Daily work
Inbox
Read every conversation your customers have with Chatty, and step in when a person is needed.
The Inbox shows every conversation from every channel. Chatty answers first. When it cannot help, or a customer asks for a person, the conversation is handed over and waits here for you.
Find a conversation
- The chips above the list filter it: Open, Needs you, Answered by Chatty and Closed. The number next to Needs you is how many are waiting for a person.
- If you have more than one channel, use the tabs along the top to look at one at a time.
- Search finds a person's name or email, or words inside a message.
- The list shows the newest hundred. When there are more, the foot of the list says "Showing 100 of 340" and Load more adds the next hundred.
- A green dot on someone's picture means their chat window is open right now.
Read a conversation
Click a conversation to read it as a chat. Under each of Chatty's answers you can see which of your pages it came from, and whether the customer found it helpful. On the right is what you know about the customer: how to reach them, the page they were on, whether they are signed in, and earlier chats. Chatty's summary gives the short version of a long conversation.
Pictures from customers
On a paid plan a customer can attach a screenshot or a photo. You see it in the conversation, where they sent it, with a short note on what it shows: the kind of picture, any text in it, and the state of the screen. Click the picture to open it full size.
Chatty reads the picture when it is sent, so its answer takes the picture into account. The picture itself is kept for 30 days after you close the conversation and is then removed. The note about what it shows stays. A picture that has been removed shows as removed.
Take over and reply
- Click Assign to me, or just write a reply. This creates a ticket if there is none and puts it with you.
- Type your reply. The two tabs above the box choose how it goes: In chat (the default: the customer sees it in their chat window) or By email (needs an email address, which the customer may have given).
- Click Send. Once a person has replied, Chatty stops answering that customer.
Tick Save as an answer for next time to teach Chatty your reply, so it can answer the same question itself in future.
Close a conversation
Click Close when it is dealt with. It moves to the Closed chip, where you can still read it.
Who can do what
Everyone with access to the Inbox can read conversations. Replying, assigning and closing need permission to work tickets. Ask an owner or admin under Team if a button is missing.