Yes, you have the option to add all Dialogflow Intents to the saved replies list. This setting can be found at Settings > Artificial Intelligence > Google > Add Intents to saved replies.
Yes, you have the option to add all Dialogflow Intents to the saved replies list. This setting can be found at Settings > Artificial Intelligence > Google > Add Intents to saved replies.
When using the Dialogflow chatbot, the saved replies panel search will include results from Dialogflow Intents.
Yes, you can use “\n” to create line breaks within saved replies.
To use a saved reply, type “#” followed by the saved reply name and then a space. The saved reply will be inserted.
Saved replies, also known as canned messages, are pre-written messages that agents can quickly access and use in the chat editor.
To upload attachments to Amazon S3, follow these steps:
Users are subscribed through various actions:
Yes, chat messages and popup fallback messages are sent only if the last user or agent message in the conversation is older than 10 minutes. This prevents unwanted automated messages during active agent-user conversations.
Yes, you may need to enable Settings > Users > Register all visitors if you want to send automated messages to new users.
Pop-ups are displayed when the chat is closed. They can overwrite the default pop-up, and you can opt to send a message instead of showing the pop-up if the chat is open by checking the message fallback option.
A visitor is considered a Returning visitor only if they visit the website again after 24 hours or more.
When using date time with “criteria is exactly,” the value must not contain hours and minutes (hh:mm). For example, 6/21/2023(6/21/2023 10:30 will not work).
The “Repeat” function works in conjunction with date time. It triggers the automation based on specific dates and times.
If an automation was used in the past and users received it, you need to delete the automation and create a new one to display it to users again.
No, automations are sent only once to users.
To delete a condition, set it to empty. To disable an automation, delete all conditions associated with it.
Automations are multilingual automatic tasks in Chat.RPAiX that are triggered when specific conditions, defined by you, are met.
When sending a message to a group, the message will be delivered to each user in the group, based on their chosen notification preferences and platform connections.
Yes, you can send a message to all users by entering “All” in the User IDs field.
Yes, you can send messages to specific groups by entering their IDs in the User IDs field. For sending to a single user, just select their ID.
To enable direct text messages in Chat.RPAiX, you need to activate SMS in Settings > Notifications > Text message notifications.
All message types in Chat.RPAiX support direct messages, including chat messages, emails, and text messages.
To send a direct message:
Direct messages allow you to send a single chat message, email, or text message to either a single user or a group of users. This feature enables targeted communication with users.
When Pusher is active, the last activity value of users and agents is updated only during page load or when they send new messages.
With Pusher active, the following AJAX requests are replaced by WebSockets:
Pusher offers free usage for up to 200k messages and 100 concurrent connections per day.
Messages cover functions like user registration, online status, chat messages, and chatbot messages.
Pusher offers the following benefits:
To activate Pusher:
a. Sign up for a new account at https://dashboard.pusher.com/accounts/sign_up.
b. Access your dashboard at https://dashboard.pusher.com and select the Channels product to get started.
c. Provide your app’s name and choose the closest cluster to your location.
d. Enable client events in your app settings.
e. Obtain your App ID, Key, Secret, and Cluster from the Keys section of your dashboard.
f. Paste the obtained information in Settings > Miscellaneous > Pusher.
Pusher is a technology that enables the use of WebSockets instead of HTTP AJAX requests for chat functionalities. WebSockets enhance chat performance by eliminating the need for repetitive AJAX requests to the server, resulting in faster message delivery and improved responsiveness.
Yes, email piping supports departments. If a user’s conversation is assigned to a department, email notifications are sent only to agents assigned to that specific department.
Yes, email piping is optimized for certain clients like Outlook Web, Outlook, Gmail, and Yahoo Mail, ensuring valid text conversion from emails.
Email replies must contain the Chat.RPAiX recipient’s name (e.g., Chat.RPAiX | RS2359-4739 [email protected]). Major email clients like Outlook, Gmail, Yahoo Mail support this recipient’s name for chatbot reply buttons.
Email attachments are supported when using email piping in Chat.RPAiX.
When agents reply within Chat.RPAiX, emails are sent to users even if user email notifications are disabled. Emails are sent to agents only when they’re offline.
Yes, agents must reply via email from the same email address registered in Chat.RPAiX for email piping to function properly.
No, the email address used for email piping should be separate from the one used for replies. Chat.RPAiX agents and admins need a different email address.
Enabling the “Convert all emails” setting converts all emails to chat messages. However, be cautious as this includes spam and promotional emails. Test with a different email address if necessary.
If you’re using the Dialogflow App and have enabled the “Human takeover” setting (Settings > Dialogflow > Human takeover), emails won’t be sent if the chatbot can answer the user’s query.
Email piping allows you, your agents, and users to reply to chat messages via email. To activate email piping, navigate to Settings > Notifications > Email piping. Enter your POP3/IMAP email server information and set the email address for SMTP in Settings > Notifications > SMTP. This email address will be used for sending and replying to emails.
Enabling the “View unassigned conversations” option effectively enables manual routing. Agents can take control of unassigned conversations by replying to them, causing the conversation to be assigned to them automatically.
Enabling the “View unassigned conversations” option in Chat.RPAiX allows agents to see conversations that have not yet been assigned to anyone. When an agent replies to an unassigned conversation, the conversation is automatically assigned to that agent.
The conversation is then removed in real-time from the admin area of other agents.
If a conversation has been archived and the user reopens it by sending a new message, and the initially assigned agent is offline, the conversation will be reassigned to another available online agent. If no online agent is available, the conversation remains unassigned.
The “Agents menu” option provides agents with a menu that allows them to assign the active conversation to another agent. This facilitates the process of redistributing conversations as needed.
Manual routing is activated via Settings > Miscellaneous > Hide conversation of other agents. With this feature, agents are only able to see their own conversations and can choose from unassigned conversations.
If a conversation is archived and the user reopens it in the future by sending a new message, the conversation will be assigned to another agent if the originally assigned agent is offline.
Yes, when routing is active, agents have the ability to manually route conversations to other agents. This can be done from the right panel of the conversations area.
Yes, the routing feature is compatible with departments, allowing for more organized conversation distribution.
Yes, agents can search and filter their conversations based on relevant criteria.
Agents can view only the conversations assigned to them. However, they have the ability to see all conversations from a single user.
Yes, agents can switch their status between online and offline by hovering over their profile image and clicking the label in the profile pop-up at the bottom-left of the admin area.
No, administrators are not included in the routing process. Administrators can access and view all conversations at any time.
Conversations are assigned to agents with fewer active conversations. A conversation is considered active if it has not been deleted or archived. It’s recommended to archive conversations once they are completed.
Conversations are initially assigned to online agents. If all agents are offline, conversations are distributed proportionally among all agents.
When routing is activated via Settings > Miscellaneous > Routing, Chat.RPAiX automatically distributes user conversations among available agents in proportion to their workload.
To simulate multiple users and agents, open the chat in different browsers. Each browser can simulate two users/agents: one in normal mode and one in “private” or “incognito” mode.
To reset the chat and start a new user session, open the browser console, enter SBF.reset(), and press ENTER.
Yes, you can use Settings > Messages > Offline message to prevent the chat from showing the queue update message to the user.
For conversations initiated from messaging apps like WhatsApp, the system does not adhere to the limit of conversations per agent. All conversations are immediately and proportionally assigned to an available agent.
If Dialogflow’s human takeover is active, the queue is activated only during human takeover scenarios.
Yes, the queue feature is compatible with departments, allowing for more organized conversation distribution.
If a user leaves the queue (e.g., by closing the browser) for more than 1 minute, their conversation is saved. However, upon their return, the queue is reset, and the user loses their previous position.
The waiting time is displayed in minutes and is calculated using the formula:
queue position X response time = waiting time.
For instance, if a user is fifth in the queue and the response time is set to 4 minutes, the user’s displayed wait time will be 20 minutes.
Yes, agents can search and filter their conversations based on relevant criteria.
Agents can only view conversations assigned to them. However, they have the ability to see all conversations from a single user.
Yes, agents can switch their status between online and offline. They can do this by hovering over their profile image and clicking the label in the profile pop-up at the bottom-left of the admin area.
Agents must archive a conversation to mark it as completed. This action automatically grants them access to the next conversation in the queue.
No, administrators are not included in the queue system; they can see all conversations at all times.
Only online agents are considered “available” for receiving new conversations through the queue.
When an agent marks a conversation as completed (by archiving it), the queue is updated, and a new conversation is received.
Chat.RPAiX automatically assigns conversations to all available agents proportionately when users are in the queue.
When a user enters the queue, a message is displayed showing their current position in the queue and the estimated waiting time.
When the queue feature is activated via Settings > Miscellaneous > Queue, users are automatically placed in a queue when an agent’s chat limit is reached.
There are several ways to assign departments:
var SB_DEFAULT_DEPARTMENT = ID; into chat-displaying pages and replace “ID” with the department ID.Yes, the chatbot can assign a department to an active conversation using Dialogflow actions.
Admins without an assigned department can see conversations from all departments.
var SB_DEFAULT_DEPARTMENT = ID; into the pages where the chat is displayed. Replace “ID” with the department ID. Check the APIs for more details.To start using departments, follow these steps:
To create and manage departments, follow these steps:
Departments allow you to distribute conversations and assign specific agents to handle conversations related to specific topics or areas.
Yes, you can create external article links using the URL attribute “article=ID”. Replace “ID” with the article ID. For example: https://chat.rpaix.com/some-article#1234.
You can create internal chat links to articles using the button rich message.
Articles are synchronized automatically with the Dialogflow knowledge base if the Dialogflow app is installed.
If there is at least one translated article in the user’s language, only the translated articles will be displayed.
If you use categories, only articles assigned to a specific category will be displayed.
Yes, you can translate article categories by adding translation names and their respective translations in Settings > Translations.
Articles can also be shared via the rich message shortcode [articles].
You can show articles on a dedicated page by inserting the code <script>var SB_ARTICLES_PAGE = true;</script> into any page where the chat is displayed. To set the location of the articles area, insert the code <div id="sb-articles" class="sb-loading"></div>. If you’re using the WordPress version, you can use the shortcode [sb-articles].
You can enable the display of articles in the chat dashboard by going to Settings > Chat area and enabling the corresponding option.
Certainly! Here are some HTML code examples for different types of content:
| Name | Code |
|---|---|
| Button | <a href="https://www.google.com" target="_blank" class="sb-rich-btn sb-btn">Click here</a> |
| Image | <img src="https://via.placeholder.com/1500x600" /> |
| Image with lightbox | <div class="sb-image"><img src="https://via.placeholder.com/1500x600" class="sb-image" /></div> |
| Video | <video controls><source src="video.mp4" type="video/mp4"></video> |
| YouTube and Vimeo | Insert the embed code provided by YouTube or Vimeo |
Knowledge base articles support HTML code, allowing you to include various types of content such as images, videos, and more.
To manage knowledge base articles, navigate to Settings > Articles.
Knowledge base articles provide immediate answers to customers, helping to reduce the volume of customer support inquiries.
The offline message is not sent if you’re using the Slack app and you or any other agent is online via Slack. This ensures that the offline message is not redundant when agents are available through Slack.
The offline message is not sent if the Dialogflow human takeover option is active. When this option is enabled, the offline message is sent only when a human agent takes over the conversation.
The date and time format of the timetable automatically match the format used in the country of the user’s browser language.
Chat.RPAiX only accepts integer UTC offsets. If your offset is not an integer (e.g., UTC -12:30 or UTC -12:45), try finding an alternative integer offset. If you can’t find one, you’ll need to manually adjust the times in the office hours table to fill the gap.
Your UTC offset is automatically generated when you enter the UTF offset field in Settings > Miscellaneous. If you need to find the UTC offset of your area manually, you can visit websites like https://browserspy.dk/ or wikipedia.org/wiki/List_of_UTC_time_offsets to copy the offset.
Office hours in Chat.RPAiX are displayed in UTC format.
You can set up office hours by navigating to Settings > Miscellaneous and configuring the office hours timetable.
Office hours are used for automatically displaying timetables and messages when users send messages during out-of-office hours or when all agents are offline. They can also be used to disable and hide the chat during specific hours.
Click on the “Gear” icon located in the left bar to access the settings.