Chat tab

Introduction

Chat is an engagement that allows you to live chat with followers. By default, every channel’s chat is enabled. If you want to be able to send and receive messages from your followers you will have to enable your chat.

Chat can be accessed by end user either through your channel page or through channel chat conversations.

How to communicate with users

How to communicate with your end users

First, you must take unanswered conversation by sending your first message to the end user.

Once you take conversation, conversation status changes to Active and your name is being shown as the owner of that conversation (visible to you and your customer care agents on web and partner admin apps).

If the conversation you want to take has been already taken by one of the other agents, you will receive a warning as shown below. By clicking on Yes, you will overtake conversation.

While you are having a chat conversation with your followers, you can preview their engagement history (see what coupons they have redeemed, if they earned points recently, received messages, etc.)  by a simple click on the icon  located at the top right-hand corner.

Send an engagement that is available for the end user by clicking on the icon next to the message input field.

Locations

There are two types of locations:

  • Your store locations
  • Locations for targeting end users

Location name

Enter the name of your location. If you use this location for proximity targeting, the name will be used internally. If you want to show your store location, the name will be shown to the end users.

Location address

Find your address. You can also move the pin to get a more accurate position on the map.

Radius (in meters)

Optional field. If you leave this field empty (radius is set to 0), a location will be presented as your ‘shop location’ inside your channel page.

If you would like to use this location for live proximity targeting purposes, enter the desired radius in meters. Minimum recommended radius is 100 meters.

Segementations

Segmentation allows you to target specific end-user groups.

Create your custom segmentation and use it to segment your engagements. You can use more than one segmentation for one engagement.

Engagement

Use this section to target users who have/haven’t enabled specific engagement(s)

Example: Segment users who have enabled “Coffee Coupon”

Channel

This field can be used to target end users who have or haven’t followed your second channel. You can also target users based on how long they have followed a specific channel.

Age

Target end users that are in the certain age range.

Example: Segment users that are between 18 and 30 years old.

Notice: this segment will work only for the end users for which we have age parameter known.

Gender

Target end users based on their gender.

Example: Segment only female users.

Notice: this segment will work only for the end users for which we have gender parameter known.

Current points

Target end-users who currently have less, exact or more than a certain amount of points in your loyalty programs.

Example: segment end users who currently have more than 1.000 points in Points Loyalty.

Total points

Target end users who have accumulated in a total time of loyalty – less, equal or more than a certain amount of points in your loyalty programs.

Example: segment end users who currently have more than 10.000 points in Gamification Loyalty.

Level

Target end users from your gamification and advanced loyalties based on their current level status.

Example: segment end users who are in the first 3 levels of your Gamification loyalty or target users who are in the 5th level of your gamification loyalty.

Notice 1: first you must select loyalty and then you will have an option to choose levels. You can select only one loyalty.

Notice 2: to segment end users from one level you will have to select the same level in both “from” and “to” sections.

Language

Segment users by their language.

Example: Segment users who speak the English language.

Custom end-user lists

Segment users with one or more custom lists. Upload a custom end-user list from the web and use it to create a segment. Follow instructions and guidelines for list upload.

User management

Accounts 

Access the complete list of your admin Users. Here you can create new Users, edit and preview existing Users and their statuses.

On edit, you can change details about your users, change their password or disable them.

Enter the name of the user (e.g. Peter Peterson), email that user is using to log in, phone number (optional) and select one of the existing roles that will be applied to that user.

Once created, User will receive email (to the email provided above) with the link to setup password. Once a password has been entered, User can log in to the system and manage parts that are available for the role that User has.

Role management

Here you can create roles that will be used by your admin users.

By default, only one role is available – Account owner. Account owner role is assigned to the owner of your account (the email you have requested a partnership with). Only one user can have Account owner role.

Use Account owner role to give access to your account to other users. Click on Create a new role to create your custom role.

Here you can name your role and select what parts of the admin interface your Users can access to.

Based on the features available in your package this section can vary (features not available inside your purchased package will not be visible in this section).

Every feature provides three options:

  • View only
  • View and Update
  • Create, Update and Delete

Drawer Menu

Side menu contains a variety of additional options like your account setting, segmentations, locations and support.

Partnership settings

Add-ons

Here you can see your balance from your add-on purchases (Add-on wallet). Click on purchase add-ons to request new add-ons and buy more Gigabytes, Tenant points, Terabytes or Tenant Vip from your Tenant.

Add-on activity

A complete list of all your requests for add-ons with request date and approve/reject dates. Here is where you can cancel your pending requests if you have changed your mind.

 

Package

Information about your current package and monthly/yearly price. Here you can request to change your partnership package.

 

Package activity

A complete list of all your requests for partnership packages with request date and approve/reject dates. Here is where you can cancel your pending requests if you have changed your mind.

 

Info – Partnership details

Shows your brand name in the system, country and website (entered upon partner registration step).

Request add-ons

Click on “Purchase add-ons” to open add-on selection screen. Select at least one new add-on that you would like to purchase and click Request button to send a request to the Tenant.

You will receive an email once your add-on request has been approved or rejected and you will see the change in your account balance and account activity.