Live chat and standard message
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Understand the basic functions of live chat and standard message.
Page introduction
After logging in to ChatSmart, you can find three sections on the main inbox screen.
The chatroom section on the left side of the screen
The live chat section in the middle of the screen
The customer information section on the right side of the screen
All conversations sent and received, whether answered by an agent or a bot, are recorded in detail on this page. For information on how to broadcast messages, please click here.
Sending Message
When you click on a conversation on the left, the live chat section in the middle will display all the conversation. You can start by typing messages in the text box, and send attachments* or emoticons. After editing the text, press the green button on the right to send the message.
*The following file types are allowed as attachment: mp3, png, jpg, jpeg, gif, mp4, m4a, webm, pdf, vcf, ogg, 3gpp, wav, mov, acc
You will find notifications that display the number of unread messages next to the account name.
Standard message
To quickly reply to a customer, you can use the standard message, which offers you with customized message templates. Simply click the folder button on the left of the reply bar and select standard reply. Please click here for details on creating or modifying the standard message templates.
Assignment rules
Please note that by default, all new conversations are assigned to the “Chat to Bot” section. You can build a chatbot to automatically reply to your customers (for how to create a chatbot flow for your customers, please click here), or assign a conversation to a designated agent for further follow-up.
Chatbot
To build the chatbot, simply press the robot button in the upper right corner. A green light indicates that a chatbot has been successfully assigned. Press the button again to turn it gray and cancel the chatbot.
Conversations Assignment
To assign a conversation to an agent, simply select the agent from the List of Assignees (next to the robot icon in top right corner), and the assigned time will be displayed in the Live Chat section. If the conversation has been assigned to an agent, that agent’s name is shown in the List of Assignees.
To exclude an assigned agent, simply press the gray button "-". Then click the icon of the assignee, and press "Finish" when done.
Message Filtering
You can filter the dialogue rooms by following the 3 methods below: The Chatroom section offers three ways to filter your conversations so you can sort them easily for follow-up:
Filter by communication channels
Filter by “Chat with Agent” or “Chat with Bote”
Filter by assigned agents
All conversations are displayed in the "Chat with Bot" section by default after the first connection to the ChatSmart platform.
Filter by communication channels
ChatSmart supports omni-channel messaging, including Facebook Messenger, WhatsApp, Line, and WeChat. Once logged in, the system will automatically download all the communication channels that have been connected to ChatSmart. To use a specific communication channel, simply click its icon under the search bar and you can view all the conversation in that channel.
Filter by “Chat with Agent” or “Chat with Bot”
All conversations will be subdivided into “Chat with Agent” or “Chat with Bot”. After logging in, the system will display all the conversations replied by agents .To filter all conversations that have been answered by robots, click “Chat with Bot”.
FIlter conversations by assigned agents
By default, the system will display all the conversations in ChatSmart. Simply click the button under "Chat with Bot" to filter conversations by pressing "Assigned to me", “New requests," or "Assigned to others."
Scheduled Message
To set a specific time to send messages, you can use the scheduling message feature. Simply click "Schedule" in the customer relationship management section. Then enter the message name,content and set the sending time, and finally click the send button.
You can also view and quickly edit the customer relationship management in the About section, including first seen, email, gender, age, etc. To export or import many customer information, please refer to the Customer Relationship Management section.
Add tag
You can tag your customers under the Customer Relationship Management section so you can sort them easily. After clicking "Add tags'', select the tag and press the "Add" button to add it successfully. To create new tags or modify tags, please refer to the Create and Manage Tags section.
Add Notes
To add a note, you can click "Add" at the bottom of the note in the Customer Relationship Management section. Then fill in the information and press the "Save" button. For example, if the client is a foreigner, you can add "Foreigners- English Communication" in the note, as shown below:
Create and Manage Standard message
Create standard message templates to respond to your customer promptly while avoiding repetitive work.
You can follow the steps below to create and manage standard reply.
Create a standard message
Then click "New Folder" to create a new folder
Enter the name of the folder. Select the message channel, the team and the assignee in charge
Click "Add" to create a folder
Click the folder you just created, and then click "Add"
Enter the content of standard message, and then click "Add" to complete the creation
Create multiple standard message templates
If you wish to create multiple standard message templates, please follow the steps as shown below:
Click "Template Download" to download the template
Open the template, and type the content according to the format in the template
Channels: the messaging channel that incorporates the standard message
Folder_name: The name of new folder
Team: Assigned agents
User: Names of the assigned agents
Message: Content of standard message
It is recommended to fill in the appropriate information for each column. The following is an example:
After saving the file, click "Import" (only the following file formats are allowed: XLS and XLSX)
Select the file you have just saved, then click "Open".
You will find a notification in the upper right corner when the import is successfully completed:
Modify and Delete standard messages
After creating multiple folders, you can also filter by messaging channels to find your folders quicker.
First click Settings > Live Chat Page
Click Settings > Live Chat Page
You can create, modify or cancel standard messages on the settings page. Then open the folder that you previously created in the live chat section, and then you can click to modify or delete the standard messages.
