ManyChat Live Chat is a tool that allows you to communicate with your subscribers right in ManyChat. It allows you to jump in a conversation and answer the questions, manage subscribers' data manually (add Tags, subscribe to Sequences, add Custom Field value, etc.), and send them messages.
Live Chat Behavior allows you to set 2 options for Live Chat:
- "Any message starts a conversation" option opens a new chat in Live Chat section with any message from a user (except for Keywords).
- "Conversation should be opened explicitly" opens Live Chat with subscriber 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.
Live Chat Section consists of three columns: the list of your subscribers, conversation and user 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 subscriber 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 (User Panel) you can see all the information your bot collected during all past conversations and it allows you to:
- See user's information (profile picture, full name, status, gender, language, timezone)
- Manage Tags
- Subscribe and unsubscribe from Sequences
- See how this subscriber opted in
- Manage Custom User Fields values
- Unsubscribe this user, download and delete their data
By default, threads are displayed according to the time of the last message from the user - you'll find the latest dialogues with recent activity on top and earlier ones will be placed below. Every time you reply to the user, 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 user. If the user 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 users:
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.
This option allows you to stop all bot messages while you communicate with your subscriber. As soon as you message them back, 30 minutes pause is activated and your subscriber 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 subscriber'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 User Panel.
Also, when the Pause is enabled, if the user 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.
In the cases 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.
Important note: even if you will cancel the Pause Automation earlier, messages will be sent only after 30 minutes after the start of PA. If PA active at the end of these 30 minutes, messages will wait another 30 minutes and try again and again until PA ends.
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 help you to manually mark your subscribers, add description and other notes to share some information between your team members or add some clarifications/reminders for yourself. Use Notes tab to add some information. Only Page admins can see the Notes.
Mentions in Live Chat Notes
Just start typing @ in 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.
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.
This feature allows you to personalize conversations in your bot. Enable it in Settings to let your subscribers know who replies back — once you activate it, your subscribers 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 better customer experience.