Chat has been designed to be intuitive and easy to use. From the Chat interface, you can quickly read and reply to all of your customer chats, whichever channel you use.
Learn more in Chat channels.
The kinds of media you can send to chat users differs depending on the channel you’re using.
Reply to a message
On the chat interface, select the chat session you want to read – this opens the chat window.
To reply, enter your message into the Type message box.
For SMS messages, you see a character count, and the corresponding number of SMS messages, in the bottom right corner of the message window.
Learn more in SMS message length and Unicode.
Select SEND.
For webchat, your website visitor sees your response in the chat widget on your website. For SMS, the user receives your reply as an SMS message.
SMS campaign replies
If we can link an inbound SMS as a reply to a campaign, the campaign is displayed in the Chat window before the user’s message.
Send media in a chat message
Emojis can be sent in chat messages on all channels. Images can also be sent on all channels as long as the SMS number you use to send is MMS-capable.
Learn more in Activate MMS, or contact your Customer Success representative to discuss.
When using webchat, it’s also possible to send file attachments or a Dotdigital Chat sign up form.
Emojis
On the chat interface, select the chat session you want to reply to – this opens the chat window.
Select the emoji icon (☺️).
In the popup emoji selector, select the emoji you want to send and it appears in the message box.
Finish writing your message.
Select SEND.
Images
Supported image types that you can send in a chat message are png, jpg, gif, and bmp.
On the chat interface, select the chat session you want to reply to — this opens the chat window.
Select the image icon.
In the popup file window, select the image you want to send and select Open. You see the image above the message box.
If you selected the wrong image, select the bin/trashcan icon to start again.
Select SEND.
Files
Only available when using webchat.
Supported file types that you can send in a chat message are png, jpg, gif, bmp, mp3, mp4, txt, html, pdf, docx, pptx, xlsx, ics, epub, and rtf.
On the chat interface, select the chat session you want to reply to — this opens the chat window.
Select the paperclip icon.
In the popup file window, choose the file you want to send and select Open. You see the attachment above the message box.
If you selected the wrong file, select the bin/trashcan icon and start again.Select SEND.
Forms
Before you start
Only available when using webchat.
You must create the form using the Sign up Chat form template in the Surveys, pages and forms tool before you can send it in a chat message.
On the chat interface, select the chat session you want to reply to — this opens the chat window.
Select the form (page) icon.
From the side panel, select the form you want to send from the form list. The form name appears in the chat message box.
If you selected the wrong file, select the X next to the form name and start again.Select SEND.