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ManyChat Live Chat is a tool that allows you to communicate with your contacts via Instagram, WhatsApp Automation, Facebook Messenger, Telegram and SMS right in ManyChat:

  • Send messages
  • Join a conversation
  • Answer questions
  • Manage contact's data manually (add Tags, subscribe to Sequences, add Custom Field value, etc.)
  • Merge contacts
  • Send payment links

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. You need to upgrade from Free to the Pro plan to continue using Live Chat if you have more than 1,000 contacts. 

Live Chat Behavior

Select an option in Live Chat Behavior:

  • If the option Any message starts a conversation is chosen, then new messages from the contact will appear in the Unassigned folder.
  • If the option Conversation should be opened explicitly is chosen, the new messages will appear in Closed Folder. 

Go to Settings → Live Chat to manage the behavior.

If you select the second option, the conversation will get in the Unassigned folder only when the Marked conversation as Unassigned Action is performed, otherwise, it will be always marked as Closed.

You'll need to add Notify admin and Mark conversation as Unassigned actions in the appropriate section of the flow. You'll be notified about this action and the conversation will appear in the Unassigned folder of your Live Chat.


Overview

Live Chat Section consists of three columns: the list of your contacts, omnichannel conversation, and contact panel. The page icon nearby shows conversations assigned to you and your teammates. 


Left column

There are 4 folders between which you can switch:

  1. Unassigned folder. All new messages from your contacts will get into this folder, so you won’t miss new leads. 
  2. Assigned folder. As soon as an agent replies to a conversation, you assign it manually via Live Chat or automatically within Action in flows, the thread goes to the Assigned folder. 
  3. Closed folder. When you mark a conversation as Closed, it will go to the Closed folder accordingly. 
  4. All folder. If you want to see all the conversations in one list, regardless of the status, go to All folder.

You can also sort your conversations by Newest/Oldest. 

Select the desired contact to see the conversation. 

Middle column

The middle column shows the conversation. 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.


Right column

The right column (Contact Panel) shows all the information collected during past conversations.

  • See contact's information (profile picture, full name, status, gender, language, and timezone)
  • See all channels history (Instagram DM, WhatsApp, Facebook Messenger, Telegram and 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 see SMS chat if you: enabled SMS channel in Settings and your particular contact has a phone number (in the system field) and enabled SMS opt-in. SMS feature is paid: 0.01$ for outgoing SMS (incoming messages are free). 

Merge duplicate contacts

Use the Merge Contact to link a Facebook contact who has a duplicate record in another Channel. This will reduce the number of duplicate email and SMS records that a customer can have via Messenger, Instagram, or WhatsApp. Note: You need a ManyChat PRO plan to merge contacts. 

Learn more about contacts merge in this article.

Threads

By default, threads are displayed according to the time of the last message from the contact. The latest dialogues will appear on top. Older ones will appear 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 didn't 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.

Assignments

Use the drop-down menu below to assign (or unassign) a conversation to yourself or one of your teammates. Track assignments in the drop-down menu on the left of the Section header.

Pause Automation

This option allows you to stop all bot messages while you communicate with your contact. As soon as you message them back, a 30-minute pause is activated and your contact will only receive manually sent messages from an Admin or Live Chat Agent for 30 minutes. Keywords won't be triggered during this period. Upon activation, the pause icon is on the profile picture in the conversation section. To increase the duration and activate it, go to the Contact panel. 

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 before or during the pause automation, messages will be sent only at the end of the pause. 

Search

Search for conversations and see the details and history. You can use 2 symbols (but not special symbols such as &,$,$, etc.) to start your search. 

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. 

Use @ to mention and notify a team member. If you’re the only Admin, you can always mention yourself to receive a reminder in Messenger.

Hide Messages from the Automation

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. It applies to Facebook Messenger, Instagram and Telegram channels. 

Click the Send Flow icon at the bottom of the conversation, select a Flow and click Send This Flow:

Note: Instagram Live Chat doesn't have a paper clip icon because it's unable to add non-image files, unlike Facebook Live Chat.  


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:

Products 

You can send products directly to your customers in Live Chat for an efficient shopping experience. When they’re ready to buy, use the Products feature to quickly close the sale for a seamless automated transaction in one view. 

Note: You need a ManyChat PRO plan that connects to Stripe or Paypal.

Learn more about the product catalog in this article.

Personas

This feature allows you to personalize conversations in your bot. Enable it in Settings to let your contacts know who replies back. Once it's activated, your contacts will see the agent's 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 where you collaborate with several team members. Personas will help you make the conversations more transparent and build a better customer experience.

Note that personas are only supported in the Messenger channel.


Snippets

Snippets are pre-populated answers you can send to your subscribed contact in 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, go to Settings → Live Chat and scroll down to the Snippet section. Click +New Snippet and 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.

Once the Snippets are created, you'll see them in the conversations with your contacts. Click on the needed Snippet and its content will be automatically added into the text input field. 

You can also filter snippets to save time looking for the one you need. To do that, just start typing the name of the snippet, then only the snippets that start with this phrase will display.

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. Manage Live Chat conversations, contacts' data like Tags, Sequences, Custom Field value, etc. More functionality is on the way!