Advanced Training: Admin Live Chat

Information is provided by Manychat:

 

ManyChat Live Chat is a tool that allows you to communicate with your contacts via Messenger or SMS right in ManyChat. It allows you to jump in a conversation and answer the questions, manage contacts’ data manually (add Tags, subscribe to Sequences, add Custom Field value, etc.), and send them messages.

NOTE: Effective December 10, 2020, new Free accounts will be limited to 1,000 contacts, which include subscribed, unsubscribed, and deleted contacts. Once the 1,000 contact limit is reached, Free accounts will no longer be able to send messages to their contacts through configured automations, Live Chat, and Broadcasts. To continue using Live Chat once this contact limit is reached on the Free plan, the Free account will need to be upgraded to Pro.

Live Chat Behavior

Live Chat Behavior allows you to set 2 options for Live Chat:

  • “Any message starts a conversation” option opens a new chat in the Live Chat section with any message from a contact (except for Keywords).
  • “Conversation should be opened explicitly” opens Live Chat with subscribed contact -only when they perform an Action attached to a Button or Quick Reply (also can be started by an Admin when needed).

Go to Settings –> Live Chat to manage the behavior.

If you select the second option, the conversation will be opened only when “Open Conversation” Action is performed, otherwise it will be always marked as Done.

To do so you’ll need to add ‘Notify admin’ and ‘Mark conversation as Open’ actions in the needed place of the flow, so you’ll be notified about this action, and the conversation will appear in ‘Open’ folder of your Live Chat.

Overview

Live Chat Section consists of three columns: the list of your contacts, omni-channel conversation and contact panel. The page icon nearby allows you to see assigned conversations (in case it was assigned to you, you will see it there as well as your teammates’ ones).

You can switch between Opened and Done conversations with the drop-down menu under the Live Chat header and sort them (Newest/Oldest). Select the desired contact to see the conversation.

In the middle column, you’ll find the conversation itself. You can assign it to someone and reopen it in case it was closed. Your bot messages are marked with the bot icon and can be hidden with the icon on the top. This allows you to find all the messages sent by page admins.

In the right column (Contact Panel) you can see all the information your bot collected during all past conversations and it allows you to:

  • See contact’s information (profile picture, full name, status, gender, language, timezone)
  • See all channels history (Messenger&SMS)
  • Manage Tags
  • Subscribe and unsubscribe from Sequences
  • See how this contact opted in
  • Manage Custom User Fields values
  • Unsubscribe this contact, download and delete their data

Please note: you will able to see SMS chat if you: enabled SMS channel in settings and your particular contact has a phone number (in system field) and got action “SMS opt-in”. SMS feature is paid: 0.01$ for outgoing SMS (incoming messages are free).

Threads

By default, threads are displayed according to the time of the last message from the contact – you’ll find the latest dialogues with recent activity on top and earlier ones will be placed below. Every time you reply to the contact, the conversation will be automatically moved to the top of the list.
Timestamps indicate the time of the last message that was manually sent by the contact. If the contact did not write anything to the page, just clicking buttons in the bot’s flows – there will be no timestamp at all; these dialogues will be displayed under conversations with manual activity from contact:


NOTE: If your timestamps are zeroed out without any interaction from the contact’s side, it most probably means that you’ve interacted with the conversations by closing/reopening them.
This is a known bug and we’re currently working on it, however, there’s no ETA for now of when it will be fixed. Hope for your understanding!
Assignments

Use the drop-down menu as shown below to assign the conversation to yourself or to one of your teammates (use the same menu to unassigned it). You can track all the assignments in a drop-down menu next to the Section header on the top-left.

Pause Automation

This option allows you to stop all bot messages while you communicate with your contact. As soon as you message them back, 30 minutes pause is activated and your contact will only receive manually sent messages from an admin for 30 minutes. Keywords won’t be triggered during this period. When the pause is on, you will see the pause icon on the contact’s profile picture in the conversations list and you will be able to increase the pause duration or disable it whenever you want in the Contact Panel.

Also, when the Pause is enabled, if the subscribed contact was in the Flow at the time, all the messages will be sent to the end of the Flow or the closest interruption: for example, Delay or Smart Delay.
If the Delay is activated during the time of Pause Automation or even before it, the messages following the Delay will be sent only at the end of Pause Automation.

Search

Thousands of threads is not a problem, you can search through all the conversations and jump in the desired message to see the details. 2 symbols are quite enough to start searching. Unfortunately, special symbols are not included (you won’t be able to use $, &, %, etc.).

Notes

Notes help you to manually mark your contacts, add a description, and other notes to share some information between your team members, or add some clarifications/reminders for yourself. Use the Notes tab to add some information. Only Page admins can see the Notes.

Mentions in Live Chat Notes 

Just start typing @ in the Live Chat Notes section to mention one of your team members and notify them. If you’re the only admin, you can always mention yourself to receive a reminder in Messenger.

Hide Messages from Bot

This feature hides all the automation messages in the conversation so that you can focus only on the messages your contacts manually typed to your page.

Note: ‘Hide messages from bot’ feature also hides the Keywords and button clicks from your contacts. This happens, because such messages are also part of the automation.

Send Flow

This feature lets you send a specific Flow to the subscribed contact without having to create additional automation. To do that, just click the ‘Send Flow’ icon at the bottom of the conversation, then select a Flow and click ‘Send This Flow’:

Once the Flow is sent, you will see a ‘Flow sent’ system message with the flow’s name in the contact’s conversation:

NOTE: if ‘Pause Automation’ is on, it will be automatically deactivated once you send a Flow:

Content Types

Now your messages can have a content type tag that would match them. That way, you can reach out to people using a non-promotional (post-purchase update, confirmed event update, account update), promotional (), or OTN content tag. This allows you to send messages to people that are otherwise outside of the 7-day messaging window and may have not received your promotional or OTN content. The 7-day messaging window allows you to send messages to people via Live Chat, but once that window expires (i.e. after 7 days of that subscribed contact not interacting with your bot in any manner) – you will only be able to send them messages with non-promotional or OTN content type.

Please note: Facebook Message Tags, Paid Messages, and One-Time Notifications (OTN) are ManyChat Pro features.

You can also send a one-time notification to a  contact who agreed to receive it but ended up not getting it via automation.
More info about Content Types and One-Time Notifications can be found in the linked articles.

Mobile support

Live Chat is supported on mobile devices which means you can manage your conversations in a browser on your mobile device from almost anywhere. Go to manychat.com on your mobile device to manage conversations.

You can also download the ManyChat app for iOS here –   it allows you to handle Live Chat conversations as well, plus you can manage contacts’ data like Tags, Sequences, Custom Field value, etc. More functionality is on the way!

Android app is in development now – we’ll provide further information very soon!

Personas

Please note: This feature has moved to the Messenger tab in settings as it is supported only in the Messenger channel.

This feature allows you to personalize conversations in your bot. Enable it in Settings to let your contacts know who replies back — once you activate it, your contacts will be able to see the agent name and their profile picture which will be auto-populated from Facebook.

This is useful for a variety of use cases, such as customer care (especially when you have several team members you collaborate with). Personas will help you to make the conversations more transparent and build a better customer experience.

Snippet

The Snippets are pre-populated answers you can send to your subscribed contact in the Live Chat with just one click. This is perfect for answering frequently asked questions you already have replies to and don’t want to spend time typing the same information again and again.

To set up a Snippet, head to Settings => Live Chat and scroll down to the bottom of the page until you see the ‘Snippet’ section. In there, click ‘+New Snippet’; you’ll have to specify the Shortcut, which is also the name of your Snippet, and the text of the snippet itself. You’ll be able to edit the Snippet here later of course.

Once the Snippets are created, you’ll see them in the conversations with your contacts. Simply click on the needed Snippet and its content will be automatically added into the text input field. The only thing left to do now is for you to hit ‘Send’! 🙂