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      Managing Conversations in Bullseye Pro – CSR Training Guide

      This article provides a complete walkthrough for CSRs on how to manage conversations in Bullseye Pro. You’ll learn how messages are organized, how to interact with contacts, and how to use key features such as filters, tags, and automations.

      Complete Video Tutorial: HERE

      Managing Conversations in Bullseye Pro – CSR Training Guide

      Accessing the Conversations Tab

      Once logged into Bullseye Pro:

      • Navigate to the Conversations tab — this will be your primary workspace.

      • The left panel displays your message list, similar to an email inbox.

      Top Navigation Tabs

      • Recents: Most recent conversations.

      • Starred: Marked messages for follow-up.

      • All: View all conversations.

      • Unread: Default for many users — shows only new/unread messages.

      💡 Tip: Use “Recents” or “Unread” for real-time monitoring.

      Message Indicators and Actions

      • Blue number badges indicate new/unread messages.

      • Use the top-right buttons to:

        • ✅ Mark as Read — Clears the notification manually (important for teams to avoid missing follow-up).

        • ⭐ Mark as Starred — Flags the message for easier tracking.

        • 🗑️ Delete — Removes the conversation.

      ⚠️ Avoid marking messages as read unless you've addressed them to maintain clarity for your team.

      Using Filters

      Access filters via the Filter icon on the left-hand panel.

      Key filters include:

      • Assigned Contact Owners

      • Followers

      • Mentions

      • Message Direction (Inbound/Outbound)

      • Last Outbound Message Type (Manual vs. Automated)

      • Message Channel (SMS, Email, GBP, Facebook, Instagram, etc.)

      📌 You can quickly find contacts that haven’t received a response by filtering for inbound messages only.

      Inside a Conversation

      On selecting a conversation, the right-hand panel shows key contact details:

      Contact Info

      • Name, Email, Phone

      • Owner / Assignee: Person responsible for managing replies.

      • Followers: Team members viewing the conversation.

      Tags

      • Track campaign history.

      • Add tags to start campaigns.

      • Remove tags to stop campaign activities.

      Active Automations

      • View the contact’s automation and campaign history.

      Do Not Disturb (DND)

      • Use if a customer asks to stop receiving communications, but doesn’t use system keywords (e.g., “Stop”).

      • Options to mute:

        • Calls & Voicemails

        • Text Messages

        • Emails

        • All

      🛑 Use discretion based on the customer's request.

      Sending Messages

      At the bottom of the conversation view:

      • Compose responses via SMS or Email.

      • Select your message channel tab (e.g., Email, SMS).

      • Snippets: Use pre-saved templates for quick replies.

      • Attachments: Use the paperclip icon.

      ⚠️ Do not use "Request Payment" — this feature is not active for CSRs.

      Next Steps

      Check out the next video/article in this training series to learn:

      • How to use Snippets

      • Best practices for text messaging

      • Managing Opportunities & Pipelines

      Need Help?

      If you're unsure how to proceed with a conversation or have technical questions, contact your team lead or submit a support ticket via the internal help desk.

      Thank you for keeping customer communications clear, responsive, and professional!
      — Relentless Digital & Bullseye Pro Training Team