Messages

View your messaging history and start conversations.

From the Messages Module, you can take a look at your messaging history and directly connect with your contacts. You can navigate to the Messages Module by using the navigation menu on the left of the screen. Look for the button that resembles two chat bubbles.

Messages Module

The Messages Module can be used to review conversations and personally message any contacts that are seeking assistance. Organize your contacts by using the Assignment and Mark Done systems.

Selecting a Contact

Rather you are sending a message or simply want to review past conversations, you must first select the contact you want to view.

On the left of the messages module, you can see a list of contacts that you can scroll through. By default, this is sorted by most recent message.

Contact List

A shortened version of the most recent message in the conversation will be displayed next to the contact's name and profile. The arrow indicates the most recent message type either outgoing or incoming.

The day at which the last message was sent is displayed on the top right. Contacts with new messages that you have yet to read will be bolded. The number of unread messages sent by the contact will also be shown next to their name.

If the most recent message is on the same day, time will be shown instead.

Contact List with Time

Contacts that are marked done will have a green check indicator next to their name.

Contact List Marked Done

Click on any of the contacts to view their message history and to message to them.

You can quickly find a specific contact or conversation using the search bar on top!

Contact List Filters

The Contact List filtering system is composed of the main Filters New & Mine as well the Search Bar & Filtering Options. The purpose of the Contact List filtering system is to enable a workflow where all contacts that need a response but have not been answered by any user appear in New and all contacts assigned to a user appear in Mine for each respective user.

New & Mine Filters

Contact List Filters

New and Mine are the two main filters. The New filter displays Contacts that are Marked Pending and Unassigned. Where as, Mine displays Contacts that have been assigned to you.

Snoozed Contacts are not listed in the Mine filter as long as they are snoozed.

Notification Indicators

The Notification Indicators show the number of the contacts under a filter and if that filter contains any unread messages.

Filter with Notification Indicator

The number inside the Notification Indicators display the number of contacts in the New or Mine filter. The colour of the Notification Indicators show if unread messages under that filter are present. Blue indicates all messages have been read and orange indicates unread messages are present.

View Selector

Using the View Selector preset or custom Views can be viewed in the Contact List.

View Selector

For more information on managing Views, look at Views.​

Snoozing a Contact

A Contact can be snoozed to temporarily exclude the Contact in the list. This can be done by pressing the alarm icon at the top right of the Messages Module and select the time for how long the contact will be snoozed.

Snoozing a Contact

Once it is time, the Contact will be listed in the list once again.

Message History

Once a Contact is selected, a recent conversation history is loaded, to view additional history, keep scrolling up and additional messages will load. Aside from messages, Message Metadata and Conversation Events will also be shown.

Message Metadata

Messages are displayed along with the message sent timestamp. Messages sent within an hour will display timestamp in terms of minutes ago, while messages send more than one hour ago will display date and time.

Message with Timestamp and Sender

After the timestamp, the messages sent from the platform display who the sender was.

Category

Sender

Platform

Survey

Platform

Survey via Automation

Integration

Survey via Dialogflow

Platform

Automation

Integration

Dialogflow

Platform

Rocket AI

Provider

Facebook Inbox

Provider

WhatsApp Echo

Platform

Away Message

Platform

Space Name (Greeting Message)

Human

User Name (Regular Outgoing Message)

API

API

Provider

Facebook Messenger Message Tag

Conversation Events

The Message History will also keep track of important events, such as when a Contact was previously marked done and by who.

A Marked Done Event

Event Category

Event

Assignment

User Assigned User Assigned by Automation

User Assigned by Bot

Marked Done

Marked Done (Manual)

Marked Done by Automation

Marked Pending (Manual)

Marked Pending by Automation

Marked Pending by Bot

Snooze

Contact Snoozed

Contact Unsnooze

Broadcasts

Broadcast Sent

Survey

Survey Started

Survey Started by Automation Survey Started by Broadcast Survey Canceled Survey Canceled by Automation Survey Canceled by Broadcast Survey Canceled by API

Survey Completed

Survey Failed

Bot Status Update

Bot Status Off

Bot Status Off by Automation

Bot Status Off by Bot

Bot Status On

Bot Status On by Automation

Bot Status On by Bot

Channel

Event coming from Channel

Page Change

Event when a visitor navigates to a different page (Web Chat)

Sending Messages

You can compose and send new messages from the text box on the bottom of the message history. Simply click into the message area and begin typing.

The Messaging Bar

Send your message by pressing the blue icon button that resembles a paper plane. Alternatively, you can simple press the enter key to send the message.

To add emojis to your message, you can press the smiley face icon on the left to open up the emoji picker.

In the messaging bar, you can also send files to contacts with the paper clip icon or send surveys that you have built with the clipboard icon.

The messaging bar is also a great place for you to utilize Snippets and Dynamic Variables to make responding to messages more efficient.

Using Snippets

When you finish a conversation with a contact, it is good practice to mark them as Done by pressing the green "Mark Done" button on the top right.

Message Status

When a user sends a message to the contact, the user can check on the delivery status to ensure the message is delivered.

You can check on the delivery status of a message by hovering over the message

Hover over a message to check the deliverability of a message

For each message sent to the contact, there will be an indicator that indicates the status of the message. The status are described as follow:-

Status

Icon

Description

Sent

The message is successfully sent

Delivered

The message is successfully delivered to the contact

Read

The message is read by the contact

Failed

There was a failure sending the message to the contact

Message Status is only applicable to messages sent within the messaging window of the channel

Some messaging channels have a limited coverage of message status, please refer to table below on the coverage for each channel.

Messaging Channel

Sent

Delivered

Read

Failed

Facebook

βœ”

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

WhatsApp - Twilio

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

WhatsApp - MessageBird

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

WhatsApp - Vonage

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

WhatsApp - Chat API

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

-

WhatsApp - 360Dialog

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

Website Chat

β€‹βœ”β€‹

-

-

-

LINE

β€‹βœ”β€‹

-

-

-

Telegram

β€‹βœ”β€‹

-

-

-

Viber

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

β€‹βœ”β€‹

SMS - Twilio

β€‹βœ”β€‹

β€‹βœ”β€‹

-

β€‹βœ”β€‹

SMS - MessageBird

β€‹βœ”β€‹

β€‹βœ”β€‹

-

β€‹βœ”β€‹

SMS - Vonage

β€‹βœ”β€‹

β€‹βœ”β€‹

-

β€‹βœ”β€‹

Twitter

β€‹βœ”β€‹

-

-

-

WeChat

β€‹βœ”β€‹

-

-

-

Message Timeout

Some Channels may have specific time limit for a message to be delivered. The time starts from the last message sent by a visitor to the respective platform.

Channel

Timeout Limit

WeChat

48 Hours

Messenger

24 Hours

WhatsApp

24 Hours

The 24-hour timeout limit is only applicable to WhatsApp Partner API channels; Twilio, Vonage, MessageBird & 360Dialog. WhatsApp Chat API does not have this limitation as it is not a WhatsApp Partner.

Messages can still be sent but, if not delivered, there will be red exclamation mark indicating the message is not delivered along with an error message.

Failed Message Delivery

Channel such as Facebook Messenger and WhatsApp has a feature that allows users to send a message to the contacts beyond the 24 hours messaging window.

Facebook Tagged Message
WhatsApp Message Templates

To send a message to Facebook contacts after the messaging window, you can use Facebook Messenger Message Tag to do so. For more information on, look at Facebook Messenger Message Tag.​

To send a message to WhatsApp contacts after the messaging window, you can use WhatsApp Message Templates to do so. For more information on, look at WhatsApp Message Templates.​

Contact Details

On the right of the page, you can see the contact details. Here, you can easily access useful information and modify a contact's profile.

The Contact Details

You can access and edit information specific to the contact, such as their Phone Number and Email Address. Other custom fields that you add will also appear here.

You can view and manage the list of tags that have been assigned to this contact. Manually add new tags to the contact by selecting the field and typing in the tag you wish to add. Press enter to add the tag to the contact. Alternatively, you can select a tag to assign from the list of existing tags.

Activity Tab

On the side panel, you can also access the activity tab.

The Activity Tab

Here, you can see the activity history of the contact, including things like when the contact was marked done or when the contact receives a survey.​

In the activity tab, you can also leave comments on the contact for other people on the platform. These comments can only be seen in the platform and the contact will not be able to access them.