List of conversations
Implemented, in testingAll conversations with customers in one working window.
- Benefit
- No request gets lost among personal chats.
RecUmi Conversations
In developmentCustomer conversations stay with the company, not on a manager's phone.
RecUmi Conversations is a system for working with customer conversations and integrating them with CRM. The product is in development.
A customer's messages, conversation history and replies together. A request can be assigned to an employee, and the conversation becomes part of the customer's history in RecUmi CRM. WhatsApp is planned as the first channel. There are no dates and no download button.
Who it is for and why
Customers write in messengers, and the conversations end up on employees' personal phones. When a manager leaves, the history leaves too; when someone is ill, the customer waits for a reply. Conversations turns correspondence into a working tool of the company: a shared list of requests, an assigned employee and a link to the customer card.
Sales team
All incoming requests in one list; you can see who is replying and what is waiting for a reply.
Manager
Sees the shared list of requests and who is looking after what, instead of hearing about a problem from an unhappy customer.
Service and support
Photos, questions and agreements with the customer are kept together with their history.
Small company
One company number for customers instead of employees' personal numbers.
What RecUmi Conversations will be able to do
Implemented, in testing the feature is implemented in a test or internal version and has not yet been made available to users as a finished public product Planned designed, development ahead Idea, discussed earlier but not yet approved for development not confirmed, not promised
Conversation history
Implemented, in testingThe whole conversation with a customer, from the first message, including attachments received.
- How it is used
- A new employee opens the conversation and sees the context straight away.
- Benefit
- No need to ask the customer again.
WhatsApp as the first channel
Implemented, in testingCustomers' WhatsApp messages arrive in the company's shared list.
- How it is used
- A company connecting its own number in a few steps is a planned capability; for now, connection is done during setup.
Assigning an employee
PlannedA request can be assigned to an employee and handed over to a colleague.
- Benefit
- It is clear who is looking after the customer.
Tags
PlannedTags by the subject of the request.
- Benefit
- Similar requests are easy to find and group.
Message templates
Implemented, in testingThe company's set of message templates and their settings.
- Benefit
- Faster and with the same quality every time.
Quick replies
PlannedReady-made answers to frequent questions in one tap.
- Benefit
- Less typing the same thing.
Search in conversations
PlannedFinding the right message by words.
- Benefit
- An agreement is found in seconds.
Received attachments
Implemented, in testingPhotos, documents and files sent by the customer are kept in the conversation.
- How it is used
- Sending files to the customer is a planned capability.
- Benefit
- A photo of an opening or a document does not get lost in a phone gallery.
Link to CRM
Implemented, in testingA conversation can be linked to the customer card in RecUmi CRM, used to create a new customer or attached to an existing one.
- Benefit
- Conversations, calls, measurements and documents — in one history.
Automation
PlannedDistribution rules and automatic actions for typical requests.
- Benefit
- Less manual work with a large flow.
How it will work
The path of a customer's request.
- 1. MessageThe customer writes to the company's WhatsApp number
- 2. Shared listThe request is visible to the team
- 3. EmployeeThe request is assigned, the customer receives a reply
- 4. Customer cardThe conversation is in the customer's history in RecUmi CRM
The whole path is a planned capability of the RecUmi Conversations product.
Scenarios
TodayA manager has left the company, and all the conversations with their customers stayed on their phone.
With RecUmiConversations belong to the company: a new employee opens them and carries on working with the customers.
Change of employee
TodayA customer wrote on Friday evening; on Monday nobody remembers who must reply.
With RecUmiA request without a reply is visible in the shared list and can be assigned to an employee.
Request without a reply
TodayThe customer sent a photo of the opening in a messenger; the measurer does not know about it.
With RecUmiA photo in a conversation is linked to the customer and visible in their card to those preparing the measurement.
Link to measurement
WhatsApp calls are recorded by a different product — RecUmi Calls. How the feature works depends on the device, the Android version and WhatsApp. Recording of both sides is not guaranteed. We recommend checking the result with a test call.
Part of the ecosystem
Conversations is designed as a standalone product, and together with other products it makes conversations part of the customer's history.
- ConversationsCustomer's message
- CRMCard and next step
- MeasureMeasurement from photos and agreements
- DocsQuote to the customer
Planned Links between Conversations and CRM and the other products will appear together with their release and the shared RecUmi Core foundation.
All features and their stage
TASK 01Section
Conversations
Features: 2 · implemented, in testing: 2- List of conversations in the working windowImplemented, in testing
- Conversation history, including attachments receivedImplemented, in testing
TASK 02Section
Channels
Features: 5 · implemented, in testing: 1 · planned: 4- WhatsApp: customers' messages arrive in the shared listImplemented, in testing
- A company connecting its own WhatsApp numberPlanned
- Customer voice messages and their transcriptionPlanned
- Several numbers and teams in one companyPlanned
- Other messengers, decided separatelyPlanned
TASK 03Section
Work
Features: 9 · implemented, in testing: 1 · planned: 7 · Idea, discussed earlier but not yet approved for development: 1- Message templatesImplemented, in testing
- Quick repliesPlanned
- Search in conversationsPlanned
- TagsPlanned
- Assigning an employee and handing over a requestPlanned
- Sending files to the customerPlanned
- Distribution rules and automationPlanned
- Internal team comments on a conversationPlanned
- AI-drafted replies, with your confirmationIdea, discussed earlier but not yet approved for development
TASK 04Section
Ecosystem
Features: 2 · implemented, in testing: 1 · planned: 1- Linking a conversation to the customer card in RecUmi CRMImplemented, in testing
- From a chat, a measurement request in RecUmi MeasurePlanned
"Implemented, in testing" means the feature is implemented in a test or internal version and has not yet been made available to users as a finished public product. Where: in the technical version built on the internal system of the company Time Rec; a company connecting its own WhatsApp number is not available yet. This is not a live RecUmi service.
Development stages
Done
- In testing: list of conversations and history, receiving WhatsApp messages, templates, received attachments, linking to the customer card
Next
- A company connecting its own WhatsApp number
- Assigning an employee, tags, quick replies
Later
- Search and sending files
- Automation
- Other channels: by a separate decision
There are no dates: the stages change when the features have been verified.
How to connect
You set up yourself
- Connecting the company's WhatsApp number: designed as several steps taken by the company itself
Through an external provider or Android
- Confirmation of the connection on the WhatsApp side
Not available yet
- Connecting and working with conversations: the product is in development
Technical details
WhatsApp is planned as the first channel. Connection is designed so that the conversations section appears only after the connection has been successfully checked. We will publish the technical details together with the release.
Frequently asked questions
Can I already use RecUmi Conversations?
No. The product is in development; there is no download or connect button. We do not name dates.
Which channels will there be?
WhatsApp is planned as the first channel. We will tell you about other channels when decisions are made.
Is this a replacement for WhatsApp Business on a phone?
No. Conversations is designed as a team workspace for conversations with customers and linking them to CRM, not as a messenger on a single phone.
Will I be able to use my existing WhatsApp Business?
We will describe how to connect the company's number together with the release. Connecting is not available now.
Will the previous conversation history be kept?
This depends on the way of connecting; we will publish the details together with the release.
Will there be templates and attachments?
Yes, templates, quick replies and attachments are planned capabilities of the product.
Do I need RecUmi CRM?
Conversations is designed as a standalone product; with CRM, conversations will become part of the customer's history.
Does Conversations record WhatsApp calls?
No. Calls are recorded by a different product — RecUmi Calls.
Conversations — in development
Tell us how your team talks to customers today — it will help us make the product more useful.