Manage Conversations

Conversations have a total of four different statuses: mark as read, archive, delete and restore. You can manage the status of a conversation by opening it in the conversations area and then clicking any of the corresponding icon buttons in the top right of the conversation window.

Search for conversations

You can search for conversations by department ID, assigned agent ID, conversation title, conversation ID, message text, message attachments name, user first name, user last name, user email

Information

• When you empty the trash, all the conversations in the trash are permanently deleted.
• When a user sends a new message to an archived or trashed conversation, the conversation is automatically restored and will now be visible in the Inbox area.
• Trashed conversations are deleted automatically after 30 days.
• When a user is deleted, all the conversations and messages are permanently deleted too.
• An agent can delete their messages by opening the message menu and clicking Delete. The message menu becomes visible when you hover the mouse cursor over the message.

Text Editor and Automated Messages Features

The text editor of the admin area and automated messages (example: welcome and subscribe messages) can be used to create stylized messages:

• Links formatting — All text links are automatically converted to clickable hyperlinks.

• Text formatting — The editor also supports text formatting syntax:

  • To make text bold, surround it with *: *your text*.
  • To make text italic, surround it with __: __your text__.
  • To make text strikethrough, surround it with ~: ~your text~.
  • To insert a single-line code comment, surround it with `: `your text`.
  • To insert a code block, surround it with ```: ```your text```.
• HTML and other code languages — For security reasons, no HTML, JavaScript (JS), or other code languages are permitted. However, you can use HTML snippets by utilizing custom rich messages (discussed below).
• To insert a line break into a message, use the keyboard combination SHIFT + ENTER or CTRL + ENTER.

Merge fields

Merge fields are strings replaced by external values when used. Merge fields can be used in any message or automated message, including chatbot messages.

{user_name}

{user_email}

{agent_name}

{agent_email}

Rich Messages

Rich messages are special messages with interactive features like buttons, dropdowns, or inputs. They allow an agent to request information from the user via a user input form or to diplay interactive contents. Rich messages can be inserted into a chat message using shortcodes. Shortcodes accept various parameters like title and description. The available rich messages are listed below.

How it works:

1

Create and send

a rich message by inserting the shortcode into the text editor of the admin area. Customize all of the parameters with your information and send your message.

2

Message is displayed

When a shortcode is used, the user sees the rich message (not the shortcode) and can select or enter the required information to complete the form submission.

3

User's response is submitted

once the rich message form has been filled out and sent by the user, a success message is shown and the form data is saved.

Rich Messages

[card image="URL" header="TITLE" description="Lorem ipsum dolor sit amete" link="URL" link-text="Purchase" extra="$599" target="_blank"]

[slider image-1="URL" header-1="TITLE" description-1="Lorem ipsum dolor sit amete" link-1="URL" link-text-1="Purchase" extra-1="$599" image-2="URL" header-2="TITLE" description-2="Lorem ipsum dolor sit amete" link-2="URL" link-text-2="Purchase" extra-2="$599" target="_blank"]

[slider-images images="URL,URL,URL"]

[chips options="A,B,C"]

[buttons options="A,B,C"]

[select options="A,B,C"]

[inputs values="A,B,C" button="Send now"]

[email name="true" last-name="true" phone="true" phone-required="false" placeholder=""]

[registration]

[timetable]

[articles link="https://havefunnels.com/articles-demo"]

[rating label-positive="Helpful" label-negative="Not helpful" label="Rate and review" success-negative=""]

[list values="A,B,C"]

[list values="A:X,B:Y,C:Z"]

[list-image values="URL:A,URL:B,URL:C"]

[table header="A,B,C" values="A:B:C,A:B:C,A:B:C"]

[button link="https://havefunnels.com" name="Click here" target="_blank" style="link"]

[video type="youtube" id="0TImic4N1ko" height="350"]

[image url="https://havefunnels.com/media/admin.png"]

[share fb="https://havefunnels.com/" tw="https://havefunnels.com/" li="https://havefunnels.com/" pi="https://havefunnels.com/" wa="https://havefunnels.com/"]

Rich Messages Use Case Examples

See below a few of the most common use cases for Rich Messages. If you want to replicate this use cases, all you need to do is copy the shortcode and save it as a Saved Reply, for example.

[buttons options="Produto A,Produto B,Produto C"]
                                                
Escolha o seu produto:
                                            

[select options="Serviço X,Serviço Y,Serviço Z"]
                                                
Selecione o serviço desejado:
                                            

[inputs values="Seu nome,Seu e-mail,Seu telefone" 
button="Enviar agora"]
                                                
Por favor, forneça suas informações para que possamos entrar em contato com você:
                                            

[card image="https://example.com/image.jpg" 
header="Promoção Especial" 
description="Aproveite 20% de desconto em todos os produtos!" 
link="https://example.com" 
link-text="Saiba mais" 
extra="R$299" 
target="_blank"]
                                            

[slider image-1="https://example.com/product1.jpg" 
header-1="Produto 1" 
description-1="Descrição do Produto 1" 
link-1="https://example.com/product1" 
link-text-1="Comprar" 
extra-1="R$199" 
image-2="https://example.com/product2.jpg" 
header-2="Produto 2" 
description-2="Descrição do Produto 2" 
link-2="https://example.com/product2" 
link-text-2="Comprar" extra-2="R$299" 
target="_blank"]
                                            

[slider-images 
images="https://example.com/image1.jpg,
https://example.com/image2.jpg,
https://example.com/image3.jpg"]
                                            

[table header="Plano,Preço,Recursos" 
values="Plano A:R$99:Recurso 1,Recurso 2,
Plano B:R$199:Recurso 1,Recurso 2, Recurso 3,
Plano C:R$299:Recurso 1, Recurso 2, Recurso 3, Recurso 4"]
                                            

[video type="youtube" 
id="dQw4w9WgXcQ" 
height="350"]
                                                
Assista ao vídeo de demonstração do nosso produto!
                                            

[share fb="https://example.com" 
tw="https://example.com" 
li="https://example.com" 
pi="https://example.com" 
wa="https://example.com"]
                                                
Compartilhe nossa promoção com seus amigos!
                                            

[email name="true" 
last-name="true" 
phone="true" 
phone-required="true" 
placeholder="Digite seu nome, e-mail e telefone para contato."]
                                                
Por favor, forneça seus dados para que possamos entrar em contato com você.
                                            

[rating label-positive="Ótimo" 
label-negative="Ruim" 
label="Avalie nosso atendimento" 
success-negative="Agradecemos seu feedback!"]
                                                
Por favor, avalie nosso atendimento e deixe seu comentário.
                                            

Advanced Use Case Examples

See below a few of the advanced use cases for Rich Messages. These are complex messages that combine multiple structures in one message for specific purposes.

[card image="https://example.com/product.jpg" 
header="Novo Produto" 
description="Confira o nosso mais recente lançamento!" 
link="https://example.com/product" 
link-text="Saiba Mais" extra="R$299" 
target="_blank"]

                                                [slider image-1="https://example.com/product1.jpg" 
header-1="Produto 1" 
description-1="Descrição detalhada do Produto 1" 
link-1="https://example.com/product1" 
link-text-1="Comprar Agora" 
extra-1="R$199" 
image-2="https://example.com/product2.jpg" 
header-2="Produto 2" 
description-2="Descrição detalhada do Produto 2" 
link-2="https://example.com/product2" 
link-text-2="Comprar Agora" 
extra-2="R$299" 
target="_blank"]

                                                [buttons options="Comprar Agora,Mais Informações"]
                                                Escolha uma ação para o produto:
                                            

[select options="Produto A,Produto B,Produto C"]
                                                    
Selecione o produto que você está interessado:

                                                    [inputs values="Seu nome,Seu e-mail,Seu telefone" button="Enviar informações"]
                                                    
Forneça suas informações para mais detalhes.

                                                    [registration]
                                                    
Registre-se para receber atualizações e ofertas exclusivas.

                                                    [rating label-positive="Ótimo" 
label-negative="Ruim" 
label="Avalie nosso serviço" 
success-negative="Agradecemos seu feedback!"]
                                                    
Como foi sua experiência conosco?

                                                    [share fb="https://example.com" 
tw="https://example.com" 
li="https://example.com" 
pi="https://example.com" wa="https://example.com"]
                                                    
Compartilhe sua experiência com seus amigos!
                                            

[slider image-1="https://example.com/promo1.jpg" 
header-1="Promoção de Verão" 
description-1="Descontos imperdíveis em nossa coleção de verão!" 
link-1="https://example.com/summer-sale" 
link-text-1="Ver Ofertas" 
extra-1="Até 50% Off" 
image-2="https://example.com/promo2.jpg" 
header-2="Novidades" 
description-2="Confira os novos produtos em estoque!" 
link-2="https://example.com/new-arrivals" 
link-text-2="Veja Novidades" 
extra-2="Novidades do Mês" 
target="_blank"]

                                                [image url="https://example.com/discount.jpg"]
                                                
Aproveite nossos descontos especiais!

                                                [list-image values="https://example.com/product-a.jpg:Produto A,
https://example.com/product-b.jpg:Produto B,
https://example.com/product-c.jpg:Produto C"]
                                                
Confira nossos produtos em destaque:
                                            

[card image="https://example.com/service.jpg" 
header="Agende um Atendimento" 
description="Escolha o horário que melhor se adequa à sua agenda." 
link="https://example.com/booking" 
link-text="Agendar" 
extra="Grátis" 
target="_blank"]

                                                [timetable]
                                                
Escolha um horário disponível:

                                                [articles link="https://example.com/articles"]
                                                
Leia nossos artigos mais recentes para mais informações.

                                                [rating label-positive="Muito Útil" 
label-negative="Não Útil" 
label="Avalie nossos artigos" 
success-negative="Obrigado pelo seu feedback!"]
                                                
Dê sua opinião sobre os artigos que você leu.
                                            

[slider-images images="https://example.com/gallery1.jpg,
https://example.com/gallery2.jpg,
https://example.com/gallery3.jpg"]
                                                
Explore nossa galeria de produtos!

                                                [video type="youtube" 
id="abcdefghijk" 
height="350"]
                                                
Assista ao nosso vídeo de apresentação de produtos.

                                                [rating label-positive="Excelente" 
label-negative="Precisa Melhorar" 
label="Avalie nossa galeria e vídeo" 
success-negative="Obrigado pelo seu feedback!"]
                                                
Como você avaliaria nossa galeria e o vídeo?
                                            

[slider image-1="https://example.com/offer1.jpg" 
header-1="Oferta Especial 1" 
description-1="Desconto exclusivo para você!" 
link-1="https://example.com/offer1" 
link-text-1="Aproveite Agora" extra-1="30% Off" 
image-2="https://example.com/offer2.jpg" 
header-2="Oferta Especial 2" 
description-2="Mais ofertas incríveis para você!" 
link-2="https://example.com/offer2" 
link-text-2="Ver Ofertas" 
extra-2="25% Off" 
target="_blank"]

                                                [table header="Plano,
Preço,
Recursos" 
values="Plano Básico:R$99:Recurso 1, Recurso 2, Plano Premium:R$199:Recurso 1, Recurso 2, Recurso 3,
 Plano VIP:R$299:Recurso 1, Recurso 2, Recurso 3, Recurso 4"]

                                                [buttons options="Comprar Plano Básico,
Comprar Plano Premium,
Comprar Plano VIP"]
                                                
Escolha o plano que melhor atende suas necessidades:

                                                [share fb="https://example.com" 
tw="https://example.com" 
li="https://example.com" 
pi="https://example.com" 
wa="https://example.com"]
                                                
Compartilhe nossas ofertas com seus amigos!
                                            

Global parameters

All of the rich messages support the following parameters:

id="123"

title="ABC"

message="ABC"

success="ABC"

settings="ABC"

Rich message response

When a user completes a rich message, the response data is saved in JSON format in the database under table sb_messages and column payload. Example:

{"rich-messages":{"4Voyu":{"type":"email","result":{"email":["example@gmail.com","Your email ..."]}}}}

Custom rich messages

You can create custom rich messages with your own custom content by going to Settings > Miscellaneous. Currently, custom rich messages are static and there are no interactive options available as there are with shortcodes. However, you can insert custom HTML codes.

HTML codes

When creating a custom rich message, you can use the following codes:

<a href="https://www.google.com" target="_blank" class="sb-rich-btn sb-btn">Click here</a>

<a href="https://www.google.com" target="_blank" class="sb-rich-btn sb-btn-text">Click here</a>

<div class="sb-image"><img src="https://via.placeholder.com/1500x600" class="sb-image" /></div>

Manage Users

Manage users from the Users area in the left menu of the admin area.

Search users

You can search users by name, surname, email, and custom fields.

Delete users

You can delete a user by opening the User edit box and then clicking Delete user. To delete multiple users at once, select the users you want to delete from the Users table and then click the top right Delete icon.

• When a user is deleted, all of their conversations and messages are automatically deleted permanently.
• If a user of a deleted user come back to the website, a new user is automatically created.
• Visitors are automatically deleted every 24 hours.

Additional user table columns

To display additional columns in the user table go to Settings > Admin > Users table additional columns and add the new columns. The value of each column is the slug of the user detail or extra user detail you want to display. The slug is lowercase and with spaces replaced by the char -. For example, the slug of the extra user detail "Date of birth" is "date-of-birth".

User types

user

lead

visitor

Manage Agents

Manage agents from the Users area. An agent is a special user that can log in to the admin area and reply to all of the conversations. There are two types of agents: Agents. Admins are the only ones that can create new Agents; they also have access to the settings area. Agents can only manage users and conversations.

Information

• New users are automatically displayed in the user table in real time.
• To view online users and receive the online user notification enable Settings > Users > Register all visitors.
• To receive the online user notification you need to enable also Settings > Miscellaneous > Pusher.
• The log-in form is shown only if the registration password field is shown.
• If Settings> Users > Allow Duplicate Emails is enabled and a user enters an already registered email, a new user is created and the email is removed from the old user. The new user will not have access to the old user's messages and conversations. You can also automatically log in a user via URL parameters.

Settings

Office Hours

You can set the office hours timetable from Settings > Miscellaneous. Office hours are used for:

• Automatically displaying the timetable and a message when a user sends a message during out-of-office hours or if all agents are offline. To enable this feature set up the Offline message at Settings > Messages > Offline Message. The offline message is sent to the same user maximum 1 time per hour.
• Disabling and hiding the chat during out-of-office hours.
• Disabling the Dialogflow chatbot during regular office hours and enabling it during out-of-office hours.

More information

• Blank values in the timetable settings are considered out-of-office hours.
• The office hours are in UTC format. Your UTC is generated automatically when you click the field Settings > Miscellaneous > UTF offset. To manually get the UTC offset of your area, go to: https://browserspy.dk/ or wikipedia.org/wiki/List_of_UTC_time_offsets and copy the offset (e.g. for UTC −12:00, enter -12). Only integers are accepted. If your offset is not an integer (e.g. UTC -12:30 or UTC -12:45), try searching for an alternative UTC offset. If you can't find an integer offset, you will need to manually adjust the times in the office hours table to fix the gap.
• The date and time format of the timetable matchs automatically the one used in the country of the browser language of the user.
• The offline message is not sent automatically if Settings > Dialogflow > Human takeover is active. When the Dialogflow human takeover option is active, the offline message is sent only on human takeover.
• The offline message is not sent is you're using the Slack app and you or any other agent is online via Slack.

Knowledge Base Articles

Knowledge base articles provide instant answers to customers to help reduce customer support volume. To manage the articles, go to Settings > Articles. Articles support HTML code, which can be used to add images, videos, and other content. Here are some HTML code examples that you can use:

<a href="https://www.google.com" target="_blank" class="sb-rich-btn sb-btn">Click here</a>

<img src="https://via.placeholder.com/1500x600" />

<div class="sb-image"><img src="https://via.placeholder.com/1500x600" class="sb-image" /></div>

<video controls><source src="video.mp4" type="video/mp4"></video>

Display articles

• The articles can be shown in the chat dashboard by enabling them from the Settings > Chat area.
• The articles can be shown in a dedicated page by inserting the code <script>var SB_ARTICLES_PAGE = true;</script> into any page showing the chat. To set the location of the articles area Enter the code <div id="sb-articles" class="sb-loading"></div>
• Alternatively, articles can be shared via the rich message shortcode, [articles].

More information

• Translate the categories from Settings > Translations by adding the translation name and its translation.
• If you use categories, only the articles assigned to a category are displayed.
• If there is at least one translated article in the user's language, only the translated articles are displayed.
• Articles are synchronized automatically with the Dialogflow knowledge base if the Dialogflow app is installed.
• You can create an internal chat link to an article with the button rich message.
• You can create external article links with the URL attribute article=ID, repalce ID with the article ID. Example: https://havefunnels.com/articles-demo?article=Ucsx6.

URL Rewrite Configuration for Articles

• Ensure that the mod_rewrite module is enabled on the Apache server so that rewrite rules function correctly.
• Set the rewrite starting point with the directive RewriteBase / to adjust the URLs correctly.
• Configure rewrite rules in the .htaccess file to redirect friendly URLs to your articles PHP page.
  Note: replace “articles” with the actual name of your page if it differs.
  

          <IfModule mod_rewrite.c>
          RewriteEngine On
          RewriteBase /
  
          # Redirects "articles" to "articles.php" without showing the extension
          RewriteCond %{THE_REQUEST} /articles\.php [NC]
          RewriteRule ^articles\.php$ /articles [R=301,L]
  
          # Redirects "articles/category/category-name" to "articles.php?category=category-name"
          RewriteCond %{THE_REQUEST} /articles\.php\?category=([^\s&]+) [NC]
          RewriteRule ^articles\.php$ /articles/category/%1 [R=301,L]
  
          # Redirects "articles/article-id" to "articles.php?article_id=article-id"
          RewriteCond %{THE_REQUEST} /articles\.php\?article_id=([^\s&]+) [NC]
          RewriteRule ^articles\.php$ /articles/%1 [R=301,L]
  
          # Internal rules to rewrite friendly URLs to "articles.php" without displaying the extension
          RewriteRule ^articles/?$ articles.php [L]
          RewriteRule ^articles/category/([^/]+)/?$ articles.php?category=$1 [L,QSA]
          RewriteRule ^articles/([^/]+)/?$ articles.php?article_id=$1 [L,QSA]
          </IfModule>
          

• Test friendly URLs like https://yourwebsite.com/articles/category/category-name or https://yourwebsite.com/articles/article-id to ensure that the redirection works correctly without showing the .php extension.
• Clear the browser cache and restart the server after updating the .htaccess file to apply changes immediately.

Language and Translations

HaveFunnels is fully multilingual and provides powerful features to detect the user's language on the fly.

Edit translations

To edit the languages of both chat and admin, go to Settings > Translations. Some settings, such as e-mail contents, are directly translatable and therefore do not need to be translated here.

Chat language

HaveFunnels is already translated into 41 languages. There are many options available to set the language:

• Go to Settings > Chat and check the Translate automatically option. This feature will automatically use the chat language of the user's browser.

Translate custom contents

You can translate almost any custom content: rich messages, titles, descriptions, automatic messages, chat header, and more. To add translations, select the language you want and click the New translation button.

---

Departments

Departments give you the power to distribute conversations and assign various agents to specific departments. For example, you can create a department entitled "Sales" and assign specific conversations to that department. To start using departments, follow the steps below:

• Go to Settings > Miscellaneous and add your required departments. After saving, reload the page.
• Go to Users > Agents and edit an agent, you will see a new field where you can set the department of the agent.
• Reload the page and you're done! In the Conversations area, you will now see an option to set the department.

Settings

• Display in dashboard Displays the departments' list in the chat dashboard and force users to choose a department before starting a conversation.
• Display images Displays the department image instead of the department color.
• Label Replace the label Departments (plural) with another text. The name is displayed in the admin and tickets area.
• Label single Replace the label Department (singular) with another text. The name is displayed in the admin and tickets area.
• Dashboard title Set the title of the chat dashboard list. Default: Departments.

How it works

• Agents and admins can only access conversations, users, and agents that have been assigned to their specific department.
• When an agent is assigned to a new department, an email notification is sent to all of the agents assigned to the new department.
• The General department is global and gives agents access to all of the conversations within all departments. Also, all agents without a department are automatically assigned to the General department.
• To automatically assign a department to the user conversations you can enter the JavaScript variable var SB_DEFAULT_DEPARTMENT = ID; into the pages where the chat is displayed, replace ID with the department ID. For more details check the APIs here.
• Admins with no assigned department always see the conversations of all departments.
• The chatbot can assign a department to the active conversation via dialogflow actions.

How to assign a department

You can assign a department to a conversation in several ways:

• Via Settings > Miscellaneous > Departments settings > Display in dashboard. This setting will force the user to choose a department when starting a new conversation.
• Via Settings > Automations > More.
• Via JavaScript the variable var SB_DEFAULT_DEPARTMENT = ID;. Enter the code into the pages where the chat is displayed and replace ID with the department ID. For more details check the API here.
• Via API.

Queue

When the queue is activated via Settings > Miscellaneous > Queue, users enter into a queue automatically when an agent's chat limit is reached. When a user enters the queue, a message with the current position in the queue and the estimated waiting time is displayed. HaveFunnels automatically assigns the conversations to all available agents proportionately. When an agent marks a conversation as completed (by archiving it), the queue is updated and a new conversation is received.

More information

• Only online agents are counted as "available" agents; only online agents will receive new conversations.
• Admins are not included; admins always see all the conversations.
• Agents must archive a conversation to mark it as completed; this will automatically give them access to the next conversation in the queue.
• Agents can switch their status between online and offline by hovering over their profile image and then clicking the label of the profile pop-up at the bottom-left of the admin area.
• Agents can only view their conversations; however, they can see all of the conversations of a single user.
• Agents can only search and filter their conversations.
• The waiting time is displayed in minutes and is calculated as follows: queue position X response time = waiting time. For example, if a user is 5th in the queue, and the response time has been set to 4 minutes (via Settings > Miscellaneous > Queue), then the total wait time displayed to the user will be 20 minutes.
• If a user is in the queue and leaves (e.g. by closing the browser) for more than 1 minute, the conversation is saved; however, once the user comes back, the queue is reset and the user will lose their previous position.
• The queue is compatible with the departments.
• If Dialogflow human takeover is active, the queue is activated only on human takeover.
• For conversations started from messaging apps like WhatsApp, it is not possible to respect the limit of conversations per agent, all conversations will be immediately and proportionally assigned to an agent.
• Use Settings > Messages > Offline message to prevent the chat from showing the queue update message to the user.
• When the sound option is active, a sound is played when it's the user's turn.

How to test the queue

• To simulate multiple users and agents, open the chat in multiple different browsers (e.g. Opera, Firefox, Brave, Chrome, etc.). Each browser can simulate two users/agents: one in normal mode and one in "private" or "incognito" mode.
• To reset the chat and start a new user session, open the browser console, enter SBF.reset(), and press ENTER.

Routing

When the routing is activated via Settings > Miscellaneous > Routing, HaveFunnels automatically assigns the users' conversations to all available agents proportionately.

Information

• Conversations are assigned to online agents first. If all agents are offline, conversations are assigned proportionally between all agents.
• The assignment is made in real-time; new conversations are automatically distributed among the agents based on availability.
• Agents and admins can manually assign conversations to other agents via the agent's panel in the conversations area.
• The conversations reset when the user is offline for more than 1 minute.

---

Email piping

Email piping lets you, your agents, and your users reply to chat messages via email.

Activation

To activate the email piping go to Settings > Notifications > Email piping and enter your POP3/IMAP email server information, then set the email address to use for the email piping in Settings > Notifications > SMTP and you're done! The email address must be the one to which the email piping server connects to. HaveFunnels will send all emails from this email address and you, your agents, and your users will reply to this email address.

Information

• The email address of Settings > Notifications > SMTP > Sender email must match the one used by the email piping server.
• The setting Notifications > User email notifications must be enabled to send replies to the user email.
• If you're using the AI Agents, and the settings Settings > Artificial Intelligence > Human takeover is active, no emails are sent if the AI Agent knows the answer.
• If the setting Convert all emails is active, all emails sent to your inbox will be converted to chat messages, mind that all emails, including spam, promotional emails and more would be wrongly converted too.
• If the setting convert all emails is active, email sent by email addresses of agents and admins will be ignored, use another email address for testing.
• If the setting convert all emails is active, each email sent directly to the email piping address will generate a new user conversation.
• You can not use the same email address used for the email piping to reply. All your HaveFunnels agents and admins must use a different email address.
• Agents must reply via email from the same email address registered in HaveFunnels.
• When agents reply in HaveFunnels, emails are always sent to the user, even if user email notifications are disabled.
• The email is sent to the Agents only if they are offline. If they are online no emails are sent.
• For Google Gmail and Google Workspace emails, you need to replace your Google password with a Google app password, details on https://support.google.com/accounts/answer/185833 (Create & use App Passwords section). Enter imap.gmail.com as host and 993 as port.
• The Delimiter option adds a text at the top of all emails:
  ### Please type your reply above this line ###
  . This text tells HaveFunnels to delete all the content below it and it's useful to cut out all of the reply quotes. Activate it if you see duplicated messages in the chat. If this option is active, you and your users can not use the string ### in the emails.
• Email attachments are supported.
• In order for email piping to work, email replies must contain the HaveFunnels recipient's name. Ex. HaveFunnels | SB2457-4734 <example@email.com>. All major email clients like Outlook Web, Outlook, Gmail, Yahoo Mail, support the recipient's name by default via Agent AI reply or "reply all" buttons.
• Because of the nature of how emails work, each email client uses their personal codes, delimiters, and automatic strings, and more. For this reason, some chat messages converted from emails can contain invalid texts. We are working to optimize as many email clients as possible, for now, the following email clients are optimized and should not return any invalid text: Outlook Web, Outlook, Gmail, Yahoo Mail.
• Email piping supports departments, if the user's conversation is assigned to a department, the email notifications are sent only to the agents assigned to that department.
• If the email includes the reply-to attribute, it will serve as the primary user email address and notifications will be sent to that email.

Pusher

Activate Pusher (recommended) to use the WebSockets instead of HTTP AJAX requests for the chat functionalities. WebSockets drastically improve the chat performance by removing the need for repeated AJAX requests to your server for checking for new messages and conversations. WebSockets also improve responsivness of the chat: faster messages delivery, more accurate online and typing status, more accurate online users list and more.

Activation

• Go to https://dashboard.pusher.com/accounts/sign_up and create a new account.
• From your dashboard at https://dashboard.pusher.com, choose the Channels product by clicking Get started.
• Enter the name of your app and choose the cluster closest to your location.
• From the left menu of the dashboard click App Settings and enable client events.
• From the left menu of the dashboard click Keys, copy App ID, Key, Secret, Cluster.
• Go to Settings > Miscellaneous > Pusher, and paste app ID, key, secret, cluster.
• You're done.

Information

• Pusher is free to use for up to 200k messages and 100 concurrent connections per day. Messages are used for the following functions and more: user registration, online user status, chat messages, and chatbot messages. Pusher channels count calculation is explained here.
• When Pusher is active the following AJAX requests are replaced by WebSockets: checking for new messages, checking for new conversations, online/offline status, typing status, online users list.
• When Pusher is active the last activity value of users and agents is updated only on page load or when they send new messages.
• When Pusher is active the option Settings > Users > Register all visitors is automatically activated and it can not be disabled.

Direct messages

Direct messages allow you to send а single chat message, email, or text message, to a single user or several users. Read the information below to understand how it works.

General

• To send a message go to the Users area and click the direct message icon. Direct message buttons are also available in the profile box of the user.
• To send a message to all users, enter All in the User IDs field.
• To send a message to a group of users, enter their IDs in the User IDs field. You can check the users and then click the direct message icon to enter the IDs automatically.
• All message types support merge fields.

Direct chat message

• The chat message is sent to the active conversation, if any, otherwise to a new conversation.
• If the option Settings > User email notifications is active, all users with an email are notified via email.
• If the option Settings > Text message notifications > Active for users is active, all users with a phone number are notified via text message.
• If the option Settings > Push notifications is active, a push notification is sent to all users.
• The message is also sent to messaging apps such as WhatsApp and Messenger if the user is connected to them.
• To send a message to all users of a single messaging app enter one of the following strings: whatsapp, messenger, instagram, telegram, twitter, google, wechat. Enter tickets to send a message only to the users who created a HaveFunnels ticket via the Tickets app.

Direct email

• Email header and email signature are automatically included in all emails, set them from Settings > Notifications.
• The HTML language is supported.
• The subject supports merge fields.

Direct text messages

• To enable direct text messages you must enable the SMS in Settings > Notifications > Text message notifications.

Automations

Automations allow running multilingual automatic tasks when conditions set by you are met.

• To delete a condition, set it to empty. To disable an automation, delete all conditions.
• Automations are sent only 1 time to users.
• If you used an automation in the past, and users already received it, you need to delete the automation and create a new one to show it to the users.
• Repeat only works if used in conjunction with date time.
• When date time is used in conjunction with the criteria is exactly, the value must not contain hours and minutes (hh:mm). Ex. 25/10/2021 (25/10/2021 10:30 will not work).
• The setting Settings > Users > Register all visitors must be active if there are message automations that are executed on page load.
• City, countries, languages work automatically only if both the settings Settings > Users > Register all visitors and Settings > Users > Full visitor details are enabled.
• Cities work only if the user detail location is set and equal to city, country, or if the user detail city is set.
• Countries work only if the user details country_code, or country is set, or if the user detail location is set and equal to city, country. The country name must be in english.
• languages work only if the user details browser_language, or language is set.
• A visitor is a Returning visitor only if it visits the website again after 24h or more.
• The pop-ups appear only if the chat is closed, and they overwrite the default pop-up. You can check the message fallback option to send a message instead of showing the pop-up if the chat is open.
• You may need to enable Settings > Users > Register all visitors if you want to send an automated message to new users.
• Chat messages and popup fallback messages are sent only if the last user or agent message of the conversation is older than 10 minutes. This feature prevents unwanted automated messages to be sent during an agent-user conversation.
• The Custom variable condition check for the JavaScript variables with the given names and values. For example, the condition example=ABC is met if into the chat's page there is this JavaScript code: var example = "ABC";. Add multiple variables separated by commas.

Newsletter

Follow the steps below to complete the synchronization with your newsletter service. The user is subscribed in the following cases: registration form, user update, follow-up message, subscribe message, email shortcode.

Mailchimp

• To get the Key, follow the docs at https://mailchimp.com/help/about-api-keys/.
• To get the List ID, follow the docs at https://mailchimp.com/help/find-audience-id/.

Sendinblue

• To get the Key, follow the docs at https://account.sendinblue.com/advanced/api.
• To get the List ID, follow the docs at https://my.sendinblue.com/lists.

SendGrid

• To get the Key, follow the docs at https://app.sendgrid.com/settings/api_keys.
• To get the List ID, enter in SendGrid and click Marketing > Contacts(https://mc.sendgrid.com/contacts), then click on a list, or create a new one. The last part of the URL is the list ID. Ex. https://mc.sendgrid.com/contacts/lists/8558c1e7-3c99-4428-a68f-78df2e437f8e (the list ID is 8558c1e7-3c99-4428-a68f-78df2e437f8e).

Elastic Email

• To get the Key, enter in Elastic Email, then click Settings from the top right profile menu. Click Create Additional API key (https://elasticemail.com/account#/settings/new/create-api), set a name and choose Plugin or Full access, or Custom and make sure the permission Contacts is set to View & Modify.
• The List ID is the list name. Important! Existing list's or segment names must not have any spaces in them.

Campaign Monitor

• To get the Key, enter in Campaign Monitor, then click Account settings from the top right profile menu. Click API keys > Generate API key.
• To get the List ID, enter in Campaign Monitor, then click List and subscribers from the top menu. Select a list and then click Settings from the left menu and copy the List API ID.

HubSpot

• To get the Key, enter in HubSpot, then get it from Settings > Integrations > API key.
• To get the List ID, enter in HubSpot, then get it from Contacts > List > List details.

Moosend

• To get the Key, enter in Moosend, then click Settings > API key .
• To get the List ID, enter in Moosend, then get it from Audience > Email lists.

GetResponse

• To get the List ID, enter in GetResponse, then get it from Lists > Your list > Settings(https://app.getresponse.com/lists). Copy the List token value.
• To get the Key visit https://app.getresponse.com/api.

ConvertKit

• To get the Key, enter in ConvertKit, then get it from Settings > Advanced > API secret.
• To get the List ID, enter in ConvertKit, then get it from Grow > Landing Pages & Forms. Open you form and copy the numeric part of the URL. For example the ID of the form with URL https://app.convertkit.com/forms/designers/3003412/edit is 3003412.

ActiveCampaign

• To get the Key, enter in ActiveCampaign, then get it from Account settings > Developer.
• To get the List ID, enter in ActiveCampaign, then get it from Left menu > Lists or Left menu > Contacts > Lists. Open your list and copy the list ID in the URL. For example the ID of the list with URL https://yourproject.activehosted.com/app/contacts/?listid=1&status=1 is 1. The list ID must be in this format: domain:list-ID. The domain is the first part of your dashboard URL. For example, the domain of https://yourproject.activehosted.com/ is yourproject and the final value to insert in HaveFunnels is yourproject:1.

MailerLite

• To get the Key, enter in MailerLite, then get it from Left menu > Integrations > MailerLite API.
• To get the List ID, enter in MailerLite, then get it from Left menu > Subscribers > Groups. View a group and copy the Group ID from the URL (e.g. ....group=18783408688903967...).

Mailjet

• To get the Key, visit https://app.mailjet.com/account/apikeys, or enter in Mailjet, then get it from Account settings > Account settings.
• To get the List ID, enter in MailerLite, then get it from Contacts > Contacts lists > Your list. Get the List ID by clicking the ? icon next to the list's email. E.g. 1202546.

Grammarly

Follow the steps below to start using Grammarly.

• Register a developer account at https://developer.grammarly.com/.
• Create a new application, go to the Credentials area and copy the Client ID. In Origins you must also add the domain cloud.havefunnels.com.
• Paste the Client ID into Settings > Admin > Grammarly > Client ID.
• Make sure to turn off the Grammarly Extension in your browser.

Amazon Web Services

Amazon S3

Upload attachments to your Amazon S3 bucket instead of the HaveFunnels cloud server. Follow the steps below to set it up.

• Log in to AWS as the root user from https://aws.amazon.com/.
• Enter the IAM dashboard and click Left menu > Access management > Users.
• Click Add new user, enter the username and continue.
• Select Add user to group and on the User groups section below click Create group. In Permissions policies search for AmazonS3FullAccess and select it. Click Create user group.
• Assign the new group to the user you are creating and continue, then click Create user.
• Select the newly created user and open the Security credentials tab.
• In the Access keys area, click Create access key and select Application running outside AWS. Continue until you get the keys and save them in HaveFunnels > Settings > Miscellaneous > Amazon S3.
• Visit the Amazon S3 dashboard and click Create bucket.
• Set the bucket name and region you want. Save the region and name in HaveFunnels > Settings > Miscellaneous > Amazon S3. Check ACLs enabled and Bucket owner preferred. Uncheck Block all public access and all related checkboxes.
• Click Create bucket.
• This feature is technical and optional. Support does not cover any help related to this feature.

{recipient_name}

{sender_name}

{sender_profile_image}

{message}

{attachments}

Problems?

Emails may not be delivered several reasons; below are the most common ones:

Push notifications

Push notifications are like Desktop notifications but with some key differences. Desktop notifications, also called Web notifications, are requested directly by the client while Push notifications come from a server. The main difference is that Push notifications work always, even if your device is offline, or HaveFunnels is not open. Also, they are persistent and always visible until closed. Push notifications require an external service to work. We use Pusher, which is free to use for admin notifications sent to agents, and it's free to use for up to 2000 users/devices when sending notifications to users. Unfortunately, Apple has yet to provide iOS support, but we hope it will come soon.

Activation

• Go to https://dashboard.pusher.com/accounts/sign_up and create a new account.
• From your dashboard at https://dashboard.pusher.com, choose the Beams product by clicking Get started.
• Enter the Instance name and create the instance. You can enter any value you want.
• From the left menu of the dashboard click Keys, copy the Instance ID and Primary key.
• Enter the HaveFunnels admin area, go to Settings > Notifications > Push notifications, and paste the instance ID and primary key.
• You're done.

Activation for users

• Download the service worker file here.
• Upload this file to your site at the following location: https://your-site.com/service-worker.js.
• Go to Settings > Notifications > Push notifications > Service Worker URL and enter the URL of the file. Ex. https://your-site.com/service-worker.js. Enter https://cloud.havefunnels.com/sw.js.
• You're done.

Information

• Pusher is free to use for up to 1000 concurrent subscribers. While you should be able to use the free plan for the admin area and all the agents, you may need a paid plan for Push notifications sent to the users depending on your site traffic.
• Push notifications are currently not supported on iPhone and iOS devices. Push notifications are supported only on Mac, Windows, and Android devices.
• Push notifications only work for full HTTPS websites. The only exception is localhost to ease development.
• When a user clicks the notification, the last page visited by the user is opened, and the chat is opened automatically.
• On desktop, the browser needs to be running since that is the process that receives the push messages.
• When push notifications are active, they replace desktop notifications.
• On Android and mobile devices, desktop notifications may not work, in which case you need to use push notifications.
• If Push notifications are active and not working, disable them and try again.
• Push notifications cannot be received on a desktop PC unless a browser is running.

Push notifications for admin and agents

• When an agent clicks the notification, the admin area is opened, and the right conversation is selected. If the admin area is already open, the notification will not open a new tab.
• When a user sends their first message, a Push notification is sent to all validated agents; subsequent notifications are sent only to the last agent in the conversation.
• If you're using the Dialogflow App, and Settings > Dialogflow > Human takeover is active, no notifications are sent if the chatbot knows the answer.
• If the Routing setting is active, only the agent assigned to the conversation receives the notification, admins see all conversations but don't receive notifications.
• If the Queue setting is active, only the agent assigned to the conversation receives the notification. Notifications are not sent for messages sent by the user while waiting in queue. Admins see all conversations but don't receive notifications.
• If a user conversation is assigned to a department, only the agents assigned to that department receive the notification.
• If a user conversation is not assigned to any department, only agents with no assigned department receive the notification.
• Notifications are not supported on iPhone and iOS devices.
• Notifications are sent only if the last agent in the conversation is offline.
• and Settings > Dialogflow > Human takeover is active, no notifications are sent if the chatbot knows the answer.
• If push notifications are not working, make sure you allowed the notifications. In Chrome, you can check this from Privacy and Security > Site settings > Notifications. If they don't work on a mobile device, try these steps too: install the PWA or delete it and install it again, restart the mobile device.

Desktop notifications

Desktop notifications

• Notifications are not sent if the user is viewing a page that includes the chat (the user browser is open and visible, and the active page contains the chat).
• Notifications are not supported on iPhone and iOS devices.
• Notifications work only for secure URLs that use HTTPS (not HTTP). Your HaveFunnels admin URL must use HTTPS.
• When push notifications are active, they replace desktop notifications.

Text message notifications

Both agents and users can be notified via text message when a new message comes in. Text message notifications are provided by Twilio. Twilio is a paid service, but it is cheap, and you can use the trial version to test text message notifications for free.

Activation

• Go to https://www.twilio.com and create a new account.
• Verify your phone number.
• Complete the form and choose SMS.
• Once into the dashboard, click Get a Trial Number, then Choose this number.
• Enter the HaveFunnels admin area, go to Settings > Notifications > Text message notifications, and paste the account SID, auth token, and trial number (or a purchased phone number). Find all details in the Twilio dashboard.
• If you're using the trial version, you can send notifications only to verified numbers. Enter the Twilio dashboard and click the left button # (Phone Numbers), then click Verified Caller IDs and add your phone number.
• To start using the service live and to receive text messages in HaveFunnels, you need to purchase a phone number. After the purchase, go to Phone numbers > Manage > Active numbers, click your number, and enter the URL of HaveFunnels, get it from HaveFunnels > Settings > Notifications > Text message notifications > Get configuration URL.
• You're done.

Information

• All phone numbers must have the country code starting with the symbol + (eg. +15558675310).
• You can get the user's phone number via registration form, follow-up message, subscribe messageor, or via [email] shortcode. You can manually enter the user phone from the admin area or via API.
• When a user sends their first message, if the conversation is assigned to a department, a test message is sent only to the agents assigned to that department; if the conversation is assigned to a specific agent, a text message is sent only to that agent; otherwise, a text message is sent to all agents who are not online at the moment. Subsequent text messages are sent only to the last agent in the conversation.
• Text message notifications are sent only if the last agent in the conversation is offline.
• If you're using the Dialogflow App, and Settings > Dialogflow > Human takeover is active, no text messages are sent if the chatbot knows the answer.
• To use the Sender ID feature, enter the sender name in the Sender number field.

Sound notifications

• Sounds work only after the user or agent interacts with the document (the user or agent clicked somewhere).

Tickets

The settings below are related to the Tickets App.

Installation and usage

To display the tickets area include the cloud chat script into your page and add the attribute &mode=tickets to the script URL, e.g. <script id="chat-init" src="https://cloud.havefunnels.com/account/js/init.js?id=65895623&mode=tickets"></script>.

Information

• Tickets are the same as chat conversations and messages, the only difference from the chat is the front-end panel.
• Most of the settings of the chat are compatible with the Tickets App but not all of them. The dashboard settings, the pop-up message, and more are not compatible.
• Dedicated APIs for the Tickets App are available in the API section.
• To remove the mandatory 'New ticket' form for new users, activate the welcome message of Settings > Messages > Welcome message. The welcome message delay is ignored in the tickets area, the message is sent immediately.

Dialogflow

The settings below are related to the Dialogflow App.

Synchronization

To start using Dialogflow with HaveFunnels, follow the steps below.

• Go to console.cloud.google.com and sign in.
• Activate the Dialogflow API by entering Dialogflow API on the top search bar. Click Dialogflow API and then click Enable.
• Create your first project by clicking the Select a project button on top-left. Name the project as you want.
• Select the project and then go to Left menu > APIs and services > OAuth consent screen. Select External and click Create. In App name enter what you want, in User support email and Developer contact information enter your email. Click Save and continue.
• In the scopes area, click Add or remove scopes, scroll bottom and into the Manually add scopes area enter https://www.googleapis.com/auth/dialogflow,https://www.googleapis.com/auth/cloud-language,https://www.googleapis.com/auth/cloud-translation. Click Add to table and then Update and Save and continue.
• In the test users area, click Add users and add your Google email, use the same email as the currently logged in account. Click Save and continue.
• Go to Left menu > APIs and services > Credentials and click Create credentials, select OAuth client ID. As Application type select Web application. Enter any name you want. In Authorised redirect URI enter the redirect URL, get it from HaveFunnels > Settings > Dialogflow > Synchronization > Authorised redirect URI. Click Create.
• Copy Client ID and Client Secret and paste them into HaveFunnels > Settings > Dialogflow > Synchronization. Save the settings.
• Click HaveFunnels > Settings > Dialogflow > Synchronization > Synchronize. Log in with the same Google account you have used till now. On the next screen click Continue. On the next screen select all scopes and click Continue.
• Copy the Refresh token and paste it into HaveFunnels > Settings > Dialogflow > Synchronization > Refresh token.
• You are almost done! Now you have to enter your chatbot Project ID or Agent Name, to get it follow the steps below. Note that the app does not need to be approved by Google.

Get Project ID

• Log in to the Dialogflow ES console by going to dialogflow.cloud.google.com. You must sign in with the same Google account used during the synchronization.
• Click the gear icon at the top left, near the chatbot name, and open the settings area. . If you haven't created a chatbot yet, follow the instructions below to create your first bot.
• Copy the Project ID .
• Make sure to choose US / GLOBAL on the top left of the Dialogflow dashboard .

Get Dialogflow CX Agent Name

• Log in to the Dialogflow CX console by going to https://dialogflow.cloud.google.com/cx/.
• Select the project of the desired agent and go to the agents page. You can enter the agents page by selecting the agent and by clicking the top button Agents > View all agents .
• Click the options menu for the desired agent and click Copy name .
• More details at https://cloud.google.com/dialogflow/cx/docs/quick/api#detect-intent-drest.

Chatbot Creation

If you haven't created a chatbot as of yet, follow the instructions below to create your first bot. The creation and management of your Dialogflow chatbot is handled entirely by Dialogflow. There are a lot of tutorials online that can help you create and configure your Dialogflow bot.

Create a basic chatbot

• To create your first chatbot enter the Dialogflow console and create an agent. As Google project select the same project used during the synchronization.
• Add a new Intent from the left menu and open it.
• In the Training phrases area, add the user's question you want the chatbot to reply to, add as many variants as you can. For example, if you want the chatbot to reply to users asking for your business address, add variants like "what is your address", "address", "where are you".
• In the Responses area, add the bot's answer as a text response.
• You have created your first question and answer! Test it from the right area or from the HaveFunnels chat. Add new Intents to populate your chatbot with the questions and answers you want. You can include basic pre-built questions and answers by enabling the Small Talk feature from the left menu.

Here are some great resources to help you build a more complex chatbot:

• chatbotslife.com/dialogflow-restaurant-bot-tutorial-1-45ce1d3c0ab5.
• tutorials.botsfloor.com/building-your-own-chatbot-using-dialogflow-1b6ca92b3d3f.
• marutitech.com/build-a-chatbot-using-dialogflow/.

Actions

The following actions give the chatbot the ability to interact with the website autonomously on behalf of the user. To use an action, go to Dialogflow, edit an Intent, and add a new Custom Payload response with the following syntax: { "ACTION-NAME": ACTION-VALUE }.

WhatsApp

The settings below are related to the WhatsApp app.

Installation

WhatsApp Cloud API Setup

• Click Synchronize and follow the steps until you complete the procedure.
• To add new numbers, visit https://business.facebook.com If you add new numbers after the sync process, you will need to sync them again. All numbers will be automatically synchronized. If you wish to disable specific numbers, you can delete them from Settings > WhatsApp > Cloud API numbers.
• If you sync again with the same phone number and do not receive the verification SMS or call, you can enter the latest PIN you received and it will work.
• If you do not receive the messages sent to your WhatsApp number in HaveFunnels, please check the following:
  • Click Reconnect and complete the procedure.
  • Go to your Meta Business and add a payment method.
  • Go to your Meta Business and verify your company.
  • Go to your Meta Business and add 2-factor authentication.

360dialog Account Setup

• Go to https://www.360dialog.com/ and create a new account.
• Enter your dashboard and from Left menu > WhatsApp Accounts generate the API key and copy and paste it in HaveFunnels > Settings > WhatsApp > 360dialog settings.
• Click HaveFunnels > Settings > WhatsApp > 360dialog settings > Synchronize now.
• Done! HaveFunnels should start receiving the WhatsApp messages sent to your number, and you can reply to those messages from HaveFunnels.
• Note that you can also use the free sandbox account for testing, more details at https://docs.360dialog.com/whatsapp-api/whatsapp-api/sandbox. The sandbox account has limitations and some features, such as media attachments, will not work.

Twilio Account Setup

• Go to https://www.twilio.com and create a new account.
• Verify your phone number. .
• Complete the form and choose WhatsApp, Alerts & Notifications, With no code at all, 3rd party integrations. .
• From the Twilio console, copy ACCOUNT SID and AUTH TOKEN and paste them into HaveFunnels > Settings > WhatsApp > Twilio settings, save the changes. .
• You will now set up a free test account to run some tests and make sure the integration works with HaveFunnels. From the left menu, click Messaging > Settings > WhatsApp sandbox settings and enter into WHEN A MESSAGE COMES IN and STATUS CALLBACK URL the URL of HaveFunnels, get it from HaveFunnels > Settings > WhatsApp > Twilio settings > Get configuration URL. Note that localhost will not work; you need a public URL and a live server. .
• From the left menu, click Messaging > Try it out > Send a WhatsApp message. Follow the instructions and send the message with the code to the WhatsApp number provided. Click the next buttons until the configuration is complete. .
• Done! HaveFunnels should start receiving the WhatsApp messages sent to the sandbox account, and you can reply to those messages from HaveFunnels.
• To publicly use the WhatsApp integration with your customers, you need to update your account and enable billing, you can do that here. After that, you will need to purchase a Twilio number, which will be the phone number of your official WhatsApp Business account. More details here. You cannot use the phone number of your existing WhatsApp Business account; you must use a Twilio number. More details here.

Fallback messages

As per WhatsApp Business Policy, you cannot send outbound marketing and solicitation messages to end users. End users must reach out to you first. You have 24 hours from when the end user's message was sent from WhatsApp to reply to the message. If you want to send a message after 24 hours from the last user's message, you need to use the text message fallback or WhatsApp template message.

Text message fallback

To enable the text message fallback, you must set up the SMS in Settings > Notifications > Text message notifications.
More details here.

WhatsApp Template Messages

A WhatsApp Template Message is a message format that you can use over and over again to message users once they have opted-in and given your app permission to send them messages. You cannot enter the original message into the template; you must use it to notify the user of a new message and instruct them on how to view it, for example by providing a link to your website where the chat is shown.

WhatsApp Cloud API

• To get the Template name and manage the templates, visit https://business.facebook.com and go to Left menu > Settings > More system settings, then go to Accounts > WhatsApp accounts > Settings and click WhatsApp Manager.
• In Template languages, enter all the language codes supported by your template, separated by commas. If a language is not found, the first language code is used instead. Language codes list here (copy only the language code, e.g. it, es, en_US).
• In Header parameters and Body parameters, enter the supported merge fields separated by commas, e.g. {recipient_name}, {conversation_url_parameter}. The number of parameters entered here must match the number of parameters of the template. Use this feature if your template uses dynamic values. Order is important; the first merge field will be used as the first template parameter.

Twilio

Enter the template code into HaveFunnels > Settings > WhatsApp > Template fallback. If you're using the Twilio sandbox for testing, you can use pre-approved templates like Your {{1}} code is {{2}}, you can replace the variables with the HaveFunnels ones like {recipient_name}, for example, Your {recipient_name} code is {recipient_email}. More details here.

360dialog

• Get the Namespace value from Left menu > WhatsApp accounts > Details.
• Get Template name and Template default language from your 360dialog templates area.
• In Custom parameters, enter the supported merge fields separated by commas, e.g., {recipient_name}, {conversation_url_parameter}. Use this feature if your template uses dynamic values. Order is important; the first merge field will be used as the first template dynamic value.
• HaveFunnels will try to use the template with the same language as the user; if it is not available, it will use the template with the default language. The following template languages are not compatible: en_GB (use en_US), pt_PT (use pt_BR), zh_HK and zh_TW (use zh_CN), es_AR and es_MX (use es_ES).

WhatsApp shop

To display the products of your shop, use the merge fields below.

• When the user sends the order, the order information is sent to the URL specified in Settings > WhatsApp > Order webhook. The page at that URL should process the order and send a message to the user via the PHP API function sb_whatsapp_send_message().
• To connect the shop to WooCommerce, click here.

More information

• If you do not receive WhatsApp messages, make sure you are not assigning the WhatsApp conversations to a department and that the WhatsApp number used for testing is not a phone number of a HaveFunnels admin or agent. Also, make sure you set up correctly the WhatsApp webhook URL.
• If you cannot send messages, an error should appear in the admin area when you try to send a message to the user.
• We cannot provide support for Twilio or 360dialog configuration, including all related issues.
• We cannot provide support in getting your WhatsApp account or WhatsApp message template approved.
• WhatsApp conversations and messages are compatible with routing and queue.
• If you are testing with the sandbox and after 72 hours you can no longer send messages to your phone number, you must link your phone number to your sandbox again.
• If you send chips, buttons, or select rich messages with more than 3 options, you can use the whatsapp="Your menu text" shortcode attribute to set the text of the WhatsApp message menu.

Messenger

The settings below are related to the Messenger app.

Installation

• From Settings > Apps, click Messenger and enter your license key to install and activate the app. If you have the cloud version, the app is already active.
• Once the app is installed, go to Settings > Messenger and click Start synchronization.
• Complete the synchronization by choosing at least 1 Facebook page and enter the returned information in Settings > Messenger > Facebook pages.
• You're done. All messages sent to the Facebook pages and Instagram accounts you selected will appear in the conversation admin area of HaveFunnels.

Instagram

To link Instagram to your Facebook page and HaveFunnels, follow the steps below.

• Enter the Settings area of your Facebook Page and click Left Menu > Instagram (https://www.facebook.com/YOUR-PAGE-SLUG/settings/).
• Click Connect account and complete the setup.
• Sync Messenger with HaveFunnels again and you're done.

More information

• If you don't receive Instagram messages, make sure to enable Settings > Privacy > Messages > Connected tools - Allow access from your Instagram mobile app. Also, make sure your Instagram account is not set up as a professional account; it must be a business account.
• Every HaveFunnels user has only 1 Facebook and Instagram conversation.
• HaveFunnels rich messages are automatically converted to Facebook rich messages when possible; some parts of the rich message could be removed or changed.
• Only private Facebook messages will get sent to your team inbox. If someone posts a Facebook message on your wall, it won't appear in your team inbox.
• When someone sends a message to your company Facebook page or Instagram account, they will get designated as a lead in HaveFunnels. You'll only be able to see the user's Facebook or Instagram name and profile picture.
• Messenger conversations and messages are compatible with routing and queue.
• Dialogflow is supported for Facebook and Instagram, including the following features: Human takeover, HaveFunnels rich messages, language detection, and chatbot language switcher.
• Follow-up message is supported, but the delay setting is ignored; the message is sent instantly.
• Offline message is supported, but the timetable is not sent.
• Only 1 Facebook account can be synchronized. To link pages from multiple Facebook accounts, the account synchronized in HaveFunnels must be an admin of all Facebook pages of the other Facebook accounts.

Twitter

The settings below are related to the Twitter app.

Installation

• Register at https://developer.twitter.com. Make sure to verify your phone at https://twitter.com/settings/phone, or the registration will fail.
• Create your first app by entering the app name and clicking Get keys. Copy API Key (Consumer key) and API Key Secret (Consumer secret) and paste them in HaveFunnels > Settings > Twitter.
• Request the Elevated access from https://developer.twitter.com/en/portal/products/elevated. Click Apply for Elevated and complete the form as follows: In the first area, In your words and in Will your app use Tweet, Retweet, Like, Follow, or Direct Message functionality?, enter I need access to the Account Activity API to start receiving Twitter Direct Messages to my chat software (HaveFunnels) and to reply to them directly from HaveFunnels, details at https://havefunnels.com/twitter.. Disable all the other fields by clicking No: Are you planning to analyze Twitter data?, Do you plan to display Tweets or aggregate data about Twitter content outside Twitter?, Will your product, service, or analysis make Twitter content or derived information available to a government entity? .
• Wait a few days for Twitter to review and approve the Elevated access; you will receive an email from Twitter.
• Once you have Elevated access, enter the developers dashboard (https://developer.twitter.com/en/portal/dashboard) and from the left menu, click Products > Premium > Dev environments and under Account Activity API / Sandbox, click Set up dev environment. In Dev environment label, enter sb or the same value entered in Settings > Twitter > Synchronization > Dev environment label.
• Enter your app Settings area from Left menu > Projects & Apps > Your project > Your app and under User authentication settings, click Set up and activate OAuth 1.0a. In App permissions, check Read and write and Direct message. In Callback URI / Redirect URL, enter the URL you get from HaveFunnels > Settings > Twitter > Get callback URL. In Website URL, enter your website URL. .
• Enter your app Keys and tokens area from Left menu > Projects & Apps > Your project > Your app > Keys and tokens and under Authentication Tokens, generate Access Token and Secret. Copy and paste them in HaveFunnels > Settings > Twitter.
• Enter your Twitter profile username in HaveFunnels > Settings > Twitter > Your username. Get it from your Twitter profile page, copy the name starting with @ or the URL part containing your username. Ex. https://twitter.com/yourproject1. .
• Save the HaveFunnels settings and click the button HaveFunnels > Settings > Twitter > Subscribe, and you're done. All messages sent to your Twitter account will be received by HaveFunnels.

More information

• If you receive duplicate messages, the Twitter account you are using for testing may be the same as the one you synced. Try sending a message from another Twitter account.
• Use a live domain; localhost is not supported.
• When a message is received from a Twitter user, you may send up to 5 messages in response within a 24-hour window. No messages can be sent after 24 hours of receiving the Twitter message.
• You can send a maximum of 3 or 4 attachments depending on the media type.
• The following HaveFunnels rich messages are not supported: images slider, slider, card.

Google Business Messages

The settings below are related to the Google Business Messages app.

Installation

• In HaveFunnels > Settings > Business Messages > Synchronization > Client token, enter a random string and save.
• Open the Business Communications Developer Console (https://business-communications.cloud.google.com) and sign in with your Business Messages Google account.
• Click Partner account settings on top.
• Configure the Webhook by entering the Webhook URL and the Client token and save the changes; get the values from HaveFunnels > Settings > Business Messages > Synchronization.
• Enter back into the Business Communications Developer Console (https://business-communications.cloud.google.com) and open your partner account.
• Click Service account from the left menu and create a new key, download the key and open it with a text editor such as Notepad, copy private_key, client_email, and paste the values in HaveFunnels > Settings > Business Messages > Synchronization.
• You are done! To test your agent, visit https://business-communications.cloud.google.com/console, click your brand to enter your brand Overview area, and under Agent information > Agent test URLs, click on the button suitable for your mobile device and open the link from your mobile device.

More information

• The values of chips, buttons, and select rich messages must have a maximum of 25 characters, and the maximum of 13 values are allowed.
• Avatar image must be a JPG image of 1024x1024px with a maximum size of 50KB.

Telegram

The settings below are related to the Telegram app.

Installation

• Go to the admin area of HaveFunnels, then go to Settings > Apps > Telegram, and enter the Envato purchase code to install and activate the app. If you have the cloud version, the app is already active.
• Go here: https://t.me/botfather.
• If you have already created a Telegram bot in the past, type the command /mybots and open your bot, then click API token.
• If you never created a Telegram bot before, type the command /newbot to create a new bot. The BotFather will ask you for a name and username, enter them and generate the authentication token. More details at https://core.telegram.org/bots.
• Copy the token and paste it into HaveFunnels > Telegram > Token, then click Synchronize now. Your website must use HTTPS (SSL certificate); HTTP is not supported.
• You're done. All messages sent to your Telegram bot will appear in the conversation admin area of HaveFunnels.

More information

• HaveFunnels rich messages are automatically converted to Telegram rich messages when possible; otherwise, they are removed from the message.
• Telegram conversations and messages are compatible with routing and queue.
• Dialogflow is supported, including the following features: Human takeover, HaveFunnels rich messages, language detection, and chatbot language switcher.
• Follow-up message is supported, but the delay setting is ignored; the message is sent instantly.
• Offline message is supported, but the timetable is not sent.

Viber

The settings below are related to the Viber app.

Installation

• From Settings > Apps, click Viber and enter your license key to install and activate the app. If you have the cloud version the app is already active.
• Create the bot at https://partners.viber.com/account/create-bot-account.
• Copy the token and paste it into HaveFunnels > Viber > Token, then click Synchronize now. Your website must use HTTPS (SSL certificate), HTTP is not supported.
• You're done. All messages sent to your Viber bot will appear in the conversation admin area of HaveFunnels.

More information

• HaveFunnels rich messages are automatically converted to Viber rich messages when possible, otherwise they are removed from the message.
• Viber conversations and messages are compatible with routing and queue.
• Dialogflow is supported, including the following features: Human takeover, HaveFunnels rich messages, language detection and chatbot language switcher.
• Follow-up message is supported, but the delay setting is ignored, the message is sent instantly.
• Offline message is supported, but the timetable is not sent.

Slack

The settings below are related to the Slack App.

Synchronization

To sync Slack click the button Start synchronization of the Settings > Slack area and follow the instructions.

Having Problems?

The synchronization of Slack may not be successful for a number of reasons; below are the most common ones:

Manually archive channels

To archive a channel in Slack, follow these steps:

• Open the Slack channel you want to archive.
• On the top right click the gear icon and select Additional options.
• Click the info icon in the top right area of the screen, then click the More icon, and then click Additional options.... Click Archive this channel.

Departments linking

• Get the department IDs from Settings > Miscellaneous > departments.
• Get the channel IDs by clicking the button Get channel IDs.

User fields

The setting Settings > Slack > User fields allows you to choose which user details to include in the message sent to the main channel when a new user sends the first message. You can include the slug of your custom user details or the following slugs: browser, browser_language, location, email, user_type, token, creation_time, country_code, current_url, os, city, address, postal_code, phone, birthdate, company, timezone, website. Default: email, browser, browser_language, location.

Information

• When a new user sends the first message, a Slack message with the user details and a button to join the user's channel is sent to the main channel selected during the synchronization, or to the channel linked to the conversation's department. Only the Slack account used during the synchronization will automatically join the user's channel, other Slack members will have to join it manually via the button.
• When Settings > Slack > Agent linking is set, if the conversation is assigned to a department, only agents assigned to that department will receive the message, if the conversation is assigned to a single agent only that agent will receive the message.
• Slack is free to use. Only large companies may need a paid subscription plan, more details here.
• Push notifcations are compatible with Slack, when agents send messages via Slack, Push notifications are sent to users.
• If you're using Dialogflow, no messages will be received in Slack if the chatbot knows the answer. Once the human takeover is active all conversation's messages are sent to Slack.
• The Slack app is compatible with email piping and the messaging apps.
• Deleting or leaving a channel is not supported, only archiving a channel is supported.
• When a conversation is archived in HaveFunnels , the linked Slack channel is also archived.
• When replying via Slack to a user, if the user is notified by email or text message, a Slack message is sent to notify you.
• Use the Slack command /archive to archive a conversation from Slack.

LINE

The settings below are related to the LINE app.

Installation

• Login at https://developers.line.biz/console/ or create a new account.
• Create a new Provider and then a new Messaging API channel, select Messaging API as channel type.
• From the channel Basic settings area copy Channel secret and paste it into HaveFunnels > Settings > Line > Synchronization > Channel secret.
• From the channel Messaging API area generate a Channel access token (long-lived), copy it and paste it into HaveFunnels > Settings > Line > Synchronization > Access token.
• Enter your Webhook URL into Webhook URL and click Verify. Get the Webhook URL from HaveFunnels > Settings > Line > Synchronization > Webhook URL.
• Enable Use webhook.
• Scan the QR code with your LINE mobile app to start writing to your channel.
• You're done. All messages sent to your LINE bot account will appear in the conversation admin area of HaveFunnels.

More information

• You have 7 days from when the end user's message was sent from WhatsApp to reply to the message.
• Stickers are not supported.
• HaveFunnels rich messages are automatically converted to LINE rich messages when possible, otherwise they are removed from the message.
• LINE conversations and messages are compatible with routing and queue.
• Dialogflow is supported, including the following features: Human takeover, HaveFunnels rich messages, language detection and chatbot language switcher.
• Follow-up message is supported, but the delay setting is ignored, the message is sent instantly.
• Offline message is supported, but the timetable is not sent.

WeChat

The settings below are related to the WeChat app.

Installation

• From Settings > Apps, click WeChat and enter your license key to install and activate the app. If you have the cloud version the app is already active.
• Visit https://mp.weixin.qq.com/cgi-bin/readtemplate?t=register/step1_tmpl&lang=en_US and register a Service account.
• After the registration enter Official accounts area and from the left menu click Settings and development > WeChat verification. You must complete the verification, it takes a few weeks and costs USD 99, or CNY 300 for Chinese entities.
• From the left menu click Settings and development > Basic configuration and copy Developer ID(App ID), Developer Password(App Secret). Paste the information into HaveFunnels > Settings > WeChat.
• From the left menu click Settings and development > Basic configuration and complete the server configuration (服务器配置(已启用). In Server Address(URL) enter the URL you get from HaveFunnels > Settings > WeChat > Synchronization > Get configuration URL. In Token insert any value you want, the same value must be entered in HaveFunnels > Settings > WeChat > Token.
• You're done. All messages sent to your WeChat account will appear in the conversation admin area of HaveFunnels.

More information

• If you receive an error like {"errcode":41001,"errmsg":"access_token missing rid: 631111-470b3b22-48553870"} you need to whitelist your server IP address from Official Account > Settings and Development > Basic Configuration > IP whitelist.
• WeChat files and location attachments are not supported and are not received by HaveFunnels.
• Links are not supported in WeChat, they are converted to texts.
• HaveFunnels rich messages are automatically converted to WeChat rich messages when possible, otherwise they are removed from the message.
• WeChat conversations and messages are compatible with routing and queue.
• Dialogflow is supported, including the following features: Human takeover, HaveFunnels rich messages, language detection and chatbot language switcher.
• Follow-up message is supported, but the delay setting is ignored, the message is sent instantly.
• Offline message is supported, but the timetable is not sent.