Reply to Your Chats
Find every conversation from your page, see which ones need you, and reply from your dashboard or from Telegram.
Part of: Know your audience
Every chat a visitor starts on your page is kept in your dashboard, whoever answered it. This guide covers finding a conversation, seeing which ones need you, and replying from Chat in your dashboard or from Telegram. If chat isn’t on yet, start with Set up chat.
Find a conversation
Open Chat in your dashboard. The Conversations tab lists every conversation, newest first, one row each:
- Visitor: the email they gave before chatting.
- Last message: the latest thing said, by anyone.
- Answering: AI answering or You answering.
- Started: when the conversation began.
Type in Filter by email to find one person. If someone came back another day, each visit is its own row, so you’ll see all of them. Use the second filter to show only the chats the AI is answering, only the ones you’re answering, or ones that have ended.
See which chats need you
When the AI can’t answer a question from your page or what you added in Chat settings, it tells the visitor so and marks the message Needs you. You’ll see a small flag on that row in the list, and the same label on the message inside the conversation.
Those flags are also your to-do list for What the AI should know in Chat → Settings. If the same question keeps getting flagged, add the answer there, and the AI can answer it from then on.
Read a conversation
Click the visitor’s email to open the conversation. At the top are their answers to any questions you ask before a chat. Below that is the whole conversation, with each message marked as from the visitor, the AI or you.
Reply from your dashboard
Type in Write a reply at the bottom of the conversation and press Send reply. Your reply shows up in the chat on your page.
You can reply to any conversation, including one the AI is answering. Replying takes that chat over: from then on you’re answering it, and the AI stays out of it. The conversation says so above the reply box before you send.
If your Telegram group is connected, your reply is copied into that visitor’s topic too, so the thread there stays complete.
Reply from Telegram
When a chat comes to you, it opens as its own topic in your Telegram group, named after the visitor’s email. The first message in the topic has their answers to your questions and the conversation so far.
Reply inside that topic, like any Telegram message, and your reply appears in the chat on your page. Messages in the group’s General topic don’t reach any visitor. Send text: photos and files stay in Telegram.
To connect a group, see Set up chat.
What the visitor sees
On your page, your replies are labelled with your page’s name, in a different colour from the AI’s, so the visitor can tell a person has joined. The first time you reply, the chat also says you joined.
If the visitor has left the page when you reply, they get your reply by email with a link back into the conversation. Several quick replies go out as one email. The email’s reply-to is your own address, so if they answer by email, it comes to you.