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Conversations

How to use activity cards inside a conversation (opportunities, appointments, DND and invoices)

In Conversations, open the contact's conversation: cards show up between the messages whenever an opportunity, an appointment, the Do Not Disturb status or an invoice changes. Click View Opportunity, View Appointment or View Invoice to edit without leaving the conversation. Nothing to set up.

Updated on

Before you start

  • You need access to Conversations.
  • Cards appear on their own; there is nothing to turn on.
  • To edit what's on the card (the opportunity, the appointment or the invoice), you also need permission in that module.
Where to find it

Conversations › contact's conversation › activity card between the messages

Step by step

Read an activity card

  1. Open Conversations and click the contact's conversation.
  2. Scroll through the history: cards appear in chronological order, between the messages, with a distinct look.
  3. Each card says what changed and when. There are four types:
    • Opportunity: created, updated or deleted.
    • Appointment: created, rescheduled or canceled.
    • Do Not Disturb: enabled or disabled for one channel or all channels.
    • Invoice: sent to the contact or payment received.

Act from the card

  1. On an opportunity card, click View Opportunity to open the opportunity and change its stage, value or owner without leaving the conversation.
  2. On an appointment card, click View Appointment to see the details, reschedule or cancel.
  3. On an invoice card, click View Invoice: the invoice opens in a new tab with all the details.
  4. Close the window and carry on with the conversation.

Find out who changed Do Not Disturb

  1. Find the Do Not Disturb card in the conversation.
  2. Read the "by" value: it tells you where the change came from.
    • Workflows: an automation turned it on or off.
    • User: a team member made the change.
    • Contact: the contact did it themselves (for example, replied to stop receiving messages).
  3. The card also shows whether the change applied to one channel (SMS, email…) or to all channels.

Tips

  • Before replying, check the latest card: if the customer just canceled an appointment or paid an invoice, the right reply changes.
  • DND cards explain why a message didn't go out: if the contact opted out, don't reach out again on that channel.
  • Contact preference changes are also logged in the conversation, whether the contact or the team made them.

Common problems

  • I don't see any cards in the conversation → There hasn't been any opportunity, appointment, DND or invoice change for this contact yet. Cards only show when something changes.
  • I clicked View Opportunity but can't edit → You're missing permission in Opportunities. Ask an admin to enable it in Settings › My Staff.
  • The invoice didn't open → It opens in a new tab; check whether your browser blocked pop-ups and allow them for Elooo System.
  • The card says a workflow turned on DND and I don't know which one → Check Automation › Workflows for workflows using the DND action and look at the contact's execution history.

Frequently asked questions

Are the cards sent to the contact?

No. They are for the team only; the contact never sees them.

Can I turn cards off?

There is no option to turn them off; they are part of the conversation history.

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