Unify360 Messaging Settings

To begin customizing, navigate to the Messaging icon, you'll find different buttons Messages, Settings, AI Receptionist, Website Chat, Analytics and Contact Form.

Let’s walk through each option.

You can customize how your connected channels are organized within the Messaging interface.

Toggling a Dedicated Inbox: You can choose which channels get their own separate inbox. Turning this setting off only removes that specific dedicated view. All existing and new conversations will continue to appear in the "All" inbox, and you will still receive notifications for them.

Disconnecting a Channel: If you choose to disconnect a channel, you will keep its dedicated inbox and full conversation history, but its AI capabilities will be paused.

How to Update Chat Notifications

First, ensure that your team has access to Unify360 Messaging. Click here for instructions on setting up new user profiles. Once all accounts are set up, you can move on to the Notifications.

Stay on top of customer interactions by setting up automated reminder timers for unreplied chats.

In the Awaiting Reply Reminder section (under Messaging Notifications), set the number of minutes or hours before the system alerts you about a pending chat.

Similarly, use the Customers Not Responding to AI Receptionist section to set a timeframe for notifications if a customer stops responding to the AI.

Lastly, to enable chat reminders, go to Notifications and locate the Messaging section. Toggle the SMS, email, and push (mobile app) settings for New Conversations, New Message, Awaiting Reply Reminder, and Message Send Failure.
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Head to the Website Chat section to tailor how your widget looks and works. As you make adjustments, the live Preview window on the right will display your changes immediately.

Customizing the Widget

Enable the chat widget by toggling Show Website Chat on my website. Next, match the widget to your brand colors in the Appearance section, and tailor the opening and closing text under Widget Messages. You can also enable the Live Chat channel for real-time visitor chats and Text Us for SMS conversations. Finally, click Save Website Chat Settings to apply your changes.

Customize your Button Style and Bubble Popup by toggling Show text label and entering your Button text. Adjust your welcome, ending, and after-hours messages in the provided text boxes, then click Save Website Chat Settings to confirm.

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 Settings 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 Unify360 Messaging. Click Save Channels to apply your changes.

Text Number / Voice Call Number / Email Name
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Unify360 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.
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Lastly, the email name is a unique email address that represents your business and is used to process all communications through Unify360 Messaging. For example, [email protected].
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Under the Website Chat, scroll through the Availability section this is where to manage your business hours. Choose Set hours to open and closed hours per day in your timezone.

You can also choose the Always Available if your business operates around the clock. After making your changes, click Save Website Chat Settings to apply.

Go to Website Chat on the left menu. From here, you can click Install guide for step-by-step instructions, or bypass it by copying the widget code directly from the Install code section and toggling the Show Website Chat on my website radio button.