Message Center

The Message Center is part of Unified Messaging, which is currently in beta. It’s the new version of the Chat Panel. For the Chat Panel tutorial, click here.

The Message Center is where all your customer messaging comes together. It’s your collection of conversations with your contacts – ongoing or ended.

Enter the Message Center from your Dashboard’s left navigation bar under: Unified Messaging Inbox

Inbox

The **Inbox** contains all your active conversations, divided into conversations assigned to you (**Mine**) and conversations without an assigned operator (**Unassigned**). A conversation can only be answered by the operator it’s assigned to and moves to **All conversations** once it ends.

Additionally, conversations are sorted and labelled by status, allowing you to directly see which of them need your attention most. This is what each status means:

  • **LIVE:** New or existing conversation that either contact or operator reply to while both parties are online. Since **LIVE** conversations always have an assigned operator, they don’t show up under **Unassigned**.
  • **NEW:** New conversation that a contact started while all operators were unavailable.
  • **OPEN:** Existing conversation with previous operator messages that requires an operator’s reply. You can also set this status manually.
  • **PENDING:** Existing conversation that an operator last replied to and that’s awaiting the contact’s reply. You can also set this status manually.
  • **ENDED:** Conversation that was ended manually by an operator or automatically because the contact didn’t reply for 30 days. Ended conversations only show up under **All conversations** unless they’re resumed by a contact or operator and regain one of the active status above.
  • The conversation status changes when set manually, through contact or operator activity, but also after a certain time of inactivity from either side. Set the conversation timeout in the **Widget Editor** under **Chat > Advanced**

    This is how incoming conversations are handled by Userlike by default:

    • **When one or more operators are online:**
      New incoming conversations are automatically routed to the available operators.

    • **When no operators are online:**
      Newly started conversations appear under **unassigned**. You can assign them to yourself by clicking **Assign to me** in the bottom of the conversation.

Conversation view

You open a conversation by clicking on it in the conversation list. This is where you can do the actual chatting.

Conversation input

Here you take all actions that are directly related to your interaction with the contact. You write messages and notes, access chat commands and macros, upload files, record voice messages, and activate Live Translation.

  1. Message/note switch
  2. Chat macros
  3. Chat commands
  4. File uploads
  5. Voice messages
  6. Live Translation

Message/note switch

Switch between writing messages and notes, then enter your text in the input field.

Chat macros

Trigger predefined text blocks and messages through keyboard shortcuts. Open the selection by clicking the “M” icon or simply type “!”. You can choose between sending a macro immediately and pasting it into the input field for prior editing. Push macros are only available if the contact is online.

To add, edit and translate macros, go to the Dashboard under **Config > Chat macros**. For macros to send contacts to certain URL, go to **Config > Push macros**. To organize your macros in groups, select **Config > Macro groups**.

Chat commands

Trigger conversation-related actions through keyboard shortcuts. To open the selection, click the joystick icon or simply type “$”. Click here for an overview of your available chat commands.

File uploads

Click the paperclip icon, select a file, upload it, and hit send. This generates a download link for the contact. Both you and your contacts can send practically any type of file onto any channel. The only exception are SMS, which only support image files (JPEG, PNG, GIF).

Voice messages

For contacts who prefer an audible response, tap the microphone icon and start recording. After that, you can decide whether to send or discard the sound clip. To use this feature you need to grant Userlike access to your microphone in your browser settings. The SMS channel doesn’t support voice messages.

Live Translation

To deliver multi-language support, click the switch and select a language. Your messages are translated into the selected language and your contact’s messages are translated into the language set in your operator profile. Use periods and question marks after your sentences to get the best results.

Even advanced translation machines like DeepL’s are sometimes wrong. To prevent misunderstandings, we recommend to tell your contacts that you’re using the Live Translation.

Action Bar

From this panel at the top of your conversation view, you can quickly adjust your conversation’s core parameters, end or reassign it, change its language, send out transcripts, and access your add-ons.

  1. Set conversation subject
  2. Set conversation status
  3. Assign and unassign operator or group
  4. Set conversation topic
  5. Trigger add-ons, send transcript, change language
  6. End conversation

Contact info

The available information on your contact. This includes standard collected information, but you can extend it further yourself with points that arise during the conversations. Such as name, email, and information relating to the custom fields defined by you (e.g. delivery address).

Conversation info

Details on the conversation, including: the subject; assigned operator; chat language; status; topic; Widget; the contact’s number of page impressions, visits, and messages; and whether the Privacy Mode is enabled on the relevant Widget.

Latest location

Your contact’s last known whereabouts, based on geolocation IP or geolocation browser API.

Latest custom data

This section shows the custom data you’ve added to the conversation. This could show the contents of your contact’s shopping basket, for example, or any JSON data structure.

Visited URLs

This shows a chronological order of your website’s URLs that your contact visited.

Notes

It can be useful to add notes to a conversation, for example to provide information for the handover to another operator. You can add multiple notes, as well as edit and delete them. This also applies to conversations not assigned to you.

Message channel info

Move the cursor over your contact’s messages to display an icon that indicates which channel they were on when sending the message.

When contacts send a message over your Website Messenger, the message info also contains information on their browser type, their operating system, and whether they wrote you from a mobile or a desktop device.

Message states

When moving the cursor over your contact’s or operator’s messages, you also find the message state. This is what each state means:

  • **Live chat:** Both assigned operator and contact were online when the message was sent.
  • **Received while offline:** No operator was assigned or the assigned operator was not online when the contact sent the message.
  • **Sent while contact offline:** The contact was offline when the operator sent the message.

All conversations

This shows all your account’s conversations, both ongoing and ended. You can filter these by:

  • Date range
  • Assigned operator
  • Status
  • Topics
  • Rating
  • Operator group
  • Widget
  • Locale (language)
  • Channel
  • Feedback

Once you check the box next to a conversation, a context menu appears on top of the list. Your options:

  • Export list of selected conversations
  • Set topic or status, assign and unasign operator or group, trigger add-on or send transcript to respective contact
  • Delete conversation

You can perform all these actions in bulk by selecting several conversations first.

Notifications

This section shows a chronological list of notifications relevant to you, giving you a quick overview of recent activity on your account.

Contact list

Besides conversations, contacts constitute your Message Center’s second main pillar. This view here gives you an overview of all your contacts.

There can be multiple ongoing conversations with any contact. One could be about a product inquiry, for example, while another is about the reporting of a technical error. This keeps things neat and organized, and it allows you to better match operator knowledge with the conversation’s topic.

You can filter contacts by:

  • Date range in which they sent you messages
  • Verification status

Contacts are verified when they click the conversation link in the email that notifies them about unread operator messages. Contacts reaching out to you via the following channels are considered verified through their mobile number: WhatsApp Business

Contact details

Click on contacts to open their extended profile. Here you can view and edit their data, browse through their conversations and resume them, block and delete contacts or add notes specifically about them.

You can also start new conversations with contacts from here if their profile contains an email address. In that case, she will also receive an email notification for any new messages. If the email address is missing, they can only see your new messages once they visit a site where the Widget is running and they are recognized by their cookies.

GDPR-compliant contact deletion

If a contact asks you to delete their data, we make sure you can do so in a GDPR-compliant manner. Delete contacts via the contact list or contact profiles and all their data will be permanently removed from our servers, including conversations. Please note that the deletion does not cover data you sent from Userlike to third parties, like add-ons and messenger apps.

Online/Away Switch

When entering the Message Center, check your Online∕Away status in the bottom left corner.

  • Online: Live conversations are automatically routed to you.
  • Away: You can only engage in asynchronous messaging. You can, however, still get a conversation manually forwarded or assigned to you. For your first visit to the Message Center, we recommend to switch to Away.

Personal settings

These are your notification settings related to conversation activity.

Inactivity timer

The choices here decide how forcefully you are notified of contacts waiting for answers. At the inactivity alert you can set the countdown before you receive an audio notification. For a more urgent setup, you can also enable a repeat interval for these audio notifications. Then you can choose to activate or disable the audio feedback, which sounds should be played, and at what volume.

Audio notifications

These are short audio notifications for conversation-related activities. You can decide for which events to receive them.

Browser notifications

These are visual notifications that pop up in the top right corner of your screen. You can decide for which events to receive them.

Chat slots

This element shows your maximum capacity of live conversations and how many of those are currently running.

A conversation is live, or synchronous, when both you and the contact are online at the same time. Because in this situation there is a time pressure on answering, you can set a maximum capacity in your profile settings in the Dashboard.

If you have reached your maximum capacity, the conversation switches into asynchronous mode. The contact can still send messages, but it is clear to her that the answer will come later.

There is no limit on the number of asynchronous conversations one operator can have.

Chat commands

These are the chat commands at your disposal.

CommandDescription
$nameSet name for contact
$emailSet email for contact
$localeSet locale for conversation
$noteAdd a private note to the conversation transcript
$sendSend conversation transcript via email to the contact when the chat has ended
$dispatchSend conversation transcript to specified operator email address when the chat has ended
$topicToggle the topic of a conversation
$statusSet the status of a conversation
$ratingRequest a chat rating from the contact 1, 2
$screenshotTake a screenshot of the contact’s browser 1, 2
$webtransferTransfer conversation from a channel to the Website Messenger 3
$blockBlock contact
$unblockUnblock contact
![macroname]Send given chat macro

1 Contact needs to be online
2 Conversation needs to run on Website Messenger
3 Conversation needs to run on a channel