Send a chat message to a user(s)
Find out all the ways to send messages to your users
The main place where you store the communications with your users is the window Inbox.
This is where you can send messages to users personally. How do you do that?
You need to choose the conversation from the list on the left and type the message in the window at the bottom of the conversation.
To save time you can use "Default replies" (the first icon on the bottom right; the star). Start with the # and then begin typing the phrase saved in the "Default Replies". The message will appear in your answering box. You can find more info about default replies here.
In the bottom left corner of the message field, you have a smiley face icon. Click on it for a menu of emoticons.
To send the message, press the blue button with an arrow or “Enter” on the keyboard.
To send the final message, use the Reply and close button. It allows you to send the message and close the conversation with one click.
What are notes?
From the same window (on the bottom left), you can switch from mode "Chat" to the mode "Note".
Notes are messages visible only to agents. Your users won't see them, allowing you to discreetly share useful information about the conversation or users with your team members.
Where else can I send chat messages from?
You can send a chat message to the user directly from the section People:
Directly above the contact list, on the right, you will find the button: Send a message. Click on this button and you’ll see two options: Email or Chat. Simply choose which one you need, click on it, and create a message.
Remember! You need to choose the receivers first. Otherwise, the message will go to every user in the database.
Click the Chat icon to the right of the name of the user and you’ll be sent to the chat panel with the conversation already opened.
The Actions: Send a chat message from the action path automatically to a target group of people.
See more in: How to automate sending messages.