After a Text Conversation

When in a conversation, click the Log an Activity button on the right side of the screen.

The Log an Activity module will pop up.

The Contact filter is the customer you’re chatting with — whose conversation is currently open. In this case, you’re texting Chris so his full name, Chris Sestero, is auto-populated here.
The Incoming/Outgoing filter denotes if this interaction is incoming or outgoing. In this case, you’ve texted Chris so this interaction is auto-populated to Outgoing.
The Interaction filter denotes the communication channel you’re using to speak to your customer. Select from: Call, SMS, Email, and In Store. In this case, you’re texting Chris, so select SMS.
The Outcome filter will pop up. Select from one of six outcomes: No Sale, Sale in Progress, Wrong Number, Not Interested, Requested DNC, or Sold a Product or Service.

TIP: Regardless of which outcome you choose, jot down notes to help your future self recollect what happened in your conversation.

Remember, the more you can personalize conversations, the more thoughtful your customer interactions will be and the more likely a sale will close!

Here’s what each Outcome means:

Status	What it Means	Next Steps
No Sale	No sale occurred	Explain why no sale occurred. Reasons include Satisfied (if the customer is already satisfied with their current product and/or service), Dissatisfied (if the customer is dissatisfied with their current product and/or service), Price, and more.
Sale in Progress	A sale is currently in the process of completion	Explain the next step — whether you scheduled a call or a meeting in-store, booked a demo, or sent a quote.
Wrong Number	The phone number you contacted does not belong to the intended recipient	There is no next step in the Log an Activity form for the Wrong Number status, but as for each status field, make sure to add any relevant notes.
Not Interested	A customer is not interested in the campaign offering	There is no next step in the Log an Activity form for the Not Interested status, but as for each status field, make sure to add notes about why the customer is not interested.
Requested DNC	A customer requested you to not contact them (DNC means “Do Not Contact)	As for each status field, make sure to add notes, if any, about why the customer has requested DNC. *TIP:* Do NOT select Requested DNC* if...* There has been no prior contact with the customer or if they did not respond to the Chat Starter The customer is simply not interested in continuing the conversation. In this case, select Not Interested Note that customers will be automatically labeled as DNC if they reply with UNSUBSCRIBE, STOP, STOPALL, CANCEL, END, or QUIT* (all are single-word replies).*

After a Phone Call

To Log an Activity after calling a customer, using the Interaction filter, select Call.
The Type of Conversation filter will then appear. Select the type of conversation, such as Welcome.

The Outcome filter will appear and you’ll see three new outcomes — No Answer, Left Voicemail, and Wrong Number.

Here’s what these statuses mean:

Status	What it Means	Next Steps
No Answer	The customer did not answer your phone call	The Explain filter will appear. Select Scheduled a Call to try them again. The Scheduled Time filter will appear. Select a day and time for when you can call back the customer. TIP: After scheduling a call, note that the scheduled call will appear… On the customer’s Timeline on their Account page. Feel free to add this to your calendar! On the Welcome* page in the Meetings module.*
Left Voicemail	The customer did not answer your phone call and you left a voicemail	The Explain filter will appear. Select None. Try sending them another text! TIP: The best follow-up strategy is to switch mediums. We’ve found that the conversion rate is the highest when you start with a text (a Chat Starter) before giving them a call and then another text. Text > Call > Text Of course, if the customer has previously indicated a preferred communication channel, honor that choice to accommodate their preference.
Wrong Number	The phone number you contacted does not belong to the intended recipient	Write down any notes if you’ve learned whose number you’ve called. TIP: If it’s a wrong number, remember to ask if the person is on your intended recipient’s account (e.g. “Sorry about that. Do you happen to be on Sam’s Cactus Wireless account?”). Oftentimes, the person who picked up the call is on your intended recipient’s account. Be sure to add any new information to the call notes and/or the Account page.

How do I log an activity?

What to do when a customer is unresponsive

Driving conversion through text messaging

Quality Conversations: Texting Guide

Sales Rep Quick Reference Guide

After a Text Conversation

Status

What it Means

Next Steps

After a Phone Call

Status

What it Means

Next Steps