On the Settings page there is a list of all online chat configurations that you created for your website pages or linked to social networks and / or third-party services using the API.
At the top of the page there is a button to create a new chat.
Below there is the search field that you can use to quickly find a necessary chat. To search for a chat, enter the name of a chat or script (used in this chat) in the field. Search results are displayed automatically.
You can run both a complete or partial search. To run a partial search enter only part of the name of the chat or script in the search field.
Below the search field a list of all online chats is displayed. On the right side of the list there are buttons that you can use to perform the following actions:
| Action name | Description |
|---|---|
| Frame code | get the frame code of the chat |
| Connect Facebook | connect the chat to the Facebook social network |
| View dialogs | view dialogs with the user |
Edit | edit chat properties |
Delete | delete the chat |
Creating new chats
To create a new chat, select Chats – Settings from the side menu and then click the New chat button.
As a result a dialog window will open as shown in the image below.
In the Name field enter a name for the chat. By name you can quickly find the necessary chat on the list.
In the Select script field select the script that the bot will use in this chat.
In the Session ttl (seconds) field specify the duration of the user's inactivity period, after which the dialogue with the user ends. The inactivity period is specified in seconds.
In the Script when operators are offline field select the script that the bot will use when operators are offline.
In the Text when agents are busy field enter the message that the bot will send to the client when the dialog should be transferred to the operator but all operators are busy and no one can answer.
If you want the bot to ask the client for feedback at the end of the dialog, select the corresponding checkbox. In the field below, specify a period of time from the beginning of the dialogue after which the bot will ask the client for feedback.
In the Operator idle time before transfer (seconds) – specify a time period of operator inactivity after which the system transfers the dialogue to the robot.
In the Request feedback on the conversation at the end of the session – select the Yes checkbox so that the system asks the client to provide feedback after the dialogue is complete
In the After how many seconds to request feedback on the dialogue (seconds) – enter the period of time in seconds since the start of the dialogue, after which the user will be prompted to provide feedback
In the Transfer according to the script after the end of the dialogue – select the script that the system will use after the bot ends the dialogue.
In the The time spent by the client in the queue to connect to the operator (seconds) – select the script that the system will use in the chat after the operator ends the dialogue.
In the How often to notify the client that he is in the queue (minutes) – select the script that the system will use after the dialogue is closed by a client response timeout.
In the Message text to notify the client that he is in the queue – enter the text of the message that the system will send to the client if the check box for the Request feedback on the conversation at the end of the session option is selected.
In the Feedback type field select the scale that the client will use to rate the quality of the dialog. The following options are available:
- 2-point scoring
- 5-point scoring
- 10-point scoring
In the Text rating of dialogue – enter the text of the message that the system will display to the client when it sends a request for feedback.
In the Bot color, Operator color, User color, Buttons color and Buttons text color fields use the color palette to select the necessary color. To select a color on the palette use two horizontal sliders. You can also enter RGBA, HSLA or HEX color codes. Arrow buttons allow you to switch between the color models and display a field for entering color HEX codes.
In the Bot image, Operator image and User image fields you can upload images that the system will use as avatars. You can upload .jpeg and .png images up to 5 MB in size. These fields are optional. If you don't upload images, the system will use the default ones.
Select the check box next to Request result of dialog so that the system asks the client for feedback when the dialog ends.
If you want the bot to respond to the client's first message, select the Reply to the user's first message checkbox.
In the Link to knowledge base – you can add a link to an information resource that your clients can visit.
In the SL of the first response (sec) – specify the time period for the operator to respond to the first message from the client. The response time is used in the reports.
In the SL of subsequent responses (sec) – specify the time period for the operator to respond to the next message from the client. The response time is used in the reports.
In the Links to messengers section you can specify links to instant messengers and social networks where you want to use the chat. Buttons with messengers and social networks logos will be displayed next to the widget button. By clicking on any of these buttons the client will be able to start chatting in the widget or any messenger or start chatting in the widget, and then proceed to the messenger to continue their dialogue.
In this section you only provide links to instant messengers and social networks. If you want clients to communicate with the bot in messengers and social networks, it is necessary to integrate the bot with the specified messengers and social networks.
You can provide links to the following instant messengers and social networks:
- Yandex Alice
- Facebook messenger
- Vkontakte
- Telegram
- Viber
- Slack
- Skype
- Phone number (incoming call)
- Odnoklassniki
- Line Chat
To save changes, click Create new chat.
Searching for chats
If you have a lot of chats, you can quickly find the necessary chat using the search field, which is located at the top of the page.
For this, enter the full name of a chat or a part of this name in the search field.
Search results are displayed automatically.
To return to the full list of chats, delete the search criteria in the field.
Getting a frame code
Using the frame code, you can add a chat to a page on your website.
To get the frame code, click the Frame code button in the line with the name of the necessary chat.
As a result, a window will open as shown in the image below.
Copy the code snippet located in the top section and add it to the contents of your website page.
Connecting chats to Facebook
To connect a chat to the page on Facebook, do the following:
- Click the Log in with Facebook button in the line of the necessary chat.
- On the page that opens click the Log in with Facebook button to log in to your Facebook account.
Editing chats
To edit chat settings, click Edit in the line of the necessary chat.
As a result, a window with chat settings will open, as shown in the image below.
The steps for editing chat settings are similar those described in the Creating new chats section.
Deleting chats
To delete a chat, click Delete in the line of the necessary chat.
In the dialog window, confirm this action.
Viewing chat dialogues
To view chat dialogues for all clients, click View dialogs in the line of the necessary chat.
As a result, a page with a list of all dialogues for the selected chat will open, as shown in the image below.
Filtering chat dialogues
At the top of the page, there are fields that you can use for quick search and setup of displayed information on the page.
In the All messengers field, you can select the necessary instant messenger or social network that your chat is connected to. You can select the necessary value using the drop-down list.
In the next field, you can define the period and time for displaying information.
In the Active and closed dialogs field, you can select the status of the dialog. You can select the necessary value using the drop-down list.
If you select the All option, the system will display all dialogues that start with the bot's message.
After you specify the necessary values in the fields, the results are displayed automatically.
Click Clear to reset all filters on the page.
Creating reports
If necessary, you can create a report with detailed information about all dialogues that are displayed on the list. For this, do the following:
1. Set filter parameters as described above to display the necessary dialogues.
2. In the All chat sessions field, select the necessary report type.
| Report type | Description |
|---|---|
| All chat sessions | report with detailed information about all chat sessions |
| All chat sessions with markers | report with information about chat sessions where markers are used in scripts |
| Chat sessions billing format | report with detailed billing information for all connected channels (for example, chat name, number of paid messages, cost, and etc.) |
| Chat sessions with operator metrics | report with information about the efficiency of the operator indicating the time of their responses to client questions |
| Productivity | report with information about the productivity of chat sessions, that includes the number of messages sent by the operator and the client, the maximum and average response time, etc. |
| Sources | report with information about the number of messages sent by the bot and operator as well as the number of dialogues tranferred to the operator for all connected channels |
| Web pages | a report with information about website pages visited by the client during the chat session |
| Popular phrases | a report that contains a list of the most popular phrases used in chat sessions |
| Client phrases | a report that contains a list of all client phrases |
If you want the report to contain information about the time when messages were sent, select the With time in dialogs option.
3. Click Export.
As a result, all records displayed on the list will be downloaded as a file in XLS format.
Viewing dialogues
To view a dialogue, click Show dialog in the necessary line.
As a result, a dialog box will open with detailed information about the selected dialogue.
In the dialog box with detailed information about the selected dialogue you can also copy the link to the dialogue. This is especially useful, for example, when you plan to contact the technical support.