Answer: The «Chats» section is hidden by default and will appear immediately after you add one of the communication channels (provided that you have access to it in your role).
Answer: There may be several reasons for this, so please check the following information step by step:
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Go to «Settings» → «Communications» and check if the tariff is active;
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Write to the chat bot from your Viber to check if your number is blocked;
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Reauthorize Viber in «Settings» → «Communications» → click on edit Viber → click on «Authorize via Viber».
If you still do not receive messages after reauthorization, please contact our support team.
Answer: There may be several reasons for this, so please check the following information step by step:
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Check whether access to your public Facebook page and messaging has been granted.
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Reauthorize Instagram in «Settings» → «Communications» → click on Edit Instagram → click on «Continue with Facebook».
If you still do not receive messages after checking and reauthorizing, please contact our support team.
Answer: First of all, it is important to understand that the chat section in keyCRM is not a personal communication, so it is very important not to lose the customer and be sure to respond to them. Therefore, to avoid situations where a manager accidentally opens a chat or wants to respond later and then simply forgets about it, a constant indicator of new messages will constantly remind you that the customer has not received a response.
Answer: Sent files are stored in chats for two months.
Answer: In the dialog box, you can mark such chats as spam. This will hide them in your account.
Answer: Unfortunately, it is not currently possible to close multiple dialogs at once. We recommend using the following hotkeys:
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CTRL + O — close the dialog;
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CTRL + Q — close and remove the assignment;
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CTRL + M — assign to yourself;
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CTRL + B — remove the assignment.
Answer:
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Old dialogs: the blocked user was not removed from the assigned dialogs.
You need to reactivate the user profile → go to the «Chats» section → select it in the filter and remove it from the assigned dialogs.
After these steps, you can block the user again. -
New dialogues: the blocked user has not been removed from the automatic distribution.
You need to go to «Settings» → «Communications» → click on edit the required channel → in the «Manager» field, remove the number that indicates the ID of the blocked user:
Answer:
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Contact the administrator to check whether the communication channel is active and whether access to it has been granted.
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Check whether the filters in the section are enabled:
Answer: Yes, after deletion, all dialogues that took place on the channel will also be deleted. If you need to keep the chat history, simply deactivate the channel in the communication settings.
Answer: To open a chat, simply leave any note in it:
Answer: The reason for this message display is that the user has enabled the auto-delete feature for messages after a certain period of time. Unfortunately, such messages will not be transferred to CRM due to security restrictions on the Viber API side.
Answer: The username with which the customer is communicating is only displayed in chats from the following channels: online chat, Viber bot.
