Accessing Messaging Settings
To begin customizing, click on Settings in the left menu. In the settings window, you'll find different tabs for updating Notifications, Widget Options, Chat Channels, Open Hours, Webchat Installation Guide, Public Chat Page, and Global Reassign. Let’s walk through each option.
Manage Chat Notifications
Get real time alerts on new messages or new replies from your customers with our user-friendly interface. You can also assign who receives push notifications for new chats and view user details, such as email and phone information.
How to Update Chat Notifications
First, ensure that your team has access to Unify Messaging. Click here for instructions on setting up new user profiles. Once all accounts are set up, you can move on to the Settings.
From the settings menu, click on the Notifications tab. In the Default Followers section, search for and tag the company user(s) you want to set as default followers. Once you've selected the appropriate users, click Save to confirm your changes.
To remove a user, simply click the x next to their name. |
To help you stay on top of customer interactions, we've set up first and second unreplied chat reminders. This means the system will send you a reminder for chat threads that still need your attention, based on the time frame you set. In the Unreplied Chat Reminders section, set the number of minutes for when you'd like these reminders to be sent.
To make sure nothing falls through the cracks, you can bump unreplied chats within your set time frame as well. Toggle the Bump Unreplied Chat option and set the number of minutes for the reminder.
Want to close deals faster? You can set up reminders for your customer's pending conversation with you! Just toggle the Remind Contact option and choose the time frame for the first and second reminders. Your customers will receive the notification via text or email, depending on the last mode of communication used. Here's an example of the push notification that goes out to your customers when enabled.
Lastly, assign company users to receive chat reminders by going to the Users Notification table and toggling the New Chat, First Unreplied Chat, and Second Unreplied Chat columns.
If you prefer to disable an alert for a user, toggle off the option. The search bar located on the right side of this window is useful when you need to find a specific user profile.
Text Widget Options
Customize your new text widget's appearance and functionality through the Widget Options tab. See your changes in real-time with the Mobile Preview on the right side of the screen.
Customizing the Widget
Make sure that the text widget is enabled by toggling the Show Widget button. Adjust the Base Color and Message Color to match your branding. Hit the Save changes option at the bottom of the mobile preview.
Customize the Bubble Message by toggling the Show Bubble Message button and editing the message text in the provided field. Edit the Welcome, Ending, and Text Us Initial Message as well as the Initial Message after hours by updating their respective text boxes. Click Save to confirm your changes. A confirmation pop-up will appear.
Chat Channels
To ensure you’re receiving all forms of communication from customers and leads, you can enable or disable specific chat channels such as Reviews, Contact Form, and Facebook. By default, Email and SMS are always on.
In the Chat Channels section, toggle the icons for for the corresponding channel you want to enable or disable. Once updated, a confirmation pop-up will notify you that your changes were successfully applied. For Facebook, you have to log in and connect your Facebook account to Unify Messaging.
Text Number / Voice Call Number / Email Name
Unify Messaging enables you to send outbound messages. The text number in the Chat Channels section is the local number your customers can text, and it's also the number from which your outbound messages are sent.
The voice call number, on the other hand, is the number your customers will be directed to when they attempt to call the text number. Make sure to provide your business number in this field.
Lastly, the email name is a unique email address that represents your business and is used to process all communications through Unify Messaging. For example, [email protected].
Business Hours Management
The Open Hours tab is a dedicated section to manage your business hours. First, ensure your time zone is set correctly by selecting it from the Timezone drop-down.
Setting Business Hours
Click Change All Days to set the same hours for every day, or edit each day individually. You can also enable the 24-hour setting if your business operates around the clock. After making your changes, click Save Changes to apply.
How to Install Your Text Widget
In the How to Install Your Webchat tab, you'll find a step-by-step guide to help you install the text widget on your website. Follow the instructions to get your widget up and running quickly.
Public Chat Page
Your Public Chat Page is a direct, accessible way for customers to start a conversation with your business, no app downloads or phone calls required. It provides a seamless connection, allowing instant communication.
Customizing Your Public Chat Page
To get started, toggle on the Public Chat Page using the switch on the left-hand side of your dashboard. Once enabled, click Edit Settings in the top-right corner to customize the page's appearance and align it with your business branding.
Share the link with your customers for easy access found at the bottom of the QR code.
Global Reassign
With the Global Reassign feature in Unify Messaging, you can easily transfer all conversations from one user to another. Here’s how:
Go to Settings > Global Reassign.
Select the user whose conversations need to be transferred.
Choose the new user from the dropdown list who will be taking over.
Click the Reassign button.
Once the transfer is complete, the Assignee History will be updated to reflect the changes. Finally, head back to your omnichannel inbox and filter by assignee to ensure all conversations have been successfully reassigned.
This new feature streamlines team workflows by easily redistributing conversations to the right team member. It enhances team transitions, optimizes resource allocation, and boosts customer service efficiency. With updated Assignee History, it ensures transparency and accountability, helping track responsibility. Ultimately, Global Reassigning improves customer satisfaction by ensuring timely, accurate responses.