{"id":2188,"date":"2026-01-15T00:00:53","date_gmt":"2026-01-15T00:00:53","guid":{"rendered":"https:\/\/devad.io\/guides\/?p=2188"},"modified":"2026-01-28T18:21:45","modified_gmt":"2026-01-28T18:21:45","slug":"chat-conversations","status":"publish","type":"post","link":"https:\/\/devad.io\/guides\/chat-devad-io-docs\/chat-conversations\/","title":{"rendered":"Chat &amp; Conversations"},"content":{"rendered":"\n<div class=\"gspb_heading_sep_gsbp-b9e37c6\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-b9e37c6\" class=\"gspb_heading gspb_heading-id-gsbp-b9e37c6 \">Manage conversations<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Conversations have a total of four different statuses: <b>mark as read<\/b>,\n                                <b>archive<\/b>, <b>delete<\/b> and <b>restore<\/b>.\n                                You can manage the status of a conversation by opening it in the conversations area and\n                                then clicking any of\n                                the corresponding icon buttons in the top right of the conversation window.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-2e4cb97\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h3 id=\"gspb_heading-id-gsbp-2e4cb97\" class=\"gspb_heading gspb_heading-id-gsbp-2e4cb97 \">Search for conversations<\/h3><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>You can for conversations by department ID, assigned agent ID, conversation title,\n                                conversation ID, message text, message attachments name, user first name, user last\n                                name, user email.\n                                If you search for a specific message text, the conversation containing that message will\n                                be shown at the correct position and the message will be highlighted.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-2dda863\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h3 id=\"gspb_heading-id-gsbp-2dda863\" class=\"gspb_heading gspb_heading-id-gsbp-2dda863 \">Information<\/h3><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li> When you empty the <b>trash<\/b>, all the conversations in the trash are permanently deleted. <\/li>\n\n\n\n<li> 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 <b>Inbox area<\/b>. <\/li>\n\n\n\n<li> Trashed conversations are deleted automatically after 30 days. <\/li>\n\n\n\n<li> When a user is deleted, all the conversations and messages are permanently deleted too. <\/li>\n\n\n\n<li> An agent can delete their messages by opening the message menu and clicking <b>Delete<\/b>. The message menu becomes visible when you hover the mouse cursor over the message. <\/li>\n\n\n\n<li> The left conversations list use auto-pagination, which is limited to 100 results per scroll. <\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-d023a0a\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h3 id=\"gspb_heading-id-gsbp-d023a0a\" class=\"gspb_heading gspb_heading-id-gsbp-d023a0a \">Reply to a message<\/h3><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>You can reply to a message by opening the message&#8217;s menu and, and clicking <b>Reply\n                                    to<\/b>.\n                                The reply to feature is supported only on the following messaging services:\n                                <b>WhatsApp<\/b>, <b>Telegram<\/b>, <b>Facebook Messenger<\/b>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div id=\"text-editor\" style=\"position:relative;top:-100px;visibility:hidden;\"><\/div>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-78b9008\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h3 id=\"gspb_heading-id-gsbp-78b9008\" class=\"gspb_heading gspb_heading-id-gsbp-78b9008 \">Text editor and automated messages features<\/h3><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>The text editor of the admin area and automated messages(example: welcome and subscribe\n                                messages) can be used to create stylized messages:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> <label>Links formatting<\/label> \u2014 All text links are automatically converted to clickable hyperlinks. To set the link name, append the following string to the URL: <b>#sb-example<\/b>. Replace <b>example<\/b> with your desired link name and white spaces with <b>&#8212;<\/b>. <\/li>\n\n\n\n<li><label>Text formatting<\/label> \u2014 The editor also supports text formatting syntax:\n<ul class=\"wp-block-list\">\n<li> To make text <strong>bold<\/strong>, surround it with <b>*<\/b>: *your text*. <\/li>\n\n\n\n<li> To make text <em>italic<\/em>, surround it with <b>__<\/b>: __your text__. <\/li>\n\n\n\n<li> To make text <del>strikethrough<\/del>, surround it with <b>~<\/b>: ~your text~. <\/li>\n\n\n\n<li> To insert a <b>single-line code<\/b> comment, surround it with<b>`<\/b>: `your text`. <\/li>\n\n\n\n<li> To insert a <code>code block<\/code>, surround it with <b>&#8220;`<\/b>: &#8220;`your text&#8220;`. <\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-f583125\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h3 id=\"gspb_heading-id-gsbp-f583125\" class=\"gspb_heading gspb_heading-id-gsbp-f583125 \">Merge fields<\/h3><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Merge fields are strings replaced by external values when used. Merge fields can be used\n                                in any message or automated message, including chatbot messages.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-fixed-layout\"><thead><tr><th>Code<\/th><th>Description<\/th><\/tr><\/thead><tbody><tr><td><\/td><td>Full name of the active user.<\/td><\/tr><tr><td><\/td><td>Email of the active user.<\/td><\/tr><tr><td><\/td><td>Full name of the active agent.<\/td><\/tr><tr><td><\/td><td>Email of the active agent.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div id=\"rich-messages\" style=\"position:relative;top:-100px;visibility:hidden;\"><\/div>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-37c0f55\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h3 id=\"gspb_heading-id-gsbp-37c0f55\" class=\"gspb_heading gspb_heading-id-gsbp-37c0f55 \">Rich messages<\/h3><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Rich messages are special messages with interactive features like buttons, dropdowns, or\n                                inputs.\n                                They allow an agent to request information from the user via a user input form or to\n                                diplay interactive contents.\n                                Rich messages can be inserted into a chat message using shortcodes. Shortcodes accept\n                                various parameters like title and description.\n                                The available rich messages are listed below.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-6e29d1b\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"gspb_heading-id-gsbp-6e29d1b\" class=\"gspb_heading gspb_heading-id-gsbp-6e29d1b \">How it works<\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-3132764\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h3 id=\"gspb_heading-id-gsbp-3132764\" class=\"gspb_heading gspb_heading-id-gsbp-3132764 \">Rich Message<\/h3><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-fixed-layout\"><thead><tr><th>Name<\/th><th>Shortcode<\/th><th>Description<\/th><\/tr><\/thead><tbody><tr><td>Card<\/td><td><\/td><td>Call-to-action card with an image, title, description, link, and more.<\/td><\/tr><tr><td>Slider<\/td><td><\/td><td>Slider of call-to-action cards with an image, title, description, link, and\n                                            more. You can add up to 10 slides.<\/td><\/tr><tr><td>Slider images<\/td><td><\/td><td>Slider of images.<\/td><\/tr><tr><td>Chips<\/td><td><\/td><td>List of buttons.<\/td><\/tr><tr><td>Buttons<\/td><td><\/td><td>List of buttons.<\/td><\/tr><tr><td>Select<\/td><td><\/td><td>Dropdown list of options.<\/td><\/tr><tr><td>Inputs<\/td><td><\/td><td>List of text inputs.<\/td><\/tr><tr><td>Email<\/td><td><\/td><td>\n                                            Form to collect the user&#8217;s email and phone number.\n                                            All attributes are optional. Follow up settings used as default values.\n                                            Add the attribute <b>required-messaging-apps=&#8221;true&#8221;<\/b> to force users to\n                                            provide their email and phone on messaging apps.\n                                            <a href=\"#merge-fields\" class=\"scroll-to\">Merge fields<\/a> are supported.\n                                        <\/td><\/tr><tr><td>Timetable<\/td><td><\/td><td>Timetable.<\/td><\/tr><tr><td>Articles<\/td><td><\/td><td>Articles with search area. The <b>link<\/b> attribute is used as fallback\n                                            message for Facebook Messenger, WhatsApp, Telegram messages.<\/td><\/tr><tr><td>List<\/td><td><\/td><td>Text list. Prefix an item with the <b>&#8211;<\/b> char to make it an inner item.\n                                        <\/td><\/tr><tr><td>List double<\/td><td><\/td><td>Text list with titles.<\/td><\/tr><tr><td>List image<\/td><td><\/td><td>Text list with titles and images.<\/td><\/tr><tr><td>Table<\/td><td><\/td><td>Table.<\/td><\/tr><tr><td>Button<\/td><td><\/td><td>\n                                            Display a link or open an article.\n                                            The attribute <b>target=&#8221;_blank&#8221;<\/b> is optional and open the link in a new\n                                            window.\n                                            The attribute <b>style=&#8221;link&#8221;<\/b> is optional and change the button design.\n                                            To open an article on click the link value must be <b>#article-ID<\/b>,\n                                            replace ID with the article ID.\n                                        <\/td><\/tr><tr><td>Video<\/td><td><\/td><td>\n                                            Display a YouTube or Vimeo video. The value of the attribute <b>type<\/b> can\n                                            be <b>youtube<\/b> or <b>vimeo<\/b>.\n                                            The attribute <b>id<\/b> is the ID of the video, get it from the URL.\n                                            The attribute <b>height<\/b> is optional and sets the video height in px.\n                                        <\/td><\/tr><tr><td>Image<\/td><td><\/td><td>Image.<\/td><\/tr><tr><td>Share<\/td><td><\/td><td>Social share buttons.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-97e1d2e\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"gspb_heading-id-gsbp-97e1d2e\" class=\"gspb_heading gspb_heading-id-gsbp-97e1d2e \"><strong>Special chars<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>If your text includes the characters <b>,<\/b>, <b>:<\/b>, or <b>&#8220;<\/b>, you must prepend\n                                the <b><\/b> character to them. For example: <b>,<\/b>, <b>:<\/b>, <b>&#8220;<\/b>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-a8d568d\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h3 id=\"gspb_heading-id-gsbp-a8d568d\" class=\"gspb_heading gspb_heading-id-gsbp-a8d568d \">Global parameters<\/h3><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>All of the rich messages support the following parameters:<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-fixed-layout\"><thead><tr><th>Parameters<\/th><th>Description<\/th><\/tr><\/thead><tbody><tr><td><\/td><td>\n                                            The ID of the rich message (used also to save the JSON data).\n                                        <\/td><\/tr><tr><td><\/td><td>The rich message title.<\/td><\/tr><tr><td><\/td><td>The rich message description that appears underneath the title.<\/td><\/tr><tr><td><\/td><td>\n                                            The message that appears when the user completes and sends the rich message.\n                                            The user input is appended to this message.\n                                        <\/td><\/tr><tr><td><\/td><td>\n                                            Extra field for optional extra values.\n                                        <\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-a264fdd\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-a264fdd\" class=\"gspb_heading gspb_heading-id-gsbp-a264fdd \">Use rich messages in the chatbot<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>You have to create a <a href=\"#dialogflow-bot\" class=\"scroll-to\">Dialogflow chatbot<\/a>,\n                                then simply enter the rich message shortcode into the <b>text response<\/b> of the\n                                <b>Intent<\/b>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-0rshufu\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"rich-message-response\" class=\"gspb_heading gspb_heading-id-gsbp-0rshufu \"><strong>Rich message response<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>When a user completes a rich message, the response data is saved in JSON format in the\n                                database\n                                under table <b>sb_messages<\/b> and column <b>payload<\/b>. Example:\n                            <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-qs2aait\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"rich-message-translations\" class=\"gspb_heading gspb_heading-id-gsbp-qs2aait \"><strong>Rich message translations<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>To translate a rich message string, the original rich message text must be in english,\n                                add the exact english text and its translations in <b>Setting &gt; Translations &gt; Front\n                                    End<\/b>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-cxrjmmo\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"show-a-rich-message-on-chat-initialization\" class=\"gspb_heading gspb_heading-id-gsbp-cxrjmmo \"><strong>Show a rich message on chat initialization<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>To display a rich message, such as a list of buttons, when a user initiates a chat for\n                                the first time, insert the rich message shortcode into the <a href=\"#welcome-message\">welcome message<\/a>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-mkhsnbc\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"custom-rich-messages\" class=\"gspb_heading gspb_heading-id-gsbp-mkhsnbc \"><strong>Custom rich messages<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>You can create custom rich messages with your own custom content by going to\n                                <b>Settings &gt; Miscellaneous<\/b>.\n                                Currently, custom rich messages are static and there are no interactive options\n                                available as\n                                there are with shortcodes. However, you can insert custom HTML codes.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-ppfjbs0\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"html-codes\" class=\"gspb_heading gspb_heading-id-gsbp-ppfjbs0 \"><strong>HTML codes<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>When creating a custom rich message, you can use the following codes:<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-fixed-layout\"><thead><tr><th>Code<\/th><th>Description<\/th><\/tr><\/thead><tbody><tr><td><\/td><td>Link with button design.<\/td><\/tr><tr><td><\/td><td>Link.<\/td><\/tr><tr><td><\/td><td>Image that zoom on click.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div id=\"built-in-messages\" style=\"position:relative;top:-100px;visibility:hidden;\"><\/div>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-9747a2e\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-9747a2e\" class=\"gspb_heading gspb_heading-id-gsbp-9747a2e \">Built-in messages<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>The built-in messages are pre-programmed messages sent automatically by CHAT.devad.io.\n                                You can find them by going to <b>Settings &gt; Messages<\/b>.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-rsbk336\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"welcome-message\" class=\"gspb_heading gspb_heading-id-gsbp-rsbk336 \"><strong>Welcome message<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Send a message to new users when they visit the website for the first time.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> <a href=\"#text-editor\" class=\"scroll-to\">Text formatting<\/a> is supported. <\/li>\n\n\n\n<li> <a href=\"#merge-fields\" class=\"scroll-to\">Merge fields<\/a> are supported. <\/li>\n\n\n\n<li> <a href=\"#rich-messages\" class=\"scroll-to\">Rich messages<\/a> are supported. <\/li>\n\n\n\n<li> The welcome message is not sent to slack. <\/li>\n\n\n\n<li> Conversations containing only the welcome message (and no response) are automatically archived. <\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-sh579pq\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"follow-up-message\" class=\"gspb_heading gspb_heading-id-gsbp-sh579pq \"><strong>Follow up message<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>If no agents respond within the specified time interval, a message will be sent to\n                                request the user&#8217;s details, such as their email.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> <a href=\"#text-editor\" class=\"scroll-to\">Text formatting<\/a> is supported. <\/li>\n\n\n\n<li> <a href=\"#merge-fields\" class=\"scroll-to\">Merge fields<\/a> are supported. <\/li>\n\n\n\n<li> You can send a confirmation email to the user by filling in the <b>Follow-up Email<\/b> fields. <\/li>\n\n\n\n<li> If the <b>delay<\/b> is not set, a dynamic time interval is utilized and it is determined as follows: If <b>Settings &gt; Miscellaneous &gt; Office hours<\/b> 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. <\/li>\n\n\n\n<li> Follow-up messages are sent a maximum of once every 24 hours. <\/li>\n\n\n\n<li> If the user provides an email address and the <a href=\"#newsletter\" class=\"scroll-to\">newsletter<\/a> feature is enabled, the email address will be subscribed. <\/li>\n\n\n\n<li> The follow-up message is sent only to users without email address. <\/li>\n\n\n\n<li> If the chatbot&#8217;s <a href=\"#human-takeover\" class=\"scroll-to\">human takeover<\/a> feature is activated, the follow-up message is only sent during human takeover. <\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-635ennj\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"rating\" class=\"gspb_heading gspb_heading-id-gsbp-635ennj \"><strong>Rating<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Display the feedback form to rate the conversation when it is archived.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> 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&#8217;s reply will be analyzed to extract the rating. <\/li>\n\n\n\n<li> The rating is visible in the right panel of the <b>conversations<\/b> area, in the <b>agent ratings<\/b> report of the <b>reports<\/b> area, and in the agent profile. <\/li>\n\n\n\n<li> Enable the rating email reminder by setting the delay (in hours) in the <b>Email reminder delay<\/b> option. The email remind the user to provide a feedback and it is sent only if the user hasn&#8217;t rated the conversation after the set delay. For this feature to work, you must also set the <b>Redirect URL<\/b> \u2014 enter any URL that includes the chat widget (e.g., your website URL). Once the user clicks the <b>Helpful<\/b> or <b>Not helpful<\/b> 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. <\/li>\n\n\n\n<li> The emails are sent through the <a href=\"#cron-jobs\" class=\"scroll-to\">cron jobs<\/a>. <\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-xvefziu\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"offline-message\" class=\"gspb_heading gspb_heading-id-gsbp-xvefziu \"><strong>Offline message<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Notify the user when their message is sent outside of the scheduled office hours or all\n                                agents are offline.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> <a href=\"#text-editor\" class=\"scroll-to\">Text formatting<\/a> is supported. <\/li>\n\n\n\n<li> <a href=\"#merge-fields\" class=\"scroll-to\">Merge fields<\/a> are supported. <\/li>\n\n\n\n<li> To learn more about the office hours option, please click <a href=\"#office-hours\" class=\"scroll-to\">here<\/a>. <\/li>\n\n\n\n<li> The offline message is sent to the same user maximum 1 time per hour. <\/li>\n\n\n\n<li> By default, the offline message is also sent if all agents are offline, even during office hours. To prevent this, enable the <b>Disable agents check<\/b> option. <\/li>\n\n\n\n<li> If the chatbot&#8217;s <a href=\"#human-takeover\" class=\"scroll-to\">human takeover<\/a> feature is activated, the offline message is only sent during human takeover. <\/li>\n\n\n\n<li> If you or any other agent is online using <a href=\"#slack\" class=\"scroll-to\">Slack<\/a>, they will be considered as online agents also by CHAT.devad.io. <\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-5a1cz6w\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"privacy-message\" class=\"gspb_heading gspb_heading-id-gsbp-5a1cz6w \"><strong>Privacy message<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Present a privacy message accompanied by Accept and Decline buttons.\n                                The user&#8217;s approval by clicking on the Accept button is required to start using the\n                                chat.\n                                This feature ensures privacy policy enforcement and GDPR compliance.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> The privacy message is not shown if the <b>Settings &gt; Users &gt; Require registration<\/b> option is enabled. <\/li>\n\n\n\n<li> 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. <\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-zpte1ht\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"pop-up-message\" class=\"gspb_heading gspb_heading-id-gsbp-zpte1ht \"><strong>Pop-up message<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Show a pop-up notification to all users.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> The popup message is always shown until the user manually closes it; then it stays closed. <\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div id=\"attachments\" style=\"position:relative;top:-100px;visibility:hidden;\"><\/div>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-bd5c60c\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-bd5c60c\" class=\"gspb_heading gspb_heading-id-gsbp-bd5c60c \">Attachments<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Here, you can access information regarding the uploading of files and the message&#8217;s\n                                attachments.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> The following image formats are displayed automatically:<b>.jpg, .jpeg, .png<\/b>. <\/li>\n\n\n\n<li> For instructions on sending attachments with a chatbot, click <a href=\"#dialogflow-info\" class=\"scroll-to\">here<\/a>. <\/li>\n\n\n\n<li> You can also upload files to <a href=\"#aws\" class=\"scroll-to\">AWS S3<\/a>. <\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div id=\"conversations-info\" style=\"position:relative;top:-100px;visibility:hidden;\"><\/div>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-d6c1694\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h2 id=\"gspb_heading-id-gsbp-d6c1694\" class=\"gspb_heading gspb_heading-id-gsbp-d6c1694 \">Information<\/h2><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Here, you can access information regarding a variety of features associated with\n                                conversations.<\/p>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-22copsp\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"tags\" class=\"gspb_heading gspb_heading-id-gsbp-22copsp \"><strong>Tags<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Tags enable more efficient organization and grouping of conversations. Please refer to\n                                the information below for further details.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> You can manage the tags from <b>Settings &gt; Admin &gt; Tags<\/b>. <\/li>\n\n\n\n<li> Tags can be assigned to conversations through different methods: via the admin area by navigating to <b>Settings &gt; Automations &gt; More<\/b>, through <a href=\"#dialogflow-actions\" class=\"scroll-to\">Dialogflow actions<\/a>, and by inserting the JS variable <b>SB_DEFAULT_TAGS<\/b> into a page showing the chat or into a web page displaying the chat or the tickets panel. <\/li>\n\n\n\n<li> 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. <\/li>\n\n\n\n<li> Check the <b>Starred tag<\/b> 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. <\/li>\n\n\n\n<li> You can disable the tags from <b>Settings &gt; Admin &gt; Disable features &gt; Tags<\/b>. <\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-ker7zsa\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"notes\" class=\"gspb_heading gspb_heading-id-gsbp-ker7zsa \"><strong>Notes<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>Notes allow agents and admins to add comments to conversations.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> Notes are only visible to agents and admins. <\/li>\n\n\n\n<li> If you are usign OpenAI, we suggest enabling the <a href=\"#open-ai-settings\" class=\"scroll-to\">note data scraping<\/a> option. <\/li>\n\n\n\n<li> Manage the note settings from <b>Settings &gt; Admin &gt; Notes settings<\/b>. <\/li>\n\n\n\n<li> You can disable the tags from <b>Settings &gt; Admin &gt; Disable features &gt; Notes<\/b>. <\/li>\n\n\n\n<li> Activate advanced AI-powered features by using the Artificial Intelligence app. Learn more <a href=\"#note-data-scraping\" class=\"scroll-to\">here<\/a>. <\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-z83sil5\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"transcript\" class=\"gspb_heading gspb_heading-id-gsbp-z83sil5 \"><strong>Transcript<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<p>The full conversation can be sent to the user by the agent or admin as a transcript\n                                file.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> Agents and admins can send conversation transcripts to users by clicking the <b>Transcript<\/b> button in the top-right corner of the admin&#8217;s conversation window. <\/li>\n\n\n\n<li> Agents and admins can automatically send the transcript to the user when the conversation is archived by using the <b>close message<\/b> available at <b>Settings &gt; Messages &amp; Forms &gt; Close message<\/b>. <\/li>\n\n\n\n<li> The transcript can be sent to the user only if the user has an email address. <\/li>\n\n\n\n<li> If the conversation has been translated, the transcript will also include the translated messages. <\/li>\n<\/ul>\n\n\n\n<div class=\"gspb_heading_sep_gsbp-9scw586\"><div class=\"gspb_heading_sep gspb_heading_sep_before\"><\/div><h4 id=\"miscellaneous\" class=\"gspb_heading gspb_heading-id-gsbp-9scw586 \"><strong>Miscellaneous<\/strong><\/h4><div class=\"gspb_heading_sep gspb_heading_sep_after\"><\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li> The date and time format is automatically detected based on the browser&#8217;s language settings. <\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Conversations have a total of four different statuses: mark as read, archive, delete and restore. 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