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 Message Center

Conversations

Conversation list

In the Conversation list, you see two sections: **Mine** and **Unassigned**.

  • **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 as Unassigned. You can then assign the Conversation to you by clicking **Assign to me** in the bottom of the Conversation (see further down).

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 the Conversation-related actions. You write your messages, select emoji, access chat commands and chat macros, and upload media files. You can also take frequent actions, such as sending the Conversation transcript to the Contact, ending the Conversation, or making use of one of your integrations.

  1. Chat commands
  2. Chat macros
  3. Media uploads

Click the switch above the input field to enable **Live Translation** and select a language. Your own messages are translated to 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.

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 chat. 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 as a reminder to address the Contact in a specific manner. You can add multiple notes, as well as edit and delete them.

Notifications

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

Archive

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

  • Date
  • Status
  • Topics
  • Assigned Operator
  • Rating
  • Widget
  • Operator Group
  • Keywords

Or you use the quick filters of **Today** or **Yesterday**. You can also use bulk operations on selected Conversations, such as changing their status, topic, or assignee. You can also download or delete them.

Contact list

Besides Conversations, Contacts constitute your Message Center's second main pillar. This view here gives you an overview of all your Contacts. When you click one, you see a view of her separate running Conversations, as well as a more extended profile with known information points.

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 also restart an ended Conversation with a Contact from here. When the Contact's email address is known, she will receive an email. If it isn't known, she will see unread messages of the Conversation the next time he visits a site where the Widget is running and the Contact has verified her identity.

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 jump in the top right 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 Conversations 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.

Actions

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 current transcript to specified email address
$topicToggle the topic of a Conversation
$statusSet the status of a Conversations
![macroname]Send given chat macro