Chats Module

The Chats module brings together social media platforms and messengers in one place, making it much easier to communicate with your customers. It provides a convenient way to manage all your conversations, keeps the full message history in a single system, and helps your team respond to customer inquiries faster.

You can reply to customer messages with text and attach various file types. The module also lets you flexibly configure access permissions for each team member and set up rules for routing incoming requests.

This page provides an overview of the module and explains how to navigate the system. For more information about its functionality, see the following pages:

• Available messenger integrations and setup instructions
• Chatting and Templates
• Contacts in Chats
• Chat Statuses, Tags, and Management
• AI Tools

Connecting Multiple Accounts from the Same Platform

You can connect a single account for the entire company (or a department) and make it available to a group of users. Alternatively, you can connect a separate account for each individual user.

If needed, you can purchase the ability to connect additional accounts. For more information, please contact your account manager.

Working with the Platform

Once you’ve connected one or more integrations (using the instructions linked above), all customer messages and conversation histories will be stored in the system. To get started, go to your Company and open the Chats module.

Basic navigation

In the module interface, you can switch between different messengers by selecting the desired integration from the sidebar — this will display only the chats from that messenger. You can always return to the full list of chats by clicking All Chats.

When viewing the All Chats tab, each conversation will be labeled with the platform or messenger where it takes place.

A notification indicator appears in the sidebar when an integration has unread messages. The same indicator also appears next to individual chats with unread messages.

You can also switch between accounts by opening the dropdown menu and selecting the desired account. An unread message indicator will also appear next to each account with unread messages in this menu.

Advanced navigation

Advanced navigation displays a detailed list of all connected accounts, pages, and chatbots within each channel (Telegram, Viber, Instagram, etc.). This allows you to quickly switch between specific work profiles with a single click. You can also collapse and expand each list as needed. 

To enable advanced navigation:

1. Go to Settings.

2. Expand Navigation view and select Advanced.

3. If needed, enable Save current view. This option remembers which navigation items are expanded or collapsed and restores their state after the page is reloaded.

Notifications

In Settings, you can manage notification preferences. To do so:

1. Go to Chat Settings.

2. Enable or disable notifications. When enabled, you will receive desktop notifications from your browser.
3. Enable or disable notification sounds.