\n
Workflow Logic<\/strong>! Agents assigned to a specific department can only access conversations, users, and agents within that department. Unassigned agents see everything.<\/p>\n<\/div><\/div><\/div>\n\n\n\nHow to Assign a Department<\/h3>\n\n\n\n Departments can be assigned to a conversation automatically or manually via:<\/p>\n\n\n\n
\nQ&A Set Data:<\/strong> Configure your chatbot to assign departments based on user answers.<\/li>\n\n\n\nFlow Actions:<\/strong> Use the flow builder to trigger assignment.<\/li>\n\n\n\nCode:<\/strong> Use the JavaScript variable var SB_DEFAULT_DEPARTMENT = ID;<\/code> on specific pages.<\/li>\n\n\n\nDashboard Selection:<\/strong> Force the user to choose from a list before chatting.<\/li>\n<\/ul>\n\n\n\nSmart Queue & Routing<\/h2>\n\n\n\n When enabled, the system automatically distributes user conversations among available (online) agents proportionately. Admins are excluded from automatic assignment.<\/p>\n\n\n\n
Queue Mode<\/div><\/button>
Routing Mode<\/div><\/button><\/div>
\n
\n
Activated when an agent’s chat limit is reached. Users receive a message indicating their position and estimated wait time (Position \u00d7 Response Time). If a user leaves the queue for more than 1 minute, they lose their spot. Note:<\/strong> Conversations from apps like WhatsApp ignore agent limits and are assigned immediately.<\/p>\n<\/div><\/div>\n\n\n\n\n\n
Assigns conversations immediately to online agents. If “Disable online status check” is active, offline agents also receive assignments. Agents can manually route conversations using the Agents Menu<\/strong> in the right panel. Unassigned conversations remain visible to admins until an agent comes online.<\/p>\n\n<\/div><\/div>\n\n\n\n<\/div><\/div>\n<\/div><\/div><\/div><\/div>\n\n\n\n
Email Piping Integration<\/h2>\n\n\n\n Email piping allows you to sync email addresses so messages sent to your support email appear directly in the chat dashboard. Agents can reply from the dashboard, and users receive the reply via email.<\/p>\n\n\n\n
<\/path> <\/path> <\/path> <\/g> <\/g> <\/svg><\/div>\n
Requirement<\/strong>: The server must have the php5-imap<\/code> module installed. For Gmail\/Google Workspace, you must use an App Password<\/strong> and allow less secure apps if using a custom domain.<\/p>\n<\/div><\/div><\/div>\n\n\n\n\nDelimiter:<\/strong> Use the delimiter option (### Please type your reply above this line ###<\/code>) to cut out quoted replies and prevent duplicate message content.<\/li>\n\n\n\nAttachments:<\/strong> Full support for email attachments.<\/li>\n\n\n\nReply-To:<\/strong> If the email contains a reply-to attribute, it serves as the primary user address.<\/li>\n<\/ul>\n\n\n\nSystem Optimization: Pusher & Cron<\/h2>\n\n\n\nCron Jobs<\/h3>\n\n\n\n Cron jobs process emails and other scheduled tasks. While the cloud version runs this automatically every 60 minutes, you can trigger it manually every minute for faster email processing.<\/p>\n\n\n\n
*\/59 * * * * wget \/include\/api.php?piping=true<\/code><\/pre>\n\n\n\nPusher (WebSockets)<\/h3>\n\n\n\n Activate Pusher to replace HTTP AJAX requests with WebSockets. This drastically improves performance, server load, and real-time responsiveness (typing status, online status, message delivery).<\/p>\n\n\n\n
Direct Messages & Automations<\/h2>\n\n\n\n Direct Messages:<\/strong> Send single messages via Chat, Email, SMS, or WhatsApp to individual or all users. Automations:<\/strong> Run multilingual automatic tasks when specific conditions are met (e.g., “User visits pricing page” -> “Send discount code”).<\/p>\n\n\n\n\nConditions:<\/strong> Set criteria like city, country (English name), language, or custom variables.<\/li>\n\n\n\nRestrictions:<\/strong> Automations run once per user. They are not compatible with external messaging apps (WhatsApp, Messenger).<\/li>\n<\/ul>\n\n\n\nNewsletter Integrations<\/h2>\n\n\n\n Synchronize user emails collected via registration forms or follow-ups with your preferred marketing platform.<\/p>\n\n\n\n
\n
Mailchimp<\/div>
<\/span><\/span><\/span><\/div>\n
Get the Key<\/strong> from your Mailchimp account API settings. Get the List ID<\/strong> (Audience ID) from the audience settings.<\/p>\n<\/div><\/div><\/div>\n\n\n\nSendGrid<\/div>
<\/span><\/span><\/span><\/div>\n
Get the Key<\/strong> from Settings > API Keys. The List ID<\/strong> is found at the end of the URL when viewing a specific list (e.g., ...\/lists\/8558c1e7...<\/strong><\/code>).<\/p>\n<\/div><\/div><\/div>\n\n\n\nBrevo (Sendinblue)<\/div>
<\/span><\/span><\/span><\/div>\n
Find the Key<\/strong> in Account > SMTP & API > API Keys. The List ID<\/strong> is the ID number listed next to your list names.<\/p>\n<\/div><\/div><\/div>\n\n\n\nElastic Email<\/div>
<\/span><\/span><\/span><\/div>\n
Create an API Key with “Contacts” permission set to View & Modify. The List ID<\/strong> is simply the list name<\/strong>. Ensure the name has no spaces.<\/p>\n<\/div><\/div><\/div>\n\n\n\nHubSpot<\/div>
<\/span><\/span><\/span><\/div>\n
Create a Private App with crm.lists<\/code> and crm.objects.contacts<\/code> read\/write scopes to get the Token. The List ID<\/strong> is in the list details.<\/p>\n<\/div><\/div><\/div>\n<\/div>\n\n\n\nAmazon S3 Attachment Storage<\/h2>\n\n\n\n\n
Configuration Steps<\/h2>\n\n\n\n1<\/span><\/div><\/div>Create IAM User<\/span><\/h2><\/div>\n\n\n\nLog in to AWS Console. Go to IAM > Users > Add new user. Create a user and assign it to a group with AmazonS3FullAccess<\/code> permission policy.<\/p>\n\n\n\n2<\/span><\/div><\/div>Generate Keys<\/span><\/h2><\/div>\n\n\n\nGo to the user’s “Security credentials” tab. Create an access key (select “Application running outside AWS”). Copy the Access Key and Secret Key into the chat settings under Miscellaneous > Amazon S3<\/em>.<\/p>\n\n\n\n3<\/span><\/div><\/div>Create Bucket<\/span><\/h2><\/div>\n\n\n\nCreate a new S3 bucket. Important:<\/strong> Uncheck “Block all public access” and check “ACLs enabled” with “Bucket owner preferred”. Enter the bucket name and region into the chat settings.<\/p>\n<\/div>\n\n\n\nSaved Replies (Canned Responses)<\/h2>\n\n\n\n Speed up agent workflow with pre-written messages. Manage them at Settings > Admin > Saved replies<\/em>. Agents can quickly insert them by typing #<\/code> followed by the reply name, or ##<\/code> to open the full list.<\/p>\n\n\n\nTickets Management System<\/h2>\n\n\n\n The Tickets App provides a structured alternative to the real-time chat widget. It allows users to create conversations, track status, and send messages through a dedicated user interface, functioning similarly to a traditional support desk portal. This is ideal for managing inquiries that do not require immediate, real-time responses.<\/p>\n\n\n\n
Installation & Activation<\/h2>\n\n\n\n To enable this functionality, navigate to Settings > Apps<\/strong> in your dashboard. Select Tickets<\/strong> from the list and enter your license key to install and activate the module. If you are operating on the Cloud Version<\/strong>, simply click the Active<\/strong> button to enable the feature immediately.<\/p>\n\n\n\nDisplaying the Tickets Interface<\/h2>\n\n\n\n Depending on your installation type (WordPress, PHP, or Cloud), there are specific methods to render the tickets area on your website. Choose your platform below for instructions.<\/p>\n\n\n\n
WordPress<\/div><\/button>
Cloud Version<\/div><\/button><\/div>
\n
\n
For WordPress sites, displaying the tickets area is incredibly simple. Just insert the following shortcode into any Page, Post, or Custom Post Type where you want the interface to appear:<\/p>\n\n\n\n
[sb-tickets]<\/code><\/pre>\n<\/div><\/div>\n\n\n\n\n\n
Modify your existing chat embed code by adding the &mode=tickets<\/code> attribute to the script URL.<\/p>\n\n\r\n\n<script id=\"chat-init\" src=\"https:\/\/chat.devad.io\/account\/js\/init.js?id=YOUR_ID&mode=tickets\"><\/script><\/code><\/pre>\n\n\r\n\nAlternatively, you can force the tickets view on specific pages by inserting this Javascript snippet before the chat loads:<\/p>\n\n\r\n\n
<script>SB_TICKETS = true;<\/script><\/code><\/pre>\n\n\r\n<\/div><\/div>\n<\/div><\/div><\/div><\/div>\n\n\n\n <\/path> <\/path> <\/path> <\/g> <\/g> <\/svg><\/div>\n
Configuration Notice<\/strong>! You cannot run the standard Chat script and the Tickets script on the same page simultaneously unless you use the global variable method SB_TICKETS = true;<\/code> to override the view.<\/p>\n<\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"Department Settings & Configuration Organizing your support team into departments ensures that user inquiries are handled by the right experts. You can configure department behavior…<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_gspb_post_css":".gs-box{padding:20px;border-left:5px solid transparent;margin-bottom:25px}.gs-box-text > p{margin-bottom: 20px;margin-top:0}.gs-box-text > p:last-of-type{margin-bottom:0}.gs-box.notice_type{color:#856404;background-color:#fff3cd;border-color:#ffeeba}.gs-box.notice_type svg{fill:#f7a000}.gs-box.icon_type{display:flex}.gs-box.icon_type .gs-box-icon{width:28px;min-width:28px}.gs-box.icon_type .gs-box-text{flex-grow:1;margin:0 15px} #gspb_accordion-id-gsbp-newsletter .gs-accordion-item.gsclose > .gs-accordion-item__content{overflow: hidden;opacity: 0;} #gspb_accordion-id-gsbp-newsletter .gs-accordion-item.gsopen > .gs-accordion-item__content{opacity: 1;max-height:5000px} #gspb_accordion-id-gsbp-newsletter .gs-accordion-item > .gs-accordion-item__title > .gs-accordion-item__heading{outline:0;text-decoration:none;margin:0 !important;padding:0!important;flex-grow:1} #gspb_accordion-id-gsbp-newsletter .gs-accordion-item > .gs-accordion-item__title{z-index:1;margin:0;cursor:pointer;transition:all .3s ease-in-out; 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