Inbox | Advanced Features

Message Tags

This is applicable to FB Messenger's direct messages only

If you reply to the Facebook Messenger conversation through Omnichat, the "HUMAN_AGENT" tag will be automatically added. You can reply to the message within 7 days.

If it takes more than 7 days to reply to the Facebook Messenger conversation, the following reminder will be received. The message cannot be sent because it has exceeded the 7-day time limit:

If it has been more than 7 days since the customer sent the last message, and you still need to respond, it is recommended to reply via Facebook message inbox. When the customer sends a new message, the time limit will be recalculated. You can then reply via Omnichat.

For more information about Facebook 24-Hour Rule and Message Tags, please refer to: FB New Rules(2020 update) MESSENGER 24+1 policy is gone

If there are any questions, please contact Omnichat online consultants.

Reply Feature

When customers reply to the messages through WhatsApp / Instagram / Facebook, these messages will also be shown on Omnichat. Click the reply button and jump into the previous message if it has been loaded. If the loading is not completed, a reminder will pop up and ask to reload more messages.

Message reply in the Conversation Page - Adding Contact Name Parameter

The customer name parameter can be inserted while providing a message reply.

On the conversation page, click the {{...}} button below the message input box and select "Contact Name."

The contact name parameter, {{system:customer_name}}, will be displayed in the message input box after clicking "Contact Name." The content of this parameter should not be modified. To send the message with the contact name parameter, input your reply before or after the parameter is also available.

1. The contact's name will be displayed in the conversation message when the customer service representative sends the message with the name parameter using Omnichat.

2. The contact's name can be seen by the customer side when a customer service representative sends a message which inserted name parameter.

For the website conversation, the name parameter is only applicable to the website contact who has a customer name on the customer information. The contact information can be confirmed at the top right corner of the conversation page.

Pinned Conversation

Agents can pin the conversations to the top when following up the conversations.

1. Can pin / unpin the conversations only in "My Cases"

2. The pinned conversations will be at the top, and sorted by the time of the last message.

3. When the conversation has become a Closed case, or has been transferred to another teammate, the pinned status will disappear.

Add WhatsApp Conversation

To interact with customers, you can add a WhatsApp conversation on the conversation page.

Instructions

Click the three-dot icon on the conversation page and select "Add WhatsApp Conversation."

1. Choose the account for the WhatsApp conversation you prefer to add.

2. Enter the name. Choose the country/region, enter the phone number, and click ""Add.

3. After adding the WhatsApp conversation, the conversation will be moved to the conversation status of 〝"Progress".

After adding the conversation, please use WhatsApp template message to interact with customers.

When the created conversation event still under the "Progress"" or "Closed" status, another teammate creates a duplicated conversation event, and a pop-up notification will appear asking if a teammate would like to take over the conversation event.

The following notification messages will appear in the following scenarios:

Scene 1: When member A adds a conversation but does not interact with the customer, member B adds a conversation.

Scene 2: When member A adds a conversation and interacts with the customer using a message template, member B adds a conversation.

Scene 3: When member A ends the conversation with the customer, member B adds a conversation.

The contact's person name is based on the latest duplicated conversation event.

WhatsApp supports specific message reply

The function of Specific reply can be applied for replying team members or customers.

Moving the mouse cursor to the specified conversation, a "Reply" icon will appear, click it and provide a reply.

Specific reply to the team member

Specific reply to the customer

Bulk transfer for the conversation events

1. Press「⋮」and select Bulk Edit

2. Select the related conversation event

3. Select the down arrow icon

4. Select “Bulk Transfer“

• Select and click "Transfer" to the correspondence teammate

• "Administrator," "Supervisor," "Customer Service Representative," "Sales Manager," and "Salesperson" are allowed to transfer bulk conversation events.

• Maximum 20 conversation events can be transferred.

• From the transferor's side, the successful and failed conversation message will be notified after transferring the conversation events.

• From the transferee's side, the notification message of the transfer's name and the number of transferred conversation events will be shown after receiving the transferred conversation events.