How to Use a Live Chat

There is a live chat option in the Facebook chatbot interface that allows SendPulse users to chat with their chatbot subscribers in the manual mode.

How to Open Chats with Subscribers

"Chat" Button

To view new messages sent by chatbot subscribers, go to My Bots menu, select a bot, and open the Chat tab.

"Show All" Option

In the bottom right corner of the screen, you will see a live chat icon with a number of new messages on it. Click on the icon to open the list of new conversations:

"Chats in messengers" Button

The "Chats in messengers" button is available in all sections of your SendPulse account. This way you can reply to bot subscribers even when you send a web push notification.

If you have unread messages, the button will display an icon with the number of chats with new messages.

Click the "Chats in Messengers" button to open the chats sidebar.

Then, you can open the required chat and reply to subscribers' messages directly from the sidebar or open the full screen chat page.

Once you do that, a box with new conversations will come up on the right-hand side of the screen. Click on a conversation to reply.

Click the Show all option to see the expanded list of the new chat conversations.

Chats with Subscribers

Select a chat from the list on the left-hand side of the screen and click on it to open a conversation box with that subscriber. Here you will see the subscriber's large user profile picture and their subscription details below it.

Chat Type

Bot chats are separated in three lists: open, closed and all chats, ie open and closed in one list.

Closed chats are chats that you have closed from a SendPulse account. To close the chat, go to the chat you want to close and click the "Close chat" button.

Temporarily Pausing the Bot

To the right of the chat is information about the subscriber from this chat. There is also an option to stop messages for 60 minutes. For example, when you personally reply to a subscriber in a chat, you should disable flows so that automatic messages do not respond to trigger words that may be contained in the subscriber's messages. To do this, click the "+60 min" button.

Here, in your profile, you will find your active flow in which messages to the user are queued to be sent. You can stop the flow and send another one.

Thus, you can help the users if they are confused with your bot script and cannot find the information they need.

If you finish communicating with your subscriber before 60 minutes have elapsed, click the "Continue Auto Mailing" button.

Launch Autoflow

You can launch a specific flow for any chatbot subscriber. To do this, in the “Chats” tab, choose the user and the flow you want to start for them.

Assign a Tag

In the same window, you can assign tags to the subscriber. For example, if during personal communication you have identified certain preferences of the client, you can assign them tags relating to their preferences. Assign a tag to the user to segment and filter future messages.

Disable Subscriber

You can also disable a subscriber to stop sending them messages from your bot.

Hide Messages

There is an option to hide automatic messages you sent to the subscriber in the live chat:

Uncheck the box to display all automatic messages that have been sent and those that you will be sent to the subscriber in the future.

Notifications About New Chats

Email

To receive notifications in your email about the last open chat, select the appropriate option in the "Notification settings".

The notification is sent a maximum of once an hour with the last message from the subscriber.

Web Push

You can also receive web push notifications about new open chats. To do this, allow notifications from SendPulse in the browser and select the "New open dialog in messengers" checkbox in the SendPulse account settings on the "Notifications" tab.

By clicking on the web push notification about the new chat, you will immediately open this chat in your SendPulse account.

SendPulse Chatbots App

You can also download the application for Android and iOS to have access to chats from your smartphone and respond to your subscriber on the go.

The application sends push notifications about new messages from subscribers, which helps you to quickly engage in chats, view conversations and answer user questions.

Using the application, you can view information about the subscriber: when they signed up and any other data you have collected. You will also be able to manage this information: add tags, change variables, stop and start auto-replies, and remove subscribers from the list.

There are statistics for all your bots in the application: the number of subscribers, and sent and received messages.

Last Updated: 21.04.2021