Table of Contents

Chats Section guide (v 3.1)

Sofia Teran Updated by Sofia Teran

We welcome you to the redesigned Chats section (Version 3.1), 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, or send the visitor back to an automated conversation with a bot.

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

Finding conversations in the Chats section πŸ”

In this new Chats section, you will have three subsections that will allow you to view the chats you want:

πŸš€ Let's start with each one of the subsections:

Important
  • Assigned to me

Here you will find the chats assigned to yourself as an agent, you can see that the logo has changed to your avatar, and there's also a green dot in the right superior corner of the circle, which represents the agent's status.

  • Unassigned

Here you will find the conversations that are not assigned to an agent yet.

  • All

As the name says, here you will find all the conversations including yours, unassigned and your colleagues (teammates) conversations.

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 in the right side the chats assigned to that agent:

Filter by the type of conversation πŸ’¬

When you are inside the bot, you are also able to sort out what type of conversation you would like to see, if All the conversations or only the Open, Paused, Closed, Blocked, or Unassigned.

  • 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 agents.
  • Unassigned - Chats that were not assigned to any agent yet.

Filter by value πŸ“

Once you choose a bot and/or an agent you can filter the conversations once again.

You can search by theΒ name,Β phoneΒ orΒ email from the users.

In the next case scenario, we decided to filter by email using this one test@email.com and these are the conversations that contain this value:

Additional actions πŸ“₯

Click on the three dots on the right side of the chat to view more options:

  1. Send transcription - send a transcript of the conversation as aΒ 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 at the top of 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 -Β choose this option to delete the conversation. Please have in mind that since you have total control over the data of your account,Β this action is not reversible, not even by our team.

Live Agents and Human Takeover πŸ‘₯

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 πŸ”€
  1. On top of the chat, it is possible to see if the conversation was Assigned to an Agent, or was Not Assigned to an agent.
  1. If you want to assign to an agent, click con the option Assign to agent, and select from the drop-down the agent you want to assign the conversation.
You will see a message of confirmation of the assignation, and you will see on the top of the chat who is the assigned agent πŸ‘πŸΌ

  1. It is also possible to assign the conversation to another Agent, or turn it back to unassigned, by clicking on the agent and selecting the option from the dropdown.

  1. To have direct access to the conversations that were assigned to an agent, it is possible to filter the bots by agents.

Click on Agents to show the agents you have in your account.

Click on the Agent to see the conversations the Agent has assigned to him, and click on the conversation you want to access.

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.
Can I follow up on users when they go offline?

It is possible to follow up on users when they go offline, by enabling this option in your account settings.

This means that when the User closes the chat or leaves the conversation during a Human Takeover interaction, if an email address was provided (saved as the variable @email in the bot), the agent can still write to this user from the Chats section, and the user will receive this message as an email.

The User will be able to reply to this email directly from his email, and his reply will appear in the corresponding chat in the Chats section, where the agent can continue the conversation.

Please have in mind that this interaction is limited to a maximum of 3 messages per conversation.

To enable this option, click on your avatar in the lower left side of your Dashboard > Company > Choose the option Email follow-up for offline contacts and save your changes.

Managing the Conversation πŸ’¬

The Chats section only shows 50 messages within a conversation.

But you can send the transcription to your email to see older messages.
Type anything to the user

Click on the Message field and type anything to your users. Press Enter or click on the button Send to send the message.

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

Agents can answer normally the visitor through the Chats section, or also perform one of the following actions

Insert Shortcuts

Add your own saved replies to the account, and send them using the Shortcuts. To do so, just Type / to insert a shortcut or manage them.

Insert Private Notes

Add private notes in the body of the conversation, which will only be seen by you and your team. Mention your teammates with @ to notify them.

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

And also in the same conversation with the user

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.

Bot Launcher (Jump to the bot)

Send the user back to an automated conversation, using the bot launcher (Jump to) feature.

Select the bot you want to launch, click on select, and the new bot will be handling the conversation from then on. πŸ€–

You must send a message through the Chats section before Launching the bot, this action would be like Human Takeover, but once the bot is Launched the agent who wrote the message would be unassigned and the new bot will continue the flowπŸš€

Send Templates (for WhatsApp)

If you have a Whatsapp integration, you can contact your users proactively after the initial 24h window using 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.

NOTE: For bots in Landbot 3 (web), if there is a Human Takeover happening, when you close the chat, the input field of the user will be removed from the bot at that moment.

Before closing chat:

After closing Chat:

Pause chat

If you are not ready to close it yet, you can pause the conversation 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, for bots in Landbot 3 (web), 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, computer device and browser used, date, and hour accessed, among other information.

Additional Actions πŸ“Ž

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 πŸ“Œ

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

It is also possible to perform one of the following actions:

  • Update a Variable: Click on a variable to see all its information or update it if necessary.

  • Add a Variable: select this option to create a new variable in this conversation.

Extra Features

Add Grammarly to the Chats Section

It is now possible to add Grammarly to your Chats Section. Please check Grammarly's page to add it to your Chrome browser, and use it in your Chats section in Landdot.

Zoom images

We have added a magnifying glass that appears over images for easy viewing by zoom πŸ”Ž

In the next example, you will see that a user sent a dog image:

Then you will see in the Chats Section the magnifying glass over the dog image:

If you click on it you will see this:

Tip: you can make it bigger using the trackpad πŸ‘†πŸ»

Visitor's name

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

In order to have this text with the username, you will have to ask in the name block and save it under the @name system variable:

Builder:

Chat:

Chat's section:

Add notifications when a Chat is assigned to an online Agent

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

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

The pop-up notification (without sound) will be shown at the moment when the conversation is assigned to an online agent:

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:

Note: These notifications will only appear when a chat is assigned to an online agent.
  1. Click on the Avatar of your Account to access your Account Settings.
  2. Select the option Notifications, and click on Enable Desktop Notifications.
  3. Click on "Allow" to show the notifications
  4. Done! You will see then the confirmation of your choice, showing that it will show notifications. You can change that at any time by accessing this same section and following the instructions.

How did we do?

Human Takeover block

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