LiveChat

You can use LiveChat to send messages to the subscribers individually. You can also view the entire chat history with the users (including automated messages, broadcasts and instant replies). When a subscriber sends you a new message, the number inside the red notification bubble will increase. Indicating new messages are coming in and ready for you take care off.

LiveChat Features

You can perform multiple tasks within LiveChat. This article covers both the basic and more advanced features of the LiveChat Page.

Here’s a small list of what we cover inside this article:

LiveChat Overview:

  1. Suscribers
  2. Chatbox
  3. User Profile

LiveChat – First time Pop-Up

LiveChat Overview

LiveChat is divided into 3 sections.

Subscribers

In this section, you can see the complete list of all the users who have subscribed to your particular facebook page which is associated with the current bot which you are accessing.

  • Open/Close Tabs allow you to switch between current Open Chats and Chats you’ve closed because you deemed the conversation as “Solved”.
  • This part of LiveChat also displays the name and profile pictures of the subscribers. This helps you identify subscribers fast and easy.
  • To view the conversation of a particular subscriber, scroll up or down to locate the subscriber and click on the individual subscriber in order to open up the chat. You can also use “Search” if you know the name of the subscriber, and then click on the subscriber in order to open up the conversation.
  • Using the “Cog Wheel” you can either Open or Close all conversations at once.

Chatbox

In this section, you can see the entire conversation between you and the subscriber from the first date the subscriber was added to Clever Messenger. LiveChat supports images, videos, files, emojis, stickers and thumbs up as well. It also shows Quick Replies, Button Messages and all other media files Messenger allows you to send out.

In order to start chatting with your Subscriber you simply use the Chat Reply Box. This is usually ‘blocked’ by a message as seen in the image above. Please read the tip below in order to understand why the message is there.

Important Tip about LiveChat #1

If a subscriber has been inactive for more than 24 hours. You’re only allowed to respond to a service issue that surfaced earlier in the conversation, you’re not allowed to send promotional messages of any kind. We monitor this strictly and it might result in removing you from Clever Messenger.

Once you’ve clicked on “Confirm”. You can start the conversation again. The Chat Reply box looks like the image depicted below:

From here you can send a message to the user by clicking on the field (where it says “Type your message here…”). Start typing, and after you’re satisfied with your message simply press the “Enter” key on your keyboard. This will send the message to the individual subscriber.

You also see 3 icons you can click on:
  • Send Pre-made Message
    • Click this icon to open up the Pre-Made Message picker.
    • This holds all your separate Messages you’ve setup in your Flows
      • Simply click the drop-down and select the message you want to send
      • Then hit “Send Message” in order to send the message to your subscriber
  • Personalization Tags
    • Click this icon to add a Personalization tag to your message. As of writing this articles you can choose from 4 variables:
      • First Name
      • Last Name
      • Full Name
      • Page Name
  • Emojis
    • Click this icon to add an emoji to your message
Important Tip about LiveChat #1

If a subscriber has been inactive for more than 24 hours. You’re only allowed to respond to a service issue that surfaced earlier in the conversation, you’re not allowed to send promotional messages of any kind. We monitor this strictly and it might result in removing you from Clever Messenger.

User Profile

In this section, you can view the additional information and settings for the selected subscriber. This is the exact same section as seen on Audience, in order to learn more about User Profile(s) click here.

  • In short, you can Add Tag(s), Pause Automated Replies, Add Custom Fields, Subscribe to a New Sequence, and more.

First Time Pop-Up

The first time LiveChat is accessed, a pop up will appear. Read it!

  • You can either click on “Got it, Show it again.” or click on “Got it, Don’t show again.” according to your personal preferences.
Important Tip about LiveChat #2 - Meaning of the Pop-Up

LiveChat only shows subscribers and their messages that require your attention. Meaning you will only see subscribers here that reply to your chatbot with a message that does NOT MATCH any of the triggers you have setup. You can still chat with every subscriber individually. In order to start a LiveChat with someone that isn’t in the initial LiveChat list, go to Audience and select “Start LiveChat” from the Actions drop-down. See the entry in Audience here to learn more.


This concludes the article “LiveChat” about the variety of actions and tasks you can perform on this page. As new LiveChat features come available, or current LiveChat features will be upgraded, we’ll add this to our platform. And of course, we’ll update this article accordingly.

Updated on May 6, 2018

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