Email, Newsletter, SMS, & Notifications

Integrations, Tools, and Notifications
Guide to syncing newsletters, optimizing chat performance, and configuring email, push, and SMS alerts.

Follow the steps below to complete the synchronization with your newsletter service. The user is subscribed in the following cases: registration form, follow-up message, subscribe message, email shortcode.

• To get the Key, follow the docs at https://mailchimp.com/help/about-api-keys/.
• To get the List ID, follow the docs at https://mailchimp.com/help/find-audience-id/.

• To get the Key, go to https://account.brevo.com/advanced/api.
• To get the List ID, go to https://my.brevo.com/lists.

• To get the Key, go to https://app.sendgrid.com/settings/api_keys.
• To get the List ID, enter in SendGrid and click Marketing > Contacts(https://mc.sendgrid.com/contacts), then click on a list, or create a new one. The last part of the URL is the list ID. Ex. https://mc.sendgrid.com/contacts/lists/8558c1e7-3c99-4428-a68f-78df2e437f8e (the list ID is 8558c1e7-3c99-4428-a68f-78df2e437f8e).

• To get the Key, enter in Elastic Email, then click Settings from the top right profile menu. Click Create Additional API key (https://elasticemail.com/account#/settings/new/create-api), set a name and choose Plugin or Full access, or Custom and make sure the permission Contacts is set to View & Modify.
• The List ID is the list name. Important! Existing list’s or segment names must not have any spaces in them.

• To get the Key, enter in Campaign Monitor, then click Account settings from the top right profile menu. Click API keys > Generate API key.
• To get the List ID, enter in Campaign Monitor, then click List and subscribers from the top menu. Select a list and then click Settings from the left menu and copy the List API ID.

• To get the Key, enter in HubSpot, then get go to Settings > Integrations > Private apps and create a new app.
• Enter app name, then open the Scope tab and add the following scopes: crm.lists.write, crm.lists.read, crm.objects.contacts.read, crm.objects.contacts.write.
• Click Create app and copy the token. Paste the token into the Key field of CHAT.devad.io.
• To get the List ID, enter in HubSpot, then get it from Contacts > List > List details.

• To get the Key, enter in Moosend, then click Settings > API key.
• To get the List ID, enter in Moosend, then get it from Audience > Email lists.

• To get the List ID, enter in GetResponse, then get it from Lists > Your list > Settings(https://app.getresponse.com/lists). Copy the List token value.
• To get the Key visit https://app.getresponse.com/api.

• To get the Key, enter in ConvertKit, then get it from Settings > Advanced > API secret.
• To get the List ID, enter in ConvertKit, then get it from Grow > Landing Pages & Forms. Open you form and copy the numeric part of the URL. For example the ID of the form with URL https://app.convertkit.com/forms/designers/3003412/edit is 3003412.

• To get the Key, enter in ActiveCampaign, then get it from Account settings > Developer.
• To get the List ID, enter in ActiveCampaign, then get it from Left menu > Lists or Left menu > Contacts > Lists. Open your list and copy the list ID in the URL. For example the ID of the list with URL

• To get the Key, enter in MailerLite, then get it from Left menu > Integrations > MailerLite API.
• To get the List ID, enter in MailerLite, then get it from Left menu > Subscribers > Groups. View a group and copy the Group ID from the URL (e.g. ….group=18783408688903967…).

• To get the Key, visit https://app.mailjet.com/account/apikeys, or enter in Mailjet, then get it from Account settings > Account settings.
• To get the List ID, enter in MailerLite, then get it from Contacts > Contacts lists > Your list. Get the List ID by clicking the ? icon next to the lists’s email, e.g. 1202546.

• To get the Key, enter the Sendy settings area and copy the API KEY.
• To get the List ID, enter your brand, then click View all lists and copy the list ID. The list ID setting must also include your Sendy full URL. Enter the URL plus the list ID spearated by the char |, e.g. https://example.com|TDf6o892Mx11VXGC51ui567u.

• To get the Key, enter in SendFox, then get it from Settings > API > Personal Access Tokens.
• To get the List ID, enter in SendFox, then get it from Audience > Lists. Open a list and copy the ID from the URL (e.g. the List ID of the URL https://sendfox.com/dashboard/lists/489151/contacts is 489151).

• Log in to AWS as the root user from https://aws.amazon.com/.
• Enter the IAM dashboard and click Left menu > Access management > Users.
• Click Add new user, enter the username and continue.
• Select Add user to group and on the User groups section below click Create group. In Permissions policies search for AmazonS3FullAccess and select it. Click Create user group.
• Assign the new group to the user you are creating and continue, then click Create user.
• Select the newly created user and open the Security credentials tab.
• In the Access keys area, click Create access key and select Application running outside AWS. Continue until you get the keys and save them in CHAT.devad.io > Settings > Miscellaneous > Amazon S3.
• Visit the Amazon S3 dashboard and click Create bucket.
• Set the bucket name and region you want. Save the region and name in CHAT.devad.io > Settings > Miscellaneous > Amazon S3. Check ACLs enabled and Bucket owner preferred. Uncheck Block all public access and all related checkboxes.
• Click Create bucket.
• This feature is technical and optional. Support does not cover any help related to this feature.
• Be aware that it may take up to 24 hours for a newly created bucket to become active. If you have recently created an S3 bucket and it is not working, wait for 24 hours and try again.

Saved replies, also known as canned messages, refer to a collection of pre-written messages that agents can quickly access and employ in the chat editor. Manage them from Settings > Admin > Saved replies.

• Saved replies can be printed by typing # followed by the saved reply name, plus a space.
• The saved replies pop-up can be opened by typing ##.
• Use n to do a line break.
• If you are using the Dialogflow chatbot, the saved replies panel search will include results from Dialogflow Intents.
• You have the option to add all Dialogflow Intents to the saved replies list by using the option at Settings > Artificial Intelligence > Google > Add Intents to saved replies.

Activate Pusher from Settings > Miscellaneous > Pusher to use the WebSockets instead of HTTP AJAX requests for the chat functionalities. WebSockets drastically improve the chat performance by removing the need for repeated AJAX requests to your server for checking for new messages and conversations. WebSockets also improve responsivness of the chat: faster messages delivery, more accurate online and typing status, more accurate online users list and more. If you are using the cloud version, this setting is automatically activated.

• Go to https://dashboard.pusher.com/accounts/sign_up and create a new account.
• From your dashboard at https://dashboard.pusher.com, choose the Channels product by clicking Get started.
• Enter the name of your app and choose the cluster closest to your location.
• From the left menu of the dashboard click App Settings and enable client events.
• From the left menu of the dashboard click Keys, copy App ID, Key, Secret, Cluster.
• Go to Settings > Miscellaneous > Pusher, and paste app ID, key, secret, cluster.
• You’re done.

• Pusher is free to use for up to 200k messages and 100 concurrent connections per day. Messages are used for the following functions and more: user registration, online user status, chat messages, and chatbot messages. Pusher channels count calculation is explained here.
• When Pusher is active the following AJAX requests are replaced by WebSockets: checking for new messages, checking for new conversations, online/offline status, typing status, online users list.
• When Pusher is active the last activity value of users and agents is updated only on page load or when they send new messages.
• When Pusher is active the option Settings > Users > Register all visitors is automatically activated and it can not be disabled.
• If your server becomes overloaded, crashes, experiences excessive RAM usage, high CPU usage, or in general, slows down or has performance issues, activate Pusher.

Direct messages allow you to send а single chat message, email, or text message, to a single user or several users. Read the information below to understand how it works.

• To send a message go to the Users area and click the direct message icon. Direct message buttons are also available in the profile box of the user.
• To send a message to all users, enter All in the User IDs field.
• To send a message to a group of users, enter their IDs in the User IDs field. You can check the users and then click the direct message icon to enter the IDs automatically.
• All message types support merge fields.
• All message types support automatic translation.

• The chat message is sent to the active conversation, if any, otherwise to a new conversation.
• If the Settings > Notifications > User email notifications option is active, all users with an email are notified via email.
• If the Settings > Notifications > Text message notifications > Active for users option is active, all users with a phone number are notified via text message.
• If the Settings > Notifications > Push notifications option is active, a push notification is sent to all users.
• The message is also sent to messaging apps such as WhatsApp and Messenger if the user is connected to them.
• To send a message to all users of a single messaging app enter one of the following strings: whatsapp, messenger, instagram, telegram, twitter, zalo, wechat, viber, line. Enter tickets to send a message only to the users who created a CHAT.devad.io ticket via the Tickets app.

• Email header and email signature are automatically included in all emails, set them from Settings > Notifications.
• The HTML language is supported.
• The subject supports merge fields.

• To enable direct text messages you must enable the SMS in Settings > Notifications > Text message notifications.

To understand how notifications work and when they are sent read the information below. If you think notifications are not working, most probably you’re just testing them in the wrong way, please read the information below before asking for support.

Both agents and users can receive an email notification when a new message is received.

• When a user sends their first message, if the conversation is assigned to a department, an email is sent only to the agents assigned to that department, if the conversation is assigned to a specific agent, an email is sent only to that agent, otherwise an email is sent to all agents who are not online at the moment. Subsequent emails are sent only to the last agent in the conversation.
• Email notifications are sent only if the last agent in the conversation is offline.
• If you’re using the Artificial Intelligence app, and the human takeover feature is activated, no emails are sent if the chatbot knows the answer.
• To prevent admins from receiving email notifications check Settings > Notifications > Do not send email notifications to admins.

• When an agent sends a message to a user, an email is sent to the user only if the user is offline.
• Only 1 email is sent. Subsequent messages will not trigger a new email alert.

To manage the emails and create the contents go to Settings > Notifications. You can use text and HTML. New lines are automatically converted to <br />. You can use the following merge fields in the email. Merge fields are automatically replaced with the updated information.

• When an agent click the notification the admin area is open and the right conversation is selected. If the admin area is already open the notification will not open a new tab.
• When a user sends their first message, a Push notification is sent to all validated agents; subsequent notifications are sent only to the last agent in the conversation.
• If you’re using the Artificial Intelligence app, and the human takeover feature is activated, no notifications are sent if the chatbot knows the answer.
• If you’re using the WordPress version, Push notifications are not supported in the WordPress admin area, you need to access the CHAT.devad.io admin area directly, more details here.
• If the Routing setting is active, only the agent assigned to the conversation receive the notification, admins see all conversations but don’t receive notifications.
• If queue or routing settings are active, only the agent assigned to the conversation receive the notification. Notifications are not sent for messages sent by the user while waiting in queue. Admins see all conversations but don’t receive notifications.
• If a user conversation is assigned to a department, only the agents assigned to that department receive the notification.
• If a user conversation is not assigned to any department, only agents with no assigned department receive the notification.
• Notifications are sent only if the last agent in the conversation is offline.
• If human takeover is active, no notifications are sent if the chatbot knows the answer.
• If Push notifications are not working, make sure you allowed the notifications, in Chrome you can check this from Privacy and Security > Site settings > Notifications. If they don’t work on a mobile device, try these steps too: install the PWA or delete it and install it again, restart the mobile device.
• If you are using Chrome, to enable Push notifications also when the tab is closed you must enable the Continue running background apps when Google Chrome is closed option from Chrome > Setting > System (chrome://settings/system).
• If Push notifications are not working, make sure that the conversation is not assigned to a specific agent or a wrong agent ID. Click here for more details.
• If Push notifications are not working, and you are using Windows, ensure that the notification feature is not being blocked by Windows. To do this, click on the Start button and search for Notifications. Then, open the Turn app notifications on or off option and verify that your browser is not being blocked.
• If Push notifications are not working, ensure that the CHAT.devad.io admin area is not visible and open. If the admin area is open, please minimize it or open another window or browser tab.
• If Push notifications are not working, your system might be blocking them. If you are using Windows 10+ check this link. If you are on Mac check this link. For all devices also check this link.

• Desktop notifications are not sent if the user is viewing a page with include the chat (the user browser is open and visible, and the active page contains the chat).
• Desktop notifications are not supported on iPhone and iOS devices.
• Desktop notifications work only for secure URLs that use HTTPS (not HTTP). Your CHAT.devad.io admin URL must use HTTPS.
• When Push notifications are active, they replace desktop notifications.
• If desktop notifications aren’t working, try the solutions in the Push notifications section.

Both agents and users can be notified via text message when a new message comes in. Text message notifications are provided by Twilio. Twilio is a paid service, but it is cheap, and you can use the trial version to test text message notifications for free. Text messages sent to your Twilio phone number can also be received in CHAT.devad.io. This allows you to chat with users via SMS in a true two-way messaging experience. More details below.

• Go to https://www.twilio.com and create a new account.
• Verify your phone number.
• Complete the form and choose SMS.
• Once into the dashboard, click Get a Trial Number, then Choose this number.
• Enter the CHAT.devad.io admin area, go to Settings > Notifications > Text message notifications, and paste account SID, auth token, trial number (or a purchased phone number). Find all details in the Twilio dashboard.
• If you’re using the trial version, you can send notifications only to verified numbers. Enter the Twilio dashboard and click the left button # (Phone Numbers), then click Verified Caller IDs and add your phone number.
• To start using the service live and to receive text messages in CHAT.devad.io you need to purchase a phone number. After the purchase go to Phone numbers > Manage > Active numbers, click your number, and enter the URL of CHAT.devad.io, get it from CHAT.devad.io > Settings > Notifications > Text message notifications > Get configuration URL.
• You’re done.

• Ensure that your agents and admins are assigned a phone number so that agent text messages can be sent to the appropriate numbers.
• All phone numbers must have the country code starting with the symbol + (eg. +15558675310).
• You can get the user’s phone number via registration form, follow-up message, or via [email] shortcode. You can manually enter the user phone from the admin area or via API.
• When a user sends their first message, if the conversation is assigned to a department, a test message is sent only to the agents assigned to that department, if the conversation is assigned to a specific agent, a text message is sent only to that agent, otherwise an text message is sent an email is sent to all agents who are not online at the moment. Subsequent text messages are sent only to the last agent in the conversation.
• Text message notifications are sent only if the last agent in the conversation is offline.
• If you’re using the Artificial Intelligence app, and human takeover is active, no text messages are sent if the chatbot knows the answer.
• To use the Sender ID feature enter the sender name in the Sender number field.

• When Settings > Notifications > Sounds are enabled, a sound will play whenever a new message or conversation is received.
• Audio will only play when the user or agent engages with the document by clicking somewhere in the admin area or on the page displaying the chat widget. This is because of a security feature of the browsers.
• If the sound is set to repeat, it will loop as long as the admin area or the chat widget page is not open or minimized. If the the admin area or the chat widget page is open and visible, you will not hear the sound.