# Chatty help ## Getting started Source: https://askmychatty.com/help/getting-started Chatty answers your customers' questions from what you teach it, and brings in a person when it cannot help. Setup takes a few minutes and has five steps. You can stop at any step and come back: Chatty remembers where you were. [Start or continue setup](chatty:setup) ![The five steps of setup. You can stop at any step and come back.](figure:setup) ## 1. Your business Tell Chatty what your business does and give the address of your website. Chatty uses this to introduce itself and to know what to read next. The name is the one your customers know, for the chat window. It does not rename your Chatty organisation: do that under Settings → Organisation. ## 2. What Chatty reads Chatty looks at your website and lists the pages it found. Tick the ones that matter: pricing, how things work, questions customers ask. You can also add documents and videos. Whatever you tick becomes Chatty's [knowledge](chatty:knowledge), and you can add more at any time. ## 3. How it answers Choose how Chatty should sound, and what it says when a customer first opens the chat window. ## 4. Try it Ask Chatty a question the way a customer would. Under each answer it shows where it found the information. If an answer is wrong or missing, go back and add what it needs to read. ## 5. Add to your website Copy the short snippet and give it to whoever looks after your website. The chat window only appears on the addresses you list, so check that your website is there. You can find the snippet again later under [Channels](chatty:channels). ## After setup ![The menu down the left of every screen: 1 your daily work, 2 set up, 3 settings, 4 advanced.](figure:menu) - Customers' conversations appear in the [Inbox](chatty:inbox). - When Chatty cannot help, it hands the conversation over and a ticket appears under [Tickets](chatty:board). - Invite your colleagues under [Team](chatty:team), so more than one person can reply. - Watch your free trial and your credits under [Plan & usage](chatty:plan-usage). ## Home Source: https://askmychatty.com/help/home Home is the first screen you see. It shows what needs you now and how things are going, without opening anything else. [Open Home](chatty:home) ![Home: 1 what needs you, 2 the numbers, each a link, 3 credits used per day, 4 who is on the site now.](figure:home) ## What needs you The **Needs you** panel on the right lists the conversations Chatty has handed to a person. Click one to open it in the [Inbox](chatty:inbox). If the list is empty, nothing is waiting for you. ## At a glance Each box is a number you can click to go to the screen behind it: - **Open tickets**: tickets that are new, open or waiting. Click to see them under [Tickets](chatty:board). - **Needs you**: conversations handed over to a person and not finished yet. - **New leads**: people who left their details in the period you chose. Click to open [Leads](chatty:leads). - **Helpful / not helpful**: two numbers. The first counts conversations where the customer gave a thumbs-up and nothing went wrong. The second counts conversations where the customer gave a thumbs-down, or Chatty had to hand over to a person. Many conversations get no rating, so these count only the ones that did. - **Credits left**: what remains of this month's credits, out of what your plan adds each month. Click to open [Plan & usage](chatty:plan-usage). Use the menu at the top right to look at **Today**, the **Last 7 days** or the **Last 30 days**. ## Credits used per day The chart shows how many credits Chatty used each day. Switch between **7 days** and **Month**. A sudden climb usually means more customers are chatting. ## On the site now The map shows where your visitors are right now. A dot sits on each country with someone in a chat, and the list beside it counts them. Hover over a dot to see how long each person has been there. A visitor appears once they have started a chat with Chatty. ## Banners A banner at the top tells you when something needs attention: setup is unfinished, your free trial is running out, or you have used most of this month's credits. Each banner links to where you can fix it. ## Inbox Source: https://askmychatty.com/help/inbox The Inbox shows every conversation from every [channel](chatty:channels). Chatty answers first. When it cannot help, or a customer asks for a person, the conversation is handed over and waits here for you. [Open the Inbox](chatty:inbox) ![The Inbox: 1 the list and its filters, 2 the conversation, 3 your reply, 4 what you know about the customer.](figure:inbox) ## 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. [See what needs you](chatty:inbox?state=NeedsYou) ## 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 1. Click **Assign to me**, or just write a reply. This creates a [ticket](chatty:board) if there is none and puts it with you. 2. 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). 3. 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](chatty:team) if a button is missing. ## Tickets Source: https://askmychatty.com/help/board A ticket is a request that needs a person. Chatty opens one when it hands a conversation over, and you can add your own. Tickets from every channel are in one place. [Open Tickets](chatty:board) ![The Tickets board: 1 a column for each status, 2 add a ticket yourself.](figure:board) ## Board or list Switch between a **board**, with a column for each status, and a **list**. The board is good for seeing what is stuck. The list is good for searching. You can filter by channel, status and priority, or search by number, title or person. Tickets load a hundred at a time, newest first: when there are more, the foot says "Showing 100 of 340" and **Load more** adds the next hundred. ## Open a ticket Click a ticket to open it on the right. You will see: - who asked, how to reach them and the page they were on; - **Chatty's summary**, a short version of a long conversation. Click **Write a summary** or **Write it again** to refresh it; - the conversation as the customer saw it, with a link to open it in the [Inbox](chatty:inbox); - **Activity**: everything that happened, with the time. ## Work a ticket - **Status**: move it along as you go: New, Open, Waiting, Resolved or Closed. Use Waiting when you are waiting for the customer. - **Assigned to**: pick a person, or a team if you have made groups under [Team](chatty:team). - **Priority**: Low, Normal, High or Urgent. - **Reply**: write in the box at the bottom and choose who it is for: a **team note** that only your colleagues see, a reply **in chat**, or a reply **by email**. Email needs the customer's address. If an email could not be sent, the ticket says so, and **Send again** tries it once more. It never sends twice. ## Make a ticket yourself Click **New ticket**, give it a title, and add who asked and their email if you know them. A request that did not come through a chat, such as a phone call, can be tracked this way too. ## Who can use it Owners, admins and responders. Ask an owner or admin under [Team](chatty:team) if you cannot see the Tickets menu. ## Leads Source: https://askmychatty.com/help/leads A lead is a person who chose to share their contact details in a conversation: a name and an email, and sometimes more. Chatty keeps them for you. [Open Leads](chatty:leads) ## What you see Each lead shows the name, email, any other details, the channel and when it was captured. Search by name, email or a detail. ## Download Click **Download CSV** to take your leads into a spreadsheet or another tool. ## Get more leads Leads only come from conversations on your [channels](chatty:channels). If there are none yet, check that a channel is live. A visitor decides for themselves whether to share their details, so Chatty never makes them up. ## Who can use it Owners, admins and responders. ## Channels Source: https://askmychatty.com/help/channels A channel is a place where customers can talk to Chatty: one website or one app. Each channel has its own chat window, and all of them feed the same [Inbox](chatty:inbox). [Open Channels](chatty:channels) ![A channel: 1 the tabs, 2 the install code, 3 copy it or email it to your developer.](figure:channels) ## Add a channel Click **Add a channel**. If you have not set Chatty up yet, [start setup](chatty:setup) first. Chatty then takes you through five steps. Click **Cancel** before the fourth step is done and no channel is made. 1. **Where it goes.** Give the channel a name that only your team sees. Choose **On a website** or **Inside an app**, then list the websites allowed to show it, one per line, for example `example.com`. Chatty adds the `www` version too. The chat window will not work on any other site, even with the key. A website channel with no website listed cannot be used. - **On a website**: visitors are anonymous. - **Inside an app**: for signed-in customers. Your developer signs a short-lived token that tells Chatty who the customer is. This lets Chatty show answers meant only for customers. 2. **How it looks.** Set the title, the subtitle, the colours, the first message and up to six suggested questions. **More options** sets which side of the page it sits on, the hint in the message box, a picture and the message shown when Chatty is paused. A preview in the corner shows how it will look. The preview's answers are examples. Your real Chatty answers from your [knowledge](chatty:knowledge). 3. **What it knows.** Add a website, documents, a YouTube channel or written answers, as in [Knowledge](chatty:knowledge). Chatty answers from the same knowledge on every channel, so what you add here is not only for this channel. If Chatty already knows something, you can continue without adding more. What you add is read as soon as you continue. 4. **What it follows.** Write a [skill](chatty:skills), such as how you handle refunds, or skip this step. Chatty follows every skill on every channel. The channel is made when you finish this step. 5. **Put it live.** Copy the install code and paste it into your website, or email it to your developer. A channel for an app is made **Active** with a secret that Chatty creates for you. The last step shows the secret once: copy it and give it to your developer, who keeps it on your server and uses it to sign the customer token. Until the token is signed, visitors are treated as anonymous. To make a new secret later, open the channel under [Channels](chatty:channels), choose **Who and where**, then **Make a new secret**. ## Change a channel Your channels are listed one to a row, with whether each is live. With more than one [workspace](chatty:workspaces), the folder button on a row moves the channel to another workspace. Click a channel, or its pencil, to open it in a window. It has five tabs: - **Who and where**: the name, whether it is on a website or inside an app, its status (**Active** or **Paused**), the websites allowed to show it, and for an app how the token is signed. - **Look**: the title, the subtitle, the colours, which side of the page it sits on, a picture, the hint in the message box and the first message customers see. The preview in the corner updates as you type. - **How it answers**: the suggested questions, up to six, and the message shown when Chatty is paused or you have run out of credits. - **Knowledge**: what this chat can answer from. **This chat can use** lists the sources its visitors can be given answers from. **Not available to this chat** lists the rest and says why: a source for signed-in customers is not offered on a website channel, where visitors are anonymous, and a team-only source is never offered to customers. Add or change sources in [Knowledge](chatty:knowledge). - **Install**: the code to copy. Paste it just before the closing `` tag on every page, or click **Email it to my developer**. It does not slow the page down. For an app channel, your developer also needs to sign the customer token. This tab has an example, and a step-by-step guide can be downloaded from the channel settings. The secret or private key stays on your server and never goes in the page. ## Replace the key The install code holds a key, which only identifies the channel and works only on the websites you listed. Like a password, it is hidden until you click **Show key**, and **Copy code** always copies the real code. You rarely need to touch it. To replace it, open the **Install** tab, expand **Advanced**, add a new key, put the new code on your site, then **Revoke** the old key. Nothing breaks while both work. ## Pause a channel Set the status to **Paused** in **Who and where** to stop a chat window without removing it. Switch it back to **Active** when you are ready. The channel's card shows **Live** while it is active. ## Who can use it Owners and admins. ## Knowledge Source: https://askmychatty.com/help/knowledge Knowledge is everything Chatty answers from. The more accurate it is, the better the answers. Chatty only answers from what is here, and says so when it does not know. [Open Knowledge](chatty:knowledge) ![Knowledge: 1 how much room you have, 2 your sources and who each is for, 3 add a source, 4 questions Chatty could not answer.](figure:knowledge) ## Add knowledge Click **Add knowledge**. Two steps follow. 1. **What should Chatty read?** Choose a tab: - **Website**: type your website address and click **Find pages**. Chatty lists the pages it found, grouped by section. Tick the ones that matter. The counter shows how many pages your plan reads at a time. - **Documents**: drag files in or choose them. PDF, Word, text, Markdown, CSV or HTML. - **YouTube**: a video, a playlist or a channel. Click **Find videos** and tick the ones to read. - **Written answers**: write a question and the answer in your own words, then **Add this answer**. Customers get it word for word, and it comes first when it matches. 2. **Who gets answers from it?** Choose the audience, below, then click **Add and read**. Nothing is read until you do. Chatty uses every source meant for customers on every channel. You do not have to connect a source to anything. ## Choose who gets the answers Every source has an audience: - **Everyone**: customers on your website and in your app. - **Signed-in customers**: only customers signed in to your app. Visitors on a website never get these answers. - **Team only**: kept for your team. Chatty does not use these to answer customers. Change it any time: open the source and choose again. To change which pages or videos a website or YouTube source reads, click **Choose pages** or **Choose videos** on its page. ## Open, rename or remove a source Click a source, or the pencil at the end of its row, to open it. To rename it, click its name at the top and type; press Enter or click away to save. It has two tabs: - **Detail**: the source's status, who gets answers from it, **Choose pages** or **Choose videos** for a website or YouTube source, **Read it again now**, and **Remove**. - **Documents**: every document read from the source, with its size and status. For files you uploaded, add more here. ## Keep it fresh On the **Detail** tab, click **Read it again now** after you change a page. Websites are also read again automatically, as often as your plan allows. On the **Documents** tab, you can see when each document was read. ## Questions it couldn't answer When a customer asks something Chatty cannot answer, it is listed here with how often it was asked. Click **Write the answer**, type what a customer should be told, and **Save as an answer**. Every channel can use it from then on. Use **Not for Chatty** for questions that do not belong here. You can also teach Chatty from a reply: tick **Save as an answer for next time** when you reply in the [Inbox](chatty:inbox). ## How much room you have The usage bars show how much text is indexed, how much is stored and how many sources you have, against what your [plan](chatty:plan-usage) includes. ## Workspaces If you have more than one workspace, Knowledge shows the one you picked. New sources go into it. Use **Show every workspace** to see them all. Workspaces are set up under [Workspaces](chatty:workspaces), where you can also move a source to another one. ## Who can use it Owners and admins can add and change knowledge. ## Skills Source: https://askmychatty.com/help/skills A skill is a short piece of guidance in your own words: how you handle a kind of problem, what tone to use, or what to say about a particular topic. Skills advise Chatty. They never give it access to anything. [Open Skills](chatty:skills) ## Write a skill 1. Click **New skill**. Two steps follow. 2. **Name it.** Give it a **name** your team will recognise, such as "Refund requests", and if you like a one-line **description**. 3. **Write the guidance.** Say when it applies, for example "when a customer asks about refunds", and what Chatty should do, in plain instructions. Chatty can help you draft it. Do not put passwords or keys in a skill. They are refused. 4. Click **Create skill**. Every skill is Chatty's: it reads the skills of its workspace, and those that apply to every workspace, before every answer. There is nothing to tick. A skill belongs to the workspace you were in when you wrote it, or to every workspace if you were looking at all of them. Move it with the folder button on the Skills list, see [Workspaces](chatty:workspaces). To keep a skill without using it, switch it off with the switch on the Skills list. ## Change a skill safely Every save can be a new version. Add a short note on what changed and choose whether to make it the active one. The **Versions** list keeps the earlier ones. You can compare any two, and **Activate** an older one if a change did not work out. ## Tips - One skill, one job. Short skills work better than long ones. - Say what to do, not only what to avoid. - After a change, ask Chatty a question on your own site to see the difference. ## Who can use it Owners and admins. ## Workspaces Source: https://askmychatty.com/help/workspaces A workspace holds the channels, knowledge, skills and tickets of one brand or product. Most organisations need only the default one, called General. If you run two brands, give each its own workspace so one brand's documents never turn up in the other's lists. ## When to use more than one Use one workspace for each brand or product that should have its own chat window and its own answers. For example, a company with two products, SavePosty and AskMyChatty, makes two workspaces. Each has: - its own **channel**, the chat window on that product's website, with its own look and install code; - its own **knowledge**, so SavePosty's chat answers from SavePosty's documents and never from AskMyChatty's; - its own **skills**, the guidance on how that product handles refunds and the like; - its own **tickets**, numbered from 1 in each workspace. Your people, your plan and your credits are shared by every workspace. If you only have one brand, you do not need to do anything: leave everything in General. A workspace is not the same as an [organisation](chatty:organisation). An organisation is the whole account with its own people and plan. A workspace is one brand inside it. [Open Workspaces](chatty:workspaces) ## What is in each workspace Every workspace shows how many channels, knowledge sources, skills and open tickets it holds, and the names of the first few of each. Click a count to open that screen inside the workspace. A skill that applies to every workspace is not counted in each one: it is mentioned under the workspace as shared. ## Add, rename or delete one - **New workspace** makes an empty one. How many you can have depends on your [plan](chatty:plan-usage). - The pencil renames it. Customers never see a workspace's name. - The bin deletes it. A workspace must be empty first, so move its channels, knowledge and skills out. The default workspace cannot be deleted. ## Choose the one you work in The box at the bottom of the menu reads **Workspace:** and the name of the one you are working in. Click it to switch. Owners and admins can also choose **All workspaces** to see everything at once. When you add something while looking at all of them, it goes into the default workspace. Pick the workspace first to add to another. ## Move something to another workspace Each channel, knowledge source and skill has a folder button, shown when you have more than one workspace. Click it and choose where it goes. - A **channel** keeps its keys and install code, so the page that embeds it carries on working. Its past conversations, leads and tickets stay where they were. - A **knowledge source** moves with its documents. What Chatty knows does not change, because that is decided by what is attached to it. - A **skill** can also be moved to **Every workspace**, so every workspace uses it. ## Who can use it Owners and admins. Everyone in the organisation can see every workspace. ## Team Source: https://askmychatty.com/help/team Team is where you choose who can do what. Your organisation's name and how your emails look to customers are on [Organisation](chatty:organisation). [Open Team](chatty:team) ## Invite someone 1. Click **Invite someone**. 2. Type their email and choose a role. 3. Click **Create invitation**. Chatty emails the invitation. If email is not set up, copy the link and send it yourself. The link works once and expires in 7 days. Until the person joins, the invitation shows under **Invitations**, where you can **Withdraw** it. ## Roles - **Owner**: everything, including billing and renaming the organisation. - **Admin**: sets up channels, knowledge, skills and the team, and sees plan, usage and activity. - **Responder**: works the [Inbox](chatty:inbox), [Tickets](chatty:board) and [Leads](chatty:leads). - **Member**: can look but not change. Change someone's role in the **People** list. ## Groups A group is a team of people, such as "Billing support". Make one with **New group** and choose its members. A ticket can then be assigned to the group, not only to one person. ## Workspaces Workspaces have their own screen: [Workspaces](chatty:workspaces), under Set up. ## Who can use it Admins and owners. ## Organisation Source: https://askmychatty.com/help/organisation Your organisation is the account everything else belongs to: your people, workspaces, channels, knowledge and plan. This screen holds its name and how the emails Chatty sends on your behalf appear to customers. [Open Organisation](chatty:organisation) ## Name Type a new name and click **Rename**. Your team sees it in the menu under your name. Customers do not see it, except in the sending name of an email if you leave that at its default. ## How your emails look to customers - **Name your emails are sent as**: customers see this as the sender, in front of the address, for example `acme@mail.askmychatty.com`. Leave it empty to use the default made from your organisation's name. No two organisations can share a name. - **Where customers' replies go**: when a customer replies to an email, the answer goes to this address, for example `support@yourcompany.com`. Until you choose one, it goes to the person who wrote the email. ## Switch to another organisation If you belong to more than one organisation, the menu under your name lists them. Click one to switch, or choose **New organisation** to make another. See [Settings](chatty:preferences). ## Who can use it Admins and owners can open it. Only an owner can change anything on it. ## Billing Source: https://askmychatty.com/help/billing Billing shows your plan, what it costs and your payments. Payments go through PayPal. Find it in the left menu under **Settings → Billing**. Only owners see it. [Open Billing](chatty:billing) ## Your free trial You start with a free trial. A credit card is required to begin your free week. You are not charged: you may see one small payment listed after the free week, but Chatty cancels it the moment you come back, and nothing renews. The screen shows when the trial ends. Everything you set up is kept. Choose a plan below before then to carry on without a break. If the trial or a subscription ends, nothing is deleted, and you can choose a plan later and carry on. ## Choose a plan Pick a plan and a billing cycle, then approve the payment at PayPal. If you close PayPal without approving, nothing changes. A payment can take a few seconds to confirm. The screen has a **Check now** button if it seems stuck. ## Change plan Choose another plan. The screen tells you the date it starts and what you will pay next. If PayPal asks you to confirm, click **Confirm at PayPal**. Until you do, nothing changes. **Keep my plan** cancels a change you have not yet started. ## Cancel Click **Cancel subscription**. You keep the plan until the end of the period you paid for, then your data is kept and the plan ends. There are no refunds for the current period, so cancel before the next payment if you do not want to renew. ## A payment that failed If a payment did not go through, a banner says so. PayPal tries again. Fix the payment method in PayPal to avoid an interruption. ## Who can use it Owners only. ## Plan & usage Source: https://askmychatty.com/help/plan-usage This screen shows what your plan includes and how much of it you have used. Find it in the left menu under **Settings → Plan & usage**. [Open Plan & usage](chatty:plan-usage) ![Credits: 1 the bar shows how much of this month's credits is used.](figure:credits) ## Credits Credits pay for Chatty's answers. Your plan adds a set number each month. They renew every month and do not carry over, so unused credits do not roll into the next month. The screen shows how many are **left**, how many were **added** this month and how many you have **used**. When you have used 80%, a banner warns you on [Home](chatty:home). If you run out, Chatty cannot answer new messages until the credits renew or you upgrade, and customers see the message you wrote under [Channels](chatty:channels). Click **Upgrade** or **Choose a plan** to fix this straight away. Home also shows a chart of the credits used each day, so you can see what drives it. ## What your plan includes The **Included** list shows the capacity of your plan: how much knowledge you can store, the largest file, how many sources, how many pages of a website Chatty reads, and how often websites are read again. ## Limits Capacity is checked when you invite a person or add a workspace. If you change to a smaller plan, what you already have stays available. ## Who can use it Admins and owners. To change plan, open [Billing](chatty:billing). ## Activity Source: https://askmychatty.com/help/activity Activity is a record of every change in your organisation. Use it to answer "who changed that?" Find it in the left menu under **Settings → Activity**. [Open Activity](chatty:activity) ## What you see Each line shows **when** it happened, **who** did it, **what** was changed and a short summary of the change. A line is marked **Added** for something new and **Changed** for an edit. ## Choose a period The buttons above the list choose how far back to look: **Last 24 hours**, **Last 48 hours**, **Last week** or **Last month**. Choose **Custom** to pick the first and last day yourself. The page opens on the last week. It tells you how many changes the period holds. The list shows the latest 500 at most, so if a period has more, choose a shorter one to see the rest. ## When it helps - A channel stopped working: see who changed its settings. - An answer changed: see who edited a skill or a knowledge source. - A new person has access: see who invited them. Activity is read-only. Nothing here can be edited or removed. ## Who can use it Admins and owners. ## Settings Source: https://askmychatty.com/help/preferences Open **Settings** from the menu under your name at the top right. It lists everything you can change for your account, based on your role. If a setting is missing, your role does not include it. Ask an owner or admin under [Team](chatty:team). [Open Settings](chatty:preferences) ## Switch organisation or workspace If you belong to more than one organisation, the menu under your name lets you switch, and the organisation you are in is written under your name. You can also choose **New organisation**. To change workspace, use the **Workspace:** box at the bottom of the menu: pick one, or look at all of them. See [Workspaces](chatty:workspaces). ## Dark mode The moon button at the top switches between light and dark. ## Sign out Use **Sign out** in the same menu. ## Install the chat window Source: https://askmychatty.com/help/install-widget The chat window is one small script. It loads without holding your page up, keeps its styles to itself so it cannot clash with yours, and answers from your [knowledge](chatty:knowledge). You need a [channel](chatty:channels) first: it gives you the key and the snippet. ## 1. Get your snippet ![The chat window on a website: 1 the title and subtitle you chose, 2 an answer, with its Source button underneath, 3 suggested questions and the way to a person, 4 where the customer types, with emoji and dictation beside it.](figure:widget) 1. Open [Channels](chatty:channels) and choose your channel. 2. Open the **Who and where** tab and list your website under **Websites allowed to show it**, for example `https://www.example.com`. The chat window works only on listed sites. 3. Open the **Install** tab and copy the snippet. ## 2. Paste it into your site Paste it just before the closing `` tag, on every page where the chat window should appear: ```html ``` Always copy the real snippet from your channel. It has your own key and address. The key is not a secret: it sits in your page and only works on the sites you listed. For a single-page app, call `Chatty.init` once when the app starts, not on every route change. ## What your customers can do - **Add an emoji** from a small set beside the message box. - **Dictate** by pressing the microphone button and speaking. The words appear in the box and the customer can fix them before sending. This uses the browser's own speech recognition, so it works in Chrome, Edge and Safari, and the button is hidden where the browser cannot do it. The browser listens, not Chatty, and Chatty stores no audio. In some browsers the browser's maker processes the speech, so say so in your privacy notice. If your website sends a `Permissions-Policy` header that switches the microphone off (`microphone=()`), the browser never asks the customer, so the button is hidden. To offer dictation, allow it for your own pages: `Permissions-Policy: microphone=(self)`. - **Attach a picture**, such as a screenshot, with the paperclip button, by pasting it into the box, or by dropping it on the window. This is available on paid plans, and only when the model that answers can read images; the button is hidden otherwise. A customer can send PNG, JPEG or WebP files up to 5 MB, with up to 3 pictures in one message. Chatty reads each picture when it is sent, and your team sees it in the [Inbox](chatty:inbox) with a short note on what it shows. Location data that a phone puts in a photo is removed before the picture is kept, and the file is deleted 30 days after the conversation is closed. - **Use the menu** (the three dots at the top): minimise the chat, expand the view, download the transcript as a text file, open **Previous conversations** to read an earlier one again, or start a new conversation. - **See where an answer came from** by opening **Source** under it. It lists the pages the answer used. - **Ask for a person** at any time from the link under the box. ## Options | Option | What it does | |---|---| | `key` | Your channel's key. Required. | | `api` | Chatty's address. Already filled in by the snippet. | | `mode` | `"website"` for anonymous visitors, `"app"` for signed-in customers. | | `userToken` | For `"app"`: the token your server signs, so Chatty knows who the customer is. See [Identify your signed-in customers](/help/identify-customers). | | `context` | What the customer is looking at: `{ url, route, title, entity }`. Chatty uses it to answer "where do I find this?". | | `open` | Set to `true` to open the window straight away. | ## Control it from your code `Chatty` is the only name the script adds to your page. | Call | What it does | |---|---| | `Chatty.open()` and `Chatty.close()` | Show or hide the window, for example from your own "Help" button. | | `Chatty.isOpen()` | Returns `true` while the window is open. | | `Chatty.send("text")` | Puts a message in the box, ready for the customer to send. | | `Chatty.setContext({ route, title })` | Tells Chatty the customer moved to another page. Call it on every route change in an app. | | `Chatty.identify(token)` | Gives Chatty a new user token, for example after sign-in. Pass `null` on sign-out. | | `Chatty.destroy()` | Removes the chat window. | ```js document.querySelector('#help-button').addEventListener('click', function () { Chatty.open(); }); ``` ## Events Listen with `Chatty.on(name, function (payload) { ... })` and stop with `Chatty.off`. | Event | When | Payload | |---|---|---| | `ready` | The window is loaded. | none | | `open` and `close` | The customer opens or closes it. | none | | `message` | A message was sent or received. | `{ role, text }` where role is `user`, `assistant` or `person` | | `rating` | The customer rated an answer. | `{ messageId, rating }`: 1 helpful, -1 not helpful, 0 cleared | | `handover` | A conversation was handed to your team. | `{ ticketNumber }` | | `error` | Something went wrong. | `{ code }` | Use them to send an event to your own analytics, or to open your support form when `handover` fires. ## If it does not show - **Nothing appears:** check that your website is listed on the channel exactly as in the address bar, with `https://` and no trailing path. A page on any other address is refused. - **It says Chatty is not available:** the channel is paused, or you have run out of credits. See [Plan & usage](chatty:plan-usage). - **A content security policy blocks it:** allow the script address under `script-src` and Chatty's address under `connect-src`. - **Several chat windows:** call `Chatty.init` once. Calling it again replaces the window. ## Identify your signed-in customers Source: https://askmychatty.com/help/identify-customers An in-app chat window needs one thing from your product: a small signed token that says who the signed-in customer is. It takes about fifteen minutes and one short piece of code on your server. Chatty cannot see inside your product. The token is how your server vouches for the customer, so Chatty can: - put their name and email on any ticket; - recognise the same person next time, on any device; - show them the help written only for signed-in customers. Without a valid token a visitor is treated as anonymous, whatever the page says. ## Before you start 1. In [Channels](chatty:channels), click **Add a channel** and choose **Inside an app**. The channel is made **Active**, with a secret. 2. On the last step, copy the secret. It is shown once. To make a new one later, open the channel, go to **Who and where**, and click **Make a new secret**. 3. Keep the secret on your **server only**. Never put it in the page, the app bundle or a repository. 4. Note the channel's **audience**. It is the channel's id unless you set your own. Prefer not to share a secret? Choose **Public key (RS256)** on the channel instead, sign with your private key, and Chatty only ever holds the public half. ## Step 1: sign the token on your server When a signed-in customer opens a page that shows the chat window, your server creates a token. It must: - be signed with **HS256** using your secret (or RS256 with a private key); - carry the customer's id as `sub`, and optionally `name`, `email` and any extra facts you want Chatty to know, such as `plan`; - name the channel in `aud`; - expire soon. An hour is plenty (`exp`). ### Node.js ```js import jwt from 'jsonwebtoken'; const token = jwt.sign( { sub: user.id, name: user.name, email: user.email, plan: user.plan }, process.env.CHATTY_SECRET, { algorithm: 'HS256', audience: 'YOUR-CHANNEL-ID', expiresIn: '1h' } ); ``` ### .NET ```csharp using System.IdentityModel.Tokens.Jwt; using System.Security.Claims; using Microsoft.IdentityModel.Tokens; var key = new SymmetricSecurityKey(Encoding.UTF8.GetBytes(Environment.GetEnvironmentVariable("CHATTY_SECRET")!)); var token = new JwtSecurityTokenHandler().WriteToken(new JwtSecurityToken( audience: "YOUR-CHANNEL-ID", claims: [new Claim("sub", user.Id), new Claim("name", user.Name), new Claim("email", user.Email), new Claim("plan", user.Plan)], expires: DateTime.UtcNow.AddHours(1), signingCredentials: new SigningCredentials(key, SecurityAlgorithms.HmacSha256))); ``` ### Python ```python import os, time, jwt # pip install pyjwt token = jwt.encode( {"sub": user.id, "name": user.name, "email": user.email, "plan": user.plan, "aud": "YOUR-CHANNEL-ID", "exp": int(time.time()) + 3600}, os.environ["CHATTY_SECRET"], algorithm="HS256") ``` ### PHP ```php use Firebase\JWT\JWT; // composer require firebase/php-jwt $token = JWT::encode([ 'sub' => $user->id, 'name' => $user->name, 'email' => $user->email, 'plan' => $user->plan, 'aud' => 'YOUR-CHANNEL-ID', 'exp' => time() + 3600, ], getenv('CHATTY_SECRET'), 'HS256'); ``` Any language with a JWT library works the same way. ## Step 2: give the token to the chat window Add the token to the install snippet. Your server puts it into the page, so it is new on every page load: ```html ``` See [Install the chat window](/help/install-widget) for every option. If the customer signs in after the page has loaded, call `Chatty.identify(token)`. ## Step 3: check it works 1. Sign in to your product as a test customer and open the chat window. 2. Ask a question. In the [Inbox](chatty:inbox) the conversation shows the customer's name and email, marked as signed in. 3. Open the chat window while signed out. The visitor should be anonymous. ## If it does not work - **Shown as anonymous when signed in:** the token is missing, expired, signed with the wrong secret, or its `aud` is not the channel's audience. Chatty does not say which, on purpose. - **Works for a while, then stops:** the token expired. Create a fresh one each time the page loads. - **You lost the secret:** open the channel and choose **Make a new secret**. Update your server with it. The old one stops working. ## Keep in mind - Put only what Chatty needs in the token. Everything in it is stored with the customer's record in Chatty. - Never log the token, and never put the secret in front-end code. ## Connect Claude, ChatGPT or your editor Source: https://askmychatty.com/help/connect-an-assistant Chatty has a help desk (tickets, and an AI that answers your customers) and a knowledge base. Once you connect an assistant you already use, you can run that help desk from inside it: "show me the open tickets assigned to me", "what do we say about refunds?", "add this answer to the knowledge base". Connecting takes about two minutes. Chatty's address for assistants is: ``` https://mcp.askmychatty.com/mcp ``` You sign in to Chatty in your browser as part of connecting. Nothing is typed into the assistant itself: no password, no key. ## What an assistant can and cannot do | It can | It cannot, ever | |---|---| | Find and read tickets and their comments | Delete anything | | Search your knowledge base and see the questions Chatty could not answer | Change billing, members, keys or secrets | | Create tickets, add notes, change a ticket's status, priority, labels or assignee | Change how Chatty is set up | | Add an answer to your knowledge base | Send an email or message to one of your customers | It acts **as you**, with **your role**. If you cannot do something in Chatty, your assistant cannot either. | Your role | What your assistant can do | |---|---| | Member | Search the knowledge base and see unanswered questions | | Responder | The above, plus work tickets | | Admin or Owner | The above, plus add answers to the knowledge base | ## Connect ### Claude (the app or claude.ai) **On a Pro or Max plan** 1. Open **Customize → Connectors**. 2. Click **+ Add**, then **Add custom connector**. 3. Name it `Chatty` and paste `https://mcp.askmychatty.com/mcp`. Click **Continue**. 4. Leave the sign-in settings as Claude detected them. If asked how Claude should identify itself, choose **Use Claude's published identity (Recommended)**. Click **Add**. 5. Click **Connect** next to Chatty. A Chatty page opens in your browser. Continue with [What you will see](#what-you-will-see). **On a Team or Enterprise plan**, an Owner of your Claude organisation adds it once: 1. Open **Organization settings → Connectors**, click **Add**, hover over **Custom**, then choose **Web**. 2. Name it `Chatty`, paste the address, click **Continue**, and finish with **Add**. Everyone else then opens **Customize → Connectors**, finds **Chatty** and clicks **Connect**. To use it in a conversation, click **+** at the bottom left of the chat box, choose **Connectors**, and switch Chatty on. ### Claude Code In a terminal: ``` claude mcp add --transport http chatty https://mcp.askmychatty.com/mcp ``` Start Claude Code, type `/mcp`, choose **chatty** and follow the sign-in in your browser. ### ChatGPT Add Chatty **on the web, at chatgpt.com**. Once added there, it also works in the ChatGPT desktop and Codex apps. 1. Open **Plugins** (in the menu on the left, or under **Settings → Plugins**). 2. Click **Add** (top right), then **Add custom MCP server**. 3. Enter the name `Chatty`. Under **Connection**, keep **Server URL** selected and paste `https://mcp.askmychatty.com/mcp`. 4. For **Authentication** choose **OAuth**. 5. Open **Advanced OAuth settings** and check **Default scopes**: both `chatty.read` and `chatty.write` should be ticked. Leave everything else as ChatGPT found it. Do not enter a client ID or secret: Chatty does not use one. 6. Tick **I understand and want to continue**, then **Create as a plugin**. 7. Click **Connect Chatty**, check the organisation and what it may do, then **Allow**. In a conversation, type `@` and choose **Chatty**, or ask for it by name ("using Chatty, ..."). ChatGPT asks you to confirm anything that changes data. Chatty marks every tool that only reads, so those do not ask. Good to know: - **Add it on the web, not inside the Codex app.** Some versions of the Codex desktop app fail when you add a custom server there. The plugin you add at chatgpt.com shows up in Codex anyway. - **ChatGPT remembers its settings from when the plugin was added.** To change them, uninstall the plugin under **Settings → Plugins → Chatty** and add it again. Reconnecting alone keeps the old settings. ### Grok 1. Go to **grok.com/connectors**. 2. Click **New Connector**, then **Custom**. 3. Paste `https://mcp.askmychatty.com/mcp` as the server address and continue. Grok registers itself with Chatty, so there is no client ID or key to enter. 4. Chatty's page opens (allow pop-ups from grok.com if nothing appears). Check the organisation and what it may do, then **Allow**. ### Gemini CLI ``` gemini mcp add --transport http chatty https://mcp.askmychatty.com/mcp ``` Start Gemini CLI and run `/mcp auth chatty`. A browser window opens for the sign-in. Run `/mcp` to confirm Chatty shows as connected. ### Visual Studio Code Add Chatty to your `mcp.json` (in your project's `.vscode` folder, or your user configuration) as a server of type `http`: ```json { "servers": { "chatty": { "type": "http", "url": "https://mcp.askmychatty.com/mcp" } } } ``` Start the server from VS Code's MCP server list and follow the sign-in that opens in your browser. ### Cursor Add Chatty to your Cursor `mcp.json` (the global one is `~/.cursor/mcp.json`) as a remote server: ```json { "mcpServers": { "chatty": { "url": "https://mcp.askmychatty.com/mcp" } } } ``` ### Anything else that supports MCP Choose the **remote**, **HTTP** or **streamable HTTP** type, give it `https://mcp.askmychatty.com/mcp`, and let it sign in with OAuth. Chatty supports the standard OAuth sign-in for MCP, including clients that register themselves, so there is nothing else to configure. ## What you will see Whichever assistant you used, a page from Chatty opens in your browser and asks you to sign in if you are not already. Then: 1. **Who is asking.** It names the assistant and shows where you will be sent back to. 2. **Organisation and workspace.** Choose which organisation, and either all your workspaces or just one. An assistant limited to one workspace cannot see or change anything in the others. 3. **What it may do.** **Read** is always on. **Make changes** is on when the assistant asked for it and your role allows it. Switch it off to make this connection read-only. 4. **Allow.** You are sent back to the assistant, which is now connected. If the page says it returns to "an app on your own computer", that is normal for editors and command-line tools. Only continue if you started the connection yourself. ## Try it - "List the open tickets assigned to me in Chatty." - "What does our knowledge base say about refunds?" - "Which questions did Chatty fail to answer this week?" - "Create a ticket in Chatty: customer cannot download their invoice, priority high." - "Add this to our Chatty knowledge base: 'Do you ship to Canada?' Yes, in 5 to 7 working days." ## Seeing and removing connections Open [AI connections](chatty:ai-connections) in Chatty. Each connection shows what it can do, when it was last used, how many calls it made today and whether it was ever slowed down. **Disconnect** stops it at once. It will have to ask you again. ## Fair use An assistant that makes a very large number of calls in a minute is asked to wait a moment. The limits are 120 calls a minute for one connection and 600 for a whole organisation. Normal use never reaches them. If an assistant says "too many requests", it carries on by itself within a minute. ## If something does not work | What you see | What it means | What to do | |---|---|---| | The assistant says it needs to sign in again | The connection was disconnected, or the sign-in expired | Connect again from the assistant's connectors list | | "Your role does not allow this" | Your role in that organisation cannot do it | Ask an Admin, or check which organisation you chose | | "Your organisation's plan does not include..." | The help desk or knowledge base is not on your plan | An Owner can change the plan under [Billing](chatty:billing) | | It can read but not make changes | **Make changes** was off when you connected | Disconnect and connect again with it on. In ChatGPT, uninstall the plugin, add it again and check `chatty.write` is ticked | | ChatGPT keeps asking you to reconnect | The plugin kept old settings | Uninstall the plugin and add it again | | "OAuth authorization response issuer does not match the expected issuer" (Codex app) | A problem in some versions of the Codex desktop app | Add Chatty at chatgpt.com instead | | A search finds nothing | The knowledge base is empty, or the answer has not been read yet | Add sources in [Knowledge](chatty:knowledge). New answers are usually ready within a minute | | The browser shows "can't reach this page" after Allow | Some tools use a page on your own computer to receive the result, and it was closed | Start the connection again and leave it open | | The assistant cannot find Chatty | The address is wrong | Copy `https://mcp.askmychatty.com/mcp` again, with no spaces | Still stuck? Write to hello@askmychatty.com and tell us which assistant you used and what it said. ## A word on safety - Only connect an assistant to Chatty at the address above. A connector for an address you do not recognise is not ours. - Text written by your customers (ticket titles, comments, questions) reaches your assistant too. Chatty labels it as customer text, but as with anything an assistant reads, be careful before asking it to act on instructions that appear inside it. - Chatty never gives an assistant your password, and you can disconnect at any time. ## AI connections Source: https://askmychatty.com/help/ai-connections You can connect your own AI assistant, such as Claude or ChatGPT, to Chatty. The assistant then works your tickets and knowledge on your behalf. It acts as you, with your role, and you can disconnect it at any time. [Open AI connections](chatty:ai-connections) ## Connect an assistant 1. In your assistant, add Chatty as a connector. 2. When it asks, approve the connection in Chatty. 3. It now appears in the list. The list shows whether it can only read or can also make changes. A role that cannot make changes in Chatty cannot make them through an assistant either. ## What you see Each connection shows the assistant, who connected it, which workspace it works in, its access (**Read only** or **Read and make changes**), when it connected and when it was last used. It also shows how many calls it made today. ## Limits Each assistant is limited to a number of calls a minute, so one assistant cannot overwhelm the system. If an assistant goes over, it is asked to wait and try again. Nothing is lost. If it keeps happening, check what the assistant is doing. ## Disconnect Click **Disconnect** on a connection. The assistant stops working straight away.