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1. Introduction

The Chats section is your single point of communication with all clients from different messengers. No need to switch between windows — all conversations are gathered in one place. Messages sent from the platform are received by the client in the messenger they subscribed through.

From this guide you will learn:

• how the Chats section interface is organised;

• what tools are available for filtering and searching clients;

• how to send messages and connect managers to a chat;

• how to view a client card and perform actions with the client.

2. Key terms

3. Interface overview

The Chats section interface consists of several blocks. Each is described below.

3.1. Chat management section

The left side of the screen contains the chat panel. Chats are divided into categories:

1. Important — displays all chats with users who have assigned tasks. When a task is added, the chat automatically moves to this section until the task is completed.

2. All — all chats with users who interact with your bots.

3. Unread — chats with unread messages from users.

4. Dialogs — all open dialogs created between a manager and a user.

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Additional elements of the chat panel:

5. User search panel — search by name, phone number, or email.

6. Sales plan filter — hidden by default. Click the highlighted button to expand.

7. Sort button — filters chats «From new to old» and vice versa.

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Chat control buttons:

8. Disable chat — stops bot messages from the tunnel (sending will not resume when re-enabled).

9. Disable bot messages — disables messages configured through automation in the «AI Support» section.

10. Enable AI assistant — AI Assistants are managed individually for each chat.

11. AI assistant menu — select the assistant connection and use the Reset button to clear settings and conversation history.

12. Switch communication channel — shows all available channels for this user.

13. Enable dialogs — create a new dialog or select an active one.

14. Message filter — enables message filtering within the chat.

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3.2. Filter panel

The filter panel is located at the top of the window and allows you to sort clients by various parameters. By default, only basic filters are visible. To expand the panel with all filters, click More in the top-right corner.

Basic filters:

1. Messenger filter — filter by the communication channel used by the client.

2. Phone filter — presence or absence of a phone number for the client.

3. Email filter — presence or absence of an email for the client.

4. «Filter» button — applies the selected filters.

5. «More» button — opens the extended filter panel.

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Extended filter panel:

1. Filter selection field — choose criteria from the available parameters.

2. «Match all» button — when the checkbox is enabled, all selected filters must match for a single user.

3. «Expand/Collapse all cards» button — expands or collapses all criteria in the current list.

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Saved filters:

4. «Rename filter» — sets a name for the current filter.

5. «Save filter» — saves the name and set of filter conditions in the «Saved Filters» section.

6. «Saved filters» — opens the list of saved filters. Available actions: apply, duplicate, or delete.

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3.3. Client card

The right-side panel with key information about the user. Opens when a client is selected from the chat list. Allows you to quickly review the communication channel, sales plan, and client data.

1. User data — name, contacts and other basic information.

2. Client tags — assigned labels for segmentation.

3. Information and logs — additional data and a chronology of the client's actions.

4. Action buttons — quick access to operations with the client.

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Actions with a client in the Chats section:

1. Open client card — expands the full card with all data.

2. User actions:

   • Open in Audience — opens the user in the «Audience» section.

   • Open in Orders and Sales — opens the user in the «Orders and Sales» section.

   • Add to archive — moves the user to the archive.

   • Black list — adds the user to the blacklist.

3. Go to chat — opens the conversation via the selected communication channel.

4. Add task — creates a task linked to this client.

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3.4. Message sending panel

The panel at the bottom of the chat window. Allows you to send a text, voice, or complex message using the constructor.

1. Chat templates — opens the list of «chat-template» variables. Hover to see the value; click to copy the content into the input field.

2. Message constructor — opens the constructor for building a complex message: Text, Image, Link, Video, Template, File.

3. Mark as read — manually marks messages as read (does not happen automatically).

4. Text input field — enter text to send a simple message.

5. Emoji — opens the emoji insertion menu.

6. Add manager or comment — connect another manager to the chat with the option to leave a comment.

7. Voice message — hold to record. When released, the message is sent to the client.

8. Send — sends the text from field 4. Also: Ctrl+Enter.

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3.5. Hotkeys

List of hotkeys for working in the Chats section:

3.6. Adding a manager and comment to the chat

To connect another manager to a chat with a client, click the icon on the message input panel. In the window that opens, select the needed users from the list, leave a comment (optional) and click Add.

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After adding, an informational message appears in the chat for managers showing the author's name, added users, and the comment text. Clients do not see these comments.

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If the mentioned manager is currently in the system, a notification appears in the top-left corner. A notification also appears in the bottom-right corner with «Full version» and «Chat link» buttons.

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3.7. Who is typing now

The «Who is typing now» feature helps avoid situations where multiple managers reply to the same client at the same time.

• When you are typing — «You are typing...» is displayed above the chat panel.

• When another manager is also typing to this client — «You, [manager name] are typing...» is displayed.

• Even if only the other manager is typing — you see their name above the panel.

3.8. Chat history

The centre of the window shows the conversation chronology. Message types:

1. Client messages — displayed on the left side of the chat.

2. Manager messages — sent on behalf of the user with an avatar. Displayed on the right.

3. Bot messages — sent on behalf of «Bot» with the Leeloo.AI avatar. Displayed on the right.

4. System messages — a chronological log of the client's actions in the sales tunnel (subscriptions, filters, triggers, etc.).

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4. Related guides