Live Chat

Start saving your elusive users and suggest alternative communication channels — live chats, where users can start a conversation without subscribing to your Facebook Chatbot.

Conversations are a communication hub for your business. You can read messages and respond to user requests, manage conversations, assign responsible operators, send and receive files from the website visitors together with other team members — all in one place. 

How to check conversations

Anyone on your team can check all incoming messages in the Conversations tab after you give them permissions.

Also, you can open chat from the Audience section, check who is online, and click View in chat.

On the left side, you will see all of the chats from your widget. If a user did not subscribe via Messenger — they are considered anonymous and will have a random name. Active users, who are now online on the site will have a green dot on their profile image.

How to write a message

Here is where you can reply to the conversation. Make communication more personal and engaging by adding an emoji. Then click Send.

How to send and receive a file

In a live chat, you can exchange files up to 5 MB in JPEG, PNG, TXT formats to make it even more convenient for team members to communicate with the users. Both operators and website visitors can upload and download files.

Send a file by clicking on the paperclip icon, then selecting the file to send on your device.

Tap the file name and select a location on your device to save to download a file sent by a contact.

You can download any files: both your own and your chat partner’s ones.

How to check a user activity

On the right side, you can check the date of the first interaction and brief activity log.

If the user is subscribed on Facebook you can assign them tags and variables.

To check detailed information click Activity.

In profile activity, you can check detailed information about the user’s journey through your website.

You will see the following information about each session:

  • start date of the session;
  • the browser and operating system the user used;
  • visit duration;
  • name of page they visited;
  • how deep the user scrolled through the page;
  • if the user moved their mouse out of website page;
  • UTM tags.

Analyze this information to find places where users may need help and continue messaging them.

How to assign a teammate

If you want to make sure a conversation gets answered by the right person from your team, you can assign a conversation to that team member with ease.

Click Assignee and choose the person.

Updated: 15.11.2021

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