Messaging Panel

Once you've selected a conversation from the Conversation List, you'll enter the Messaging Panel in Omnichat Conversation 2.0. Think of this as your communication central: the place where you view the entire conversation history and interact directly with your customer.

Here's a breakdown of what you'll find:

• Complete Conversation History: This is where the conversation comes alive! You'll see all the messages exchanged between you (or your teammates) and the contact, displayed in chronological order. This provides a clear picture of the conversation flow, helping you understand the customer's needs and tailor your responses accordingly.

• Craft Your Message: The input field is where you compose your message to the customer. Simply type your message here, and insert emojis or file attachments to enhance your response. In Omnichat, you are also able to send coupons and product links to your contacts via the Conversation Module.

Conversation Buttons

Now, let's take a look at the buttons nestled in the message input section.

File Attachments

Depending on your channel restrictions, you can send documents, videos, images, and voice notes to your contacts via the Omnichat platform. The limitations and capabilities are described on this page.

Voice notes: You will only be able to send pre-recorded versions on desktop. You can send voice notes directly via our Omnichat app.

Emojis

Send emojis to express yourselves to your contacts and create a more comfortable experience when chatting with them!

Stickers

If you have this feature in your plan (as an Add-On), you will be able to send stickers to your contacts as well!

Coupons

If you have this feature in your plan (refer to this section), you also will be able to send Coupons from the messaging panel.

Product Referral Link

Upload your product feed following the instructions here and be able to send your contacts a link that directs them to the product to make a purchase quickly. Learn more about the Product Referral Link here.

Saved Replies

Saved Replies are canned responses which usually consists of repeatable matters such as FAQs or greetings. Create and manage your saved replies here.

1. Search for saved replies by topic or keyword.

2. Search for saved replies by category.

3. Select the saved reply you want to use. If an option is grayed out, the saved reply is not available for use in that conversation.

4. Preview the selected saved reply on the right.

5. Click Send to send the saved reply directly to the customer, or click Apply to Message Box to edit it before sending.

   • After clicking Apply to Chat Box, the saved reply will appear in the message input box, where you can edit it before sending.

6. Click Saved Replies in the bottom-left corner to view, edit, delete, or create saved replies.

Please note: The list only shows saved replies available to the logged-in team member based on their assigned role permissions (e.g., specific permissions, store, or Only Me). If a saved reply is not available to the sender based on their permissions, it will not be displayed.

For example, if Only Me is selected when creating a saved reply, only the creator can see and use it.

Using Saved Replies with Attachments

1. Saved replies with attachments are supported only on WhatsApp and Facebook.

2. On LINE, Instagram, Webchat, and WeChat, saved replies with attachments cannot be selected. The following message will be displayed: “Target channel does not support sending saved replies with videos or files.”

Using Saved Replies with Chatbot

1. Saved replies containing chatbot modules are supported only on:

   • WhatsApp

   • LINE

   • Facebook

   • Instagram

2. Only chatbot saved replies compatible with the current conversation can be selected. Otherwise, the following message will be displayed: “Target channel does not support sending this type of bot.”

3. If the chatbot has been deleted, the following message will be displayed: “The Chatbot Block containing this saved reply was deleted.”

4. When sending a saved reply containing a chatbot, Apply to Message Box is not available. The saved reply will be sent directly, and the chatbot module cannot be edited.