Chats

Owned by Customer Service
Last updated: Apr 06, 2024 by Oleg Padalko
11 min read


Communicate with your clients from different instant messengers in one place - the "Chat" section of the platform. There is no need to switch between different windows. Your client will receive messages sent from here in the messenger through which he was subscribed.

In this manual, we will look at the functionality of the Chats section of the platform. Now, on the left side of the screen are the accounts of people who are subscribed to communication channels. Each person can have several communication channels from different or one messenger. When you select a person on the left side of the screen, a correspondence with a silent communication channel in the center opens, and a quick access client card with basic information opens on the right side of the screen. If a user subscribes to several different communication channels (bots) of the company, then several chats will be created for him.

 

  1. A list of people subscribed to your bots, where you can open a dialogue with each of them for communication;

  2. Selecting the chat type: Important/All/Unread/ (detailed description below);

  3. Panel to quickly search for people by name, phone number, email address;

  4. Filter clients by their affiliation with sales plans. Hidden by default. To expand, click on the highlighted button;

  5. Communication channel switching point. All communication channels that are available to this person will be shown;

  6. Active dialogues - displays chats that have active dialogues (more about dialogues);

  7. Message filter enable button;

  8. Quick access client card with basic information about the user;

  9. Button to open the main client card

  10. Button to add to the archive and black list of users;

  11. Selecting a channel for communication - allows you to select the desired communication channel (when selected, a new tab will open);

  12. Logs - viewing system events that were performed by the user in the sales tunnel and in general;

  13. Turn off chat - stops messages from the tunnel (sending will not continue when turned off);

  14. Turn off bot messages - turn off messages from AI support;

  15. From new to old\from old to new. You can adjust the display of unread messages in the Chats section;

 

 

 

 

List of company clients

On the left is a list of people you have in your Leeloo account. Even if the connection with the client is lost, or he has unsubscribed from the bot, you can find him here - only his status will change (more about client statuses). You can quickly find a client by name, email or phone using a quick filter.



  1. Active chat. When you click on a client from the list, the chat information block will be highlighted in blue. The history of correspondence with the selected client in the selected communication channel will be displayed on the right.

  2. Choosing the type of chats

Important/All/Unread/

Important - clients will appear in this tab:

for which tasks are assigned for today or are already overdue (more details);

The "Important" tab may contain different chats for different users, because personal tasks are created for a specific user (yourself).

The "Important" tab opens immediately after opening the Chats section, if there are any chats in it.

All - this tab contains chats with all people. Opens immediately when you click on the "Chats" button, if there are no chats in "Important".

Unread - a list of chats that have unread messages;

  1. Panel to quickly search for people by name, phone number, email address.

  2. Filter clients by their affiliation with sales plans. Hidden by default. To expand, click on the button, this button works as a switch

 

  1. Communication channel switching point. All communication channels that are available to this person will be shown.

  1. Active dialogues - displays chats that have active dialogues (more about dialogues).

  2. NEW You can now sort unread chats in order of when the messages were written by clicking on the button in the chat:

  1. NEW When you communicate with a person, a bot interferes with your communication and sends automatic replies; to turn it off, click on the button in the user’s chat:

 

 

 

 

 

 

 

 

 

Person information block

This block shows:

username

communication channels that are integrated in his client card and through which you can communicate with him

the name of the sales plans where the person was added

Using this block, you can quickly analyze through which communication channel it is more convenient to contact a person, what offer, depending on the sales plan, to offer to the client and how to contact the client, according to the specified name. This panel allows you to quickly and easily determine the basic set of indicators necessary for initial contact.

 

 

Filtration panel

The filtering panel allows you to sort clients by different parameters: by name, tunnel, lead generation tool, phone, etc.

The filtration panel is located at the top of the window. By default, only basic filters are visible: messenger, presence of an associated phone number, email. To expand the panel with all filters, click the More button in the upper right corner of the panel.

To filter clients, set the required filtering parameters (tag, tunnel, etc.), and click the Filter button. Also, you can use your previously “saved filters” to more conveniently find the group of subscribers you need.

 

Message panel

The message sending panel allows you to send messages to clients directly. You can send a simple text message or assemble a complex message using the constructor.



  1.  - button to open a list of variables of the chat template type.

    When you hover the cursor over the name of a variable, a tooltip with the value of the variable will appear. When you click on a variable, its contents will be copied into the message input field. For chat templates to be displayed in this list, first add them in the Variable Management.

  2.  - a button to open the message constructor, where you can collect and send a message using the available functions such as: Text, Image, Link, Video, Template, File. Sending occurs by clicking the Save message button in the constructor. If in the process of creating a message you interrupt and close the message designer, the message will be saved for this chat and you can return to it until you refresh the page. The presence of saved but not sent messages is indicated by the icon next to the client’s name;




  3.  - button to mark a message as read. Messages are not "read" automatically, so for all unread messages from a user, click on this button.


  4. Text message input field. You can enter text here to send a simple text message;

    • open the menu for inserting emoticons;

    • add a comment or another manager to the chat. More details below.

    Text message button. Sends text from field 4. In addition to clicking this button, a message can be sent by pressing the Ctrl+Enter key combination.

    Button for sending a voice message - pressing this button will start recording a voice message, which, when the button is released, will be sent to the bot to the subscriber

Добавление комментария и другого менеджера в чат

In the process of processing requests, there are often situations when a manager cannot independently resolve a client’s issue and another manager needs to be involved in the solution. For this purpose, a function was developed to add another user to the chat and the ability to leave a comment so that he understands what the difficulty is.

In order to add (tag) another user, in a chat with a client, click on the icon on the message input panel:

A window will open with fields for selecting users and entering a comment. Select the desired user from the list (several are possible) and leave a comment:

 

If you just want to leave a comment in the chat, you don't have to select a user - this is optional. It is also not necessary to leave a comment if the manager already knows why he was added to the chat.

In the chat with the client, an informational message will be displayed that is invisible to him. It indicates who the author of the message is, which users were added to the chat and the text of the comment (if it was entered):

 

If the manager who was tagged is in the system at that moment, then in the upper left corner of the platform window in the notification panel:

 

In order to go to the chat in which you were tagged, you need to click on the “chat link” button in the notification, and in order to open the full version of the notification in the upper left corner, click “full version”.

 

Who's typing now?

If you have an entire support department, then there have probably been situations where they spent time together on processing the same question and together gave the client an answer. The client was slightly annoyed and surprised at the “out of sync” between the support managers, and the managers felt slightly embarrassed and dissatisfied that they both wasted time processing the same request. To avoid such situations, the “Who is typing now” function has been added to the platform chats.

When a manager starts typing a message to a client, “You are typing...” is displayed above the chat panel:

 

When one of the other managers starts typing a message to the same client, “You, (name of another manager) are typing...” will be displayed:

Even if you are not typing at the same time, but only another manager is typing, you will still see his name above the chat panel in order to avoid potentially wasting time processing the same request.

История чата



  1. Client messages. Displayed on the left side of the chat

  2. Bot messages. Displayed on the right side of the chat. They are sent on behalf of "Bot" with the avatar Lilu -.

  3. Messages sent from a FB business page or VK group. Sent under the name "Bot" with the avatar "You" on a blue background - . Displayed on the right side of the chat.

  4. User messages - sent on behalf of the user from the platform with an avatar, which can be set in the user’s personal settings. Displayed on the right side of the chat.

Client Action Indicators

Chats have indicators of client actions, such as subscription, resubscription, ordering an offer, successful payment, failed payment of an offer, tunnel start triggered, tunnel stop triggered. They help track subscriber actions in real time. Indicators are displayed on the left side, where client messages are displayed, since these are actions from the client. They display basic information about the subscriber's actions. If this is a subscription, then at the top of the indicator the name of the tunnel to which the client subscribed, the traffic source, and the lead generation tool through which the client subscribed is displayed.

This is what the client subscription indicator looks like:

 

When the Start or Stop functions are triggered, the type of tunnel action - START or STOP, the name of the tunnel and the name of the block in which the function was triggered will be displayed.

When a “trigger” or “filter” block is triggered for a user, a system message will be displayed in the chat with the person, which will show you information about what actions were performed by the client. You can use this information to analyze the user’s actions in order to correctly offer him an offer.

 

The client does not see any action indicators. They are visible only in platform chats.

Dialogues

To improve the support process, the “dialogues” extension has been added to the platform chats. Create a dialogue in a chat with a subscriber, add other managers to it, set the type, reasons and components of the request, change the status of the dialogue and, upon completion of the dialogue, send the client a message template with a form for assessing the quality of service. The manager who processed the request can also rate the client. Both ratings are displayed in the conversation information and included in the conversation report.

List of hotkeys in the Chats section:

Shift + Enter - mark messages as read in open chat
Ctrl + Enter - send message
Ctrl + Shift + S - open a large client card
Esc - close client card
Ctrl + Shift + (up arrow or down arrow) - switch between chats one up or one down, respectively
Ctrl + Shift + A - tag a user in chat

Read all messages

Starting with update 0.50.0, it became possible to mark all unread chats. If the database is very large and a very large number of unread messages have accumulated, then you can mark all chats as “read” with one click. To do this, go to “Settings”, in the “Campaign” section select “Main information”. In the upper right corner, you need to select “Company Actions,” click on “Read all messages,” then the “Save” button, then confirm your actions.

This function does not have a reverse effect; we recommend using this functionality very carefully.

 

Edit\delete sent message

By clicking on the three dots next to the client’s message, you can select the option “edit message” or “delete message”. This function is available only for Telegram and VK.

The ability to delete messages is temporary; for telegram it is available for 2 days, for VK - 1 day. After this time, it is only possible to edit the message.

"Reply to a specific message" function

The “reply to a specific message” function allows you to visually distinguish which message the user is responding to in his messenger and allows employees working in chats to understand the client more accurately and provide answers to his questions