinate internally with the adviser or buyer handling the enquiry.
- Complete the appointment, call routing or lead-delivery work in the relevant Mango9 screen. Keep the conversation useful and focused on the customer’s next action.