Chatting

To start a conversation with a customer, open their chat. You can do this:

• Directly from the interface by clicking on the chat (unread chats are marked with a yellow envelope icon)
• From Contacts (as described on the Contacts in Chats page)
• Using the search bar (you can also filter chats by «read»/»unread» status)

Once you’re in a chat, you can send a message or attach a file.

To attach a file:

1. Click the paperclip icon

2. Select the file you want to attach

3. Add a caption (optional)

4. Click Send

You can also use emojis — click the emoji button to open the picker, or click the 👍 icon to quickly send a thumbs-up emoji.

Every message sent from the system interface will have a label showing the name of the manager who sent it. This label is visible only within the system — customers cannot see it, but it helps identify who is responsible for the conversation.

Templates

While chatting with customers, you may want to use templates — pre-written responses to common inquiries that can be quickly inserted and sent.

Creating a Template

To create a template:

1. Click the Show sidebar button

2. Click + (or + Add)

A pop-up window will appear where you can configure the template: set a name, choose a language, select a category*, and enter the template text.

You can use dynamic variables in the format {{variable}} within the template text (e.g., {{name}} to automatically insert the user’s name).

Once you’ve finished setting up the template, click Create.

Using a Template

To use an existing template:

1. Click the Show sidebar button

2. Select the template you need

3. Review the content and make any necessary changes by clicking Edit (or correcting the name if it’s incorrect)

4. Click Send

Viewing Chat Information

To view information about a chat (username, assigned manager, etc.):

1. Open the relevant chat

2. Click Ⓘ

From here, you can assign or remove manager(s) (covered on the Managing chats page), change the status, and copy the user’s details, such as phone number or a username.