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Kolay DM

Conversation Stages

Have the bot lead every conversation through the steps you define, and see which customer is stuck at which stage.

InstagramWhatsAppPlanAll plans

What It Does

Conversation stages define the order in which the bot leads a sales or booking conversation — for example: Contact made, Need understood, Solution explained, Appointment booked. The bot doesn't move on before a step is complete, and you can see which step every conversation is at.

Setup

  1. Open the Conversation Stages card on the Setup page. Ready-made steps for your sector are loaded.
  2. For each step, review what the bot does, when the step is finished and what it should not do at this step.
  3. Use Add step, delete and move up/down to adjust them, then click Save.
  4. Click Turn on tracking and confirm.
  5. Try a conversation with Test your bot; the test screen shows the status of each step.

How It Works

With tracking on, the bot knows which step each conversation is at and moves it toward the next one. If a conversation stalls at a step and the customer stops writing, it goes to the Unfinished list. Each chat's stage is visible in the Inbox.

Limits and Things to Know

  • You can define between 2 and 6 steps.
  • A name, purpose and end condition are required for every step.
  • The 20-minute automatic reminder is a plan feature and is sent at most twice per chat.

Frequently Asked Questions

Can I adapt the stages to my business?
Yes. You can add, delete and reorder steps, and write when each step is finished. You can always return to your sector's default set.
Does stage tracking apply to every conversation?
Stages apply to conversations where someone is looking for a service or product. The bot doesn't track stages in complaints or general questions.
Are reminders sent to stalled conversations?
Stalled conversations go to the Unfinished list. If your plan supports it, an automatic reminder is sent after 20 minutes.

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