3.3.1

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      Saved replies

        Select a conversation from the left menu or start a new conversation from the users area.

        Details

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        Notes

        User conversations

          Users list

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          Add new user
          Full name Email Type Last activity Registration date
          Settings
          • Chat
          • Messages
          • Admin
          • Notifications
          • Users
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          • Slack
          • Dialogflow
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          Login initialization

          Initialize and display the chat widget only when the user is logged in.

          Dashboard display

          Display the dashboard instead of the chat area on initialization.

          Disable dashboard

          Disable the dashboard, and allow only one conversation per user.

          Hide chat outside of office hours

          Disable and hide the chat widget outside of scheduled office hours.

          Hide chat if no agents online

          Disable and hide the chat widget if all agents are offline.

          Translate automatically

          Translate the chat widget's text elements automatically to match the user's browser language.

          Open automatically

          Open the chat window automatically when a new message is received.

          Disable uploads

          Disable file uploading capabilities within the chat.

          Articles

          Display the articles section in the dashboard area.

          Articles title

          Rename the Articles archive panel title. Default is 'Help Center'.

          Manual initialization

          Disable auto-initialization of the chat widget. When this setting is active you must initialize the chat widget via Javascript API.

          Offline message

          Send a message to the user when their first message is sent outside of scheduled office hours or all agents are offline. Text formatting and merge fields are supported.

          Privacy message

          Display a privacy message with Accept or Decline buttons. The user must click Accept to start using the chat. This is useful for enforcing a privacy policy and GDPR compliance.

          Welcome message

          Send a message to new users when they visit the website for the first time. Text formatting and merge fields are supported.

          Follow up message

          Send a message requesting the user's email if no agents reply within 15 seconds or all agents are offline. These settings will be used by all email forms. Text formatting and merge fields are supported.

          Close message

          Send a message to the user when the agent archive the conversation.

          Subscribe message

          Send a message requesting the user's email and send a confirmation email to the user. The message is sent only to users without email. Text formatting and merge fields are supported.

          Subscribe message - Email

          Subscribe message email template sent to the user when the user communicate the email via the subscribe message form. You can use text, HTML, and the following merge fields: {user_name}, {user_email}.

          Admin title

          Set the title of the administration area.

          Admin login logo

          Replace the Support Board logo on the admin login page.

          Admin login message

          Replace the Support Board message on the admin login page.

          Collapse panels

          Automatically collapse the profile details panel, and other panels, of the admin area.

          Automatically translate admin area

          Translate the admin area automatically to match the browser language.

          Automatically archive conversations

          Archive automatically the conversations marked as read every 24h.

          Enable users area for agents

          Enable the users area for agents.

          RTL

          Activate the Right-To-Left (RTL) reading layout for the admin area.

          Disable notes

          Disable the internal notes.

          Disable attachments

          Disable the attachments list.

          Transcript type

          Set the default transcript file type.

          Custom JS

          Insert the URL of a .js file, to load it automatically in the admin area.

          Custom CSS

          Insert the URL of a .css file, to load it automatically in the admin area.

          Sounds

          Play a sound when a user receives an incoming message or sends an outgoing message.

          Sounds for admin

          Play a sound when a agent receives an incoming message or sends an outgoing message.

          Agent email notifications

          Send an email to an agent when a user replies and the agent is offline. An email is automatically sent to all agents for new conversations.

          User email notifications

          Send an email to the user when an agent replies and the user is offline.

          Desktop notifications

          Show a desktop notification when a new message is received.

          Flash notifications

          Show a browser tab notification when a new message is received.

          User notification email

          Email template for the notification email that is sent to a user when an agent replies. You can use text, HTML, and the following merge fields: {recipient_name}, {sender_name}, {sender_profile_image}, {message}, {attachments}.

          Agent notification email

          Email template for the notification email that is sent to an agent when a user sends a new message. You can use text, HTML, and the following merge fields: {conversation_link}, {recipient_name}, {sender_name}, {sender_profile_image}, {message}, {attachments}.

          Push notifications

          Push notifications settings. Insert the Pusher Beams details.

          SMS notifications

          SMS notifications settings. Insert the Twilio details. You can use text and the following merge fields: {message}, {recipient_name}, {sender_name}, {recipient_email}, {sender_email}.

          Email settings

          Outgoing SMTP server information.

          Email piping

          Email piping server information and more settings.

          Synchronize now

          Email signature

          Set the default email signature that will be appended to automated emails and direct emails.

          Email header

          Set the default email header that will be prepended to automated emails and direct emails.

          Notifications icon

          Set the default notifications icon. The icon will be used as a profile image if the user doesn't have one.

          Test user email

          Send a test user notification email to verify email settings.

          Test agent email

          Send a test agent notification email to verify email settings.

          Register all visitors

          Register all visitors automatically. When this option is not active, only the visitors that start a chat will be registered.

          Require registration

          Require the user registration or login before start a chat. To enable the login area the password field must be included.

          Disable registration during office hours

          Enable the registration outside of scheduled office hours only.

          Disable registration if agents online

          Enable the registration only if all agents are offline.

          Registration form

          User registration form information.

          Login form

          User login form information.

          Profile image

          Include a profile image field in the registration form to allow a user to upload a profile image.

          Last name

          Include the last name field in the registration form.

          Password

          Include the password field in the registration form.

          Optional registration fields

          Choose which optional fields to include in the registration form. Name, email, and password fields are all included by default.

          Require phone

          Make the registration phone field mandatory.

          User details in success message

          Append the registration user details to the success message.

          Custom fields

          Add custom fields to the user profile details.

          Add new item

          Include custom fields

          Include custom fields in the registration form.

          Visitor name prefix

          Rename the visitor name prefix. Default is 'User'.

          Visitor default name

          Set the default username to use in bot messages and emails when the user doesn't have a name.

          Full visitor details

          Save useful information like user country and language also for visitors.

          Allow duplicate emails

          Allow registration with an email already used by creating a new user without email.

          Bot name

          Rename the chat bot. Default is 'Bot'.

          Bot profile image

          Set a profile image for the chat bot.

          Delete leads

          Delete all leads and all messages and conversations linked to them.

          Primary color

          Set the primary color of the chat widget.

          Secondary color

          Set the secondary color of the chat widget.

          Tertiary color

          Set the tertiary color of the chat widget.

          Chat position

          Set the position of the chat widget.

          RTL

          Activate the Right-To-Left (RTL) reading layout.

          Display user's profile image

          Display the user's profile image within the chat.

          Hide agent's profile image

          Hide the agent's profile image within the chat.

          Header title

          Change the title text in the header area of the chat widget. This text will be replaced by the agent's name once the first reply is sent. Default is 'Support Board Chat'.

          Header message

          Change the message text in the header area of the chat widget. This text will be replaced by the agent headline once the first reply is sent.

          Header type

          Set the header appearance.

          Display user name in header

          Replace the header title with the user's first name and last name when available.

          Header brand image

          Display a brand image in the header area. This only applies for the 'brand' header type.

          Header background image

          Apply a custom background image for the header area.

          Chat button icon

          Change the chat button image with a custom one.

          Built-in chat button icons

          Change the chat button image with a custom one.

          Chat background

          Choose a background texture for the chat header and conversation area.

          Chat button offset

          Adjust the chat button position. Values are in px.

          Envato Purchase Code

          Insert your Envato Purchase Code to activate automatic updates and unlock all the features.

          Automatic updates

          Automatically check and install new updates. A valid Envato Purchase Code and valid apps's license keys are required.

          Webhooks

          Webhooks are automated messages sent from Support Board when something happens. They have a message and are sent to a unique URL defined by you. See the API docs for more details.

          Pusher

          Improve chat performance with Pusher and WebSockets. This setting stops all AJAX/HTTP real-time requests that slow down your server and use instead the WebSockets.

          Newsletter

          Subscribe users to your preferred newsletter service when they provide an email.

          Scheduled office hours

          Set the default office hours for when agents are shown as available. These settings are also used for all other settings that rely on office hours.

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          UTC Offset

          Set the UTC offset of the office hours timetable. The correct value can be negative, and it's generated automatically once you click this input field, if it's empty.

          Departments

          Add and manage additional support departments.

          Add new item

          Departments settings

          Manage here the departments settings.

          Queue

          Distribute conversations proportionately between agents and notify visitors of their position within the queue. Response time is in minutes. You can use the following merge fields in the message: {position}, {minutes}. They will be replaced by the real values in real-time.

          Routing

          Distribute conversations proportionately between agents, and block an agent from viewing the conversations of the other agents.

          Hide conversations of other agents

          Prevent agents from viewing conversations assigned to other agents. This setting is automatically enabled if routing or queue is active.

          Saved replies

          Add and manage saved replies that can be used by agents in the chat editor. Saved replies can be printed by typing # followed by the reply name plus space.

          Add new item

          Rich messages

          Rich messages are code snippets that can be utilized within a chat message. They can contain HTML code and are automatically rendered in the chat. Rich messages can be used with the following syntax: [rich-message-name]. There are a tonne of built-in rich messages to choose from.

          Add new item

          Performance optimization

          Disable features you don't use and improve the chat performance.

          System requirements

          Check the server configurations and make sure it has all the requirements.

          Support Board Path

          Return the Support Board path of your server.

          Active

          Activate the Slack integration.

          Slack synchronization

          Click the button to start the Slack synchronization. Localhost cannot and does not receive messages. Log in with another account or as a visitor to perform your tests.

          Workspace

          The workspace name you are using to synchronize Slack.

          Bot Access Token

          You will get this code by completing the Slack synchronization.

          User Access Token

          You will get this code by completing the Slack synchronization.

          Channel ID

          This is your main Slack channel ID, which is usually the #general channel. You will get this code by completing the Slack synchronization.

          Agent linking

          Link each Support Board agent with the corresponding Slack user, so when an agent replies via Slack it will be displayed as the assigned Support Board agent.

          Test Slack

          Send a test message to your Slack channel. This only tests the sending functionality of outgoing messages.

          Archive channels

          Archive all user channels generated by Support Board in the Slack app. If you have a lot of channels, this operation may take a long time to complete. Important: All of your slack channels will be archived.

          Disable inviation

          Disable the automatic inviation of agents to the channels.

          Active

          Activate the Dialogflow bot.

          Dialogflow synchronization

          Click the button to start the Dialogflow synchronization.

          Refresh token

          You will get this code by completing the Dialogflow synchronization.

          Client ID or Agent Name

          Enter the Project ID of your Dialogflow ES agent, or the Agent Name of your Dialogflow CX agent.

          Location

          Choose the location or region of your agent. This setting is optional if your agent location is global.

          Edition

          Choose the Dialogflow edition used by your agent.

          Welcome Intent

          Trigger the Dialogflow Welcome Intent for new visitors when the welcome message is active.

          Multilingual

          Activate the multilingual feature for the bot.

          Language detection

          Detect the language of the user' messages and change the user language and Dialogflow agent language accordingly, if available, otherwise, show a fallback message. You can use the following merge fields in the message: {language_name}.

          Automatic translation

          Automatically translates user messages into agent language and agent messages into user language.

          Disable during office hours

          Enable the bot outside of scheduled office hours only.

          Human takeover request

          If the bot doesn't understand a user's question/intent, automatically ask the user if he would like to contact an agent. If the user confirms the action the conversation is marked as unread, and the agents are notified. If you're using Slack, no messages will be sent if the bot knows the answer.

          Notify agents of a fallback response

          If the bot doesn't understand a user's question/intent, automatically notify agents and leave the conversation marked as unread. If you're using Slack, no messages will be sent if the bot knows the answer.

          Disable bot if unknown answer

          If the bot doesn't understand a user's question/intent, it's automatically disabled for 1 hour.

          Offline message if unknown answer

          Send the offline message only if the bot doesn't understand a user's question/intent.

          Bot response delay

          Add a delay (ms) to the bot's responses. Default is 2000.

          Smart Reply

          Follows a conversation between a human agent and an end user and provide response suggestions to the human agent in real-time.

          Generate conversations data

          Panel height

          Set the maximum height of the tickets panel.

          Offset

          Subtract the offset value from the height value.

          Require registration

          Require the user registration or login in order to use the tickets area.

          Manual initialization

          Disable auto-initialization of the tickets area. When this setting is active you must initialize the tickets area via Javascript API.

          Articles

          Display the articles section in the right area.

          User name as title

          Display the user full name in the left panel instead of the conversation title.

          Default conversation name

          Set the default name to use for conversations without a name.

          Registration redirect

          Redirect the user to the specified URL if the registration is required and the user is not logged in. Leave blank to use the default registration form.

          Default form

          Set the default form to display if the registraion is required.

          Ticket fields

          Choose which fields to include in the new ticket form.

          Ticket custom fields

          Add custom fields to the new ticket form.

          Disable features

          Choose which fields to disable from the tickets area.

          Default department

          Set the default departments for all tickets. Insert the department ID.

          Welcome message

          Send a message to new users when they create the first ticket. Text formatting and merge fields are supported.

          Send message via enter button

          Send the message via the ENTER keyboard button.

          Database details

          Insert the database details of the Perfex database.

          Perfex URL

          Perfex URL. Ex. https://your-website/perfex/

          Import contacts

          Sync all contacts of all clients with Support Board. Only new contacts will be imported.

          Import articles

          Sync knowledge base articles with Support Board. Only new articles will be imported.

          Currency symbol

          Set the currency symbol used by your system.

          Database details

          Insert the database details of the WHMCS database.

          Whmcs admin URL

          Whmcs admin URL. Ex. https://your-website/whmcs/admin/

          Import users

          Sync all users with Support Board. Only new users will be imported.

          Import articles

          Sync knowledge base articles with Support Board. Only new articles will be imported.

          Currency symbol

          Set the currency symbol used by your system.

          Panel title

          Set the title of the conversations panel.

          Database details

          Insert the database details of the Active eCommerce CMS database.

          Active eCommerce URL

          Active eCommerce CMS URL. Ex. https://shop.com/

          Secret key

          Get it from the APP_KEY value of the file .env located in the root directory of Active eCommerce.

          Import customers

          Sync all customers with Support Board. Only new users will be imported.

          Import admins

          Sync admin and staff accounts with Support Board. Staff users will be registered as agents, while admins as admins. Only new users will be imported.

          Import sellers

          Sync all sellers with Support Board as agents. Only new users will be imported.

          Active

          Activate the Messenger integration.

          Messenger synchronization

          Click the button to start the Messenger synchronization. Localhost cannot and does not receive messages.

          Facebook pages

          You will get this information by completing the synchronization.

          Add new item

          Slack

          Communicate with your users right from Slack. Send and receive messages and attachments, use emojis, and much more.

          Dialogflow

          Utilize an artificially intelligent chat bot to automatically answer your users' questions and perform other complex tasks.

          Tickets

          Provide help desk support to your customers by including a tickets area, with all the chat features, into any web page.

          Perfex

          Let's Perfex customers contact you via chat! View profile details in the admin area, and integrate smart chatbots.

          Whmcs

          Synchronize your customers in real-time, chat with them and boost their engagement, or provide a better and faster support.

          Active eCommerce

          Increase sales, and connect in real-time with your customers by integrating Active eCommerce with Support Board.

          Messenger

          Read, manage and reply to all messages sent to your Facebook pages directly from Support Board, and keep your communication in one place.

          Articles
          • Articles
          • Categories
            Add new category
            Add new article

            Article title

            Content

            External link

            Category

            Messages

            • Messages
            • Emails
            • Pop-ups
            • Design
              Add new automation

              Name

              Message


              Conditions

              Add condition
                Front End
                • Front End
                • Admin
                New translation

                Reports

                Reports
                • Conversations
                • Conversations
                • Missed conversations
                • Conversations time
                • Direct messages
                • Chat messages
                • Emails
                • Text messages
                • Users and agents
                • Visitors
                • Leads
                • Users
                • Registrations
                • Agents response time
                • Agents conversations
                • Agents conversations time
                • Agents ratings
                • Countries
                • Languages
                • Browsers
                • Operating systems
                • Automation
                • Subscribe
                • Follow up
                • Message automations
                • Email automations
                • Articles
                • Searches
                • Articles views
                • Articles views by article
                • Articles ratings

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                Details
                User conversations
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                  User IDs
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                  Send Intent
                  Add user expressions
                  Response from the bot
                  Language
                  Add new note
                  Update center
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                  Choose a language