How to manage chatbot conversations
With the help of Conversations, you have access to chats from your chatbots directly from your SendPulse account — in the browser version or through the application on your smartphone. Here, you can reply to messages from subscribers from all of the chatbots you have connected.
How to open chats with subscribers
The Conversations tab
In the Chatbot section, go to the Conversation tab. Afterward, you will see the page with your chats with subscribers.
View recent messages
On the main page, you can view your recent chat messages with their status. Click a message to open the page with chats.
The Chats button
You can access the Chats button in all sections of your SendPulse account. This way, you can reply to your bot subscribers even from your CRM system or Email section.
View chats
Chats from different bots are organized in a single list. You can filter them by messaging app, chat type, and assigned team member. You can see messaging app icons on each bot tab.
Messaging app
To view bot chats from a specific messaging app, select it from the dropdown list in the Chats for all bots section.
Assigned team member
You can filter chats by assigned team member: my, unassigned, or all.
Chat status
The bot's chats are displayed in three lists: open, unread, closed, and all chats.
Open |
Chats with unfinished subscriber conversations. An empty red circle indicates this status. Chats open when a subscriber launches the Standard reply flow, reaches the Action element, or when you open a chat manually. |
Opened unread |
Chats that have already been opened but have unread messages. A filled red circle indicates this status. |
Closed | Chats you've closed. An empty gray circle indicates this status. |
To close a chat, go to it and click Close the chat.
Subscriber search
You can also find a subscriber using search. Start typing their name in the search bar on the left, and select the chat from the list.
Message history
In each chat window, you can view the whole history of conversations with subscribers, including your bot's replies.
Depending on the messaging app, chats may include more details. For Telegram chatbots, there will be a link that allows to download files. For Instagram chatbots, you will receive all notifications about Facebook ad clickthroughs and Story mentions in the business account linked to your bot.
You can also see the button a subscriber clicked — it is displayed as a message sent from your subscriber.
In Instagram, WhatsApp, and Facebook chatbots, you can check message statuses under each message.
Sent | One gray tick. |
Delivered | Two gray ticks. |
Read | Two blue ticks. |
For Telegram chatbots, you can also see if a subscriber’s message was a reply to your previous message. Above your subscriber's reply, you will see a quote of the message they replied to.
In Telegram, Instagram, and WhatsApp chatbots, you can also see how subscribers react to your messages.
You can delete Telegram bot messages within 48 hours after receiving them. Click the three dots icon to the left of a message, and select Delete. To edit a message, click the three dots icon and select Edit. You can also send reactions to subscriber messages.
Message source
Messages can also be sent through a third-party application, such as Facebook Business Inbox. To limit messages from other applications, go to their settings and disable automated replies.
To check who sent messages, open your chat and hover over the message icon.
If a message was sent via SendPulse, you will see the SendPulse Bot status.
The Sent from a third-party app
status means the message was sent through another platform. If a team member sends a message, their name and avatar will appear.
Notes
You can add notes about a contact or share additional info with your team members. Add information about user preferences, specific requests, feedback, reminders about important dates, or other useful comments.
To add a note, in the lower panel, go to the Note tab. Enter text up to 2000 characters and emoji.
Notes are not sent to users — only you and your team members can see them. Under each note, you can see who added it and when.
To delete or edit a note, click the three dots to the left of the note, and select a corresponding option.
Assigned team members
You also can distribute conversations with users among team members and assign certain contacts to them. The responsible team member will receive a notification via your selected method if a subscriber goes through the Open chat element in your chatbot scenario.
To assign a contact to a team member, open a conversation, and select a user in the upper panel.
To select an assignee, you need to invite the user and select a role with access to Chatbots: Conversations and audience.
Sending messages
In the upper field, you can reply to your subscriber. Enter a text of up to 512 characters. You can make your conversation more personal and engaging by adding emoji. Also, you can attach files no larger than 20 Mb in size of any format except executable formats. To send a file, click the paperclip icon and select a file.
Once you create a message, click Send.
If you send a message to a subscriber manually, all automated replies in your chatbot flow will pause for 60 minutes starting from the time you sent your last message. Your subscriber can trigger flows only by clicking your chatbot buttons.
You can reply to customers using different messaging apps manually.
On Instagram, the response window is set to 7 days, while other messaging apps set it to 24 hours.
Outside of the 24-hour window, you can send only pre-approved messages using categories in Facebook Messenger and templates in WhatsApp. With Viber, you can send 10,000 chatbot-initiated messages for free every month.
For Telegram, there are no response time limits.
To view the remaining support window time for WhatsApp, Facebook, and Instagram chatbots, go to your subscriber’s card and check the Support window is active section.
Every time a user sends a message, the counter of the 24-hour support window will be restarted.
In Telegram bot chats, you can also send reactions to subscribers’ messages.
Subscriber data
To learn more about a subscriber, go to their card on the right.
Depending on the messaging app, you can view the following data:
Contact information |
At the top, there is their profile picture, name, and social media username. Their email address and phone number are stored in variables. In your Telegram group chat, you can view the number of subscribers and copy the share link or invite link. |
Bot subscription status | Under a user’s avatar and name, you can see their bot subscription status, the date when they subscribed, and the last activity time. |
Instagram subscription status | In chats with Instagram chatbot users, you can see the status of their subscription to your Instagram profile and your subscription to users' profiles. |
Facebook ads |
In Facebook Messenger, Telegram, and Instagram chats, you can see which advertising campaign your subscriber came from. In the Advertising campaign field, you will see the advertising campaign name listed in your Facebook account. When you click the link, you will be redirected to a page where you can view your ad. If a user sends you a message after viewing your Facebook or Instagram ad, their message will be displayed as a response to your corresponding ad campaign. Read also: How to create a Facebook Messenger ad and launch the chatbot it links to, How to create an Instagram Ad via Facebook to run a chatbot, How to create a WhatsApp ad via Facebook to start a chatbot conversation. |
Manage user data
If you have identified a client's specific preferences during a conversation, you can assign variables and tags to personalize future interactions with them.
Editing a variable | To edit the variable, click the pencil icon next to the variable, and add a new value. |
Tag assignment | To assign a tag, click a field and select a tag. |
Manage automated replies
In subscriber cards, you can run flows and stop automated replies.
Launching an autoflow |
To launch a specific flow for any chatbot subscriber, in the Start flow section select a user and a flow you want to start for them. To find a flow, start typing its name in the search bar. |
Temporarily pausing a bot |
There is also an option to stop messaging your subscribers for 60 minutes in automated flows and bulk campaigns. You can extend the pause if you have replied to a subscriber manually and want to pause your flow for another hour. To do this, click +60 min in the Pause automation section. If you finish communicating with your subscriber sooner, click Continue Autoflows. |
In subscriber cards, you will also see your active flow with queued messages. You can stop the flow and send another one.
This way, you will help users who cannot find the information they need and are confused by your bot scenario.
You can also disconnect a subscriber to stop sending them messages from your bot. To do this, click Disable next to your subscriber's status.
Manage data in CRM
If you learn new information during a conversation with a user, you can add or edit their deal and contact info in your CRM system.
To add a new deal, click Add a deal, select a pipeline and deal stage, and enter a deal name and amount.
To change CRM data, go to the Deals section. If a user made a purchase using your chatbot, a deal should already be created with a contact card linked to them.
To edit contact information, hover over a contact on the right and click the pencil icon. You can edit a user’s first name, last name, and phone number.
To edit your existing deal data, hover over a deal on the right and click the pencil icon. You can edit a deal stage, name, and amount. To go to a deal card, click the corresponding icon.
Notifications about new chats
To receive notifications in your email about the last open chat, select the appropriate option in the Notification settings.
The notification is sent a maximum of once an hour with the last message from the subscriber.
Web push
You can also receive web push notifications about new open chats. To do this, allow notifications from SendPulse in the browser and select the New open dialog in messengers checkbox in the SendPulse account settings on the Notifications tab.
By clicking on the web push notification about the new chat, you will immediately open this chat in your SendPulse account.
The SendPulse botifications bot
You can also receive notifications via the SendPulse Notifications bot. To do this, enable bot notifications in your chatbot settings, and subscribe to the SendPulse Notifications bot.
If a subscriber messages your chatbot on their own, not through a specific trigger, and an opened chat appears, you can send your reply right away using the SendPulse Notifications bot.
Read more: How to use the SendPulse notifications bot.
The SendPulse Chatbots app
You can also download our application for Android and iOS to have access to chats from your smartphone and always be in touch with subscribers.
The application sends push notifications about new messages from subscribers, which helps you stay on top of chats, view conversations quickly, and answer user questions.
Using the application, you can view information about the subscriber: when they subscribed, the last time they were active, and other information about them. You can also manage this information: add tags and change variables, start and stop auto-replies, and remove a subscriber from the list.
There are statistics for all your bots in the application: the number of messages sent and received, and your total number of subscribers.
Last Updated: 11.11.2024
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