Live Chat

You can use Live Chat to send messages to your subscribers individually. You can also view the entire chat history with your subscribers (including - but not limited to - automated messages, broadcasts, story mentions and instant replies). Please note that when subscribers send you a new message, the green notification bubble in the left sidebar on top of the Live Chat icon, changes to a red notification bubble, indicating new chat messages are coming in.

Here's a short video on how Live Chat works:

We hope the video sheds some light on the Live Chat feature. If that went a bit too fast for your taste, please see the rest of the article about the Live Chat Panel.

Live Chat Panel Overview

You can perform multiple tasks within Live Chat. This article covers both the basic and more advanced features of the Live Chat Page.

Here are some of the ways you can use Live Chat:

Send messages to the subscribers individually
View the chat history with subscribers (including automated messages, broadcasts, and instant replies)
You can also add tag(s) to individual subscribers, pause automated replies, send pre-made messages, and more.

Live Chat Panel Explained

In this section of the article, you find what you can expect on the Live Chat Panel.

Subscribers

In this section, you see the complete list of all the people who have subscribed to your page associated with the current bot AND have to send you a Private Message.
If your Instagram business account is connected to your page, you will also see here your Instagram subscribers.
This part of Live Chat also displays the name and profile pictures of the subscribers. Messenger and Instagram icons are placed on subscribers on the left, and on their user profile itself, to easily identify and differentiate where the subscribers are chatting from.

Open/Close Tabs allow you to switch between current Open Chats and Chats you’ve closed because you deemed the conversation as “Solved”.
Using the “Cog Wheel” provides you three options either Open or Close all conversations and set your Policy settings.
- Policy Settings - This allows you to choose the type of message that you'd like to send to your subscriber in Live Chat namely; Promotional, Non-promotional, and One-Time-Notification. To learn more about these classifications, please see our documentation on Messaging Policy/Flow Types

To view the conversation of a particular subscriber, scroll up or down to locate the subscriber and click on the individual subscriber in order to open up the chat.
You can also use “Search” if you know the name of the subscriber, and then click on the subscriber in order to open up the conversation.

Chatbox

In this section, you can see the entire conversation between you and the subscriber from the first date the subscriber was added to Clepher. Live Chat supports images, videos, files, emojis, stickers, and thumbs up as well. It also shows Quick Replies, Button Messages, and all other Rich Media Messenger allows you to send out.

In order to start chatting with your subscriber, you simply use the Chat Reply Box. From here, you can send a message to the user by clicking on the field (where it says “Type your message here…”).
Simply start typing, and after you’re satisfied with your message simply press the “Enter” key on your keyboard. This will send the message to the subscriber.

However, this part is usually ‘blocked’ by a message as seen in the image below.

Here's what it means: If a subscriber has been inactive for more than 24 hours. You’re only allowed to respond to a service issue that surfaced earlier in the conversation, you’re not allowed to send promotional messages of any kind.

Once you clicked on Policy Settings, you will be prompted to select the suitable policy for your message that will be available during the entire Live Chat session with your subscribers.

Once that's set, you can start messaging your subscribers right away with the chosen policy.

Important Note: To protect you from sending messages with the wrong policy, every time you go to the Live Chat the policy will be automatically set to the Promotional Type. Then, once you change it, it will not change during your entire Live Chat session until you close the Live Chat.

Chatbox Icons

There are 3 icons you can click on.

Send Premade Message
- Click this icon to open up the Premade Message picker.
- This holds all your separate Messages you’ve set up in your Flows
  - Simply click the drop-down and select the message you want to send
  - Then hit “Send Message” in order to send the message to your subscriber

Personalization Tags
- Click this icon to add a Personalization tag to your message. As of writing this articles you can choose from 4 variables:
  - First Name
  - Last Name
  - Full Name
  - Page Name

Emojis
- Click this icon to add an emoji to your message

Subscriber Profile

In this section, you can view the additional information and some functions for the selected subscriber like pausing automated replies, adding and removing tags and custom fields manually. This is the exact same section as seen on the Audience Page. To learn more on what exactly are the details and functions within the Subscriber Profile.