Chats
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Communicate with your clients from different messengers in one place — the "Chats" section of the platform. There is no need to switch between different windows. Messages sent from here will be received by your client in the messenger they subscribed through
In this guide, we will review the functionality of the "Chats" section of the platform. Now, on the left side of the screen, you can see the accounts of people who are subscribed to communication channels. Each person can have multiple communication channels from different or the same messenger. When selecting a person on the left side of the screen, the conversation with the default communication channel opens in the center, and on the right side of the screen, a quick-access client card with key information appears. If a user subscribes to multiple different company communication channels (bots), several chats will be created for them
Chats management section
Chats are divided into:
Important – This section displays all chats with users who have assigned tasks. When a task is added to a user, their chat will automatically appear in this section until the task is completed
All – This section displays all chats with users who interact with your bots
Unread – This section displays all chats that contain unread messages from users
Dialogs section – This section displays all open dialogs created between a manager and a user. You can learn more about the "Dialogs" functionality in the guide
Panel for searching users on your platform. Available search options: (by name, phone number, email)
Filter clients by their affiliation with sales plans. Hidden by default. To expand, click on the highlighted button
Chat filtering button "From new to old" and vice versa
Disable chat - stops bot messages from the tunnel (when enabled, sending will not resume)
Disable bot messages - disables messages configured through automation in the "AI Support" section
Button to enable your AI assistant. AI Assistants in chats are managed individually
Menu button for selecting your AI assistant connection in the chat with the user, as well as the Reset button, which resets the current settings and assistant's conversation history. Dialogues with subscribers will start over as a new conversation
Communication channel switch. All available communication channels for this user will be displayed
Button to enable dialogues (you can create a new one or select an active dialogue with the user)
Button to enable message filtering
Filtering panel section
The filtering panel allows you to sort clients by various parameters:
Filtering panel by the messenger used by the user in the chat
Filter by presence/absence of a phone number for the user
Filter by presence/absence of an email for the user
Filter button (You need to set a filter or a set of filters and then press the "Filter" button)
"More" button - Opens an extended filtering panel for audience segmentation
The filtering panel is located at the top of the window. By default, only basic filters are visible: messenger, presence of a linked phone number, and email. To expand the panel with all filters, click the "More" button in the upper right corner of the panel.
We can configure the current filter:
Field for adding filters from the list
"Match all" button - when the checkbox is enabled, all selected filters must match for the user
"Expand/Collapse all cards" button - expands or collapses all filter criteria in the current list of added filters
We can also save the current filter in the "Saved Filters" section, which provides quick access to the filter and allows you to efficiently segment your audience.
"Rename Filter" – clicking this button allows you to set a name for the current filter
"Save Filter" – saves the name and set of filter conditions in the "Saved Filters" section
"Saved Filters" – opens the list of saved filters, where you can apply, duplicate, or delete a filter from the list in this section
User Information Block in Chat
With this block, you can quickly analyze which communication channel is most convenient to contact a person, determine the best offer based on the sales plan, and view user data during the chat. This panel allows you to quickly and easily access basic user information needed for the initial contact with the manager.
User Data
Tags Assigned to the User
User Information and Client Logs
Action Buttons
Actions We Can Perform with a User in the "Chats" Section
Open Client Card
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 - adds the user to the archive
Black List - adds the user to the black list
Go to Chat with User via Selected Communication Channel
Add Task
Message Sending Panel
The message sending panel allows you to send messages directly to clients. You can send a simple text message or create a complex message using the constructor.
Button to open the list of variables of the chat-template.
Hovering over the variable name will show a tooltip with the variable's value. Clicking on the variable will copy its content to the message input field.
To have chat-templates appear in this list, first add them in Variables Management.
Button to open the message constructor, where you can assemble and send a message using available functions like: Text, Image, Link, Video, Template, File. Sending occurs by clicking the Save Message button in the constructor. If you interrupt message creation and close the constructor, the message will be saved for this chat and you can return to it until you refresh the page. The presence of saved but unsent messages is indicated by an icon next to the client's name;
Button to mark the message as read. Messages are not "read" automatically, so for all unread messages from the user, click this button.
Text message input field. Here you can enter text to send a simple text message;
Open emoji insertion menu;
Add a comment or another manager to the chat. More details below.
Voice message send button - holding this button starts recording a voice message, which will be sent to the bot subscriber upon release.
Text message send button. Sends the text from field 4. Besides clicking this button, the message can be sent by pressing Ctrl+Enter.
List of Hotkeys in the Chats Section
Shift + Enter - mark messages as read in the open chat
Ctrl + Enter - send message
Ctrl + Shift + S - open large client card
Esc - close client card
Ctrl + Shift + (up or down arrow) - switch between chats one up or one down, respectively
Ctrl + Shift + A - mark user in chat
Adding a Comment and Another Manager to the Chat
In the process of handling requests, there are often situations where another manager needs to be involved. For this, a function was developed to add another user to the chat and leave a comment so they understand the task.
To add (mention) another user in the chat with the client, click the icon on the message input panel. A window with user selection fields and comment input will open. Select the needed user(s) from the list, leave a comment, and click the “Add” button.
In the chat with the client, platform users will see an informational message. Clients do not see platform user comments in the chat. It indicates who authored the message, which users were added to the chat, and the comment text (if entered):
If you just want to leave a comment in the chat, you don't have to select a user — it's optional. Also, leaving a comment is not mandatory if the manager knows why they were added to the chat.
If the manager you mentioned is currently in the system, a notification will appear in the top left corner of the platform window in the notification panel. Clicking it opens the notifications window with mentions, where you can mark the notification as read or go to the chat where the manager was mentioned.
Also, when a manager is mentioned in the chat, a mention message appears in the bottom right corner. Clicking the “Full version” button opens the notifications window, and the “Chat link” button lets you go to the chat where the manager was mentioned.
Who is Typing Now
If you have a whole support department, you have probably encountered situations where they spent time together handling the same question and gave the client a joint response. The client was slightly annoyed and surprised by the "desynchronization" between support managers, and managers felt slight embarrassment and dissatisfaction that both spent time handling the same request. To avoid such situations, the platform chats added the "Who is typing now" feature.
When a manager starts typing a message to a client, "You are typing..." is displayed above the chat panel:
When another manager starts typing a message to the same client, "You, (other manager's name) are typing..." is displayed:
Even if you are not typing simultaneously, but only the other manager is typing, you will still see their name above the chat panel to avoid potential wasted time handling the same request.
Chat History
Client Messages. Displayed on the left side of the chat
User Messages - sent on behalf of the user from the platform with an avatar that can be set in the user's personal settings. Displayed on the right side of the chat
Bot Messages. Displayed on the right side of the chat. Sent on behalf of "Bot" with the avatar http://Leeloo.AI
System Messages - system messages that chronologically display user actions within the sales tunnel (subscriptions, filter checks, actions, delays, triggers)