Conversations have a total of four different statuses:
mark as read
, archive
, delete
and
restore
. You can manage the status of a conversation by
opening it in the conversations area and then clicking any of the
corresponding icon buttons in the top right of the conversation
window.
You can for conversations by department ID, assigned agent ID, conversation title, conversation ID, message text, message attachments name, user first name, user last name, user email
trash
, all the conversations in the
trash are permanently deleted.Inbox area
.Delete
. The message menu becomes visible when you
hover the mouse cursor over the message.The text editor of the admin area and automated messages(example: welcome and subscribe messages) can be used to create stylized messages:
#sb-example
. Replace example
with
your desired link name and white spaces with --
.*
:
*your text*.__
:
__your text__.~
: ~your text~.single-line code
comment, surround it
with`
: `your text`.code block
, surround it with
```
: ```your text```.SHIFT + ENTER
or CTRL + ENTER
.Merge fields are strings replaced by external values when used. Merge fields can be used in any message or automated message, including chatbot messages.
Code | Description |
---|---|
|
Full name of the active user. |
|
Email of the active user. |
|
Full name of the active agent. |
|
Email of the active agent. |
Rich messages are special messages with interactive features like buttons, dropdowns, or inputs. They allow an agent to request information from the user via a user input form or to diplay interactive contents. Rich messages can be inserted into a chat message using shortcodes. Shortcodes accept various parameters like title and description. The available rich messages are listed below.
1
Create a rich message by inserting the shortcode into the text editor of the admin area. Customize all of the parameters with your information and send your message.
2
When a shortcode is used, the user sees the rich message (not the shortcode) and can select or enter the required information to complete the form submission.
3
Once the rich message form has been filled out and sent by the user, a success message is shown and the form data is saved.
Name | Shortcode | Description |
---|---|---|
Card |
e=“URL” header=“TITLE” description=“Lorem ipsum dolor sit amete” link=“URL” link-tex t=“Purchase” extra=“$ 599” target=“_blank”] |
Call-to-action card with an image, title, description, link, and more. |
Slider |
ider image-1=“URL” he ader-1=“TITLE” descri ption-1=“Lorem ipsum dolor sit amete” link -1=“URL” link-text-1= “Purchase” extra-1=“$ 599” image-2=“URL” he ader-2=“TITLE” descri ption-2=“Lorem ipsum dolor sit amete” link -2=“URL” link-text-2= “Purchase” extra-2=“$ 599” target=“_blank”] |
Slider of call-to-action cards with an image, title, description, link, and more. You can add up to 10 slides. |
Slider images |
images=“URL,URL,URL”] |
Slider of images. |
Chips |
hips options=“A,B,C”] |
List of buttons. |
Buttons |
tons options=“A,B,C”] |
List of buttons. |
Select |
lect options=“A,B,C”] |
Dropdown list of options. |
Inputs | [inputs values=“A,B, C” button=“Send now”] | List of text inputs. |
ail name=“true” last- name=“true” phone=“tr ue” phone-required=“f alse” placeholder=““] |
Form to collect the user's email and phone number. All attributes
are optional. Follow up settings used as default values. Add the
attribute required-m essaging-apps="true" to force users to
provide their email and phone on messaging apps. Merge fields are
supported. |
|
Timetable |
|
Timetable. |
Articles |
ink=“https://board.su pport/articles-demo”] |
Articles with search area. The link attribute is used
as fallback message for Facebook Messenger, WhatsApp, Telegram
messages. |
List |
ist values=“A,B,- C,- D,E” numeric=“true”] |
Text list. Prefix an item with the - char to make it an
inner item. |
List double |
values=“A:X,B:Y,C:Z”] |
Text list with titles. |
List image | [list-image values =“URL:A,URL:B,URL:C”] | Text list with titles and images. |
Table |
header=“A,B,C” values =“A:B:C,A:B:C,A:B:C”] |
Table. |
Button | [button link=“https:/ /board.support” name= “Click here” target=” _blank” style=“link”] | Display a link or open an article. The attribute
target="_blank" is optional and open the link in a new
window. The attribute style="link" is optional and change
the button design. To open an article on click the link value must be
#article-ID , replace ID with the article ID. |
Video |
e=“youtube” id=“0TImi c4N1ko” height=“350”] |
Display a YouTube or Vimeo video. The value of the attribute
type can be youtube or vimeo . The
attribute id is the ID of the video, get it from the URL.
The attribute height is optional and sets the video height
in px. |
Image |
l=“https://board.supp ort/media/admin.png”] |
Image. |
Share | [share fb=“https://bo ard.support/” tw=“htt ps://board.support/” li=“https://board.sup port/” pi=“https://bo ard.support/” wa=“htt ps://board.support/”] | Social share buttons. |
If your text includes the characters ,
, :
,
or "
, you must prepend the character to
them. For example:
,
, :
,
"
.
All of the rich messages support the following parameters:
Parameters | Description |
---|---|
|
The ID of the rich message (used also to save the JSON data). |
|
The rich message title. |
|
The rich message description that appears underneath the title. |
|
The message that appears when the user completes and sends the rich message. The user input is appended to this message. |
|
Extra field for optional extra values. |
You have to create a Dialogflow chatbot, then simply enter the rich
message shortcode into the text response
of the
Intent
.
When a user completes a rich message, the response data is saved in
JSON format in the database under table sb_messages
and
column payload
. Example:
{"rich-messages":{"4Voyu":{"type":"email","result":{"email":["example@gmail.com","Your email..."]}}}}
To translate a rich message string, the original rich message text
must be in english, add the exact english text and its translations in
Setting > Translations > Front End
.
To display a rich message, such as a list of buttons, when a user initiates a chat for the first time, insert the rich message shortcode into the welcome message.
You can create custom rich messages with your own custom content by
going to Settings > Miscellaneous
. Currently, custom
rich messages are static and there are no interactive options available
as there are with shortcodes. However, you can insert custom HTML
codes.
When creating a custom rich message, you can use the following codes:
Code | Description |
---|---|
|
Link with button design. |
|
Link. |
|
Image that zoom on click. |
The built-in messages are pre-programmed messages sent automatically
by Support Board. You can find them by going to
Settings > Messages
.
Send a message to new users when they visit the website for the first time.
If no agents respond within the specified time interval, a message will be sent to request the user's details, such as their email.
Follow-up Email
fields.delay
is not set, a dynamic time interval is
utilized and it is determined as follows: If
Settings > Miscellaneous > Office hours
is
configured, and the current time falls within the defined office hours,
or if at least one agent is online, then the delay will be set to 15
seconds. In all other cases, the delay will be set to 5 seconds.Display the feedback form to rate the conversation when it is archived.
conversations
area, in the agent ratings
report of the reports
area, and in the agent profile.Notify the user when their message is sent outside of the scheduled office hours or all agents are offline.
Present a privacy message accompanied by Accept and Decline buttons. The user's approval by clicking on the Accept button is required to start using the chat. This feature ensures privacy policy enforcement and GDPR compliance.
Settings > Users > Require registration
option is
enabled.Show a pop-up notification to all users.
Here, you can access information regarding the uploading of files and the message's attachments.
.jpg, .jpeg, .png
.supportboard/include/upload.php
file.define("SB_FILE_EXTENSIONS", ["exe", "abc",...])
to the
config.php
file of your Support Board installation folder.
Replace ["exe", "abc",...] with an array containing the extensions you
want to allow.supportboard/uploads
by
default for the PHP version, while for the WordPress version it is
wp-content/uploads/sb
. You can customize it from the config file. You can also upload
files to AWS S3.Here, you can access information regarding a variety of features associated with conversations.
Tags enable more efficient organization and grouping of conversations. Please refer to the information below for further details.
Settings > Admin > Tags
.Settings > Automations > More
, through Dialogflow actions, and
by inserting the JS variable SB_DEFAULT_TAGS
into a page
showing the chat or into a web page displaying the chat or the tickets
panel.Starred tag
option to display the starred tag
icon in the conversations area. This allows you to select conversations
assigned to the first tag with one click. The first tag on top is always
the starred tag.Settings > Admin > Disable tags
.Notes allow users to add comments to conversations that are only visible to agents and admins.
The full conversation can be sent to the user by the agent or admin as a transcript file.
Transcript
button in the top-right corner of
the admin's conversation window.close message
available at
Settings > Messages & Forms > Close message
.