Follow every conversation in Slack, Discord or Telegram, and step in any time

What you get

• One thread per visitor. In Slack and Discord each conversation gets its own thread; in Telegram its own topic, in a group with topics. It is named after the visitor's e-mail address, shortened (j…@example.com), or “Visitor” with a short tag and the time.
• The whole conversation in it. What the visitor writes and what the assistant answers, gathered for a few seconds and posted together. E-mail addresses and phone numbers are shortened, and answers about an order stay in your dashboard.
• Hand-offs in the same place. When the assistant passes a visitor to you, the request goes into that visitor's thread, and the channel shows it too.

Choose what to follow

In your dashboard, open Conversations and find Follow conversations live. Pick one of three modes:

• Off: only hand-offs are sent to your chat.
• Only conversations that need a look: passed to you, the assistant was not sure or could not answer, the visitor seems unhappy or asks again. From then on the rest of that conversation follows.
• All conversations: every conversation, as it happens.

Slack

1. In Install & channels, under When a visitor needs a person, press Add to Slack.
2. Pick a channel, public or private, not a direct message. For a private channel, first type /invite in it and pick 7x24hrs AI Support.
3. Back in the dashboard, the Slack line shows what was checked. If something is missing it says what, with a button to connect again; after fixing it, press Check again.

Discord

1. Press Add to Discord and pick the server and the channel for requests.
2. For a thread per visitor our bot has to be in that server. If it is not, the Discord line says so: press Add the bot to your server. Discord opens with your server and the permissions already chosen (see the channel, send messages, create public threads, send messages in threads). Confirm.
3. Come back: the check runs again by itself and shows each permission with ✓ or ✗. If one is still missing, the channel's own settings deny it: allow it under the channel's Permissions, then press Check again.

Until the bot is in your server, everything keeps working as before: each post goes to the channel with the conversation's tag and the buttons to answer it.

Telegram

1. Press Send to a group and add the bot to the group. Send to me works too, but a private chat has no topics: each conversation is then a chain of replies.
2. In the group's settings, turn on Topics.
3. Make the bot an admin and tick Manage Topics.
4. On the Telegram line of your dashboard, press Check again: each step shows ✓ or ✗.

Step in at any time

Write in a visitor's thread or topic and your words go straight to their chat window, marked as from the store team, whether or not the conversation was passed to you. From then on the assistant pauses for that visitor and their next messages come to the thread, until you hand it back or 30 minutes pass without a word from you.

• Hand back: write done in the thread, or press Hand back to the assistant.
• The buttons: Reply to the shopper opens a box for your answer, handy on a phone.
• Discord: unless our bot may read the messages in your server, start what you write in a thread with a mention of the bot (type @ and pick it). The dashboard tells you whether you need to.
• Only people count: messages from bots, ours included, are never sent to the visitor.

Everyone in the channel can read these threads, which is why e-mail addresses are shortened there. The whole conversation is always in your dashboard.