Activating Communication Channels

Vera.Support centralizes all customer conversations from various platforms into a single inbox. This section explains how to connect your most important communication channels.

2.1. Adding Live Chat to Your Website

To add a live chat widget, navigate to Settings > Chat to find your unique JavaScript code snippet. Copy this code and paste it just before the closing </body> tag in your website’s HTML. Once added, the chat button will appear on your site.

[Image showing the area in Settings where the JavaScript code snippet is located]

Example Code:

<script id="sbinit" src="https://vera.support/js/main.js?id=YOUR_UNIQUE_ID"></script>

2.2. WhatsApp Business Integration

To connect WhatsApp, go to Settings > WhatsApp and click “Synchronize now”. A secure pop-up from Meta (Facebook) will guide you through logging into your business account, selecting your WhatsApp Business Account and phone number, and granting the necessary permissions.

[Image showing the Meta (Facebook) pop-up for WhatsApp connection]

2.3. Instagram & Facebook Messenger Integration

For Instagram and Facebook, go to Settings > Apps > Messenger and click “Connect”. A Meta pop-up will prompt you to select the Facebook Pages and associated Instagram Business Accounts you wish to connect and grant permissions.

2.4. Telegram and Other Messaging Apps

To connect Telegram, first open the app and find the official @BotFather. Start a chat and use the /newbot command to create a bot and get an API token. Then, go to Settings > Telegram in Vera.Support, paste the token into the designated field, and click “Synchronize”.

2.5. Adding the Tickets System

The Tickets System embeds a full support panel onto a page of your site. To enable it, use the same code from the Web Chat setup and add <script>var SB_TICKETS = true;</script> right before it. To position the panel within a specific area, place this div where you want it: <div id="sb-tickets"></div>.

Example Code:

<script>var SB_TICKETS = true;</script>
<script id="sbinit" src="https://vera.support/js/main.js?id=YOUR_UNIQUE_ID"></script>

2.6. Email Piping Integration

To forward your support emails into Vera.Support, go to Settings > Notifications > Email Piping to find your unique forwarding email address. Then, log into your email provider (e.g., Google Workspace, Outlook) and set up a rule to automatically forward all incoming support emails to that address.

2.7. Connecting to Business Tools (Zapier, Calendly, etc.)

Beyond direct messaging channels, Vera.Support can connect to other essential business software. This allows you to create powerful automated workflows and streamline operations like scheduling and data entry.

Automate Your Workflows with Zapier

Zapier is a powerful “bridge” that lets over 5,000 different web apps talk to each other without any code. By connecting Vera.Support to Zapier, you can save hours of manual work.

Example Use Cases:

• When a new conversation starts in Vera.Support, automatically create a new lead in your CRM (like Salesforce or HubSpot).
• When a user is tagged with “VIP,” automatically add them to a special audience in your email marketing tool (like Mailchimp).
• When you receive a negative rating, automatically create a task in a project management tool (like Asana or Trello) for a manager to follow up.

How to set it up:

1. First, in your Zapier account, create a new “Zap”.
2. For the “Trigger” step, search for and select the app “Webhooks by Zapier”.
3. Choose the event “Catch Hook” and click Continue.
4. Zapier will give you a unique Custom Webhook URL. Copy this URL.
5. Now, go to your Vera.Support panel and navigate to Settings > Miscellaneous > Webhooks.
6. Paste the URL from Zapier into the “URL” field and check the “Active” box. Click “Save Changes”.

That’s it! Now, whenever an event happens in Vera.Support (like a new message or a new user), the data will be sent to Zapier, allowing you to trigger any workflow you can imagine.

[Image showing the Webhooks settings in Vera.Support and the Catch Hook setup in Zapier]

Schedule Meetings Easily with Calendly

Eliminate the back-and-forth emails of scheduling demos or support calls. By integrating with Calendly, your agents can book appointments directly from the chat.

How to set it up:

1. First, ensure you have a Calendly account and have set up your event types (e.g., “30-Minute Demo,” “15-Minute Support Call”).
2. In Calendly, get the sharing link for your desired event type.
3. During a conversation in Vera.Support, your agent can simply paste this link to the customer.
4. Pro-Tip: For a more professional experience, embed the link within a Rich Message button. Instruct your agents to use the [button] shortcode like this: [button link="YOUR_CALENDLY_LINK" name="Click Here to Schedule a Meeting"]. This will show a clean, clickable button instead of a long URL.

The customer can then pick a time that works for them, and the event is added to both of your calendars automatically, streamlining the entire scheduling process.

Configuring the Customer Experience

This section focuses on what your customers see and how they interact with your support system before they speak to an agent. A polished interface builds trust and improves customer satisfaction.

3.1. Chat Widget Design and Customization

To customize your chat widget’s appearance, navigate to Settings > Design. Here you can change the brand colors, set the chat position on the screen, choose a header type, customize the welcome title and message, upload your brand image, and change the chat button icon.

[Image showing the various design and color options in the Settings > Design area]

3.2. Setting Up Automated Messages

In Settings > Messages & Forms, you can set up several automated messages. The Welcome Message greets new visitors, the Offline Message informs users you are unavailable, and the Follow-up Message asks for contact details if no agent has replied. You can also activate and customize a Privacy Message to comply with regulations like GDPR, which requires users to accept before starting a chat.

3.3. Creating a Knowledge Base (Articles)

A Knowledge Base helps customers find their own answers. First, go to the Articles area and create logical Categories for your content. Then, write your articles using the built-in editor. To make them visible to customers in the chat widget, go to Settings > Articles and check the box that says “Display in dashboard”.

[Image showing how the Knowledge Base search appears inside the chat widget for a user]

3.4. Creating Proactive Pop-up Messages

Pop-up messages help you grab a visitor’s attention with announcements or offers. To create one, go to Settings > Messages & Forms > Popup message. Here you can write your message, add an image, and even choose to hide it on mobile devices.

3.5. Collecting Feedback with Surveys and Ratings

Vera.Support has built-in tools for feedback. You can automatically send a rating request (with stars or emojis) after a chat is closed by enabling it in Settings > Messages & Forms > Rating. For more specific questions, you can create simple surveys using Rich Messages, like asking a user to choose from “Excellent,” “Good,” or “Bad” with clickable buttons.

3.6. Requiring User Registration Before Chat

If you want to collect user information before a chat begins, you can require them to register or log in. Go to Settings > Users > Require registration to enable this. You can also customize which fields to collect, such as name and email.

Daily Productivity Tools

This section covers the features that will make your day-to-day work faster, smarter, and more organized.

4.1. Managing Conversations Effectively

You can manage your conversation queue by marking messages as read/unread, archiving resolved conversations, deleting spam, or assigning a conversation to a specific agent or department from the right-side panel.

[Image showing the conversation action buttons like Archive, Delete, and the assignment dropdown in the right panel]

4.2. Adding Internal Notes to Conversations

Internal notes are private comments visible only to your team. To add one, open any conversation and use the “Notes” section in the right-side panel. This is useful for collaboration or leaving follow-up instructions.

4.3. Tagging and Filtering Conversations

Tags help you categorize conversations. First, create tags in Settings > Admin > Tags. Then, apply them to any conversation from the “Tags” section in the right-side panel. You can later filter your main conversation list to view all conversations with a specific tag.

4.4. Quick Communication

To speed up responses, you can create Saved Replies (canned responses) in Settings > Admin > Saved replies. Use them in the message editor by clicking the icon or typing # followed by the reply’s name. You can also use Rich Messages like buttons, cards, and sliders by typing shortcodes (e.g., [buttons options="Option A,Option B"]) to create more interactive conversations.

4.5. Proactive Outreach and Bulk Messaging

You can start conversations and send bulk messages. From the main Users page, you can select multiple users and send them a direct email or SMS. For promotional WhatsApp messages, you must use pre-approved Message Templates due to WhatsApp’s policies. You can send these templates by selecting users and choosing the “Send WhatsApp Template” option.

Artificial Intelligence & Automation

This section explains how to use AI and automation to provide 24/7 support and empower your agents to focus on high-value interactions.

5.1. Activating Artificial Intelligence (OpenAI)

To activate AI, you need an API key from platform.openai.com. Once you have it, navigate to Settings > Artificial Intelligence > OpenAI, paste your key, enable the “Chatbot” checkbox, select your desired AI model (e.g., GPT-4o), and save your changes.

[Image showing the OpenAI settings area with the API key field and Chatbot checkbox highlighted]

5.2. Training the Chatbot for Your Business

To make the chatbot an expert on your business, you need to train it. In the main “Chatbot” area, you can train it by providing your website URL in the Training > Website tab or by uploading documents like PDFs in the Training > Files tab. For specific questions, you can use the Training > Q&A tab to add question variations and provide the exact answer you want the bot to give.

5.3. AI-Powered Features

AI is integrated throughout the system to assist your agents. Smart Reply suggests real-time responses to your agents, which can be enabled in Settings > Artificial Intelligence. You can also configure an automated Human Takeover, which ensures a seamless transition to a human agent when the chatbot can’t answer a question or when the user asks to speak with a person.

5.4. Advanced Automations: Creating Conditional Rules

In Settings > Automations, you can create powerful “if-then” rules. For example, you can set a rule to automatically send a message if a user visits your pricing page three times, or to tag a conversation as “Urgent” if it contains the word “refund.”

5.5. Designing Interactive Dialogues with Flows

Flows are visual, step-by-step conversation builders for processes like lead qualification or booking. In the Chatbot > Flows tab, you can use a drag-and-drop editor to create conversation paths using blocks like sending messages, offering choices, and getting user details.

[Image showing the visual drag-and-drop editor for creating a conversation Flow]

Advanced Team Management

This section covers advanced tools for growing teams, allowing you to automate assignments and create specialized leadership roles.

6.1. Automatic Conversation Assignment: Queue & Routing Settings

In Settings > Miscellaneous, you can automate how conversations are distributed. Routing automatically assigns new conversations to the least busy online agent. For high-volume times, the Queue system places new conversations in a waiting line, informing the customer of their position and estimated wait time until an agent becomes available.

[Image showing the Queue and Routing settings in the Miscellaneous tab]

6.2. Setting Up Supervisor Roles

The Supervisor role is for team leaders. To set it up, go to Settings > Admin and find the “Supervisors” section. Here, you can assign an agent as a Supervisor and grant them special permissions, such as viewing all conversations or accessing reports, without giving them full administrative access.

Analysis & Optimization

This section explains how to use Vera.Support’s analytics to understand your performance and make improvements.

7.1. Reading Reports and Statistics

The “Reports” area is where you find all your data. You can filter by date to see performance for any period. Key reports show you your total and missed conversations, your agents’ response times and satisfaction ratings, and information about your users like their country. You can also see which knowledge base articles are most popular and what customers are searching for, which helps you find gaps in your help content.

7.2. Best Practices for Efficiency

To get the most out of the system, follow these tips:

• Continuously Train Your Chatbot: A smarter bot handles more queries.
• Build a Dynamic Knowledge Base: Use reports to find and fill content gaps.
• Master Saved Replies: Use pre-written answers for common questions.
• Use Tags and Departments Strategically: Good organization makes reporting easier.
• Review Your Reports Weekly: Use data to find areas for improvement.

Account, Billing, and Add-ons

This final section covers how to manage your account, subscription details, and special programs.

8.1. Managing Your Subscription and Billing

Navigate to the “Account” or “Billing” section to view your current plan, upgrade or downgrade, see your billing history, download invoices, and update your payment method.

8.2. Managing AI Credits

AI features use a credit system for transparent, usage-based billing. In the “Billing” section, you can check your credit balance and purchase more. For uninterrupted service, we recommend enabling the “Auto-recharge” feature.

8.3. White Label and Affiliate Program

In your “Account” section, you can activate the White Label option to remove our branding from the chat widget for a monthly fee. You can also join our Affiliate Program to get a unique referral link and earn a 25% commission on new customers you refer.

You have reached the end of the guide! You are now equipped with the knowledge to set up, manage, and optimize your entire support operation with Vera.Support.

Frequently Asked Questions (FAQ)

Here are answers to common questions. If you need more help, please contact our support team.

General & Setup

What is Vera.Support? It’s a platform to manage all customer chats (from your website, WhatsApp, etc.) in one place with AI tools.

Do I need to code? No. You just copy-paste one line of code. The rest is managed through a user-friendly interface.

How do I access my admin panel? Use the unique URL you received at signup. We recommend bookmarking it.

What’s the difference between an Agent and an Admin? Agents handle chats. Admins have full access to all settings.

Can I use it on multiple websites? Yes, use the same chat code on all your sites.

Is the admin panel mobile-friendly? Yes, it works like an app on your phone or desktop, so you can provide support from anywhere.

What languages does it support? It supports dozens of languages. You can manage them in Settings > Translations.

Web Chat & Installation

Why is my chat widget not on my website? Please check three things: 1. The code is placed correctly before the closing </body> tag. 2. Your website and browser cache are cleared. 3. No setting is hiding it (like “Hide chat outside of office hours”).

What’s the best way to install on WordPress? Use a free plugin like “WPCode – Insert Headers and Footers” and paste our code into its “Footer” section.

How do I change the chat’s appearance? You can customize colors, headers, and icons in Settings > Design.

Can I change the header text? Yes, in Settings > Design under “Header Title” and “Header Message”.

Can the chat open automatically for visitors? Yes. Enable the “Welcome Message” and its “Open chat” option in Settings > Messages & Forms.

How do I move the chat button’s position? You can switch between “Right” and “Left” in Settings > Design.

Can I hide the chat on specific pages? Yes, this is an advanced feature. Please contact support for help.

Integrations

Why are my WhatsApp/Instagram messages not arriving? Try reconnecting the integration in Settings. Also, ensure you granted all permissions during the Facebook setup.

Do I need a special WhatsApp account? Yes, you need an official WhatsApp Business Account (WABA).

When I reply, does the customer see it on WhatsApp/Instagram? Yes, your replies are sent directly to the app they used.

Can I connect multiple numbers or pages? Yes, you can connect and manage several channels.

What’s the Tickets System? It’s a support panel embedded on a page (not a pop-up), ideal for formal ticket-like requests.

Why aren’t my emails creating conversations? Double-check your email forwarding rules to ensure they are sending a copy to your unique @vera.support address.

Will my old emails be imported? No, it only works for new emails after setup.

What is the “BotFather” for Telegram? It’s an official Telegram bot used to create your own bot and get the required API token.

Can I see WhatsApp read receipts? Yes, you can see the message status.

Daily Use & Team Management

How do I get new message notifications? Enable sound, desktop, and mobile notifications in Settings > Notifications.

How do I change my online/offline status? Click your profile icon in the top-right corner.

What’s the difference between ‘Archive’ and ‘Delete’? Archive saves completed chats. Delete permanently removes spam.

What are “Internal Notes”? Private notes for your team only. Customers cannot see them.

What are “Tags” for? To label and categorize chats (e.g., “Urgent”), which helps with filtering.

What are “Saved Replies”? Pre-written answers for common questions to save time.

Can I message all my users at once? Yes, on the Users page, select users and click “Send a message.”

How do I see all past chats with a customer? In the user’s profile.

Can I transfer a chat to another agent? Yes, use the “Assignments” dropdown in the conversation panel.

Artificial Intelligence (AI) & Chatbot

Is using the AI Chatbot mandatory? No, it is a powerful but completely optional add-on.

Why do I need to buy AI credits? The AI uses third-party models that charge for usage. Credits ensure you only pay for what you use.

What happens if I run out of credits? The AI features will pause, but your human agents can still chat normally. Your chat will not stop.

Why isn’t my chatbot answering correctly? You need to train it! Add your website URL, upload documents, or create Q&A pairs in the Chatbot > Training area.

What’s the best way to train my chatbot? Start with your website sitemap, upload helpful documents, and then create specific Q&A pairs for common questions.

What are “Flows”? Visual, step-by-step conversation builders for guided dialogues (e.g., for booking or troubleshooting).

What is “Smart Reply”? An AI feature that suggests relevant responses to your human agents to speed up their work.

How do I fix a wrong AI answer? Create a new Q&A entry with the correct answer. This will override its previous knowledge.

How can the chatbot transfer to a human agent? Enable the “Human Takeover” feature in settings. The bot will then offer to connect the user to a person if it gets stuck.

Advanced Features & Account

What is “Routing”? It automatically gives new chats to the least busy agent.

What is the “Queue” system? It puts customers in a waiting line when all agents are busy. Best for high-volume teams.

Where can I find my invoices? In the “Account” or “Billing” section.

How do I change or cancel my subscription? You can manage this in the “Account” or “Billing” section.

The White Label branding is still there after I paid. Why? You need to clear your website and browser cache.

How do I track my Affiliate Program earnings? In the “Affiliate” tab in your account section.

Troubleshooting

Here you can find solutions to common problems. Before contacting support, please check here first.

Chat Widget Problems

Q: My chat widget is not appearing on my website. What should I do?

A: First, check that the code is installed correctly at the bottom of your site. Second, clear all caches (website and browser), as this is the most common cause. Finally, check Settings > Chat for any rules that might be hiding the widget.

Q: I changed my chat’s design, but the changes aren’t showing up.

A: This is a caching issue. Please clear your website and browser cache. You can also check in an incognito/private browser window.

Q: How can I change default text like “Write a message…”?

A: All default text can be edited in Settings > Translations.

Notification Problems

Q: I’m not getting sound or desktop notifications.

A: Check that your browser has permission to show notifications for our site. Also, make sure your computer’s “Focus” or “Do Not Disturb” mode is turned off. Finally, check your notification settings in the Vera.Support panel.

Q: My agents are not receiving email notifications.

A: Ask them to check their spam/junk folder. Also, note that emails are usually only sent when an agent is offline. If they are online, the system assumes they will see the message in the dashboard.

Integration & AI Problems

Q: My WhatsApp or Instagram messages stopped working.

A: The connection from Meta (Facebook) may have expired. Go to the integration settings and click the “Reconnect” button to refresh it.

Q: The chatbot isn’t responding.

A: Please check three things: 1) Is the chatbot enabled in your AI settings? 2) Is your API key correct? 3) Have you run out of AI credits in your billing section?

Q: The AI gives generic answers and doesn’t know about my products.

A: You need to train the AI! Go to the “Chatbot” > “Training” area and give it your website URL, upload documents, or create specific Q&A pairs.

Account & Billing Problems

Q: I’m having trouble making a payment.

A: Please double-check your card details. If the problem continues, it’s best to contact your bank, as they may be blocking the transaction for security reasons.

Q: I can’t log in to my admin panel.

A: Use the “Forgot Password” link on the login page. If you see a “Too many login attempts” error, our security system has temporarily blocked you. Please wait for one hour and try again.

“I Need More Help” (Professional Services)

Q: This is too complicated. Can your team set it up for me?

A: Yes, we offer a professional setup service. Our basic setup starts at a one-time fee of $150. For more complex needs, please contact us for a custom quote.

Q: I’ve tried everything and I’m still stuck. What now?

A: Our support team is here to help. Please contact us with a detailed description of your problem, and we will get back to you as soon as possible.

Security & Data Privacy

Your data and your customers’ data is our highest priority. We have built the Vera.Support platform with a multi-layered security approach to ensure your information is always protected.

Platform & Infrastructure Security

Q: How is my data protected on your servers?

A: Our platform runs on industry-leading, secure cloud infrastructure. All data transmitted between you and our servers is encrypted using SSL/TLS (HTTPS), and your sensitive data is also encrypted when stored in our databases.

Q: Do you perform security checks on your system?

A: Yes. Our systems undergo periodic security audits and vulnerability scanning to proactively identify and address potential threats.

Application & Account Security

Q: How do you prevent my account from being hacked?

A: To prevent unauthorized access, our system has brute-force protection. After multiple failed login attempts from a single IP address, that IP is temporarily blocked.

Q: Are my conversations safe from web attacks?

A: Yes. We actively protect against common web vulnerabilities such as Cross-Site Scripting (XSS) and SQL injection to ensure your conversation data remains secure.

Q: What should I do to make my account more secure?

A: Security is a shared responsibility. We strongly recommend that all your agents use strong, unique passwords. Also, use the “Roles and Permissions” settings to give your team members only the access they absolutely need.

Official Meta Partnership & Data Privacy

Q: Why is connecting to WhatsApp or Instagram so difficult on other platforms?

A: The integration process for Meta’s platforms (WhatsApp Business API, Instagram Direct) is notoriously complex and requires a rigorous technical and business verification process that can be very difficult for individual companies to navigate.

Q: How does Vera.Support make this easier and more secure?

A: As an Official Meta Technology Partner, Vera.Support has already completed this entire technical and security vetting process on your behalf. Our integration is officially approved and recognized by Meta. This means you get a secure, pre-approved, and stable connection without going through Meta’s complex developer requirements yourself.

Q: Is my data shared with other customers?

A: No. Your account’s data is logically separated from all other customer accounts to ensure complete privacy.

Q: Are you GDPR / KVKK compliant?

A: We are committed to upholding data privacy regulations. Our platform is designed with features to help you stay compliant with your data responsibilities as a data controller.

Vera.Support Settings: A Complete Overview

Welcome to the complete settings manual. This guide provides a clear explanation of each setting to help you fine-tune your support system for optimal performance and the best customer experience.

1. Chat Settings

These settings control the core behavior and visibility of your live chat widget.

Disable dashboard / Allow only one conversation: This simplifies the user interface and keeps all communication with a customer in a single, easy-to-follow thread. Recommended: Enable (Check this box).

Hide chat outside of office hours / Hide chat if no agents online: These settings control chat visibility based on time or agent status. Recommended: Keep these disabled (Unchecked) for a 24/7 service, allowing customers to leave a message at any time.

Language: This controls the language of the chat widget interface. Recommended: Select “Multilingual” to automatically adapt the widget’s language to the user’s browser.

Disable uploads: This prevents users from sending files. Recommended: Keep this disabled (Unchecked). Allowing users to send screenshots is crucial for effective problem-solving.

Disable voice messages: This prevents users from sending voice messages. Recommended: Enable this (Check the box). Written records are clearer and more professional for support.

Manual initialization: This is an advanced setting for developers. Recommended: Keep this disabled (Unchecked).

2. Admin Settings

These settings customize your own admin panel experience and your team’s permissions.

Collapse panels: This provides a wider, cleaner workspace for your agents by default. Recommended: Enable.

Automatically archive conversations: This keeps your inbox clean by automatically archiving conversations that have been marked as read for 24 hours. Recommended: Enable.

Agent privileges: This sets permissions for your team members. Recommended: Grant minimal permissions to agents. Allow them to “Update conversation department,” but disable access to sensitive areas like “Users area” and the ability to “Delete conversation.”

Saved replies: This is a powerful productivity tool. We recommend creating pre-written answers for your most common questions here to save a huge amount of time.

Advanced Customization (Custom JS, CSS, Manifest): These are for developers only. Incorrect use can break your admin panel. Recommended: Leave these fields blank.

3. Notifications Settings

These settings ensure you and your customers are notified of new messages.

Sound settings: Plays an audio alert for new messages. Recommended: Enable for admins (“Active – admin”) but disable for users to avoid annoying them.

Desktop notifications / Flash notifications: Shows browser-level notifications. Recommended: Set both to “Agents only”.

Email notifications: Highly Recommended. Enable both “Agent email notifications” and “User email notifications” to ensure no message is missed.

SMTP: Essential. You must configure this with your own professional email provider’s details. This ensures all system emails are delivered reliably and do not go to spam.

Email piping / Text message (SMS) notifications: These are advanced features for integrating email inboxes or SMS services. Recommended: Disable for now to keep your initial setup simple.

Notifications icon: This is the icon shown in notifications. Recommended: Upload your brand logo to make your notifications look professional.

4. Users Settings

These settings control how your customers are registered and managed.

Require registration: This is the most important setting for your business model. Recommended: Set this to “Registration and login form” to ensure only registered subscribers can use the support system.

Registration fields: This lets you customize the sign-up form. Recommended: Keep it simple. Only ask for essential information like Name and Email, and mark them as “Required.”

Email verification (OTP): Sends a confirmation code to the user’s email during registration. Highly Recommended: Enable this to prevent fake accounts.

Bot name & Bot profile image: Give your bot a name (e.g., “Vera Assistant”) and upload a logo. Recommended: Customize these to make the AI feel more trustworthy.

5. Design Settings

These settings control the visual identity of your chat widget.

Colors: This is essential for branding. Recommended: Use your brand’s official color codes for the Primary, Secondary, and Tertiary colors to match your website.

Header Type: This changes the style of the chat header. Recommended: Select “Brand” to display your logo prominently.

Header brand image: After selecting the “Brand” header type, be sure to upload your company logo here.

6. Messages & Forms Settings

These settings control the automated messages your users will see.

Welcome message: Proactively greets visitors. Recommended: Enable this with a short delay (e.g., 3 seconds) and the “Open chat” option.

Follow-up message: Manages expectations when your team is busy. Recommended: Enable this with a 1-minute delay and a message like, “We’re currently experiencing high volume, but an agent will be with you shortly.”

Rating: Automatically asks for feedback when a conversation is closed. Highly Recommended: Enable this. It is vital for improving your service quality.

Offline message: Informs users that their message has been received outside of your working hours. Recommended: Enable this.

Popup message & Privacy message: Recommended: Keep these disabled, as their functions are already handled more effectively by the Welcome Message and your registration form.

7. Miscellaneous Settings

This tab contains various technical and workflow settings.

Scheduled office hours: This is essential for the “Offline message” feature to work correctly. Recommended: Set your team’s actual working hours here.

Departments: Helps organize your support queue. Highly Recommended: Create at least two departments, such as “Subscribers” and “General Inquiries.”

Queue & Routing: Automatically assigns conversations to agents. Recommended: Disable for now. Manual assignment is often more efficient for small teams.

Performance optimization: Recommended: Enable “Minify JS” to speed up your site, and set “Archive old messages” to a period like “6 months” to keep your database fast.

8. Artificial Intelligence Settings (OpenAI)

Our platform offers two ways to power your AI chatbot with OpenAI’s technology. You can choose the method that best suits your technical comfort and business needs.

Method 1: Using the Built-in AI (Recommended & Easiest)

This is the fastest and easiest way to get started. If you want to use the AI seamlessly and immediately, you can use our existing, integrated OpenAI system. This allows you to activate the AI with a single click without needing an external account.

How it works: This method uses our integrated OpenAI service, which is billed through a simple credit system. This causes an extra cost on top of your subscription. Your main subscription covers the platform, while AI usage consumes credits from your account.

• To have the AI respond to your customers, you must have a sufficient credit balance in your ‘My Account’ page.
• You can purchase credits at any time using a credit card from the ‘My Account’ page.
• Important: If your credit balance runs out, the AI will automatically stop responding to customers until you add more credits.

How to activate:

1. Navigate to Settings > Artificial Intelligence.
2. In the “OpenAI” section, set the “Sync mode” to “Automatic”.
3. Ensure you have purchased AI credits from your ‘My Account’ page.
4. Check the “Chatbot” box to turn it on. That’s it!

Method 2: Using Your Own API Key (For Advanced Users)

This method is for advanced users or developers who have their own OpenAI account and prefer to be billed directly by OpenAI for their usage.

Important Warning: If you are unsure about what an API key is or how to manage your own OpenAI billing, the best and safest option is to use the built-in AI (Method 1).

Once the AI is connected via either method, you can configure its behavior using the other settings on this page, such as Model, Prompt, and Human takeover.

9. Tickets Settings

Controls the behavior of the formal ticketing system, if you choose to use it.

Display in dashboard (Articles): Shows your Knowledge Base in the ticket area. Recommended: Enable.

Do not show tickets in chat: Keeps live chat and formal tickets separate. Recommended: Enable for better organization.

Require registration: Recommended: Enable to ensure all tickets are from known, registered users.

reCaptcha: Protects your ticket form from spam. Highly Recommended: Enable this and enter your Google reCAPTCHA keys.

10. Articles Settings

Controls your self-service Knowledge Base.

Display in dashboard: Adds a search bar to your chat widget, allowing users to search for answers before starting a conversation. Highly Recommended: Enable this to reduce your support load.

Display categories: Organizes your articles by topic for easier browsing. Recommended: Enable.