Chats

the chat section in sanoflow is designed for seamless communication, integrating advanced tools for team collaboration, automated assistance, and efficient customer engagement in this page you will find an extensive look at the chat features and their functionalities getting here to get to chats navigate to inbox from the left hand menu open the chats that are located in any of the views available chat features generating payment links note this feature is only available if you have any of our payment integrations easily send payment requests directly within the chat interface click on the payment icon in the chat toolbar choose a payment provider from the dropdown (e g , clickpay, stripe) enter payment details and generate the link the link appears in the chat for the customer to act on use case when a client requests billing details or needs to make a payment for services, send them a payment link without leaving the conversation chat messages vs comments chat messages these are sent directly to customers and appear on their platform (e g , whatsapp, instagram) comments internal notes marked in yellow that are visible only to your team these are great for collaboration best practice use chat messages for client communication and comment messages to leave internal notes such as follow up reminders or task instructions for your team switching reply channels sanoflow allows you to reply from the customer’s preferred platform use the channel dropdown in the chat toolbar to select a connected platform (e g , instagram, whatsapp) switch channels effortlessly to provide a consistent experience use case a customer initiates the conversation on whatsapp but prefers to follow up on instagram simply toggle the channel dropdown and respond accordingly adding and using quick replies quick replies save time by providing pre defined responses type / in the chat box to open the quick replies menu select an existing quick reply or click the + icon to create one assign a message name and enter the canned message text save it for future use use case use quick replies to address repetitive questions like "what are your business hours?" or "how can i schedule an appointment?" ai reply assistant the ai powered assistant helps draft context aware responses click the ai icon in the toolbar for an automatic reply suggestion use the pencil icon to review and edit the ai drafted message before sending benefits saves time on complex queries ensures consistent tone and professionalism allows customization for a personal touch example a customer inquires about product availability the ai suggests "hello, we currently have \[product name] in stock would you like to place an order?" assignment and team collaboration each conversation shows which team or individual it’s assigned to the assignment message is visible in the chat, providing clarity about responsibility reassign the chat by clicking the assignee name and selecting a new team or agent use case assign a technical issue to the support team while keeping billing inquiries with the finance team toggling between views organize your chat workspace based on conversation type categorize chats as open, my inbox, waiting for customer, unread, assigned to me, etc team views view conversations filtered by specific teams, such as "support" or "sales team" benefit this ensures clarity in workload and allows focused navigation reply features rich text formatting use bold, italics, and emojis to make messages engaging quick action buttons add attachments, generate payment links, or use quick replies without leaving the chat keeping in mind that the file sizes are limited to document 100mb doc format ms word, pdf, ms excel, powerpoint, google spreadsheet/word/presentation, audio aac/amr/mp4/ogg image size 5mb image format png, jpeg, webp video 16mb video format mp4, jgpp advanced use cases switching channels dynamically a customer may message on whatsapp and later on instagram sanoflow lets you track both interactions and respond accordingly ai suggestion customization edit ai responses with the pencil icon to align with your brand voice practical tips keep replies organized use quick replies and comments effectively for faster resolution optimize with ai let the ai reply assistant draft initial messages and personalize them before sending track assignments use the assignment messages log to stay updated on chat responsibility monitor payment links track the status of sent payment links and follow up with clients as needed best practices for effective chat management respond fast leverage quick replies and ai assistance to minimize response time collaborate efficiently use comments to maintain context for team members ensure accuracy double check ai replies for brand consistency faqs can i edit a quick reply after creating it? yes, navigate to the quick replies menu, select the message, and make your edits what’s the difference between ai reply and the pencil icon? the ai reply automatically generates a response, while the pencil icon allows you to customize the draft before sending how do i reassign a chat to a new team? click on the team assignment in the chat header and select the new team or agent from the dropdown what happens if i switch reply channels mid conversation? the conversation seamlessly continues on the newly selected platform, ensuring a smooth customer experience why is the unread notification still showing up, even when i open the chats? to ensure you don't miss a chat, a notification will remain until one of the following has been completed to reply to a chat, to close a chat, the assignee has to open the chat and read it, why is my chat taking so long to be assigned to an agent? a chat may take long to be assigned to an agent if there is an active chat bot with an active question flow in this case, if the client takes a long time to reply to the chat bot, the chat will be assigned to an agent you can control the time it takes to assign an unattended chat through the flow's settings if round robin (auto assignment) is active on a team level, then the chat will only be assigned to agents whom are online from this specific team you may add a fallback team for round robin in case your main team is unavailable how do i set an away message for my out of office hours? navigate to settings > users > teams > and then choose the team that you want to set this message for