Chat & Conversations

Conversations have a total of four different statuses: mark as read, archive, delete and restore. You can manage the status of a conversation by opening it in the conversations area and then clicking any of the corresponding icon buttons in the top right of the conversation window.

You can for conversations by department ID, assigned agent ID, conversation title, conversation ID, message text, message attachments name, user first name, user last name, user email. If you search for a specific message text, the conversation containing that message will be shown at the correct position and the message will be highlighted.

• When you empty the trash, all the conversations in the trash are permanently deleted.
• When a user sends a new message to an archived or trashed conversation, the conversation is automatically restored and will now be visible in the Inbox area.
• Trashed conversations are deleted automatically after 30 days.
• When a user is deleted, all the conversations and messages are permanently deleted too.
• An agent can delete their messages by opening the message menu and clicking Delete. The message menu becomes visible when you hover the mouse cursor over the message.
• The left conversations list use auto-pagination, which is limited to 100 results per scroll.

You can reply to a message by opening the message’s menu and, and clicking Reply to. The reply to feature is supported only on the following messaging services: WhatsApp, Telegram, Facebook Messenger.

The text editor of the admin area and automated messages(example: welcome and subscribe messages) can be used to create stylized messages:

• Links formatting — All text links are automatically converted to clickable hyperlinks. To set the link name, append the following string to the URL: #sb-example. Replace example with your desired link name and white spaces with —.
• Text formatting — The editor also supports text formatting syntax:
  • To make text bold, surround it with *: *your text*.
  • To make text italic, surround it with __: __your text__.
  • To make text strikethrough, surround it with ~: ~your text~.
  • To insert a single-line code comment, surround it with`: `your text`.
  • To insert a code block, surround it with “`: “`your text“`.

Merge fields are strings replaced by external values when used. Merge fields can be used in any message or automated message, including chatbot messages.

Rich messages are special messages with interactive features like buttons, dropdowns, or inputs. They allow an agent to request information from the user via a user input form or to diplay interactive contents. Rich messages can be inserted into a chat message using shortcodes. Shortcodes accept various parameters like title and description. The available rich messages are listed below.

If your text includes the characters ,, :, or “, you must prepend the character to them. For example: ,, :, “.

All of the rich messages support the following parameters:

You have to create a Dialogflow chatbot, then simply enter the rich message shortcode into the text response of the Intent.

When a user completes a rich message, the response data is saved in JSON format in the database under table sb_messages and column payload. Example:

To translate a rich message string, the original rich message text must be in english, add the exact english text and its translations in Setting > Translations > Front End.

To display a rich message, such as a list of buttons, when a user initiates a chat for the first time, insert the rich message shortcode into the welcome message.

You can create custom rich messages with your own custom content by going to Settings > Miscellaneous. Currently, custom rich messages are static and there are no interactive options available as there are with shortcodes. However, you can insert custom HTML codes.

When creating a custom rich message, you can use the following codes:

The built-in messages are pre-programmed messages sent automatically by CHAT.devad.io. You can find them by going to Settings > Messages.

Send a message to new users when they visit the website for the first time.

• Text formatting is supported.
• Merge fields are supported.
• Rich messages are supported.
• The welcome message is not sent to slack.
• Conversations containing only the welcome message (and no response) are automatically archived.

If no agents respond within the specified time interval, a message will be sent to request the user’s details, such as their email.

• Text formatting is supported.
• Merge fields are supported.
• You can send a confirmation email to the user by filling in the Follow-up Email fields.
• If the delay is not set, a dynamic time interval is utilized and it is determined as follows: If Settings > Miscellaneous > Office hours is configured, and the current time falls within the defined office hours, or if at least one agent is online, then the delay will be set to 15 seconds. In all other cases, the delay will be set to 5 seconds.
• Follow-up messages are sent a maximum of once every 24 hours.
• If the user provides an email address and the newsletter feature is enabled, the email address will be subscribed.
• The follow-up message is sent only to users without email address.
• If the chatbot’s human takeover feature is activated, the follow-up message is only sent during human takeover.

Display the feedback form to rate the conversation when it is archived.

• The rating message is compatible with the messaging channels. The rating buttons are not displayed on messaging channels. However, if Artificial Intelligence and OpenAI are set up, the user’s reply will be analyzed to extract the rating.
• The rating is visible in the right panel of the conversations area, in the agent ratings report of the reports area, and in the agent profile.
• Enable the rating email reminder by setting the delay (in hours) in the Email reminder delay option. The email remind the user to provide a feedback and it is sent only if the user hasn’t rated the conversation after the set delay. For this feature to work, you must also set the Redirect URL — enter any URL that includes the chat widget (e.g., your website URL). Once the user clicks the Helpful or Not helpful link in the email, they will be redirected to the specified Redirect URL, and the rating will be saved automatically. The chat will open showing the rating panel, allowing the user to provide additional feedback.
• The emails are sent through the cron jobs.

Notify the user when their message is sent outside of the scheduled office hours or all agents are offline.

• Text formatting is supported.
• Merge fields are supported.
• To learn more about the office hours option, please click here.
• The offline message is sent to the same user maximum 1 time per hour.
• By default, the offline message is also sent if all agents are offline, even during office hours. To prevent this, enable the Disable agents check option.
• If the chatbot’s human takeover feature is activated, the offline message is only sent during human takeover.
• If you or any other agent is online using Slack, they will be considered as online agents also by CHAT.devad.io.

Present a privacy message accompanied by Accept and Decline buttons. The user’s approval by clicking on the Accept button is required to start using the chat. This feature ensures privacy policy enforcement and GDPR compliance.

• The privacy message is not shown if the Settings > Users > Require registration option is enabled.
• The privacy message is also sent to messaging channels like WhatsApp, but the user does not have the option to approve or decline the privacy policy. The messaging functionalities are not blocked either. The message is sent after the user initiates the conversation by sending their first message.

Show a pop-up notification to all users.

• The popup message is always shown until the user manually closes it; then it stays closed.

Here, you can access information regarding the uploading of files and the message’s attachments.

• The following image formats are displayed automatically:.jpg, .jpeg, .png.
• For instructions on sending attachments with a chatbot, click here.
• You can also upload files to AWS S3.

Here, you can access information regarding a variety of features associated with conversations.

Tags enable more efficient organization and grouping of conversations. Please refer to the information below for further details.

• You can manage the tags from Settings > Admin > Tags.
• Tags can be assigned to conversations through different methods: via the admin area by navigating to Settings > Automations > More, through Dialogflow actions, and by inserting the JS variable SB_DEFAULT_TAGS into a page showing the chat or into a web page displaying the chat or the tickets panel.
• To locate conversations with specific tags, simply enter the tag names into the search bar located at the top-left corner of the admin conversations area, or you can select the desired tag from the dedicated filters menu on top-left. The tags filter is visible only if at least one tag is assigned to a conversation.
• Check the Starred tag option to display the starred tag icon in the conversations area. This allows you to select conversations assigned to the first tag with one click. The first tag on top is always the starred tag.
• You can disable the tags from Settings > Admin > Disable features > Tags.

Notes allow agents and admins to add comments to conversations.

• Notes are only visible to agents and admins.
• If you are usign OpenAI, we suggest enabling the note data scraping option.
• Manage the note settings from Settings > Admin > Notes settings.
• You can disable the tags from Settings > Admin > Disable features > Notes.
• Activate advanced AI-powered features by using the Artificial Intelligence app. Learn more here.

The full conversation can be sent to the user by the agent or admin as a transcript file.

• Agents and admins can send conversation transcripts to users by clicking the Transcript button in the top-right corner of the admin’s conversation window.
• Agents and admins can automatically send the transcript to the user when the conversation is archived by using the close message available at Settings > Messages & Forms > Close message.
• The transcript can be sent to the user only if the user has an email address.
• If the conversation has been translated, the transcript will also include the translated messages.

• The date and time format is automatically detected based on the browser’s language settings.