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Live chat

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On the live chat interface, you can view recent conversations between users and your Facebook Page or Instagram account. Of course, in live chat you can talk directly to users through their Facebook page or Instagram account. In a nutshell, you can do everything you can do on Facebook or Instagram Messenger. Additionally, you can complete other tasks such as creating labels, assigning labels to users, and setting up sequence messages.

Additionally, you can subscribe and unsubscribe users at any time. Likewise, you can pause and resume bot replies for specific users.

In this article, I will discuss how to use the live chat feature perfectly.

Using live chat is as easy as using Facebook and Instagram Messenger. That said, using live chat is very simple and straightforward.

Let’s see how to use Live Chat

First, go to the dashboard of FransChat. You will see the live chat menu at the left sidebar of the dashboard. Just click on the Live Chat option.

Instantly, the interface of the live chat will appear.

Live Chat interface is divided into three sections– subscribers list, messaging window, and actions.

Subscribers' list

In the Subscriber List section, you can see a list of subscribers who have recently chatted with you. Additionally, you can search for subscribers on the search bar. (Note that currently when searching for subscribers, the subscriber must be loaded into the subscriber list before the target subscriber can be successfully searched)

Messaging window

The messaging window is for directly chatting with users.

In the message tag field, you have to select a message tag. Click on the message tag field and instantly will appear a drop-down menu of different message tags such as Human agent, Account update, Confirmed Event, Post purchase Update, Non-promotional(NP registered only). If you select the human agent message tag, you have to reply to the message from users within 24 hours, otherwise, you will get an error. In this case, you have to use other message tags. If you want to know the usage of message tags, read the article by Facebook for developers.

Voice Messages

After clicking the microphone button, you can send the language. After clicking the microphone button, the icon will change to a wave, which means recording is in progress. Click it again to stop recording and send directly.

Bot Flow Messages

You can click the robot icon and a pop-up window will open. In the pop-up window, select the Bot Flow that has been created and send it to the user.

After selecting one of the flows, the robot icon will change to the loading state, and a pop-up notification will be displayed when all flwos have been sent.

Canned Response

To use the canned reply function, you can click the notebook icon and create a new canned reply in the pop-up window, or select an already created canned reply and click (Use). The pop-up window will then close and the canned message will be automatically Fill in the message input box

Send Attachment

To send a file or picture, you can click on the paperclip icon and then upload your picture in the pop-up window. (Note: Files will be sent as soon as upload is complete)

Search Information

Moreover, you can also search messages on the search bar in the messaging window.

Actions

In the action sections, you can accomplish some tasks. Moreover, you can see the primary data of users.

Assigned agent

You can assign the message to an agent for reply by selecting designated agent in the search box. (Note: You need to create a team role and team user before you can proceed with this step. Then you can view this article to create a team)

Select Labels

First, you will see a form called a label. From the label field, you can assign a label to a specific user. Click on the label form and instantly appear a drop-down menu of different labels you have created before. Then you have to select a label to assign the label to a subscriber list. The selected labels will appear on the label form. Well, you can select as many labels as you want for a specific user. True, you can remove labels one after another by clicking on the cross icon next to the label name. Of course, you can remove all the labels by clicking on the cross icon in the field.

Create Labels

Moreover, you can create a new label from here. Click on the create label button and a modal form with one field will appear. Write the name of the new label in the field and click on the new label button, and the label will be created and selected in the field automatically.

After you have selected labels in the Labels field, click on the save changes button to save the changes.

Message Sequence

Here you can custom assign Message sequences to specified subscribers, or cancel or delete their current Message sequences.

Select Message sequence and click Save

Opt-in through

Well, in the opt-in through option, you can see whether the subscriber has come directly through the Facebook page or the source is ADS. If you see the word Direct beside the opt-in through, you know that the user has come through the Facebook page or the Instagram account directly

Status

By clicking on the status button, you can unsubscribe and resubscribe a user. And by clicking on the bot status button, you can pause and resume the bot reply.

Primary Information

You can see the primary information of the subscribers– subscriber ID, gender, language, time, and date.

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