Table of Contents

Chats Section Guide (v4.0)

Dilyara Updated by Dilyara

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We welcome you to the new redesigned Chats section (Version 4.0), the place where humans and Chatbots meet! 🤩

From the Chats section, you can see all conversations between the bots and your leads in real-time, have agents chatting in real-time when needed, send the visitor back to an automated conversation with a bot, and much more!

To access the Chats section, just click on the Chat icon in your Dashboard:

Types of Inboxes in the Chats section🔍

In the new Chats section, on the left side panel, you will have three subsections that will allow you to access the inboxes you want:

- Important ❗️

Here you will find 3 inboxes:

  • Assigned to me - here you will find the chats assigned to yourself as an agent, you can see your avatar, and also a green dot in the right superior corner of the circle, which represents the agent's status (green-online; red-busy; grey-offline).
  • Unassigned - here you will find the conversations that are not assigned to any agent yet.
  • All - here you will find all the conversations of your bots, including yours, unassigned and the ones assigned to your teammates.
- Channels 📚

You will find here all the channels (Web, Messenger, WhatsApp) that you have in your account, besides, you can use the universal search engine to search by the name of the bot:

- Agents 🙋

You'll find all the agents that you have in your Landbot account. Once you click on the name you will see on the right side the chats assigned to that agent!

You can also use the universal search engine to search by the name of the agent:

Managing the inbox

Filter by the type of the conversation 💬

On the right side, you also have an option to sort out what type of conversation you would like to see:

Available options are:

  • All - Shows ALL conversations, regardless of the status. That means, shows open, paused, closed, blocked and unassigned chats.
  • Open - Conversations that are open (the ones that you have not closed).
  • Paused - Conversations you have snoozed (paused).
  • Closed - Conversations you have archived in the Chats section. Usually chats you don't need to handle, or that already solved.
  • Blocked - Conversations where you have blocked the user, so that this user can't contact your agent.
Filter by the value of the variable 📝

It is possible to filter conversations according to the a specific value of the variable. You can search by the @name, @phone or @email from the users.

For example, here we filter by the value "mar" and we can see conversations with users who have variables that contain it, in this case, in @name and @email:

Sorting conversations 📏

On the right side of the search bar, you can sort your conversations by who’s been waiting longest for a reply, or newest conversations:

Note: The filter selection will remain the same after refreshing the page or moving to another section in the platform
Select multiple chats 🖇

You can now select multiple chats to apply the following actions to all selected conversations! First, you'd need to select one particular chat and then you'll be able to select of all them:

Additional actions 📥

Click on the three dots on the right side of the chat to view additional actions you can perform:

  1. Send transcription - send a transcript of the conversation as a TXT file to the Agent's email address;
  2. Mark as unread - if you have already opened the conversation, you can mark it as unread so it will appear in your inbox with the blue dot. In case the conversation hadn't been opened yet, you'll see the option to mark it as read;
  3. Delete the conversation - choose this option to delete the conversation. Please have in mind that since you have total control over the data of your account, this action is not reversible, not even by our team.

Live Agents and Human Takeover 👥

How can a conversation turn into a Livechat?

When can conversations become human interaction between agents and users?

  1. When an agent writes to the User at any point of the conversation from this Chats section, or
  2. When the Human Takeover block is triggered in the bot flow.
If a chat is already assigned to an agent and a new agent wants to reply to that certain chat then the new agent will need to manually assign the chat.

Keep in mind the rules for the agent's status and assignation of the Human Takeover block to control how the conversations will be automatically assigned to the agents.
What happens to the Header of the bot after an agent takes over the conversation?

After the agent takes over the conversation, the header will show the avatar of the agent, and the text "A human at" + the name of your company.

So before the agent took over the conversation, the header looked like this:

And after the agent stepped in:

TIP: You can edit the text that appears when the Agent takes over the conversation in the Settings > Custom System Messages section of your bot.

How to assign conversations to agents 🔀
  1. On top of the chat, it is possible to see if the conversation was Assigned to an Agent, or was not assigned.
  1. If you want to assign it to an agent, click on the option Assign to agent, and select from the drop-down the agent you want to assign the conversation.

  1. It is also possible to assign the conversation to another agent, or turn it back to unassigned, by clicking on the agent, or Unassign agent button.

What happens to the conversation when an agent goes offline? ⛔️

Assignation Rules for Agents:

You can set the agent assignation criteria for the Chats section from the Account settings > Preferences section:

There are three options for the rule of assignation of the chats, when an agent is offline:

  1. No status check: The chats will remain assigned to the agent, regardless of the agent's status.
  2. Unassign chats: If the agent goes offline, the chats will be unassigned, and can be manually reassigned to the other online agents from the Unassigned inbox.
  3. Reassign chats to online agents: If the agent goes offline, the chats will be reassigned to the other online agents, according to the volume handled by them. If there are no agents online, the chats will stay in the Unassigned inbox.

Managing the Conversation 💬

The Chats section only shows 50 messages within a conversation. However, you can send the transcription to your email to see older messages.
Send messages to the user

Click on the Message field and start typing the message for the user. Press Enter or click on the button Send to send the message.

To add a new line to the text, press Shift + Enter on your keyboard.

Shortcuts Manager

By clicking on the Shortcuts Manager icon you can check the list of saved shortcuts. You can add your own saved replies to the account by clicking on Create button, and delete any if needed with the trash icon.

Finally, to use shortcuts in the Message field, just Type / to view the available ones and insert it:

Bot Launcher

Send the user back to an automated conversation using the Bot launcher (Jump to) feature. Choose the bot you want to launch, click on select, and the new bot will be handling the conversation from then on 🤖

Send Media

Click on the attachment icon to send media content, and a modal will appear with all the options of media you can send.

Record Audio

By clicking on the mic icon, you can record voice notes directly in the Chats section and send them to the users to provide the best experience🎤

Note: When used for the first time, you will need to allow to use microphone in your browser.

Click on Start recording to record audio, which maximum length is 1 minute:

Once you click on Stop recording, you'll be able to listen your audio before sending it to the user. You can also click on the Trash icon to delete it and record another audio:

The user will be able to play the audio directly from his end:

And download the audio as MP3 file by clicking on 3 dots:

Add emoji

You can open the emojis panel by clicking on the emoji icon:

Choose an emoji that you want to add and enrich communication with your users🤩

Insert Private Notes

Add private notes in the body of the conversation, which will only be seen by you and your team, it will not be seen by the user. You can also mention your teammates with @ symbol to notify them.

You will be able to keep track of the notes created on the right side of the Chats Dashboard❗

Send HSM Templates (for WhatsApp)

If you have the WhatsApp API Business integration, you can contact your users proactively after the initial 24h window using HSM Templates.

Besides setting Campaigns to contact your users, you can send templates to each conversation individually, directly from the Chats section.

Click on the Template icon on the bottom left corner of your Input field, and select one of your approved HSM templates to contact that user.

You can find more information about HSM templates here, and about WhatsApp Campaigns here.
Close chat

When you close the chat, it will archive the conversation:

When the chat is closed, you'll see the button to reopen it:

If there is a Human Takeover happening, and you close the chat, the input field of the user is removed from the bot at that moment.
Pause chat

If you are not ready to close the conversation yet, you can pause it for the time that suits you better by clicking on Pause button:

When you pause the conversation, it will NOT be archived and will remain assigned to the agent.

Also, if there is a Human Takeover happening, the input field will remain available for the user.

User information

On the right side of the conversation, you will see the information about the User, such as name, country, device and browser used, date and hour accessed, among other information.

Extra actions 📎

Click on the 3 dots, right next to its name, on the right side of the user information, to view more options:

  1. Send transcription: Select this option to send a transcript of the conversation to the Agent's email.
  2. Block Customer: If necessary, block users with just a click.
  3. Delete the conversation: Choose this option to delete the conversation. Please have in mind that since you have total control over the data of your account, this action is not reversible, not even by our team.
Variables 📌

You can manage the variables from the conversation right from the Chats dashboard, on the Variables section on the right side panel:

It is possible to perform the following actions with variables:

  • Create new variable

By clicking on Add new variable button, you will be able to configure a name, format and value for the new variable:

Newly created variable will also appear in the list:

  • Update a variable

Click on any variable to see its information and update it, if necessary:

  • Delete variable

By clicking on the Trash icon, you can delete any variable:

Notes 📝

From the right-side panel, you can also see all the private notes of the conversation, and delete any of them, if necessary:

Extra information:

Notification to update the data

When you leave the tab with the Chats section open for a while, you can see the following pop-up informing you about the need to refresh the page to see updated data:

Add notifications when a chat is assigned to an online agent

It is possible to add notifications when the chats are assigned to a live agent.

This must be set up in your browser notifications (we recommend using it for Chrome Browser only).

The pop-up notification (with sound) will be shown at the moment when the conversation is assigned to an online agent.

Also, once the conversation is assigned to an online agent, the agent will receive the notifications with the sound every time a user sends a message:

You can click on these notifications and you'll be redirected to the conversation with this user in the Chats section.

Note: These notifications will only appear when a chat is assigned to an online agent

To enable notifications, click on your Avatar > Notifications:

Click on Enable Desktop Notifications button:

And a pop-up to allow or block notifications will appear in your browser:

After that, it will display whether you have allowed or blocked the notifications, and instructions to change this setting:

Visitor's name

By default, all the chats will be under the name Visitors #id_number:

To be able to see the name provided by the user, you should ask and save it under the @name system variable, for example, using the Question: Name block:

This way, you will see the users' names directly in the Chats section:

Build an URL in the bot to access the conversation in the Chats section

You may want to send the links to the conversations with your users to your database or email address to have a direct access to them!

Here's how you can build an URL of the conversation in the bot:

  1. Use the Set a Variable block to create a custom variable to store the chat's ID, where the value is: ${chat_uuid}
  1. With the second Set a variable block, we will build the URL with the variable that we created in the first step.

In this case, the value is: https://app.landbot.io/gui/chats_v4/@{chat_id}

That's it! You can send the variable @chat_url to your database!

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