Chats

15 min

The Chat section in Sanoflow is the heart of customer interaction, designed for seamless, multichannel communication, team collaboration, automation, and efficient engagement.

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:
  1. Document: 100mb:
    Doc format: MS Word, PDF, MS Excel, Powerpoint, Google Spreadsheet/Word/Presentation, Audio: AAC/AMR/MP4/OGG
  2. Image size: 5mb
    Image format: PNG, JPEG, WEBP
  3. 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 Use Cases

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

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.
Can I preview a quick reply before sending it?
- Yes. When you select a quick reply using “/”, it appears in the input box first. You can review and edit it before sending.
Is it possible to see who last responded in a conversation?
- Yes. Each message in the chat clearly displays the sender’s name or initials, whether it’s a team member, the bot, or the customer.
Can I schedule messages to be sent later?
- No, Sanoflow currently doesn’t support scheduled messaging. You’ll need to send messages manually in real-time or use automation via flows if configured.