Manage Conversations Using BotStar Inbox

Inbox is a tool that allows you to communicate with chat users right in BotStar. It allows you to jump into a conversation and answer the questions by using Human Takeover. You also can manually manage the data of chat users by adding tags for them and sending them messages.

In this article, you will be guided through:

Why should you use BotStar Inbox?

Using BotStar Inbox instead of Facebook Messenger Inbox will definitely bring you some advantages. Here are some amazing ones that can be pointed out:

  • Easily managing conversations coming from different platforms
  • Tagging and customizing user attributes to segment the audiences
  • Supporting multiple Human Operators
  • Sending complex blocks instead of simple text (to be released in the near future)

Inbox Overview

BotStar Inbox consists of three columns: the chat user list & search tools, the conversation box and the user’s profile.

  • The chat user list & search tools is located in the left of the Inbox. In this list, we allow you to search, sort and filter the chat users.
  • In the middle of the Inbox, you'll find the chat conversation. The selected conversation content will be displayed here.
  • The user's profile is the last column to the right. All the user information that your chatbot collected during the conversation will be shown here.

1. Chat User List & Search Tools

Thousands of chat users is not a problem, you can search any conversations and jump right into the desired one to see the details. As being shown, there are some ways to start searching:

  • Click Search icon in the left corner to find a conversation
  • Sort by time: Newest or Oldest
  • Filter:
    • Channels: Messenger or Website
    • Operator Mode: Human or Bot
    • Interaction: Get started then left or Get started then Continue

search tools

2. Conversation

The selected conversation will be displayed in the conversation part of Inbox.

Inside of the 24-hour messaging window, you can simply chat with the chat users in BotStar Inbox without moving to the Facebook Messenger. To help you distinguish between the sent message and the delivered message, we have a small icon next to your message as being shown in the below picture:

  • Delivered message: Message has been successfully delivered to the chat users Inbox, but it doesn't mean that chat users read it.

Delivered-message

  • Sent message: Message has been successfully sent from your end.

Sent-message

Outside of the 24-hour window, a Message Content box will appear at the bottom of the conversation. This box allows you to choose one of four Message Tag types (including Event Update, Post Purchase Update, Account Update and Human Agent or the One-Time Notification topics to send messages to chat users. These messages enable sending important and personally relevant 1:1 updates to users outside the standard messaging window.

Sent-message

If you are interested in getting to know more about message tag or the One-time Notification message, please refer to these articles for your information:

3. User Profile

User Profile provides bot operators with useful information so that they can get an overview of their chat users.

Curious about how it looks like, please check this out:

With the details in the profile, bot operators can:

  • Know the channel they come from (Messenger or Website)
  • See user's basic information (User Status (subscribed or not), Timezone, Gender, Language)
  • Create tags manually: In Tags > Click Add > Choose from list or type a new tag > Enter or click Add value...
  • Enable Human Takeover to disable bot and allow human operators to take over the conversation inside the 24-hour messaging window. Want to know more about Human Takeover, you can refer to this article Human Takeover

If you have any concerns, please feel free to leave a comment below or contact us through support@botstar.com. For more details on how we have helped our customers grow their business, you can view our use cases, blogs or join our BotStar community to learn and share new things 😊


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