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Alina Shafikova
Written by Alina Shafikova

How to send a chat message to user(s)

This article describes all possible options of sending a chat message to the users. Learn all of them to use the tool on an advanced level.

Define the conditions

This is where we need to start. First the conditions should be defined. Check if you want to send a chat message to a group of people or to 1 person. Also, define whether it’s a proactive or reactive message. For different scenarios you will use different features of the application.

This article will cover 4 different places from which the chat messages can be sent. However, there are several common rules that are applied to all of the message (no matter where you send them from):

  1. Each chat message can be personalised. You can use snippet tags in your chat messages.

  2. All of the chat messages you send from will be available to the user inside the chat widget.

  3. All of the chat messages will be sent to the user's email address within 10 minutes, if the user is offline (unless you turn this option off).

  4. All of the messages will be visible on the user’s timeline.


The most popular situation when we want to use the chat messages is chat support. In this case users are asking questions and you and your team members respond to these questions.

To do so you need to enter the Inbox section of the application. You can find it right on the main menu.

If you are not familiar with the main elements of the Inbox section pl​​ease check the following article.

So, Inbox is the place where you see all conversations with the users. To respond to the user just choose the conversation on the left and type your response in the composer. Send it with the help of the “Send” button or “Enter” on your keyboard.

The messages that you send via Inbox section will be visible for your users within the chat widget on the website. The copy will be also sent to the user’s email address if the user is offline.

Also, you can use the help of the AI bot to reply to the queries of your users.


If you want to configure a proactive chat message communication for your website visitors or set up an autoresponder, then you need to use Automations. Automated chat messages or Chatbot options.

There are 2 types of automation modules connected with chat communication: chatbot modules and general ones.

Chatbot modules are the green elements that are dedicated to the chatbot automations. Using them you can create proactive and reactive chatbot flows with “if/then” logic. More about these modules you can read in the article.

Also, there is a special course about the Chatbot automations in our University section:

Other modules relate to general actions of the Inbox section. “Send a chat message” module allows you to send an automated message on chat from one of your team members. It can be a proactive greeting message or reactive autoresponder if all the agents are busy at the moment.

Find more about the “Send a chat message” module in "Action Module: Send a chat message".

People section

There is an additional option of sending mass and single chat messages to the users.

If you want to send an immediate message to chosen users you can do it right from the People section. Just enter the section, then filter out your users or mark them manually and click “Send a message” > “Chat Message”

User Profile

One more option to send a personalised chat message to the user is to do it right from the User’s profile.

Find the Chat option in the central part of the profile. You can either choose “Show all conversations” to be redirected to the Inbox or “Send a message” to compose the message straight away.

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