diff --git a/config/sidebar/product.js b/config/sidebar/product.js deleted file mode 100644 index 018cbc82..00000000 --- a/config/sidebar/product.js +++ /dev/null @@ -1,191 +0,0 @@ -module.exports = [ - { - type: "category", - label: "Getting Started", - items: [ - "product", - // "user-guide/getting-started/glossary", - { - "Setup your account": [ - "user-guide/setup-your-account/create-an-account", - "user-guide/setup-your-account/configure-your-profile", - "user-guide/setup-your-account/configure-account-details", - "user-guide/add-agent-settings", - "user-guide/add-inbox-settings", - "user-guide/add-teams-settings", - "user-guide/add-label-settings", - "user-guide/integrations", - "user-guide/applications", - ], - }, - ], - collapsed: false, - collapsible: false, - }, - { - collapsed: false, - collapsible: true, - label: "Channels", - type: "category", - items: [ - { - "Website Live Chat": [ - "product/channels/live-chat/create-website-channel", - "product/channels/live-chat/sdk/setup", - "product/channels/live-chat/sdk/identity-validation", - "product/channels/live-chat/sdk/live-chat-dark-mode", - "product/channels/live-chat/conversation-continuity", - { - "Setup Instructions": [ - "product/channels/live-chat/webflow-integration", - "product/channels/live-chat/integrations/docusaurus", - "product/channels/live-chat/integrations/google-tag-manager", - "product/channels/live-chat/integrations/react-native-widget", - "product/channels/live-chat/integrations/nextjs", - "product/channels/live-chat/integrations/vue", - "product/channels/live-chat/integrations/gatsby", - "product/channels/live-chat/integrations/wordpress", - ], - }, - ], - }, - "product/channels/facebook", - "product/channels/instagram", - "product/channels/twitter", - { - "Whatsapp Channel": [ - "product/channels/whatsapp/whatsapp-cloud", - "product/channels/whatsapp/twilio", - "product/channels/whatsapp/360dialog", - ], - }, - { - "SMS Channel": [ - "product/channels/sms/twilio", - "product/channels/sms/bandwidth", - ], - }, - { - Email: [ - "product/channels/email/create-channel", - "product/channels/email/configure-imap", - "product/channels/email/configure-smtp", - "product/channels/email/forward-email", - { - Gmail: [ - "product/channels/email/gmail/enable-imap", - "product/channels/email/gmail/less-secure-access", - "product/channels/email/gmail/generate-app-password", - "product/channels/email/gmail/add-forward-email", - ], - Microsoft: ["product/channels/email/microsoft/create-channel"], - }, - ], - }, - { - "API Channel": [ - "product/channels/api/create-channel", - "product/channels/api/send-messages", - "product/channels/api/receive-messages", - "product/channels/api/client-apis", - ], - }, - "product/channels/telegram", - "product/channels/line", - "product/channels/supported-features", - ], - }, - { - collapsed: false, - collapsible: true, - label: "Features", - type: "category", - items: [ - "user-guide/features/canned-responses", - "user-guide/features/custom-attributes", - "user-guide/features/csat", - "user-guide/contacts", - "product/inbox/routing-conversations-round-robin", - "user-guide/features/folders", - "user-guide/features/keyboard-shortcuts", - "user-guide/features/segments", - "user-guide/features/commandbar", - "user-guide/features/template-variables", - "user-guide/features/multilingual-support", - { - Reports: [ - "user-guide/features/reports/overview", - "user-guide/features/reports/csat", - "user-guide/features/reports/others", - ], - }, - "user-guide/conversation-workflow", - "product/others/advanced-conversation-filters", - "user-guide/features/automations", - "product/features/macros", - "user-guide/features/ai-assist", - "user-guide/features/pre-chat-form", - "user-guide/features/priority", - "user-guide/features/audit-logs", - { - type: "category", - label: "Campaigns", - items: [ - "product/features/campaigns/ongoing", - "product/features/campaigns/one-off", - ], - }, - { - type: "category", - label: "Help Center", - items: [ - "product/others/help-center", - "user-guide/features/insert-articles", - "product/others/help-center/configure-ssl-for-help-center", - ], - }, - { - type: "category", - label: "Integrations", - items: [ - "product/channels/live-chat/integrations/dialogflow", - "product/features/dyte", - "product/features/google-translate", - "product/features/slack", - ], - }, - ], - }, - { - collapsed: false, - collapsible: true, - label: "Advanced", - type: "category", - items: [ - "product/others/agent-bots", - "product/others/interactive-messages", - "product/others/dashboard-apps", - { - type: "category", - label: "Webhooks", - items: ["product/features/webhooks", "product/others/webhook-events"], - }, - "product/others/websocket-events", - "product/others/cookies", - ], - }, - { - collapsed: false, - collapsible: true, - label: "Mobile App", - type: "category", - items: ["product/mobile-app/android", "product/mobile-app/ios"], - }, - { - collapsed: false, - collapsible: false, - label: "Others", - type: "category", - items: ["product/others/enterprise-edition", "product/others/faq"], - }, -]; diff --git a/config/sidebar/selfhosted.js b/config/sidebar/selfhosted.js index b308091c..d8eee25e 100644 --- a/config/sidebar/selfhosted.js +++ b/config/sidebar/selfhosted.js @@ -13,14 +13,14 @@ module.exports = [ "self-hosted/deployment/architecture", "self-hosted/deployment/requirements", { - "Linux": [ + "Linux": [ "self-hosted/deployment/linux-vm", "self-hosted/deployment/docker", - ], + ], }, "self-hosted/deployment/helm-charts", "self-hosted/deployment/chatwoot-ctl", - ], + ], }, { collapsible: true, @@ -99,7 +99,6 @@ module.exports = [ items: [ "self-hosted/configuration/features/integrations/facebook-channel-setup", "self-hosted/configuration/features/integrations/instagram-channel-setup", - "self-hosted/configuration/features/integrations/twitter-channel-setup", "self-hosted/configuration/features/integrations/slack-integration-setup", ], }, diff --git a/docs/product.md b/docs/product.md deleted file mode 100644 index 2f700ff6..00000000 --- a/docs/product.md +++ /dev/null @@ -1,97 +0,0 @@ ---- -title: "Introduction" ---- - -Chatwoot is an [open-source](https://opensource.com/resources/what-open-source) customer engagement suite built as an alternative to Intercom, Zendesk & Salesforce Service Cloud. Chatwoot is designed not only for a great customer experience but also to improve your support team's productivity and provide them with actionable data. - -You can integrate your Chatwoot account with multiple conversation channels like website live-chat, email, Facebook page, Twitter handle, WhatsApp, etc. You can view all of your conversations from different channels on one dashboard. This helps in reducing the time and friction involved with switching between multiple tools. - -You can manage your conversations and collaborate with your team on the go with Chatwoot mobile apps (available for Android and iOS). - -In this user guide, we’ve explained the features, capabilities, modes of operation, and step-by-step procedures for easily using the Chatwoot platform. - -### Channels - -- [Website Live-chat](/docs/product/channels/live-chat/create-website-channel) -- [Facebook](/docs/product/channels/facebook) -- [Instagram](/docs/product/channels/instagram) -- [Twitter](/docs/product/channels/twitter) -- [Whatsapp via Whatsapp Cloud](/docs/product/channels/whatsapp/whatsapp-cloud) -- [Whatsapp via Twilio](/docs/product/channels/whatsapp/twilio) -- [Whatsapp via 360Dialog](/docs/product/channels/whatsapp/360dialog) -- [SMS via Twilio](/docs/product/channels/sms/twilio) -- [SMS via Bandwidth](/docs/product/channels/sms/bandwidth) -- [Email](/docs/product/channels/email/create-channel) -- [API Channel](/docs/product/channels/api/create-channel) -- [Telegram](/docs/product/channels/telegram) -- [Line](/docs/product/channels/line) - -### Features - -- [Canned responses](/docs/user-guide/features/canned-responses) -- [Custom Attributes](/docs/user-guide/features/custom-attributes) -- [CSAT](/docs/user-guide/features/csat) -- [Contacts](/docs/user-guide/contacts) -- [Conversation Routing](/docs/product/inbox/routing-conversations-round-robin) -- [Folders](/docs/user-guide/features/folders) -- [Keyboard Shortcuts](/docs/user-guide/features/keyboard-shortcuts) -- [Multilingual Support](/docs/user-guide/features/multilingual-support) -- [Reports](/docs/user-guide/features/reports/overview) -- [Segments](/docs/user-guide/features/segments) -- [Pre Chat Form](/docs/user-guide/features/pre-chat-form) -- [Template Variables](/docs/user-guide/features/template-variables) -- [Conversation Priority](/docs/user-guide/features/priority) - -### Integration - -- [DialogFlow](/docs/product/channels/live-chat/integrations/dialogflow) -- [Dyte](/docs/product/features/dyte) -- [Google Translate](/docs/product/features/google-translate) -- [Slack](/docs/product/features/slack) - -### Advanced - -- [Agent Bots](/docs/product/others/agent-bots) -- [Interactive Messages](/docs/product/others/interactive-messages) -- [Help Center](/docs/product/others/help-center) -- [Webhooks](/docs/product/features/webhooks) -- [Websocket Events](/product/others/websocket-events) -- [Cookies](/product/others/cookies) - -### Mobile app - -- [Android](/docs/product/mobile-app/android) -- [iOS](/docs/product/mobile-app/ios) - -### Others - -- [Enterprise Edition](/docs/product/others/enterprise-edition) -- [FAQ](/docs/product/others/faq) - -### Compatibility and Requirements - -Web dashboard and the live-chat widget works with most of the modern web browsers. To see the support browser versions, see the table below. - -| Browser | Minimum version | -| --------------- | --------------- | -| Mozilla Firefox | 52 | -| Google Chrome | 57 | -| Chromium | 57 | -| Apple Safari | 14.1 | -| Microsoft Edge | 16 | - -To see the supported mobile OS versions for the mobile app, see the table below. - -| OS | Minimum version | -| ------- | --------------- | -| Android | Android 5.0 | -| iOS | iOS 11.0 | - -### Next Steps - -We recommend that: - -- You use the Search function (ctrl/cmd + k) if you’re looking for specific answers. -- Browse and navigate through topics using the sidebar. ↩ - -Let us know if you face trouble in using our docs! diff --git a/docs/product/channels/api/client-apis.md b/docs/product/channels/api/client-apis.md deleted file mode 100644 index c298507c..00000000 --- a/docs/product/channels/api/client-apis.md +++ /dev/null @@ -1,70 +0,0 @@ ---- -sidebar_label: "Client APIs" -title: 'Create Interfaces using client APIs' ---- - -> Note: These APIs are still in alpha, and there might be changes in the implementation in future. - -Client APIs available for the API channel will help you build customer-facing interfaces for Chatwoot. - -These APIs are useful for cases similar to the ones described below. - -1. Use a custom chat interface instead of the Chatwoot chat widget -2. Build conversational interfaces into your mobile apps -3. Add Chatwoot to other platforms for which Chatwoot doesn't have an official SDK - -## Creating customer objects - -You can create and retrieve customer data objects using the `inbox_identifier` and `customer_identifier`. - -### Inbox Identifier -You can obtain the `inbox_identifier` from your API channel -> Settings -> Configuration - - -### Customer Identifier -The `customer_identifier` or the `source_id` can be obtained when creating the customer using the [create](https://www.chatwoot.com/developers/api#operation/create-a-contact) API. -You will need to store this identifier on your client-side to make further requests on behalf of the customer. -This can be done in cookies, local storage etc. - -### Available APIs - -The Available Client APIs are documented [here](https://www.chatwoot.com/developers/api#tag/Contacts-API). -Some of the things you can do via the APIs are - -- Create, View and Update Contact -- Create and List Conversations -- Create, List and Update Messages - -### HMAC Authentication -The Client APIs also support [HMAC Authentication](/docs/product/channels/live-chat/sdk/identity-validation). -The HMAC token for the Channel can be obtained via running the following on your rails console. - -``` -# replace api_inbox_id with your inbox id -Inbox.find(api_inbox_id).channel.hmac_token -``` - -## Connecting to the Chatwoot WebSockets - -To receive the real-time updates from the agent dashboard, You can connect to the Chatwoot WebSockets. -Chatwoot WebSockets connecting can be made at the following URL -``` -/cable -``` - -### Authenticating your WebSocket connection -You will start receiving the events directed towards your customer object after subscribing using the customer `pubsub_token`. -`pubsub_token` is provided during the customer create API call. - - - -#### Example -```js -const connection = new WebSocket('ws://localhost:3000/cable'); -connection.send(JSON.stringify({ command:"subscribe", identifier: "{\"channel\":\"RoomChannel\",\"pubsub_token\":\""+ customer_pubsub_token+"\"}" })); -``` -Find the full list of events supported by the websockets [here](/docs/product/others/websocket-events). - -## Implementation - -You can find an example chat interface build over the Client APIs over [here](https://github.com/chatwoot/client-api-demo) diff --git a/docs/product/channels/api/create-channel.md b/docs/product/channels/api/create-channel.md deleted file mode 100644 index 54cb233b..00000000 --- a/docs/product/channels/api/create-channel.md +++ /dev/null @@ -1,34 +0,0 @@ ---- -sidebar_label: "Create Channel" -title: 'How to create an API channel inbox?' ---- - -Setting up an API channel consists of the following steps. - -1. Create API Channel inbox -2. Send messages using Chatwoot APIs -3. Receive webhooks on new messages from Chatwoot - -This document allows you to create and configure an API channel inbox in Chatwoot installations. - -**Step 1**: Go to Settings > Inboxes and click on "Add Inbox". - -**Step 2**: Select **API** from the list of channels. - -![select-api-inbox](./images/select-api-inbox.png) - -**Step 3**: Provide an name for the channel and a callback URL (the events and corresponding payload is defined in the subsequent articles) - -![configure-screen](./images/configure-screen.png) - -**Step 4**: Add agents to the inbox. - -![add-agents](./images/add-agents.png) - -**Step 5**: Hooray!! The inbox setup is complete. - -![take-me-there](./images/take-me-there.png) - -![inbox-welcome-screen](./images/inbox-welcome-screen.png) - -Now the channel setup is complete, let us try to send a message using Chatwoot APIs. Read more about it [here](/docs/product/channels/api/send-messages) diff --git a/docs/product/channels/api/images/add-agents.png b/docs/product/channels/api/images/add-agents.png deleted file mode 100644 index 6a67ddf7..00000000 Binary files a/docs/product/channels/api/images/add-agents.png and /dev/null differ diff --git a/docs/product/channels/api/images/configure-screen.png b/docs/product/channels/api/images/configure-screen.png deleted file mode 100644 index 00dd8c33..00000000 Binary files a/docs/product/channels/api/images/configure-screen.png and /dev/null differ diff --git a/docs/product/channels/api/images/conversation.png b/docs/product/channels/api/images/conversation.png deleted file mode 100644 index 94be3952..00000000 Binary files a/docs/product/channels/api/images/conversation.png and /dev/null differ diff --git a/docs/product/channels/api/images/inbox-welcome-screen.png b/docs/product/channels/api/images/inbox-welcome-screen.png deleted file mode 100644 index 7e3af959..00000000 Binary files a/docs/product/channels/api/images/inbox-welcome-screen.png and /dev/null differ diff --git a/docs/product/channels/api/images/select-api-inbox.png b/docs/product/channels/api/images/select-api-inbox.png deleted file mode 100644 index af130336..00000000 Binary files a/docs/product/channels/api/images/select-api-inbox.png and /dev/null differ diff --git a/docs/product/channels/api/images/take-me-there.png b/docs/product/channels/api/images/take-me-there.png deleted file mode 100644 index 8add8e62..00000000 Binary files a/docs/product/channels/api/images/take-me-there.png and /dev/null differ diff --git a/docs/product/channels/api/receive-messages.md b/docs/product/channels/api/receive-messages.md deleted file mode 100644 index 81947b4e..00000000 --- a/docs/product/channels/api/receive-messages.md +++ /dev/null @@ -1,45 +0,0 @@ ---- -sidebar_label: "Receive messages" -title: 'Receive messages using callback URL' ---- - -When a new message is created in the API channel, you will get a POST request to the Callback URL specified while creating the API channel. The payload would look like this. Find the full list of events supported by the webhook [here](/docs/product/others/webhook-events). - -**Event type**: `message_created` - -```json -{ - "id": 0, - "content": "This is a incoming message from API Channel", - "created_at": "2020-08-30T15:43:04.000Z", - "message_type": "incoming", - "content_type": null, - "content_attributes": {}, - "source_id": null, - "sender": { - "id": 0, - "name": "contact-name", - "avatar": "", - "type": "contact" - }, - "inbox": { - "id": 0, - "name": "API Channel" - }, - "conversation": { - "additional_attributes": null, - "channel": "Channel::Api", - "id": 0, - "inbox_id": 0, - "status": "open", - "agent_last_seen_at": 0, - "contact_last_seen_at": 0, - "timestamp": 0 - }, - "account": { - "id": 1, - "name": "API testing" - }, - "event": "message_created" -} -``` diff --git a/docs/product/channels/api/send-messages.md b/docs/product/channels/api/send-messages.md deleted file mode 100644 index e115a8a4..00000000 --- a/docs/product/channels/api/send-messages.md +++ /dev/null @@ -1,113 +0,0 @@ ---- -sidebar_label: "Send messages" -title: 'Send messages to API channel' ---- - -To send messages to API channel, you need have a basic understanding of the models and nomenclature used in Chatwoot. Let us try to understand these first. - -1. **Channel**: Channel defines the type of the source of conversations. Eg: Facebook, Twitter, API etc. - -2. **Inbox**: You can create multiple sources of conversations which is of the same channel type. For eg: You can have more than one Facebook page connected to a Chatwoot account. Each page is called as the inbox in Chatwoot. - -3. **Conversation**: A Conversation is a collection of messages. - -4. **Contact**: Each conversation has a real life person associated with it, this person is called a contact. - -5. **Contact Inboxes**: This is the session for each contact on a inbox. A contact can have multiple sessions and multiple conversations in the same inbox. - -### How to send a message in an API Channel? - -To send a message in an API channel, you have to create a contact, then create a conversation and then send a message. - -APIs require `api_access_token` in the request header. You can get this token by visiting your Profile settings > Access Token - -#### 1. Create a contact - -API documentation: (https://www.chatwoot.com/developers/api/#operation/contactCreate) - -Pass the inbox id of the API channel along with other params specified. This would create a session for you automatically. A sample response would look like the one below. - -```json -{ - "email": "string", - "name": "string", - "phone_number": "string", - "thumbnail": "string", - "additional_attributes": {}, - "contact_inboxes": [ - { - "source_id": "string", - "inbox": { - "id": 0, - "name": "string", - "website_url": "string", - "channel_type": "string", - "avatar_url": "string", - "widget_color": "string", - "website_token": "string", - "enable_auto_assignment": true, - "web_widget_script": "string", - "welcome_title": "string", - "welcome_tagline": "string", - "greeting_enabled": true, - "greeting_message": "string" - } - } - ], - "id": 0, - "availability_status": "string" -} -``` - -As you can see in the payload, you will be able to see the `contact_inboxes` and each `contact_inbox` will have a `source_id`. Source Id can be seen as the session identifier. You will use this source_id to create a new conversation as defined below. - -#### 2. Create a conversation - -API documentation: (https://www.chatwoot.com/developers/api/#operation/newConversation) - -Use the `source_id` received in the previous API call. - -You will receive a conversation id which can be used to create a message. - -```json -{ - "id": 0 -} -``` - -#### 3. Create a new message - -API documentation: (https://www.chatwoot.com/developers/api/#operation/create-a-new-message-in-a-conversation) - -There are 2 types of messages. - -1. **Incoming**: Messages sent by the end user is classified as an incoming message. - -2. **Outgoing**: Messages sent by the agent is classified as an outgoing message. - -If you call the API with the correct content, you will receive a payload similar to the one below. - -```json -{ - "id": 0, - "content": "This is a incoming message from API Channel", - "inbox_id": 0, - "conversation_id": 0, - "message_type": 0, - "content_type": null, - "content_attributes": {}, - "created_at": 0, - "private": false, - "sender": { - "id": 0, - "name": "Pranav", - "type": "contact" - } -} -``` - -If everything is sucessful you will see the conversation on the dashboard as follows. - -![conversation](./images/conversation.png) - -You will be notified when a new message is created on the URL specified while creating the API channel. You can read about the message payload [here](/docs/product/channels/api/receive-messages). diff --git a/docs/product/channels/email/configure-imap.md b/docs/product/channels/email/configure-imap.md deleted file mode 100644 index 40627a27..00000000 --- a/docs/product/channels/email/configure-imap.md +++ /dev/null @@ -1,28 +0,0 @@ ---- -sidebar_label: "Configure IMAP" -title: "How to configure IMAP for Email channel?" ---- - -If you are using Gmail, [setup IMAP for Gmail in inbox settings](/docs/product/channels/email/gmail/enable-imap). - -**Step 1**. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. - -![configure imap in chatwoot](./images/imap/configure-tab.png) - -**Step 2**. Select the checkbox `Enable IMAP configuration for this inbox`. You’ll be able to see the required fields as follows. - -1. Address -2. Port -3. Email -4. Password - -For help, refer to: - -- 2-step enabled Gmail accounts. Refer : [Generate app password](/docs/product/channels/email/gmail/generate-app-password) -- All other Gmail accounts. Refer: [Allow less secure access](/docs/product/channels/email/gmail/less-secure-access) - -![imap_details](./images/imap/imap-settings-in-chatwoot.png) - -**Step 3**. Test if everything is working fine. Send an email to the IMAP configured email in Chatwoot. Check Chatwoot inbox for the new email. Open the email conversation in Chatwoot and verify the email details. - -![imap_email_details](./images/imap/verify-email.png) diff --git a/docs/product/channels/email/configure-smtp.md b/docs/product/channels/email/configure-smtp.md deleted file mode 100644 index 44193f8f..00000000 --- a/docs/product/channels/email/configure-smtp.md +++ /dev/null @@ -1,40 +0,0 @@ ---- -sidebar_label: "Configure SMTP" -title: "How to configure SMTP for Email channel?" ---- - -**Step 1**. Go to Settings > Inboxes > Email Inbox settings page. - -![inbox_settings](./images/inbox_settings.png) - -**Step 2**. Select "Configuration" tab. - -![configuration](./images/configuration.png) - -**Step 3**. To enable SMTP, select checkbox "Enable SMTP configuration for this inbox" - -![enable_smtp](./images/smtp/enable_smtp.png) - -**Step 4**. Fill up below fields and click on "Update SMTP settings". - -1. Address -2. Port -3. Email -4. Password - - 2-step enabled Gmail accounts. Refer : [Generate app password](/docs/product/channels/email/gmail/generate-app-password) - - All other Gmail accounts. Refer: [Allow less secure access](/docs/product/channels/email/gmail/less-secure-access) -5. Domain - -![smtp_details](./images/smtp/smtp_details.png) - -**Step 5**. Open an existing email Conversation in Chatwoot. - -**Step 6**. Type a reply message for the conversation and click on "Send" button. - -![smtp_reply_email](./images/smtp/smtp_reply_email.png) - -**Step 6**. Verify that mail has delivered. - -![email_delivery_status](./images/smtp/email_delivery_status.png) - -**Step 7**. Check receipient inbox for the delivered email. diff --git a/docs/product/channels/email/create-channel.md b/docs/product/channels/email/create-channel.md deleted file mode 100644 index 0d608a31..00000000 --- a/docs/product/channels/email/create-channel.md +++ /dev/null @@ -1,31 +0,0 @@ ---- -sidebar_label: "Create Channel" -title: "Setup your Email channel" ---- - -**Step 1.** Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. - -![inbox_create](./images/adding-inbox-in-chatwoot.png) - -**Step 2**. Click on the "Email" icon. - -![list_of_channels](./images/list_of_channels.png) - -**Step 3**. Enter the channel name (how you’d like to address this channel), your support email and click on Create Email Channel button. - -![create_email_channel](./images/create-email-channel-settings-in-chatwoot.png) - -**Step 4**. "Add agents" to your email inbox. - -![add_agents](./images/add-agents-to-email-inbox.png) - -Hooray! You have successfully created a Email inbox. - -**Step 5**. Configure your email settings. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. - -![configuration](./images/configuration-email-inbox-chatwoot.png) - -You can configure your Chatwoot email inbox in the following two ways. - -1. [Forward to Email](/docs/product/channels/email/forward-email) -2. [Configure IMAP](/docs/product/channels/email/configure-imap) diff --git a/docs/product/channels/email/forward-email.md b/docs/product/channels/email/forward-email.md deleted file mode 100644 index d9d7b70a..00000000 --- a/docs/product/channels/email/forward-email.md +++ /dev/null @@ -1,16 +0,0 @@ ---- -sidebar_label: "Forward to Email" -title: "How to forward emails to Chatwoot inbox?" ---- - -**Step 1**. Copy forward email address from confguration tab under inbox settings. - -![email_address](./images/forward/email_address.png) - -**Step 2**. Configure the copied email address as the forwarding email address in the email inbox. - -1. [Add forwarding address](/docs/product/channels/email/gmail/add-forward-email) for Gmail Inbox - -**Step 3**. Send a mail to the forwarding address added inbox. - -**Step 4**. Check Chatwoot email inbox for the new email. diff --git a/docs/product/channels/email/gmail/add-forward-email.md b/docs/product/channels/email/gmail/add-forward-email.md deleted file mode 100644 index 779aa120..00000000 --- a/docs/product/channels/email/gmail/add-forward-email.md +++ /dev/null @@ -1,38 +0,0 @@ ---- -sidebar_label: "Add forwarding address" -title: "Add forwarding address for Gmail inbox" ---- - -**Step 1**. Go to Gmail inbox and click on the settings icon on the top right corner. - -![gmail_inbox](./images/gmail_inbox.png) - -**Step 2**. Click on "See all settings" button. - -![gmail_quick_settings](./images/gmail_quick_settings.png) - -**Step 3**. Select "Forwarding and POP/IMAP" tab in the settings page. - -![gmail_imap_settings](./images/gmail_imap_settings.png) - -**Step 4**. Click on "Add a forwarding address" - -![forwarding_address](./images/forwarding_address.png) - -**Step 5**. Add the forwarding email address from Chatwoot and click on "Next". - -![add_forwarding_address](./images/add_forwarding_address.png) - -**Step 6**. Confirm the forwarding address in the browser popup. The email inbox will send a verification code to the forwarding email address. - -**Step 7**. Copy the verification code from Chatwoot email inbox. - -**Step 8**. Paste the verification code and click on "Verify". - -![verify_forwarding_address](./images/verify_forwarding_address.png) - -**Step 9**. Paste the verification code and click on "Verify". - -**Step 10**. Select "Forward a copy of incoming mail" option. Choose the required action from second dropdown and click on "Save Changes". - -![choose_forward_option](./images/choose_forward_option.png) diff --git a/docs/product/channels/email/gmail/enable-imap.md b/docs/product/channels/email/gmail/enable-imap.md deleted file mode 100644 index 3efc57e4..00000000 --- a/docs/product/channels/email/gmail/enable-imap.md +++ /dev/null @@ -1,20 +0,0 @@ ---- -sidebar_label: "Enable IMAP" -title: "Enable IMAP for Gmail inbox" ---- - -**Step 1**. Go to Gmail inbox and click on the settings icon on the top right corner. - -![gmail_inbox](./images/gmail_inbox.png) - -**Step 2**. Click on "See all settings" button. - -![gmail_quick_settings](./images/gmail_quick_settings.png) - -**Step 3**. Select "Forwarding and POP/IMAP" tab in the settings page. - -![gmail_imap_settings](./images/gmail_imap_settings.png) - -**Step 4**. Choose "Enable IMAP" option under IMAP access section and click on "Save Chabges" button. - -![gmail_enable_imap](./images/gmail_enable_imap.png) diff --git a/docs/product/channels/email/gmail/generate-app-password.md b/docs/product/channels/email/gmail/generate-app-password.md deleted file mode 100644 index 2bb0cf61..00000000 --- a/docs/product/channels/email/gmail/generate-app-password.md +++ /dev/null @@ -1,18 +0,0 @@ ---- -sidebar_label: "Generate App Password" -title: "Generate app password for Gmail inbox" ---- - -> **Note:** This is for gmail accounts which is enabled 2-step verification or managed by a organization. - -**Step 1**. Go to [Google Account Security](https://myaccount.google.com/security) - -![gmail_account_security](./images/gmail_account_security.png) - -**Step 2**. Click on "App passwords" under "Signing in to Google" section in the security page. - -![sign_in_google](./images/sign_in_google.png) - -**Step 3**. Select Mail app, select a device and click on "GENERATE". Use the generated password to configure IMAP/SMTP. - -![generate_password](./images/generate_password.gif) diff --git a/docs/product/channels/email/gmail/images/add_forwarding_address.png b/docs/product/channels/email/gmail/images/add_forwarding_address.png deleted file mode 100644 index edd29c32..00000000 Binary files a/docs/product/channels/email/gmail/images/add_forwarding_address.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/choose_forward_option.png b/docs/product/channels/email/gmail/images/choose_forward_option.png deleted file mode 100644 index 8738c44f..00000000 Binary files a/docs/product/channels/email/gmail/images/choose_forward_option.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/enable_access.png b/docs/product/channels/email/gmail/images/enable_access.png deleted file mode 100644 index bec5faa2..00000000 Binary files a/docs/product/channels/email/gmail/images/enable_access.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/forwarding_address.png b/docs/product/channels/email/gmail/images/forwarding_address.png deleted file mode 100644 index b8e71d16..00000000 Binary files a/docs/product/channels/email/gmail/images/forwarding_address.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/generate_password.gif b/docs/product/channels/email/gmail/images/generate_password.gif deleted file mode 100644 index cbe35c27..00000000 Binary files a/docs/product/channels/email/gmail/images/generate_password.gif and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/gmail_account_security.png b/docs/product/channels/email/gmail/images/gmail_account_security.png deleted file mode 100644 index 744834d7..00000000 Binary files a/docs/product/channels/email/gmail/images/gmail_account_security.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/gmail_enable_imap.png b/docs/product/channels/email/gmail/images/gmail_enable_imap.png deleted file mode 100644 index b6530b50..00000000 Binary files a/docs/product/channels/email/gmail/images/gmail_enable_imap.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/gmail_imap_settings.png b/docs/product/channels/email/gmail/images/gmail_imap_settings.png deleted file mode 100644 index 114fabba..00000000 Binary files a/docs/product/channels/email/gmail/images/gmail_imap_settings.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/gmail_inbox.png b/docs/product/channels/email/gmail/images/gmail_inbox.png deleted file mode 100644 index 9fc69bd9..00000000 Binary files a/docs/product/channels/email/gmail/images/gmail_inbox.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/gmail_quick_settings.png b/docs/product/channels/email/gmail/images/gmail_quick_settings.png deleted file mode 100644 index 3b7dc263..00000000 Binary files a/docs/product/channels/email/gmail/images/gmail_quick_settings.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/less_secure_access.png b/docs/product/channels/email/gmail/images/less_secure_access.png deleted file mode 100644 index 201cbfb4..00000000 Binary files a/docs/product/channels/email/gmail/images/less_secure_access.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/sign_in_google.png b/docs/product/channels/email/gmail/images/sign_in_google.png deleted file mode 100644 index 138c2c87..00000000 Binary files a/docs/product/channels/email/gmail/images/sign_in_google.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/images/verify_forwarding_address.png b/docs/product/channels/email/gmail/images/verify_forwarding_address.png deleted file mode 100644 index 39e9a242..00000000 Binary files a/docs/product/channels/email/gmail/images/verify_forwarding_address.png and /dev/null differ diff --git a/docs/product/channels/email/gmail/less-secure-access.md b/docs/product/channels/email/gmail/less-secure-access.md deleted file mode 100644 index a27100df..00000000 --- a/docs/product/channels/email/gmail/less-secure-access.md +++ /dev/null @@ -1,18 +0,0 @@ ---- -sidebar_label: "Allow Less Secure Access" -title: "Allow less secure access for Gmail inbox" ---- - -> **Note:** This option is not available for gmail accounts which is enabled 2-step verification or managed by a organization. - -**Step 1**. Go to [Google Account Security](https://myaccount.google.com/security) - -![gmail_account_security](./images/gmail_account_security.png) - -**Step 2**. Click on "Turn on access" under "Less secure app access" section in the security page. - -![less_secure_access](./images/less_secure_access.png) - -**Step 3**. Toggle allow less secure apps to "ON". Now you can use your gmail account password to configure IMAP/SMTP. - -![enable_access](./images/enable_access.png) diff --git a/docs/product/channels/email/images/add-agents-to-email-inbox.png b/docs/product/channels/email/images/add-agents-to-email-inbox.png deleted file mode 100644 index f53ec5eb..00000000 Binary files a/docs/product/channels/email/images/add-agents-to-email-inbox.png and /dev/null differ diff --git a/docs/product/channels/email/images/add_agents.png b/docs/product/channels/email/images/add_agents.png deleted file mode 100644 index 40885e04..00000000 Binary files a/docs/product/channels/email/images/add_agents.png and /dev/null differ diff --git a/docs/product/channels/email/images/adding-inbox-in-chatwoot.png b/docs/product/channels/email/images/adding-inbox-in-chatwoot.png deleted file mode 100644 index 768a1805..00000000 Binary files a/docs/product/channels/email/images/adding-inbox-in-chatwoot.png and /dev/null differ diff --git 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/dev/null @@ -1,46 +0,0 @@ ---- -sidebar_label: "Create Channel" -title: "Setup your Microsoft Email channel" ---- - -**Step 1.** Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. - -![inbox_create](../images/adding-inbox-in-chatwoot.png) - -**Step 2**. Click on the "Email" icon. - -![list_of_channels](../images/list_of_channels.png) - -**Step 3**. Click on the "Microsoft" icon. If the "Microsoft" option is missing in your Chatwoot installation, [set up a Microsoft Entra ID App](https://www.chatwoot.com/docs/self-hosted/configuration/features/email-channel/azure-app-setup). - -![microsoft_channel](./images/microsoft-channel.png) - -**Step 4**. Add your outlook/microsoft email. - -![microsoft_emai](./images/microsoft-email.png) - -**Step 5**. Enter your Microsoft/Outlook credentials - -![microsoft_authentication](./images/microsoft-authentication.png) - -**Step 6**. Allow "Chatwoot" app to read your email and reply to your email. - -![microsoft_authorization](./images/microsoft-authorization.png) - -**Step 7**. "Add agents" to your email inbox. - -![add_agents](../images/add-agents-to-email-inbox.png) - -Hooray! You have successfully created a Email inbox. - -**Step 5**. Configure your email settings. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. - -Note: Please do not change anything in settings for now, as we have used the default values for IMAP and SMTP, we will be making these fields non-editable soon for outlook accounts. - -![configuration](./images/ms-oauth-email-config.gif) - -We are using default IMAP settings to fetch emails, and SMTP to send, you don't have to set anything via configuration. - -**Step 6**. If your access token get expired then you will need to re-authorize your microsoft account, which you can do via settings -> configuration page. - -![ms_reauthorization](./images/ms-reauthorization.png) diff --git a/docs/product/channels/email/microsoft/images/microsoft-authentication.png b/docs/product/channels/email/microsoft/images/microsoft-authentication.png deleted file mode 100644 index 08802f2c..00000000 Binary files a/docs/product/channels/email/microsoft/images/microsoft-authentication.png and /dev/null differ diff --git a/docs/product/channels/email/microsoft/images/microsoft-authorization.png b/docs/product/channels/email/microsoft/images/microsoft-authorization.png deleted file mode 100644 index 4720bf41..00000000 Binary files a/docs/product/channels/email/microsoft/images/microsoft-authorization.png and /dev/null differ diff --git a/docs/product/channels/email/microsoft/images/microsoft-channel.png b/docs/product/channels/email/microsoft/images/microsoft-channel.png deleted file mode 100644 index 0c63b6f5..00000000 Binary files a/docs/product/channels/email/microsoft/images/microsoft-channel.png and /dev/null differ diff --git a/docs/product/channels/email/microsoft/images/microsoft-email.png b/docs/product/channels/email/microsoft/images/microsoft-email.png deleted file mode 100644 index 3269faa1..00000000 Binary files a/docs/product/channels/email/microsoft/images/microsoft-email.png and /dev/null differ diff --git a/docs/product/channels/email/microsoft/images/ms-oauth-email-config.gif b/docs/product/channels/email/microsoft/images/ms-oauth-email-config.gif deleted file mode 100644 index 7e8c6943..00000000 Binary files a/docs/product/channels/email/microsoft/images/ms-oauth-email-config.gif and /dev/null differ diff --git a/docs/product/channels/email/microsoft/images/ms-reauthorization.png b/docs/product/channels/email/microsoft/images/ms-reauthorization.png deleted file mode 100644 index 0a5e290f..00000000 Binary files a/docs/product/channels/email/microsoft/images/ms-reauthorization.png and /dev/null differ diff --git a/docs/product/channels/email/microsoft/images/select-agents.png b/docs/product/channels/email/microsoft/images/select-agents.png deleted file mode 100644 index d7fe310e..00000000 Binary files a/docs/product/channels/email/microsoft/images/select-agents.png and /dev/null differ diff --git a/docs/product/channels/facebook.md b/docs/product/channels/facebook.md deleted file mode 100644 index 3cba636d..00000000 --- a/docs/product/channels/facebook.md +++ /dev/null @@ -1,80 +0,0 @@ ---- -sidebar_label: "Facebook" -title: 'Setup your Facebook channel' ---- - -If you are using a self-hosted Chatwoot installation, please setup your Facebook app as described in the [this guide](/docs/self-hosted/configuration/features/integrations/facebook-channel-setup). - -For the cloud version of Chatwoot, please follow the steps below. - -**Step 1**. Go to Settings → Inboxes → “Add Inbox”. - -![fb_create](./images/facebook/add-inbox.png) - -**Step 2**. Click on the "Messenger" icon. - -![list_of_channels](./images/facebook/list_of_channels.png) - -**Step 3**. Click on Facebook login button. It will open a new window for you to login. - -![create_fb](./images/facebook/fb-signin-in-chatwoot.png) - -**Step 4**. Authenticate with Facebook and select the page you want to connect. Enable all permissions shown in the list. This will help Chatwoot to perform all the desired actions smoothly. - -![link_account](./images/facebook/authenticate-chatwoot.png) - -![list_of_pages](./images/facebook/chatwoot-permissions.png) - -**Step 5**. You can now select your Facebook page from the dropdown menu that appears on Chatwoot. - -![add_agents](./images/facebook/choose-page.png) - -**Step 6**. "Add agents" to your Facebook inbox. - -![finish_inbox](./images/facebook/add-agents-to-fb.png) - -Hooray! You have successfully created a Facebook inbox. Whenever a customer sends a message to your Facebook page, you will be able to see and reply to it in Chatwoot. - -![inbox_settings](./images/facebook/fb-inbox-is-ready.png) - -## Additional Inbox settings - -Your freshly configured Facebook inbox should now appear in your list of inboxes. To see this and to make additional settings in your Facebook inbox, go to Settings → Inboxes → click the gear icon on the associated Facebook inbox. You will see the following screen: - -![fb_settings](./images/facebook/fb-inbox-settings.png) - -### Settings tab - -**Enable channel greeting.** Once you enable this, Chatwoot will send a greeting message to new conversations created through your Facebook inbox. - -**Enable CSAT**. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section. - -**Reauthorize.** Whenever you need to reconnect and reauthorize your Facebook page, do it from this button. - -### Collaborators tab - -Click on the `Collaborators` tab. - -Here, you can add Agents to the Inbox or delete Agents who have been already added in the Inbox. - -You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox. - -![fb_settings](./images/facebook/collaborators-on-fb.png) - -Click on `Update` to save the changes. - -### Business Hours tab - -Click on the `Business Hours` tab. In this section, you can set the working hours of your team associated with the Facebook inbox. - -![business hours setting on fb](./images/facebook/business-hrs-fb.png) - -Click on the check box for `Enable business availability for this inbox` if you have well-defined business hours. - -Once the check box is ticked, the below section opens up. 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a/docs/product/channels/images/whatsapp/whatsapp-cloud/whatsapp-section-developer-app.png and /dev/null differ diff --git a/docs/product/channels/images/whatsapp/whatsapp-inbox-is-ready.png b/docs/product/channels/images/whatsapp/whatsapp-inbox-is-ready.png deleted file mode 100644 index 84e014f8..00000000 Binary files a/docs/product/channels/images/whatsapp/whatsapp-inbox-is-ready.png and /dev/null differ diff --git a/docs/product/channels/instagram.md b/docs/product/channels/instagram.md deleted file mode 100644 index 06e13de5..00000000 --- a/docs/product/channels/instagram.md +++ /dev/null @@ -1,49 +0,0 @@ ---- -sidebar_label: "Instagram" -title: "Setup your Instagram channel" ---- - -If you are using a self-hosted Chatwoot installation, please setup your Instagram app as described in the [this guide](/docs/self-hosted/configuration/features/integrations/instagram-channel-setup). - -For the cloud version of Chatwoot, please follow the steps below. - -## Setting up Instagram - -**Step 1:** Make sure you have a Business Instagram account. Follow this [guide from Instagram](https://help.instagram.com/502981923235522) to help with the same. - -**Step 2:** Make sure your Facebook page is connected to this Instagram account. To connect Facebook and Instagram, follow these steps: - -1. Go to [https://www.facebook.com/pages/?category=your_pages](https://www.facebook.com/pages/?category=your_pages) -2. Select Your Page -3. Go to Settings -4. Select “Instagram” and connect your business account as shown below: - > - > ![connect_fb_to_ig](./images/instagram/connect_fb_to_ig.png) - -**Now switch back to Chatwoot App.** - -## Connecting Instagram to Chatwoot - -**Step 1**. Go to Settings → Inboxes → “Add Inbox”. - -![ig_create](./images/facebook/add-inbox.png) - -**Step 2**. Click on the "Messenger" icon. - -![list_of_channels](./images/facebook/list_of_channels.png) - -**Step 3**. Click on the Facebook login button. It will open a new window for you to log in. - -![login_to_fb](./images/facebook/fb-signin-in-chatwoot.png) - -**Step 4**. Authenticate with Facebook, select an Instagram account and select the page you want to connect. Enable all permissions shown in the list. This will help Chatwoot to perform all the desired actions smoothly. - -![link_account](./images/facebook/authenticate-chatwoot.png) - -![list_of_pages](./images/facebook/chatwoot-permissions.png) - -**Step 5**. "Add agents" to your Instagram inbox. - -![select_agents](./images/facebook/add-agents-to-fb.png) - -Hooray! You have successfully created an Instagram inbox. Whenever a customer sends a message to your Instagram account, you will be able to see and reply to it in Chatwoot. diff --git a/docs/product/channels/line.md b/docs/product/channels/line.md deleted file mode 100644 index 0bd4985b..00000000 --- a/docs/product/channels/line.md +++ /dev/null @@ -1,67 +0,0 @@ ---- -sidebar_label: "Line" -title: "How to create a Line channel?" ---- - -**Step 1**. Go to Settings → Inboxes → “Add Inbox”. - -![add-inbox.png](images/line/add-inbox.png) - -**Step 2**. Click on "Line" icon. - -![list_of_channels](images/line/list_of_channels.png) - -**Step 3**. Go to [Line Developer Console](https://developers.line.biz/console) and create a line account. - -**Step 4**. Create a "Provider" in developer console. - -![line_provider](images/line/line_provider.png) - - -**Step 5**. Create a new "Messaging API" channel(Bot) under the provider channels. - -![line_messaging_channel](images/line/line_messaging_channel.png) - -**Step 6**. Fill up below fields from line developer console( Messaging API Channel ). - -1. Channel Name -2. LINE Channel ID -3. LINE Channel Secret -4. LINE Channel Token - -LINE Channel ID - -![line_channel_id](images/line/line_channel_id.png) - -LINE Channel Secret - -![line_channel_secret](images/line/line_channel_secret.png) - - -LINE Channel Token - -![line_channel_token](images/line/line_channel_token.png) - - - Click on "Create LINE Channel". - -![create_line_channel](images/line/create_line_channel.png) - -**Step 8**. "Add agents" to your Line inbox. - -![add_agents](images/telegram/add_agents.png) - -**Step 9**. Hooray! You have successfully created a Line inbox. Copy the Chatwoot Webhook URL. - -![finish_inbox](images/line/finish_inbox.png) - -**Step 10**. Go to "Messaging API" channel in developer console and configure webhook. - -1. Verify Chatwoot webhook URL -2. Enable "Use webhook" - -![configure_webhook](images/line/configure_webhook.png) - -**Step 11**. Send a message to the Line bot. - -**Step 12**. Check Chatwoot Line inbox for the new message. \ No newline at end of file diff --git a/docs/product/channels/live-chat/conversation-continuity.md b/docs/product/channels/live-chat/conversation-continuity.md deleted file mode 100644 index 1b027899..00000000 --- a/docs/product/channels/live-chat/conversation-continuity.md +++ /dev/null @@ -1,46 +0,0 @@ ---- -sidebar_label: "Conversation Continuity" -title: 'Conversation Continuity through Email' ---- - -Your customers can continue their chat conversations with your agents via email threads. This may be required under the following circumstances. - -- No agents are available and the customer leaves a message in the chat. -- The customer leaves the chat before the agent replies. - -For this to work, the contact should have an email address associated with it in the Chatwoot CRM. - -## Obtaining email address of contacts - -You can prompt/update customer emails into chatwoot through the following ways. - -### 1.via Chatwoot SDK - -If customer email is already known, you can supply it into chatwoot via the `setUser` method in our [SDK](/product/channels/live-chat/sdk/setup) - -### 2.via PreChat Form - -If you enable a mandatory pre-chat form, the conversation starts with a screen as shown below: - -chatwoot-prechat-form - -You can find more details about configuring pre-chat form in this [guide](user-guide/features/pre-chat-form.md). - -### 3.via Email Collect Prompt - -When the pre-chat form is disabled and the customer's email is unknown, Chatwoot starts a conversation with an email collect prompt. - -chatwoot-email-collect - -## Conversation Continuity - -_Note_: Enable conversation continuity in self-hosted installations with the help of this [guide](/self-hosted/configuration/features/email-channel/conversation-continuity) - -As a result, if the customer's email address is updated through any of the options mentioned above and they leave the chat while their agent has replied, the following will occur: - -- The customer receives an email thread with a conversation summary. They can reply to that email and continue the conversation. -- The agent receives the customer replies from email in their Chatwoot dashboard, continued over the existing conversation thread. - -chatwoot-dashboard-email-reply - -The email icon in the chat bubble indicates that the customer reply arrived via email. diff --git a/docs/product/channels/live-chat/create-website-channel.md b/docs/product/channels/live-chat/create-website-channel.md deleted file mode 100644 index 1a0a9b5a..00000000 --- a/docs/product/channels/live-chat/create-website-channel.md +++ /dev/null @@ -1,150 +0,0 @@ ---- -sidebar_label: "Add and Configure" -title: 'Add and configure your website channel' ---- - -**Step 1**. Go to the Inboxes page. Go to Settings → Inboxes → "Add Inbox" button. - -![inbox_create](./images/add-inbox.png) - -**Step 2**. Click on the "Website" icon. - -![list_of_channels](./images/list_of_channels.png) - -**Step 3**. Enter your website name, URL, and other details as described below. - -![create_website](./images/add-website-inbox-details.png) - -| Field Name | Value | Remarks | -| --- | --- | --- | -| Website Name | Enter Name of your Website | eg: Example Inc. | -| Website Domain | Enter the link to your Website | eg: www.example.com | -| Widget Color | Select the color by clicking the pallet | | -| Welcome Heading | Give a Greeting with which you would like to address the customer | eg: Welcome ! | -| Welcome Tagline | Give a Tagline representing your company | eg: Welcome to Example ! We are at your service 24x7 | -| Enable Channel Greeting | Select Enabled or Disabled | Enable to Send Greeting message when customer starts conversation | -| Channel Greeting Message | Give a greeting with which you would like to start the conversation | eg: Hi. How can we help you? | - -Once all details are entered, click on “Create Inbox” Button. - -**Step 4**. "Add agents" to your website inbox. - -![add_agents](./images/add-agents-to-website-inbox.png) - -The conversations will be routed to agents only if they are associated with the inbox. Even if you are an Administrator, you need to add yourself as an agent to the Inbox to see the Inbox on your screen. - -Select the Agents from the drop-down and click on Add agents. If agents have not been added, follow the steps to [add agents](/docs/user-guide/add-agent-settings). - -**Step 5**. Hooray! You have successfully created a website inbox. Now, add the widget to your website. - -Copy and paste the code snippet shown on the page to your website and start supporting your customers. -You can click Copy button to copy and then [paste in the root file](/docs/user-guide/setting-up-chatwootwidget#root-file-of-website) of your website. - -![finish_inbox](./images/inbox-is-ready.png) - -If you click on the `More settings` Button, you will be taken to the Additional Settings for Inbox. If you click on the `Take me there` button, you will be taken to the newly created Inbox directly. - -**Step 6**. If you want to update the agents who have access to the inbox, go to Settings → Inboxes. You will be able to see your website inbox listed there. Click on Settings. You will be able to see the code as well as the list of agents who have access to the inbox. - -![inbox_settings](./images/inbox_settings.png) - - -## Additional Inbox settings - -On your Inboxes screen, click on the gear icon to reach the Settings page. You will see the following screen: - -### Settings tab - -![inbox_settings](./images/basic-inbox-settings.png) - -Scroll down to see more settings, where you can set up the various notifications you would like to receive when your website inbox starts functioning. - -![inbox_settings](./images/more-settings.png) - -Here are a couple of examples for your understanding: - -**Enable email collect box** is enabled by default. This means an automatic message to collect the e-mail id will be displayed once the customer starts a conversation. The customer/end user will receive a prompt to enter an e-mail id. - -**Enable CSAT**. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section. - -Click on the **`Update`** button to save the changes you have made. - -### Collaborators tab - -Click on the `Collaborators` tab. - -Here, you can add Agents to the Inbox or delete Agents who have been already added in the Inbox. - -You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox. - -![inbox_settings](./images/collaborators.png) - -Click on `Update` to save the changes. - -### Business Hours tab - -Click on the `Business Hours` tab. In this section, you can set the working hours of your team. - -![inbox_settings](./images/business-hours-setting.png) - -Click on the check box for `Enable business availability for this inbox` if you have well-defined business hours. - -Once the check box is ticked, the below section opens up. You can write your message to be displayed to the customer during OFF business hours. - -You can also select the available business hours for each day of the week, along with the proper time zone. - -![inbox_settings](./images/business-hours-advanced-settings.png) - -Click on the `Update Business Hour Setting` Button. - -### Pre Chat Form Tab - -Click on the `Pre Chat Form` tab. - -With this, you can [collect information about your customers](https://www.chatwoot.com/blog/pre-chat-form-automations/) as soon as they enter your live chat window/website widget. You can use this to collect customer info such as name and e-mail address before beginning the chat. - -![inbox_settings](./images/prechatform-setting.png) - -| Field Name | Value | Remarks | -| --- | --- | --- | -| Enable pre chat form | Select Yes or No | Yes if you want to use the prechat form. No if you do not want to | -| Pre Chat Message | Give a message to start a conversation with the customer | Hi, We need some information to serve you better | -| Visitors should provide their name and email address before starting the chat | Tick on the check box if you need the name and email address mandatorily | This will help us maintain our contact list better | - -Click on the `Update` button. Pre Chat Form is enabled now. - -### Configuration tab - -Click on the “Configuration” tab. You can find the code snippet to be copied to the website here. - -![inbox_settings](./images/config.png) - -You can click on the `Copy` button to copy the code and [paste it into the root file](https://www.chatwoot.com/docs/user-guide/setting-up-chatwootwidget#root-file-of-website) of your website. - -### Widget Builder tab - -You can customize your web widget with simple settings given on this page. You will be able to see your changes live. - -![inbox_settings](./images/widget-builder.png) - -### Next steps - -Find the detailed steps to configure each channel below: - -➡️ [Facebook messenger channel](/docs/product/channels/facebook) - -➡️ [Instagram channel](/docs/product/channels/instagram) - -➡️ [Twitter channel](/docs/product/channels/twitter) - -➡️ [WhatsApp channel](/docs/product/channels/whatsapp/whatsapp-cloud) - -➡️ [SMS channel](/docs/product/channels/sms/twilio) - -➡️ [Email channel](/docs/product/channels/email/create-channel) - -➡️ [Connect a channel using API](/docs/product/channels/api/create-channel) - -➡️ [Telegram channel](/docs/product/channels/telegram) - -➡️ [Line channel](/docs/product/channels/line) diff --git a/docs/product/channels/live-chat/images/add-agents-to-website-inbox.png b/docs/product/channels/live-chat/images/add-agents-to-website-inbox.png deleted file mode 100644 index c87282c8..00000000 Binary files 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a/docs/product/channels/live-chat/integrations/dialogflow.md b/docs/product/channels/live-chat/integrations/dialogflow.md deleted file mode 100644 index 6d2b4318..00000000 --- a/docs/product/channels/live-chat/integrations/dialogflow.md +++ /dev/null @@ -1,134 +0,0 @@ ---- -title: "Integrate Chatwoot with Dialogflow" -sidebar_label: "Dialogflow" ---- - -Chatbots are an essential part of every customer service platform. If you have many conversations happening in your account, scaling human support might not be effective. You could deploy a chatbot that helps answer trivial questions and hand it off to an agent only when necessary. Dialogflow and Rasa.ai are the top-rated NLP platforms that allow you to build a bot based on your use case. In this article, we will see how you can configure a Dialogflow chatbot with Chatwoot. - -## Configuring Dialogflow Integration in Chatwoot - -> Note: This step requires a Dialogflow Bot. If you haven't configured that already, follow the [Creating a Dialogflow Bot Section](#creating-a-dialogflow-bot) first. - -Chatwoot has a native Dialogflow integration. Go to "Settings -> Applications -> Dialogflow". Click on "Configure", you will see a button to "Add a new hook". - -You need to add "Project ID", "Project Key file", and an inbox to create a hook. (Copy the contents of the key file downloaded earlier and paste it in the text area) - -![add-to-chatwoot](./images/dialogflow/add-to-chatwoot.png) - -Voila! The integration is complete. - -Test out the website inbox to see if the initial query is handled by the bot or not. - - -## Creating a Dialogflow bot - -The following section guides you through creating a Dialogflow bot for Chatwoot. - -### Create a new agent -Go to [Dialogflow Console](https://dialogflow.cloud.google.com). We will be using Dialogflow Essentials for this article. Click on "Create new agent". It would show options as shown below. - -![create-new-agent](./images/dialogflow/create-new-agent.png) - -### Create intents - -You will need to create intents based on how you want your bot to respond. There will be 2 default intents in the project called "Default Fallback Intent" and "Default Welcome Intent", as shown below - -![default-intents](./images/dialogflow/default-intents.png) - -Now a basic bot configuration is complete, let us create a service account and connect it with Chatwoot. - -> You can also create additional intents for your specific use cases.
-> Chatwoot also supports advanced intents that enables [agent handoff](#creating-a-handoff-intent), [interactive messages](/product/others/interactive-messages) etc.
refer: [Advanced Intents](#advanced-intents) - -### Create a service account - -To connect this bot with Chatwoot, you need to create a service account on your Google Cloud console. Navigate to the project console in Google cloud by clicking on the **Project ID** in the project settings below. - -![project-settings](./images/dialogflow/project-settings.png) - -Navigate to **IAM & Admin -> Service Accounts**. You will see a view like the one below. Click on "Create Service Account". - -![service-account-console](./images/dialogflow/service-account-console.png) - -Provide a Service Account name and description as shown below. - -![service-account-details](./images/dialogflow/service-account-details.png) - -To provide access, select Dialogflow API Client from the dropdown. - -![service-access](./images/dialogflow/service-access.png) - -Continue and click on "Done". Now, you would be able to see the service listed in the dashboard. The next step is to create a key so that it can be shared with Chatwoot. Click on the service account and click on the "Keys" tab. Then, click on "Add Key". You will be able to see a screen like the one below. - -![add-keys](./images/dialogflow/add-keys.png) - -Click on "JSON" and click on "Create". It would generate a key for your service account, download the key and save it for use later. - - -## Advanced Intents - -### Creating a handoff intent - -Once the user requests to talk to the agent, Dialogflow needs to inform Chatwoot that an agent can now take over the conversation. - -Create an intent named "Handoff Intent" with training phrases like "Talk to an agent" or "Speak with an agent", etc. To handle the handoff intent, we will create a "Custom Payload" response as shown below. -```json -{ - "action": "handoff" -} -``` -![handoff-intent](./images/dialogflow/handoff-intent.png) - -Upon triggering an intent with the above payload, Chatwoot will toggle the status of the conversation to `open` and hands it off to an agent. - -### Interactive Messages -> Note: Interactive messages are supported only in website channel at the moment - -Chatwoot dialogflow integration also supports [interactive messages](/product/others/interactive-messages). The following types of interactive messages are supported: - -1. [Options](/product/others/interactive-messages#1-options) : follow up supported -2. [Cards](/product/others/interactive-messages#3-cards) -3. [Articles](/product/others/interactive-messages#4-articles) - -#### Creating an interactive message Intent -You can create other interactive messages by changing the payload as mentioned in [interactive messages documentation.](/product/others/interactive-messages) - -Create an intent with required training phrases and a "Custom Payload" response as shown below for an options message. - -``` -## example for an options interactive message -{ - "content_type": "input_select", - "content": "Select your favorite food from below", - "content_attributes": { - "items": [ - { - "value": "I like sushi", - "title": "Sushi" - }, - { - "title": "Biryani", - "value": "I like biryani" - }, - { - "title": "Pizza", - "value": "I like pizza" - } - ] - }, - "private": false -} -``` -> When user interactes with the input messages. The value they selected is sent back to dialogflow, So that you configure a follow up intent if required.
-> **Example**: Configure an intent with training phrase "I like biryani" for the cases where the contact select the option "biryani". - - -## FAQ - -### How can an agent transfer the conversation back to Dialogflow bot? - -When the Dialogflow bot is connected to an inbox, conversations are created with `pending` status instead of `open`. This lets the intial triaging to happen via -the bot before the conversation is passed on to an agent. When [`handoff`](#creating-a-handoff-intent) happens, the conversation status is changed into `open` and the bot stops -responding to it. - -Sometimes the agents would want to push back a conversation which was handed off, back again into the bot queue. They can do this by changing the conversation status back to `pending` again so that the bot will start responding to that conversation again. diff --git a/docs/product/channels/live-chat/integrations/docusaurus.md b/docs/product/channels/live-chat/integrations/docusaurus.md deleted file mode 100644 index 0e8372d8..00000000 --- a/docs/product/channels/live-chat/integrations/docusaurus.md +++ /dev/null @@ -1,42 +0,0 @@ ---- -sidebar_label: "Docusaurus" -title: "Install Chatwoot live-chat on Docusaurus website" ---- - -Chatwoot has an official integration with Docusaurus using the plugin [@chatwoot/docusaurus-plugin](https://www.npmjs.com/package/@chatwoot/docusaurus-plugin). This plugin enables Chatwoot live-chat widget in Docusaurus powered websites. - -To install the plugin, follow the steps mentioned below. - -1. Add the plugin to your project. -```bash -yarn add @chatwoot/docusaurus-plugin -``` -or -```bash -npm install @chatwoot/docusaurus-plugin --save -``` - -2. Configure the plugin in `docusaurus.config.js` - -```js -// docusaurus.config.js -module.exports = { - plugins: ["@chatwoot/docusaurus-plugin"], - themeConfig: { - chatwoot: { - websiteToken: "Your website inbox token", - baseURL: "https://app.chatwoot.com", // optional - enableInDevelopment: false, // optional - chatwootSettings: { - hideMessageBubble: false, - position: "left", // This can be left or right - locale: "en", // Language to be set - useBrowserLanguage: false, // Set widget language from user's browser - darkMode: "auto", // [light, auto] - type: "expanded_bubble", - launcherTitle: "Chat with us", - } - } - } -}; -``` diff --git a/docs/product/channels/live-chat/integrations/gatsby.md b/docs/product/channels/live-chat/integrations/gatsby.md deleted file mode 100644 index 36d437ac..00000000 --- a/docs/product/channels/live-chat/integrations/gatsby.md +++ /dev/null @@ -1,47 +0,0 @@ ---- -sidebar_label: "Gatsby" -title: "Integrate Chatwoot with Gatsby" ---- - -If you have a website created on Gatsby, you can add a Chatwoot live chat widget to it and talk to your visitors in real-time. - -This can be done in 3 simple steps using Chatwoot’s Gatsby plugin. - -## 1. Add the Gatsby plugin to your project - -Add gatsby-plugin-chatwoot to your Gatsby project. - -```shell -npm install --save gatsby-plugin-chatwoot -``` - -If you are using yarn, use: - -```shell -yarn add gatsby-plugin-chatwoot -``` - -## 2. Add the plugin to your Gatsby config file - -```js -// In your gatsby-config.js -plugins: [ - { - resolve: `gatsby-plugin-chatwoot`, - options: { - baseUrl: "BASE_URL", // Required - websiteToken: "WEBSITE_TOKEN", // Required - includeInDevelopment: false, // Optional - chatwootSettings: {}, // Optional - }, - }, -]; -``` - -You can get your Website token and base URL from your Inbox settings in your Chatwoot account. - -If you need to create a new website channel, follow the procedure illustrated [here](https://www.chatwoot.com/docs/product/channels/live-chat/create-website-channel). - -## 3. Start your server - -You would be able to see the Chatwoot widget on the page now. diff --git a/docs/product/channels/live-chat/integrations/google-tag-manager.md b/docs/product/channels/live-chat/integrations/google-tag-manager.md deleted file mode 100644 index acdd4b58..00000000 --- a/docs/product/channels/live-chat/integrations/google-tag-manager.md +++ /dev/null @@ -1,39 +0,0 @@ ---- -sidebar_label: "Google Tag Manager" -title: "Install Chatwoot live-chat using Google Tag Manager" ---- - -If you are using Google Tag Manager on your website, you can install Chatwoot from Google Tag Manager’s dashboard by creating a new tag for Chatwoot. To install the Chatwoot live-chat widget, please follow the steps below: - - -### 1. Access the tag manager console - -Login to the Tag manager workspace with your Google account. You will be able to see a workspace similar to the one shown below. - -![GTM-Workspace](./images/gtm/workspace-admin.png) - -### 2. Create new tag - -Click on "Add a new tag" button from the dashboard. You will be presented with a popup to create a tag. Change the name from "Untitled Tag" to "Chatwoot" or something that makes sense to you. - -Click on tag configuration, select "Custom HTML" tag type from the list as shown below. - -![Create-new-HTML-tag](./images/gtm/create-custom-html-tag.png) - -Copy the script from the inbox configuration in Chatwoot to the HTML script textarea as shown below. Select "Support document.write" checkbox. - -![Copy-script](./images/gtm/copy-the-script.png) - -Click on triggering and select "All pages" from the list. - -![select-trigger](./images/gtm/select-trigger.png) - -Click "Save" to save the tag. You will be able to see tag listed under Workspace changes. - -![workspace-changes](./images/gtm/workspace-changes.png) - -Click on Submit to deploy the tag. Provide a version name and deploy the changes by click on "Publish". - -![version-name](./images/gtm/version-name.png) - -You have successfully deployed the Chatwoot live-chat widget to your website using Google Tag Manager. 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a/docs/product/channels/live-chat/integrations/nextjs.md b/docs/product/channels/live-chat/integrations/nextjs.md deleted file mode 100644 index dd5354c0..00000000 --- a/docs/product/channels/live-chat/integrations/nextjs.md +++ /dev/null @@ -1,72 +0,0 @@ ---- -sidebar_label: "Next.js" -title: "Integrate Chatwoot with Next.js" ---- - -To integrate Chatwoot with your Next.js application, you would need a component that loads the Chatwoot script. - -You can do this in two quick steps. Let us illustrate this with the help of an example below. This example shows a React component which loads the Chatwoot script asynchronously. - -## 1. Copy and Create! - -Copy the following code and create a file in your `components` folder with the name `ChatwootWidget.js`. - - -```js -import React from 'react'; - -class ChatwootWidget extends React.Component { - componentDidMount () { - // Add Chatwoot Settings - window.chatwootSettings = { - hideMessageBubble: false, - position: 'right', // This can be left or right - locale: 'en', // Language to be set - type: 'standard', // [standard, expanded_bubble] - }; - - // Paste the script from inbox settings except the - - -``` - -## 4. Check! - -You will be able to see the Chatwoot widget on the page now. Something like this: - -![vuejs integration](../images/chatwoot-widget-on-vue-app.png) - -### Vue.js, Nuxt.js module - -A community maintained module (Made by the awesome folks at [@productdevbook](https://github.com/productdevbookcom/chatwoot)) for integrating Chatwoot in your Vue 3 and Nuxt 3 projects is available. You can find a [demo here](http://vue-chatwoot-plugin.vercel.app/). - -- View [Vue 3 module](https://github.com/productdevbookcom/chatwoot). -- View [Nuxt 3 module](https://github.com/productdevbookcom/chatwoot). diff --git a/docs/product/channels/live-chat/integrations/wordpress.md b/docs/product/channels/live-chat/integrations/wordpress.md deleted file mode 100644 index 452ae566..00000000 --- a/docs/product/channels/live-chat/integrations/wordpress.md +++ /dev/null @@ -1,60 +0,0 @@ ---- -sidebar_label: "WordPress" -title: "Install Chatwoot live-chat on WordPress websites" ---- - -[WordPress](https://wordpress.com/) is a popular Content Management System. If you are hosting your website on WordPress, you can add a Chatwoot live chat widget to it and talk to your visitors in real-time. - -To achieve this, use Chatwoot’s native integration with WordPress. To use Chatwoot live-chat on the WordPress website, follow the steps explained below. - -## 1. Download the plugin - -Download the Zip file of the latest Chatwoot WordPress plugin from [GitHub](https://github.com/chatwoot/wp-plugin/tags) as shown below. - -![download-zip](./images/wordpress/wordPress-plugin-zip.png) - -## 2. Upload the plugin to your WordPress website - -Log in to your WordPress account. Navigate to the Admin panel and click on “Plugins” from the sidebar. You will be able to see the "Add New" button. - -![add-new-plugin](./images/wordpress/add-plugin-in-wordpress.png) - -You will see an option to upload the plugin, as shown in the screenshot below. Click on “Upload” and select the Zip file downloaded in step 1. - -![upload-plugin-zip-file](./images/wordpress/wordpress-chatwoot.png) - -Once the plugin is uploaded, you will see a Success screen with the "Activate Plugin" option, as shown below. Click on "Activate Plugin.” - -![activate-plugin](./images/wordpress/activate-the-plugin.png) - -Congrats! The plugin is now installed. To complete the configuration, you need to share the credentials from the Chatwoot app, as shown in the steps below. - -![wordpress-plugin-installed](./images/wordpress/chatwoot-plugin-installed.png) - -## 3. Configure the plugin - -Now, you will be able to see “Chatwoot Settings” under your "Settings" menu. Click on that to update the live-chat configuration. - -Chatwoot Settings - -You will be presented with the Settings screen as shown below. Configure your Chatwoot plugin here to make it work. - -You need to create a Website inbox on your Chatwoot installation. Please refer to this [guide](https://www.chatwoot.com/docs/product/channels/live-chat/create-website-channel) to create a website channel inbox. - -Chatwoot options - -Available website settings are as follows: - -| Option | Description | -| -- | -- | -| Chatwoot Website Token / Installation URL | Once you create a website channel inbox in your Chatwoot installation, you will get a script. Token and the URL can be copied as shown below. Chatwoot Website Settings | -| Widget Design | Chatwoot supports two designs for the live-chat widget, Standard Design, and Expanded Bubble design. You can see the details about it [here](/docs/product/channels/live-chat/sdk/setup#widget-designs). | -| Widget Position | Based on your preference, you can select where to place the live-chat widget on the website. The available options are Left & Right | -| Language | Chatwoot support 30+ languages. The default language is English. | -| Launcher text | This is an optional field. If you use the expanded bubble design, you can use the launcher text to customize the text displayed on the bubble. | - -## 4. Verify that the plugin is working correctly - -Once you provide the correct values, click on "Save Changes." Then, visit your website and see if the widget appears on the website. - -![widget-on-website](./images/wordpress/chatwoot-widget-on-a-wordpress-website.png) diff --git a/docs/product/channels/live-chat/sdk/identity-validation.md b/docs/product/channels/live-chat/sdk/identity-validation.md deleted file mode 100644 index 38be123a..00000000 --- a/docs/product/channels/live-chat/sdk/identity-validation.md +++ /dev/null @@ -1,168 +0,0 @@ ---- -sidebar_label: "Identity Validation" -title: "Identity validation in Chatwoot" ---- - -Identity verification is an important security feature that helps ensure that conversations between customers and support agents are private and secure. By verifying the identities of both parties, identity validation helps prevent impersonation and unauthorized access. - -If your users can log into your app, it's always recommended to enable identity verification. Chatwoot uses an HMAC-based identity verification. It is a cryptographic algorithm that uses a secret key (provided by Chatwoot) and a unique identifier to generate a code; this code can then be used to verify the user on the front end. - -## Generating HMAC - -To generate the HMAC you need to get the secret key for your Chatwoot inbox. The key can be found in `Settings > Inboxes > Settings > Configuration > Identity Validation` - -![HMAC Secret](./images/hmac-secret.png) - -To use HMAC for identity validation in your web widget, you'll need to generate an HMAC using this key. You can generate this HMAC using any programming language in the backend. Most languages have built-in cryptographic functions to generate the token; if not popular implementations always exist. You can find examples of popular programming languages at the end of this page. - -## Verifying the HMAC - -Once you've generated an HMAC for an identifier using the key above, you can use the HMAC to validate the identity of the sender. To do this, send the HMAC along with the identifier to your Chatwoot server via the SDK. - -### Verification on the web - -```js -window.$chatwoot.setUser(``, { - name: "", // Name of the user - email: "", // Email of the user - identifier_hash: "" // HMAC value, which is generated using inbox identifier (obtained from inbox settings ) and unique-identifier-key that you supply for the contact. -} -``` - -If the HMACs match, you can be confident that the person who sent the identifier is authorized to do so. All unverified users will show up with an alert mark stating that their identity is not verified. - -![Unverified user](./images/unverified.png) - -### Verification in React Native - -You can integrate identity verification in React Native as well. You can find the documentation to setup Chatwoot for React Native [here](/docs/product/channels/live-chat/integrations/react-native-widget) - -```jsx -const App = () => { - const user = { - identifier: "", - name: "John Samuel", - email: "john@gmail.com", - identifier_hash: "", - }; - - return ( - - ); -}; -``` - -## Enforcing verification - -In case you want to enforce verification for all users, you can do so by enabling the `Enforce User Identity Validation` option in the inbox settings. - -![Enforce verification](./images/enforce-verification.png) - -_If this option is enabled any incoming message from an unverified user will be rejected._ - -## Sample HMAC Generation for popular languages - -### PHP - -```php - - -``` - -### Javascript (Node.js) - -```js -const crypto = require("crypto"); - -// Define your key and identifier -const key = "your-secret-token-for-hmac"; -const identifier = "unique-identifier-key-of-the-user"; - -// Generate the HMAC -const identifierHash = crypto - .createHmac("sha256", key) - .update(identifier) - .digest("hex"); -``` - -### Ruby - -```ruby -require 'openssl' - -# Define your key and identifier -key = 'your-secret-token-for-hmac' -identifier = 'unique-identifier-of-the-user' - -# Generate the HMAC -identifier_hash = OpenSSL::HMAC.hexdigest('sha256', key, identifier) -``` - -### Elixir - -```elixir -# Define your key and identifier -key = 'your-secret-token-for-hmac' -identifier = 'unique-identifier-of-the-user' - -# Generate the HMAC -signature = :crypto.hmac(:sha256, key, identifier) - -identifier_hash = Base.encode16(signature, case: :lower) -``` - -### Golang - -```go -package main - -import ( - "crypto/hmac" - "crypto/sha256" - "encoding/hex" - "fmt" -) - -func main() { - // Define your key and identifier - key := []byte("your-secret-token-for-hmac") - identifier := []byte("unique-identifier-of-the-user") - - // Generate the HMAC - hash := hmac.New(sha256.New, key) - hash.Write(identifier) - identifierHash := hex.EncodeToString(hash.Sum(nil)) - - // Print the HMAC - fmt.Println(identifierHash) -} - -``` - -### Python - -```py -import hashlib -import hmac - -# Define your key and identifier -secret = bytes('your-secret-token-for-hmac', 'utf-8') -identifier = bytes('unique-identifier-of-the-user', 'utf-8') - -# Generate the HMAC -hash = hmac.new(secret, identifier, hashlib.sha256) -identifier_hash = hash.hexdigest() -``` diff --git a/docs/product/channels/live-chat/sdk/images/enforce-verification.png b/docs/product/channels/live-chat/sdk/images/enforce-verification.png deleted file mode 100644 index 3df3d6a4..00000000 Binary files a/docs/product/channels/live-chat/sdk/images/enforce-verification.png and /dev/null differ diff --git a/docs/product/channels/live-chat/sdk/images/expanded-bubble.gif b/docs/product/channels/live-chat/sdk/images/expanded-bubble.gif deleted file mode 100644 index 4db6fdf3..00000000 Binary files a/docs/product/channels/live-chat/sdk/images/expanded-bubble.gif and /dev/null differ diff --git a/docs/product/channels/live-chat/sdk/images/hmac-secret.png b/docs/product/channels/live-chat/sdk/images/hmac-secret.png deleted file mode 100644 index 786b180b..00000000 Binary files a/docs/product/channels/live-chat/sdk/images/hmac-secret.png and /dev/null differ diff --git a/docs/product/channels/live-chat/sdk/images/live-chat-dark-mode/dark-mode-docs.gif b/docs/product/channels/live-chat/sdk/images/live-chat-dark-mode/dark-mode-docs.gif deleted file mode 100644 index 9e97c741..00000000 Binary files a/docs/product/channels/live-chat/sdk/images/live-chat-dark-mode/dark-mode-docs.gif and /dev/null differ diff --git a/docs/product/channels/live-chat/sdk/images/standard-bubble.gif b/docs/product/channels/live-chat/sdk/images/standard-bubble.gif deleted file mode 100644 index e0541dff..00000000 Binary files a/docs/product/channels/live-chat/sdk/images/standard-bubble.gif and /dev/null differ diff --git a/docs/product/channels/live-chat/sdk/images/unverified.png b/docs/product/channels/live-chat/sdk/images/unverified.png deleted file mode 100644 index f89fef42..00000000 Binary files a/docs/product/channels/live-chat/sdk/images/unverified.png and /dev/null differ diff --git a/docs/product/channels/live-chat/sdk/live-chat-dark-mode.md b/docs/product/channels/live-chat/sdk/live-chat-dark-mode.md deleted file mode 100644 index 5b1320a4..00000000 --- a/docs/product/channels/live-chat/sdk/live-chat-dark-mode.md +++ /dev/null @@ -1,27 +0,0 @@ ---- -sidebar_label: "Dark Mode" -title: "Enable dark mode on live-chat widget" ---- - -Modern websites enable users to switch between light and dark modes. Therefore, a live chat that works with both themes is important. - -This guide helps you to set up dark mode for the Chatwoot live-chat widget on your website. - -Here is a quick glimpse of how dark mode functions on the live chat widget. - -dark-mode-widget - -To enable dark mode on Chatwoot widget, use the `darkMode` parameter along with the [chatwootSettings](/docs/product/channels/live-chat/sdk/setup). - -`darkMode` parameter supports 3 values. - -1. `light` - Enable only light mode. This is the default value. -2. `auto` - Enable dark mode based on the operating system preference. -3. `dark`- Enable dark mode only style irrespective of the OS system preferences. - -```js -window.chatwootSettings = { - //... other Settings - darkMode: "auto", -}; -``` diff --git a/docs/product/channels/live-chat/sdk/setup.md b/docs/product/channels/live-chat/sdk/setup.md deleted file mode 100644 index c5055185..00000000 --- a/docs/product/channels/live-chat/sdk/setup.md +++ /dev/null @@ -1,270 +0,0 @@ ---- -sidebar_label: "SDK Setup" -title: "Sending information to Chatwoot" ---- - -Additional information about a contact is always useful. The Chatwoot Website SDK ensures that you can send additional information that you have about a user. - -If you have installed our code on your website, the SDK would expose `window.$chatwoot` object. - -In order to make sure that the SDK has been loaded completely, please make sure that you listen to `chatwoot:ready` event as follows: - -```js -window.addEventListener("chatwoot:ready", function () { - // Use window.$chatwoot here - // ... -}); -``` - -If you would like to listen to the messages in the widget you can use the following event. - -```js -window.addEventListener("chatwoot:on-message", function (e) { - console.log("chatwoot:on-message", e.detail); -}); -``` - -### SDK settings - -To hide the bubble, you can use the setting mentioned below. - -**Note**: If you use this, then you’ll also have to trigger the widget. - -```js -window.chatwootSettings = { - hideMessageBubble: false, - position: "left", // This can be left or right - locale: "en", // Language to be set - useBrowserLanguage: false, // Set widget language from user's browser - baseDomain: '.mydomain.com' - type: "standard", // [standard, expanded_bubble] - darkMode: "auto", // [light, auto] -}; -``` - -### Persist chat session across sub domains `baseDomain` Configuration, - -The `baseDomain` config retains user chat sessions across sub-domains, ensuring a seamless chat experience as users navigate through your domain's pages. - -#### Setting Up - -Add the `baseDomain` configuration to `window.chatwootSettings` - -``` -window.chatwootSettings = { - //other settings - baseDomain: ".yourdomain.com", -}; -``` - -Replace `yourdomain.com` with your domain, keeping the preceding dot. - -**Notes** - -- Ensure SSL is set for all sub-domains. -- Configuration applies to sub-domains, not different domains. - -**Example:** - -``` -baseDomain: '.chatwoot.com' -``` - -### Use browser language in your live chat widget automatically - -To show the live chat widget in the user's browser locale, set the `useBrowserLanguage` to `true` in the `window.chatwootSettings` mentioned above. - -**Note**: If `useBrowserLanguage` is set to `true`, The `locale` mentioned will be ignored. If the browser language is not supported by chatwoot, the locale mentioned under `locale` will be used. If that's also missing, the widget will fall back to the `locale` of the agent dashboard. - -### Dark Mode - -Chatwoot live-chat widget supports dark mode from v2.4.0. To enable the dark mode, follow the steps mentioned [here](/docs/product/channels/live-chat/sdk/live-chat-dark-mode). - -### Widget designs - -Chatwoot supports two designs for the widget. - -1. Standard (default) - -![Standard-bubble](./images/standard-bubble.gif) - -2. Expanded bubble - -![Expanded-bubble](./images/expanded-bubble.gif) - -If you are using expanded bubble, you can customize the text used in the bubble by setting `launcherTitle` parameter on chatwootSettings as described below. - -```js -window.chatwootSettings = { - type: "expanded_bubble", - launcherTitle: "Chat with us", -}; -``` - -### Enable popout window - -In order to enable the popout window, add the following configuration to `chatwootSettings`. This option is disabled by default. - -```js -window.chatwootSettings = { - // ...Other Config - showPopoutButton: true, -} - -You can also popout the chat window programatically with the `popoutChatWindow()` method. -``` - -### Programatically open the popout window - -You can open the popout window programatically with the `popoutChatWindow()` method. - -To initiate this, call the method like below. - -```js -window.$chatwoot.popoutChatWindow(); -``` - -### Toggle the widget bubble visibility - -If you want to hide/show the Chatwoot widget bubble, you can do so with `toggleBubbleVisibility('show/hide')` - -Example - -```js -window.$chatwoot.toggleBubbleVisibility("show"); // to display the bubble -window.$chatwoot.toggleBubbleVisibility("hide"); // to hide the bubble -``` - -### Trigger widget without displaying bubble - -```js -window.$chatwoot.toggle(); - -// Toggle widget by passing state -window.$chatwoot.toggle("open"); // To open widget -window.$chatwoot.toggle("close"); // To close widget -``` - -### Set the user in the widget - -```js -window.$chatwoot.setUser("", { - email: "", - name: "", - avatar_url: "", - phone_number: "", -}); -``` - -`setUser` accepts an identifier which can be a `user_id` in your database or any unique parameter which represents a user. You can pass email, name, avatar_url, phone_number as params. Support for additional parameters is in progress. - -Make sure that you reset the session when the user logs out of your app. - -### Reset the session (use this while you logout the user from your app) - -```js -window.$chatwoot.reset(); -``` - -### Identity validation using HMAC - -To disallow impersonation and to keep the conversation with your customers private, we recommend setting up the identity validation in Chatwoot. Identity validation is enabled by generating an HMAC(hash based message authentication code) based on the `identifier` attribute, using SHA256. Along with the `identifier` you can pass `identifier_hash` also as shown below to make sure that the user is correct one. - -```js -window.$chatwoot.setUser(``, { - name: "", // Name of the user - avatar_url: "", // Avatar URL - email: "", // Email of the user - identifier_hash: "", // Identifier Hash generated based on the webwidget hmac_token - phone_number: "", // Phone Number of the user - description: "", // description about the user - country_code: "", // Two letter country code - city: "", // City of the user - company_name: "", // company name - social_profiles: { - twitter: "", // Twitter user name - linkedin: "", // LinkedIn user name - facebook: "", // Facebook user name - github: "", // Github user name - }, -}); -``` - -To generate HMAC, read [identity validation](/docs/product/channels/live-chat/sdk/identity-validation) - -Note that implementing HMAC authentication will allow chat history to persist across sessions. - -### Set custom attributes - -#### For a contact - -In order to set additional information about the customer you can use customer custom attributes field. Read more about custom attributes [here](/user-guide/features/custom-attributes) - -To set a custom attributes call `setCustomAttributes` as follows - -```js -window.$chatwoot.setCustomAttributes({ - accountId: 1, - pricingPlan: "paid", - - // Here the key which is already defined in custom attribute - // Value should be based on type (Currently support Number, Date, String and Number) -}); -``` - -You can view these information in the sidepanel of a conversation. - -To delete a custom attribute, use `deleteCustomAttribute` as follows - -```js -window.$chatwoot.deleteCustomAttribute("attribute-key"); -``` - -#### For a conversation - -You can also set custom attributes for the active conversation from the SDK. To set the custom attributes, call `setConversationCustomAttributes` as follows. - -```js -window.$chatwoot.setConversationCustomAttributes({ - productName: "iPhone", - productCategory: "Smartphone", -}); -``` - -You can view this information in the side panel of a conversation. - -To delete a custom attribute, use `deleteConversationCustomAttribute` as follows. - -```js -window.$chatwoot.deleteConversationCustomAttribute("productName"); -``` - -### Set language manually - -```js -window.$chatwoot.setLocale("en"); -``` - -To set the language manually, use the `setLocale` function. - -### Set labels on the conversation - -Please note that the labels will be set on a conversation if the user has not started a conversation. In that case, the following items will not have any effect: - -```js -window.$chatwoot.setLabel("support-ticket"); - -window.$chatwoot.removeLabel("support-ticket"); -``` - -### Widget errors - -In order to see any errors in the widget, please make sure that you listen to `chatwoot:event` event as follows: - -```js -window.addEventListener("chatwoot:error", function () { - // ... -}); -``` - -Note: This feature is available in v2.3.0 or later. diff --git a/docs/product/channels/live-chat/webflow-integration.md b/docs/product/channels/live-chat/webflow-integration.md deleted file mode 100644 index f5364ba4..00000000 --- a/docs/product/channels/live-chat/webflow-integration.md +++ /dev/null @@ -1,40 +0,0 @@ ---- -sidebar_label: "Webflow Integration" -title: 'Integrating Chatwoot with Webflow website' ---- - -If your website is created with Webflow and you want to talk to your Webflow website visitors in real time, you can add the Chatwoot live chat widget to your website. To use Chatwoot as your website live chat, follow the steps described below. - -## 1. Create a website inbox in Chatwoot - -Refer to [Website Channel](/docs/product/channels/live-chat/create-website-channel) document. - -## 2. Install the generated script in Webflow - -### Go to website settings - -Login to your Webflow account and select your website. Select Settings. - -![select-website](./images/webflow/select-website.jpg) - -
- -### Paste the script in Footer Code in Webflow - -Go to **Custom Code** -> **Footer Code**. - -Paste the script in the Footer Code section. Save the changes. - -![custom-html-css](./images/webflow/custom-html-css.jpg) - -## 3. Publish the changes - -Click on Publish -> Select the website -> Publish to selected domains. - -![publish-the-website](./images/webflow/publish-the-website.png) - - -**Voila!** You have successfully integrated Chatwoot with Webflow. - - -![active-chatwoot-webflow-integration](./images/webflow/active-chatwoot-webflow-integration.jpg) diff --git a/docs/product/channels/sms/bandwidth.md b/docs/product/channels/sms/bandwidth.md deleted file mode 100644 index 3cbe699d..00000000 --- a/docs/product/channels/sms/bandwidth.md +++ /dev/null @@ -1,28 +0,0 @@ ---- -sidebar_label: "Bandwidth" -title: "Setup your SMS channel with Bandwidth" ---- - -**Step 1**. Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. - -![dashboard](../images/whatsapp/adding-inbox-in-chatwoot.png) - -**Step 2**. Click on the "SMS" icon. - -![inbox_settings](../images/sms/select_sms.png) - -**Step 3**. Choose "Bandwidth" as the API provider and configure the inbox. Fill in the appropriate details. - -![create_bandwidth](../images/sms/sms-inbox-setup-bandwidth-chatwoot.png) - -Click `Create Bandwidth Channel` after filling in the information. - -**Step 4**. "Add agents" to your inbox. - -![add_agents](../images/sms/add-agents-to-sms-channel.png) - -Hooray! You have successfully created an SMS inbox. - -![finish_inbox](../images/sms/sms-inbox-is-ready-message-in-chatwoot.png) - -You will start receiving the messages in your Chatwoot dashboard. diff --git a/docs/product/channels/sms/twilio.md b/docs/product/channels/sms/twilio.md deleted file mode 100644 index 4e206da2..00000000 --- a/docs/product/channels/sms/twilio.md +++ /dev/null @@ -1,48 +0,0 @@ ---- -sidebar_label: "Twilio" -title: 'Setup your SMS channel with Twilio' ---- - -**Step 1**. Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. - -![dashboard](../images/whatsapp/adding-inbox-in-chatwoot.png) - -**Step 2**. Click on the "SMS" icon. - -![inbox_settings](../images/sms/select_sms.png) - -**Step 3**. Choose "Twilio" as the API provider and configure the inbox. Fill in the appropriate details. - -![create_twilio](../images/sms/sms-inbox-configuration-screen-chatwoot.png) - -These are the inputs required to create this channel: - -
- -| Input | Description | Where can I find it | -| ------------ | --------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------- | -| Channel Name | This is the name inbox, this will be used across the application. | N/A | -| Phone Number | This is the number you will be using to communicate with your customer. This has to be verified in Twilio. | Enter your number as in the Twilio Dashboard | -| Account SID | Account SID in Twilio Console | Login to Twilio Console. Here, you would be able to see the Account SID and the Auth Token | -| Auth Token | Auth token for the account | Login to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token | - -
- -Click `Create Twilio Channel` after filling in the information. - - -**Step 4**. "Add agents" to your inbox. - -![add_agents](../images/sms/add-agents-to-sms-channel.png) - -Hooray! You have successfully created an SMS inbox. - -![finish_inbox](../images/sms/sms-inbox-is-ready-message-in-chatwoot.png) - -You will start receiving the messages in your Chatwoot dashboard. - -## Configuring Chatwoot with Twilio Studio - -If you are using Twilio Studio for a custom conversation flow, updating the webhook URL directly will break your existing integration. - -For such cases, you can [follow the steps given here](/docs/product/channels/whatsapp/twilio#configuring-chatwoot-with-twilio-studio). diff --git a/docs/product/channels/supported-features.md b/docs/product/channels/supported-features.md deleted file mode 100644 index 16b2e951..00000000 --- a/docs/product/channels/supported-features.md +++ /dev/null @@ -1,114 +0,0 @@ ---- -sidebar_label: "Supported features" -title: "Supported features on channels" ---- - - -### Supported message type - -
- -| Channel | Incoming/Outgoing message | Activity message | -| -- | -- | -- | -| Website | Yes | Yes | -| Facebook/Instagram (Messenger) | Yes | Yes | -| SMS | Yes | Yes | -| Whatsapp | Yes | Yes | -| Email | Yes | Yes | -| Telegram | Yes | Yes | -| Line | Yes | Yes | -| API | Yes | Yes | - -
- -### Maximum message size (number of characters) - -
- -| Channel | Maximum message size | -| -- | -- | -| Website | 10,000 | -| Facebook/Instagram (Messenger) | 640 | -| SMS | 160 | -| Whatsapp | 10,000 | -| Email | 10,000 | -| Telegram | 4096 | -| Line | 2000 | -| API | 10,000 | - -
- -### Outbound conversation restriction - -
- -| Channel | Restriction | -| -- | -- | -| Website | You can create outbound conversations to verified contacts | -| Facebook/Instagram (Messenger) | Cannot create outbound conversations. First message should be from the contact | -| SMS | No restriction | -| Whatsapp | Cannot send any message other than Whatsapp approved template messages 24 hours after the last incoming message | -| Email | No restriction | -| Telegram | Cannot create outbound conversations. First message should be from the contact | -| Line | Cannot create outbound conversations. First message should be from the contact | -| API | No restriction | - -
- - -### Outgoing message restriction - -
- -| Channel | Restriction | -| -- | -- | -| Website | No restriction | -| Facebook/Instagram (Messenger) | Cannot send promotional messages 24 hours after the last incoming message | -| SMS | No restriction | -| Whatsapp | Cannot send any message other than Whatsapp approved template messages 24 hours after the last incoming message | -| Email | No restriction | -| Telegram | No restriction | -| Line | No restriction | -| API | No restriction | - - -
- -### Outgoing message delivery status - -
- -| Channel | Sent status | Read status | Delivered status | Failed status | -| -- | -- | -- | -- | -- | -| Website | Yes | Yes | Yes | Yes | -| API | Yes | Yes | Yes | Yes | -| Official WhatsApp | Yes | Yes | Yes | Yes | -| Twilio WhatsApp | Yes | Yes | Yes | Yes | -| 360Dialog WhatsApp | Yes | Yes | Yes | Yes | -| Twilio SMS | Yes | Yes | Not supported | Yes | -| Bandwidth SMS | Yes | Yes | Not supported | Yes | -| Facebook | Yes | Yes | Yes | Yes | -| Instagram | Yes | Not supported | Yes | Yes | -| Line | Yes | Not supported | Not supported | Yes | -| Telegram | Yes | Not supported | Not supported | Yes | -| Email | Yes | Not supported | Not supported | Not supported | - - -
- -### Available features - -
- -| Channel | Channel greeting | Attachments | Agent Auto assignment | Slack | -| -- | -- | -- | -- | -- | -| Website | Yes | Yes | Yes | Yes | -| Facebook/Instagram (Messenger) | Yes | Yes | Yes | Yes | -| SMS | Yes | No | Yes | Yes | -| Whatsapp | Yes | Yes | Yes | Yes | -| Email | Yes | Yes | Yes | Yes | -| Telegram | Yes | Yes | Yes | Yes | -| Line | Yes | No | Yes | Yes | -| API | Yes | Yes | Yes | Yes | - -
diff --git a/docs/product/channels/telegram.md b/docs/product/channels/telegram.md deleted file mode 100644 index 5faffd63..00000000 --- a/docs/product/channels/telegram.md +++ /dev/null @@ -1,40 +0,0 @@ ---- -sidebar_label: "Telegram" -title: "How to create a Telegram channel?" ---- - -**Step 1**. Go to "Settings" page by clicking the settings icon in the left sidebar. - -![dashboard](images/telegram/dashboard.png) - -**Step 2**. Select "Inboxes" from left side panel and Click on "Add Inbox" button. - -![inbox_settings](images/telegram/inbox_settings.png) - -**Step 3**. Click on "Telegram" icon. - -![list_of_channels](images/telegram/list_of_channels.png) - -**Step 4**. Create a new telegram bot using Telegram [BotFather](https://telegram.me/BotFather). - -**Step 5**. Enter the API token of the telegram bot and click on "Create Telegram Channel". - -![create_telegram_channel](images/telegram/create_telegram_channel.png) - -**Step 6**. "Add agents" to your telegram inbox. - -![add_agents](images/telegram/add_agents.png) - -**Step 7**. Hooray! You have successfully created a Telegram inbox. - -![finish_inbox](images/telegram/finish_inbox.png) - -**Step 8**. Go to the Inbox settings page and verify that the inbox name matches the bot username created using BotFather. - -![telegram_inbox](images/telegram/telegram_inbox.png) - -**Step 9**. Send a message to the telegram bot. - -**Step 10**. Check Chatwoot telegram inbox for the new message. - -![telegram_message](images/telegram/telegram_message.png) diff --git a/docs/product/channels/twilio-whatsapp-sms.md b/docs/product/channels/twilio-whatsapp-sms.md deleted file mode 100644 index a7d8d08c..00000000 --- a/docs/product/channels/twilio-whatsapp-sms.md +++ /dev/null @@ -1,78 +0,0 @@ ---- -sidebar_label: "Twilio Whatsapp/SMS" -title: 'How to create a Whatsapp/SMS channel with Twilio?' ---- - -**Step 1**. Click on "Add Inbox" button from Settings > Inboxes page. - -![sms_create](./images/twilio/inbox_create.png) - -**Step 2**. Click on "Twilio" icon. - -![list_of_channels](./images/twilio/list_of_channels.png) - -**Step 3**. Configure the inbox. - -These are the inputs required to create this channel: - -
- -| Input | Description | Where can I find it | -| ------------ | --------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------- | -| Channel Name | This is the name inbox, this will be used across the application. | N/A | -| Channel Type | Select SMS, if you are integrating an SMS channel. Select Whatsapp, if you have a verified Whatsapp number in Twilio. | N/A | -| Phone Number | This is the number you will be using to communicate with your customer. This has to be verified in Twilio. | Enter your number as in the Twilio Dashboard | -| Account SID | Account SID in Twilio Console | Login to Twilio Console. Here, you would be able to see the Account SID and the Auth Token | -| Auth Token | Auth token for the account | Login to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token | - -
- -![create_twilio](./images/twilio/create_twilio_inbox.png) - -**Step 4**. "Add agents" to your inbox. - -![add_agents](./images/twilio/add_agents.png) - -**Step 6**. Hooray! You have successfully created a whatsapp/sms inbox. - -![finish_inbox](./images/twilio/finish_inbox.png) - -If it is an SMS Channel, then you don't need to do anything else. You will start receiving the messages in the dashboard whenever a customer sends you one. - -If you are connecting a **Whatsapp** channel, you have to configure a callback URL in the Twilio inbox: - -- Login to your Twilio Console. -- Go to `Programmable SMS > Whatsapp > Senders`. -- You will be able to see your phone number. Click on it, it will display a field like the one shown below. - -![twilio_console](./images/twilio/twilio_console.png) - -- Provide `https://app.chatwoot.com/twilio/callback` as the value for `WHEN A MESSAGE COMES IN` input. - -**Step 7**. If you want to update the agents who have access to the inbox, you can go to Settings > Inboxes. - -![inbox_settings](./images/twilio/inbox_settings.png) - - -## Configuring Chatwoot with Twilio Studio - -If you are using twilio studio for a custom conversation flow, Updating the webhook url directly will break your exising Integration. - -For such cases you can follow the given steps. - -1. Identify the step in your flow where you want the `agent handoff` to happen. -2. Add a `make http request widget` as shown below with the give values - -![twilio_studio](./images/twilio/twilio_studio.png) - -**REQUEST METHOD** : POST - -**REQUEST URL**: https://app.chatwoot.com/twilio/callback - -**CONTENT TYPE**: Application/JSON - -**REQUEST BODY**: `{{trigger.message | to_json }}` ( make changes as required based on your flow variables) - -> HTTP request widget will forward the message body to Chatwoot. This will create a conversation in Chatwoot from where the agent can reply. - -3. Make sure that your flow can handle the user reponses to Agent Replies. diff --git a/docs/product/channels/twitter.md b/docs/product/channels/twitter.md deleted file mode 100644 index b335396b..00000000 --- a/docs/product/channels/twitter.md +++ /dev/null @@ -1,74 +0,0 @@ ---- -sidebar_label: "Twitter" -title: 'Setup your Twitter channel' ---- - -If you are using a self-hosted Chatwoot installation, please setup your Twitter inbox as described in [this guide](/docs/self-hosted/configuration/features/integrations/twitter-channel-setup). - -> _**NOTE: Twitter integration has been temporarily discontinued as a result of modifications made by Twitter to its APIs. This includes limitations on the number of requests raised per minute, plus substantial pricing changes.**_ - -For the cloud version of Chatwoot, please follow the steps below. - -**Step 1**. Go to Settings → Inboxes → “Add Inbox”. - -![inbox_create](./images/twitter/add-inbox.png) - -**Step 2**. Click on the "Twitter" icon. - -![list_of_channels](./images/twitter/list_of_channels.png) - -**Step 3**. Click on the "Sign in with Twitter" button. - -![sign_in_with_twitter](./images/twitter/twitter-signin-in-chatwoot.png) - -**Step 4**. You will be redirected to Twitter. Click on the "Authorize app" button. - -![authorize_twitter](./images/twitter/auth-chatwoot-for-twitter.png) - -**Step 5**. "Add agents" to your Twitter inbox. - -![add_agents](./images/twitter/add-agents-to-twitter.png) - -Hooray! You have successfully created a Twitter inbox. You will now be able to manage Twitter DMs as well as tweets mentioning you from Chatwoot. - -![finish_inbox](./images/twitter/twitter-inbox-is-ready.png) - -## Additional Inbox settings - -Your freshly configured Twitter inbox should now appear in your list of inboxes. To see this and to make additional settings in your Twitter inbox, go to Settings → Inboxes → click the gear icon on the associated Twitter inbox. You will see the following screen: - -![twitter settings in chatwoot](./images/twitter/twitter-settings-page.png) - -You can make some basic changes here. - -### Settings tab - -**Enable channel greeting.** Once you enable this, Chatwoot will send a greeting message to new conversations created through your Twitter inbox. - -**Enable CSAT**. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section. - -### Collaborators tab - -Click on the `Collaborators` tab. Here, you can add Agents to the Inbox or delete Agents who have been already added in the Inbox. - -You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox. - -![twitter team settings in chatwoot](./images/twitter/collaborators-setting-twitter.png) - -Click on `Update` to save the changes. - -### Business Hours tab - -Click on the `Business Hours` tab. In this section, you can set the working hours of your team associated with the Twitter inbox. - -![twitter business hours settings in chatwoot](./images/twitter/business-hrs-twitter.png) - -Click on the check box for `Enable business availability for this inbox` if you have well-defined business hours. - -Once the check box is ticked, the below section opens up. You can write your message to be displayed to the customer during OFF business hours. - -You can also select the available business hours for each day of the week, along with the proper time zone. - -![twitter business hours advanced settings in chatwoot](./images/twitter/business-hrs-adv-twitter.png) - -Click on the Update Business Hour Setting Button. diff --git a/docs/product/channels/whatsapp/360dialog.md b/docs/product/channels/whatsapp/360dialog.md deleted file mode 100644 index 70896951..00000000 --- a/docs/product/channels/whatsapp/360dialog.md +++ /dev/null @@ -1,20 +0,0 @@ ---- -sidebar_label: "360Dialog" -title: "How to create a Whatsapp channel using 360Dialog API?" ---- - -# Setup your WhatsApp channel with 360Dialog API - -**Step 1**. Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. - -![dashboard](../images/whatsapp/adding-inbox-in-chatwoot.png) - -**Step 2**. Click on the "WhatsApp" icon. - -![Select Channel](../images/whatsapp/whatsapp-cloud/channel-select.png) - -**Step 3**. Choose "360Dialog" as the API provider. Fill in the appropriate details. - -![list_of_channels](../images/whatsapp/select-360dialog.png) - -The rest of the steps are the same as in [this document](/docs/product/channels/whatsapp/twilio). diff --git a/docs/product/channels/whatsapp/twilio.md b/docs/product/channels/whatsapp/twilio.md deleted file mode 100644 index 8e830dbb..00000000 --- a/docs/product/channels/whatsapp/twilio.md +++ /dev/null @@ -1,79 +0,0 @@ ---- -sidebar_label: "Twilio" -title: 'How to create a Whatsapp channel with Twilio?' ---- - -# Setup your WhatsApp channel with Twilio - -**Step 1**. Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. - -![dashboard](../images/whatsapp/adding-inbox-in-chatwoot.png) - -**Step 2**. Click on the "WhatsApp" icon. - -![inbox_settings](../images/whatsapp/select_whatsapp.png) - -**Step 3**. Choose "Twilio" as the API provider. Fill in the appropriate details. - -![create_twilio](../images/whatsapp/twilio_add_details.png) - -
- -| Input | Description | Where can I find it | -| ------------ | --------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------- | -| Inbox Name | This is the name inbox, this will be used across the application. | N/A | -| Phone Number | This is the number you will be using to communicate with your customer. This has to be verified in Twilio. | Enter your number as in the Twilio Dashboard | -| Account SID | Account SID in Twilio Console | Login to Twilio Console. Here, you would be able to see the Account SID and the Auth Token | -| Auth Token | Auth token for the account | Login to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token | - -
- -Click `Create Twilio Channel` after filling in the information. - -**Step 4**. "Add agents" to your inbox. - -![add_agents](../images/whatsapp/add-agents-to-whatsapp-twilio.png) - - -Hooray! You have successfully created a whatsApp inbox. - -![finish_inbox](../images/whatsapp/whatsapp-inbox-is-ready.png) - -To connect a **WhatsApp** channel, you have to configure a callback URL in the Twilio inbox. Follow the steps below. - -- Login to your Twilio Console. -- Go to `Programmable SMS -> Whatsapp -> Senders`. -- You will be able to see your phone number. Click on it. It will display a field like the one shown below. - -![twilio_console](../images/whatsapp/twilio-setup.png) - -- Provide `https://app.chatwoot.com/twilio/callback` as the value for `WHEN A MESSAGE COMES IN` input. - -## Configuring Chatwoot with Twilio Studio - -If you are using Twilio Studio for a custom conversation flow, updating the webhook URL directly will break your existing integration. - -For such cases you can follow the steps given below. - -1. Identify the step in your flow where you want the `agent handoff` to happen. -2. Add a `make http request widget` as shown below with the given values. - -![twilio_studio](../images/whatsapp/twilio-studio-setup.png) - -**REQUEST METHOD** : POST - -**REQUEST URL**: [https://app.chatwoot.com/twilio/callback](https://app.chatwoot.com/twilio/callback) - -**CONTENT TYPE**: Application/JSON - -**REQUEST BODY**: `{{trigger.message | to_json }}` ( make changes as required based on your flow variables). - -> HTTP request widget will forward the message body to Chatwoot. This will create a conversation in Chatwoot from where the agent can reply. - -3. Make sure that your flow can handle the user responses to Agent Replies. - -## Additional Inbox settings[](https://www.chatwoot.com/docs/product/channels/twitter#additional-inbox-settings) - -Your freshly configured WhatsApp inbox should now appear in your list of inboxes. To see this and to make additional settings in your WhatsApp inbox, go to Settings → Inboxes → click the gear icon on the associated WhatsApp inbox. - -All the additional settings available are the same as those in your Twitter inbox. We recommend going through [this link](/docs/product/channels/twitter#additional-inbox-settings) to understand the same. diff --git a/docs/product/channels/whatsapp/whatsapp-cloud.md b/docs/product/channels/whatsapp/whatsapp-cloud.md deleted file mode 100644 index e38580f2..00000000 --- a/docs/product/channels/whatsapp/whatsapp-cloud.md +++ /dev/null @@ -1,133 +0,0 @@ ---- -sidebar_label: "WhatsApp Cloud" -title: "How to create a WhatsApp channel using WhatsApp Cloud API?" -help_github_discussions: "https://github.com/chatwoot/chatwoot/discussions/5092" -help_discord: "https://discord.gg/jypY57m" ---- - -# Setup your WhatsApp channel with WhatsApp Cloud API - -Chatwoot supports the official WhatsApp Business API. You can connect the phone number and start managing your WhatsApp customer queries from Chatwoot. Follow the steps given below to enable your WhatsApp inbox with WhatsApp Cloud API. - -## Prerequisites - -### 1. **Configure your Facebook Developer App** - -First, you need to create your Facebook Developer app, with `WhatsApp Product` enabled. Go to the [WhatsApp Cloud API Guide](https://developers.facebook.com/docs/whatsapp/cloud-api/get-started) and navigate to section called `Set up Developer Assets and Platform Access` and follow the steps. - -Once you finish this step, you can now configure your required phone numbers in the `WhatsApp` section of your Facebook developer app. If you complete the steps successfully, you should be able to obtain the `Phone Number Id` and `Whatsapp Bussiness Account ID` as shown in the below screenshot. Chatwoot will require these values for creating the WhatsApp Inbox. - -![Whatsapp Section Developer App](../images/whatsapp/whatsapp-cloud/meta-developers-dashboard.png) - -### 2. Configure a system user for your Facebook Business Manager - -[Create](https://www.facebook.com/business/help/503306463479099?id=2190812977867143) a system user in your Business Manager with access to the WhatsApp App. Generate an access token for the user, which will be required as the API key for setting up an inbox in Chatwoot. - -When generating the access token, make sure the `whatsapp_business_management`, and `whatsapp_business_messaging` permissions are selected. - -**Step 1.** Create a system user in the System Users tab of Business Manager. - -**Step 2.** Add the system user. Under the WhatsApp Accounts tab, select “Add People” and select the system user to grant access to the WhatsApp Business account. - -![Add System user](../images/whatsapp/whatsapp-cloud/meta-business-settings.png) - - -Step 3. Generate the access token and request permissions. - -![Generate Token](../images/whatsapp/whatsapp-cloud/meta.png) - - -Refer [this video](https://www.youtube.com/watch?v=gqiBzFlF44c) for detailed steps. - -## Setup WhatsApp Inbox in Chatwoot - -**Step 1.** Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. - -![Add Inbox](../images/whatsapp/whatsapp-cloud/adding-inbox-in-chatwoot.png) - -**Step 2.** Click on the "WhatsApp" icon. - -![Select Channel](../images/whatsapp/whatsapp-cloud/channel-select.png) - -**Step 3.** Choose "WhatsApp Cloud" as the API provider. Fill in the appropriate details. - -![Choose Provider](../images/whatsapp/whatsapp-cloud/choose-provider.png) - -| Values | Description | -| --------------- | --------------- | -| Name | Choose a name for your Inbox. Ex: Your Business Name | -| Phone Number | Fill in the phone number you have configured in Facebook Developer App | -| Phone Number ID | The phone number ID for the number as obtained in prerequisites | -| Business Account ID | The Business Account ID for the number as obtained in prerequisites | -| API Key | The Business Account User's access token for the number as obtained in prerequisites | - - - -Finish the steps to obtain your Whatsapp `Webhook Callback URL` and `Webhook Verify Token` - -## Enable the webhook - -Configure the webhook in Facebook Developer App. - -Head back to the `WhatsApp` section in the Facebook Developer App. Navigate to the `Configuration` subsection and set up the `Callback URL`. - -- The value for the URL should be the same URL you obtained at the end of your Chatwoot inbox creation and will look like `https://app.chatwoot.com/webhooks/whatsapp/+{phone_number}`. -- The value for the `verify token` should be the `Webhook Verify Token` which you received during inbox creation. - -You should **also subscribe to message fields events** under Webhooks Fields on your Facebook Developer app. - -Once you finish all the steps, the section should look like the following screenshot. - -![Webhook Section](../images/whatsapp/whatsapp-cloud/enabling-webhook.png) - - -## Additional Inbox settings - -Your freshly configured WhatsApp inbox should now appear in your list of inboxes. To see this and to make additional settings in your WhatsApp inbox, go to Settings → Inboxes → click the gear icon on the associated WhatsApp inbox. - -All the Additional Settings available are the same as those in your Twitter inbox. We recommend going through [this link](/docs/product/channels/twitter#additional-inbox-settings) to understand the same. -## Supported media types - -| Supported extensions | End user | Agent Dashboard | -| ------------------------------------------------------------------------- | --------- | -------------- | -| **Audio** | | | -| audio/aac | Supported | Supported | -| audio/mp4 | Supported | Supported | -| audio/mpeg | Supported | Supported | -| audio/amr | Supported | Supported | -| audio/ogg | Supported | Supported | -| **Document** | | | -| text/plain | Supported | Supported | -| application/pdf | Supported | Supported | -| application/vnd.ms-powerpoint | Supported | Supported | -| application/msword | Supported | Supported | -| application/vnd.ms-excel | Supported | Supported | -| application/vnd.openxmlformats-officedocument.wordprocessingml.document | Supported | Supported | -| application/vnd.openxmlformats-officedocument.presentationml.presentation | Supported | Supported | -| application/vnd.openxmlformats-officedocument.spreadsheetml.sheet | Supported | Supported | -| **Image** | | | -| image/jpeg | Supported | Supported | -| image/png | Supported | Supported | -| **Video** | | | -| video/mp4 | Supported | Supported | -| video/3gp | Supported | Not Supported | -| **Sticker** | | | -| image/webp | Supported | Not supported | - - -## FAQ - -### How to configure multiple numbers under a single Facebook app? - -Facebook App allows configuring only a single Webhook endpoint. So create Inboxes in Chatwoot for all the numbers as required. You will need to configure the Webhook URL provided for only one of these inboxes in the Facebook app for all the other inboxes to work. - - -### Validating Whatsapp API Key - -Chatwoot internally validates a WhatsApp key with the following GET API call: - -```bash -GET https://graph.facebook.com/v14.0/business_account_id/message_templates?access_token=api_key -``` - -To test the key, make the above API call and check for any errors. diff --git a/docs/product/features/campaigns/one-off.md b/docs/product/features/campaigns/one-off.md deleted file mode 100644 index 88a40f4b..00000000 --- a/docs/product/features/campaigns/one-off.md +++ /dev/null @@ -1,28 +0,0 @@ ---- -title: "One-off Campaigns" ---- - -The one-off Campaigns allow the customer to send SMS campaign to a group of contacts. - - -**Step 1**. Click on the Campaigns tab in the sidebar. You will see the list of one-off campaigns that you have already added to the inbox. - -![campaigns](../images/one-off-campaigns.png) - -**Step 2**. Click on the "Create a campaign" button., it will display a modal where you can input the campaign details. - -![add-a-one-off-campaign](../images/add-one-off-campaign.png) - - -These are the inputs required to create the campaign: -
- -| Input | Description ---------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------- | -| Title | Campaign name -| Message | Message to be sent in a campaign -| Select Inbox | SMS Inbox -| Audience | Labels (Campaign will send to all the contacts which have selected label) -| Scheduled time| Campaign execution time - -
diff --git a/docs/product/features/campaigns/ongoing.md b/docs/product/features/campaigns/ongoing.md deleted file mode 100644 index abf390bf..00000000 --- a/docs/product/features/campaigns/ongoing.md +++ /dev/null @@ -1,37 +0,0 @@ ---- -title: "Ongoing Campaigns" ---- - -Ongoing Campaigns allow the customer to send outbound messages in website live chat to their contacts which would trigger more conversations. You can create an ongoing campaign so that if a user visited a page and stayed for x minutes, you could send outbound message. This will help in more conversions. - - -**Step 1**. Click on the Campaigns tab in the sidebar. You will see the list of campaigns that you have already added to the inbox. - -![campaign](../images/ongoing-campaigns.png) - - -**Step 2**. Click on the "Create a campaign" button., it will display a modal where you can input the campaign details. - -![add-ongoing-campaign](../images/add-ongoing-campaign.png) - - -These are the inputs required to create the campaign: -
- -| Input | Description ---------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------- | -| Title | Campaign name -| Message | Message to be sent in a campaign -| Sent by | Agent details -| URL | URL which campaigns work -| Time on page | Time to wait until the campaign should be displayed (Seconds) -| Enable campaign | The flag which shows whether the campaign is enabled or not - -
- - -The URLs in the campaign supports the wildcard patterns. See [this guide](/docs/product/features/campaigns/wild-card-url-in-campaigns) to learn more about building a wildcard pattern. - -**Step 3**. Visit the URL specified in the campaign and wait for the time configured in the campaign. - -![add-a-campaign](../images/campaign-message.png) diff --git a/docs/product/features/campaigns/wild-card-url-in-campaigns.md b/docs/product/features/campaigns/wild-card-url-in-campaigns.md deleted file mode 100644 index 15f5dbf7..00000000 --- a/docs/product/features/campaigns/wild-card-url-in-campaigns.md +++ /dev/null @@ -1,35 +0,0 @@ ---- -title: "Wildcard URL support in website live-chat campaigns" ---- - -The website live-chat campaigns support wild card URL patterns. While building a URL pattern, consider the following behavior in mind. - -In Chatwoot, every URL pattern should start with `http://` or `https://`. - -### Running the campaign on the exact URL - -If you add an exact URL like `https://chatwoot.com/app`, then the URLs with trailing slashes or the URL params or the hash params would not match. Some examples for exact match definitions are as follows. - - `https://chatwoot.com/app` would match `https://chatwoot.com/app/` or ``https://chatwoot.com/app?test_param=1` - - `https://chatwoot.com/app?test_param=test_value` would not match `https://chatwoot.com/app` or `https://chatwoot.com/app#test_hash_param` - -### Running the campaign ignoring the URL parameters - -To ignore the URL params or hash params, you can add a trailing slash in the URL. For eg: `https://chatwoot.com/app/` would match all the following URLs. - - `https://chatwoot.com/app/` - - `https://chatwoot.com/app` - - `https://chatwoot.com/app/?test=1` - - `https://chatwoot.com/app/#test` - -### Running the campaign in all sub-directories - -You can use the `*` character in the URL if you want to match all the sub-directories. For eg: `https://chatwoot.com/*` would match to the following URLs - - `https://chatwoot.com/` - - `https://chatwoot.com/app` - - `https://chatwoot.com/app/subdirectory` - -### Running the campaign in all subdomains - -To match the current domain and subdomains, you can use the pattern `{*.}?` in the URL. For eg: `https://{*.}?chatwoot.com/` would match to the following URLs - - `https://chatwoot.com` - - `https://app.chatwoot.com` - - `https://www.chatwoot.com` diff --git a/docs/product/features/dyte.md b/docs/product/features/dyte.md deleted file mode 100644 index f86bc8eb..00000000 --- a/docs/product/features/dyte.md +++ /dev/null @@ -1,52 +0,0 @@ ---- -sidebar_label: "Dyte" -title: "How to enable video calls with Dyte integration?" ---- - -Video calling your customers is a great way to connect with them quickly, understand their problems effectively, provide faster resolutions, and gain valuable business insights. You can video call your customers through [website live chat](https://app.chatwoot.com/hc/chatwoot-user-guide-cloud-version/en/website-live-chat/474) in Chatwoot. To utilize this feature, you will need to enable the Dyte integration. This guide explains how. - -P.S. If you don't have a Dyte account, you'll need to [create](https://dev.dyte.io/signup) one first. - -## How to set up the Dyte integration in Chatwoot? - -**Step 1.** Go to Settings → Applications → Dyte. Click the corresponding "Configure" button. - -![Dyte Integration in Chatwoot](./images/integrations/dyte/dyte-integration-in-chatwoot.png) - -**Step 2.** You'll see the Dyte app page. Click the "Connect" button. - -![Connect Dyte App to Chatwoot](./images/integrations/dyte/connect-dyte-app-to-chatwoot.png) - -**Step 3.** Enter your Organization ID and API Key from Dyte. - -![Dyte Setup](./images/integrations/dyte/dyte-setup.png) - -**How to find your Dyte configuration values?** - -To find these values, visit the "API Keys" section on your Dyte developer portal. - -![Dyte Developer Portal](./images/integrations/dyte/dyte-developer-portal.png) - -In Chatwoot, once you have entered the values, click the "Create" button. - -Now, your Dyte integration is complete. - -## How to video call your customers in Chatwoot? - -Once the Dyte integration is enabled, you'll be able to see the video calling option on the website inbox chat window. To invite your customer for a video call, follow the steps described below. - -**Step 1.** Click the video camera icon beneath the text editor. - -![Video Calling Option in Chat Window](./images/integrations/dyte/video-calling-option-in-chat-window.png) - -**Step 2.** Chatwoot will send a message with an invitation to your customer to join the video call. Click the button "Click here to join" to join the room. - -![Click to Join Video Chat](./images/integrations/dyte/click-to-join-video-chat.png) - -**Step 3.** Now you will be connected to your customer. - -![Video Call Interface for Agents](./images/integrations/dyte/video-call-interface-for-agents.png) - -The video calling interface gives plenty of options to make your and the customer's experience more enriching. Some of these options are shown in the screenshot below: - -![Video Call Interface for Customers](./images/integrations/dyte/video-call-interface-for-customers.png) diff --git a/docs/product/features/google-translate.md b/docs/product/features/google-translate.md deleted file mode 100644 index 53458cc0..00000000 --- a/docs/product/features/google-translate.md +++ /dev/null @@ -1,46 +0,0 @@ ---- -sidebar_label: "Google Translate" -title: "How to translate messages with Google Translate?" ---- - -If you frequently receive queries in languages you/your team members don't understand, you can utilize the Google Translate integration in Chatwoot. When enabled, you can instantly translate incoming messages using the right-click menu. This way, you can easily communicate with customers in their native language, even if you don't speak it yourself. - -## How to enable Google Translate? - -**Step 1.** Go to Settings → Applications → Google Translate. Click the corresponding "Configure" button. - -![Google Translate integration in Chatwoot](./images/integrations/google-translate/google-translate-integration-in-chatwoot.png) - -**Step 2.** You'll see the Google Translate app page. Click the "Connect" button. - -![Connect Google Translate](./images/integrations/google-translate/connect-google-translate.png) - -**Step 3.** Enter your Google Cloud Project ID and Project Key File. If you need help obtaining these values, refer to this [doc](https://cloud.google.com/translate/docs/setup) from Google. - -![Google Translate setup](./images/integrations/google-translate/google-translate-setup.png) - -Once you have entered the values, click the "Create" button. - -Now, your Google Translate integration is complete. - -### How to change the translation language? - -Your messages get translated into your site language. To select your site language, visit the "Account Settings" page. - -**Step 1.** Go to Settings → Account Settings → Site Language. Open the dropdown and select your preferred language. - -![Site language setting in Chatwoot](./images/integrations/google-translate/site-language-setting-in-chatwoot.png) - -**Step 2.** Click the "Update Settings" button on the top-right corner of the page. This will translate your entire dashboard to the selected language. - -**Note:** Agents can select their individual preferred languages too. - -## How to translate incoming messages? - -Whenever you receive a message in a language you need help with, click the 3 dots beside the message to open the menu and select "Translate". - -![Translating a message in Chatwoot](./images/integrations/google-translate/translating-a-message-in-chatwoot.png) - -Find the translated content in the popup window. - -![Translated message in Chatwoot](./images/integrations/google-translate/translated-message-in-chatwoot.png) diff --git a/docs/product/features/images/add-one-off-campaign.png b/docs/product/features/images/add-one-off-campaign.png deleted file mode 100644 index a2856e17..00000000 Binary files a/docs/product/features/images/add-one-off-campaign.png and /dev/null differ diff --git a/docs/product/features/images/add-ongoing-campaign.png b/docs/product/features/images/add-ongoing-campaign.png 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a/docs/product/features/images/webhooks/configure.png b/docs/product/features/images/webhooks/configure.png deleted file mode 100644 index 5a9eafef..00000000 Binary files a/docs/product/features/images/webhooks/configure.png and /dev/null differ diff --git a/docs/product/features/images/webhooks/integrations.png b/docs/product/features/images/webhooks/integrations.png deleted file mode 100644 index a5941483..00000000 Binary files a/docs/product/features/images/webhooks/integrations.png and /dev/null differ diff --git a/docs/product/features/macros.md b/docs/product/features/macros.md deleted file mode 100644 index 82971196..00000000 --- a/docs/product/features/macros.md +++ /dev/null @@ -1,64 +0,0 @@ ---- -sidebar_label: "Macros" -title: "How to use Macros?" ---- - -A macro is a set of sequential saved actions, like labeling a conversation, sending an email transcript, sending an attachment, etc., which you can define from your dashboard. - -As a support agent, you will find that you need to repeat the same set of actions often. Here is an example: Whenever you receive a demo request, you assign the Sales team, send a standard message on how to book a slot, add the *Sales* label, and snooze the conversation. Or, whenever you receive spam, you send the same message about how they've come to the wrong place, assign the *Spam* label, and close the conversation. - -Doing all these actions one-by-one, and multiple times a day can be painful and time-consuming. Instead, you can run a macro. - -This guide explains, with examples, how to create macros––personal or public––and how to use them. - -## How to create a macro? - -**Step 1.** Go to Settings → Macros → "Add a new macro". - -![Macros in Chatwoot](./images/integrations/macros/macros-in-chatwoot.png) - -**Step 2.** You'll see a macro setup screen. Here, you can create a flow of the actions that must be performed when this macro is executed. You can also name your macro for internal reference in the right sidebar. - -![Setting Up A Macro](./images/integrations/macros/setting-up-a-macro.png) - -You can start by selecting an action from the dropdown. The currently available actions are shown below. - -![Macros actions in Chatwoot](./images/integrations/macros/macros-actions-in-chatwoot.png) - -Select an action and set it up accordingly. When done, continue adding more actions. - -### An example setup of a macro - -Here is an example of the sequential actions performed whenever the Paper Layer team receives a query from a customer on free plan. - -![Macros example Setup in Chatwoot](./images/integrations/macros/macros-example-setup-in-chatwoot.png) - -**Please note that the order you set these actions defines the order in which they will be performed.** - -**Step 3.** Set the visibility for your macro. If you are creating it for your personal use, set "Private". If you want your team to be able to use it, set the visibility to "Public." - -![Macro visibility](./images/integrations/macros/macro-visibility.png) - -**Step 4.** Click the "Save macro" button on the bottom-right of the setup page. - -Your macro is now ready to use! - -## How to execute a macro? - -**Step 1.** Locate the "Macros" section in the right sidebar of your chat window. Click the plus sign to expand it. This will show you the list of the macros created for your account – both private to you and public. - -![Create a macro - Step 1](./images/integrations/macros/create-macro-step-1.png) - -**Step 2.** Preview the macro if you are unsure of the actions it would perform. To preview, click the "i" icon. It would pop up a preview of the actions set in the specific macro. - -![Create a macro - Step 2](./images/integrations/macros/create-macro-step-2.png) - -**Step 3.** Execute the macro by clicking the play button. This would automatically perform all the actions in the defined sequence in a split second. You'll be able to see the respective success messages for different actions. Here's an example: - -![Create a macro - Step 3](./images/integrations/macros/create-macro-step-3.png) - -## How to edit or delete a macro? - -To edit or delete macros, open the list of macros by visiting Settings -> Macros. Find the specific macro and use the corresponding edit or delete button, as shown in the screenshot below. - -![Edit or delete a Macro](./images/integrations/macros/edit-or-delete-macro.png) diff --git a/docs/product/features/slack.md b/docs/product/features/slack.md deleted file mode 100644 index 2a54a3bd..00000000 --- a/docs/product/features/slack.md +++ /dev/null @@ -1,50 +0,0 @@ ---- -sidebar_label: "Slack" -title: "How to answer conversations from Slack?" ---- - -If your company/account/project is using Slack as a medium of communication, you can integrate Slack with Chatwoot to get all the inbox conversations to your slack workspace. - -To start the quick setup, follow the steps explained below. If you are using a self-hosted Chatwoot instance, please follow this [guide](/docs/self-hosted/configuration/features/integrations/slack-integration-setup). - -## How to integrate Slack with Chatwoot? - -**Step 1** Go to Settings -> Integrations -> Slack -> Connect. -![slack-chatwoot-integration](./images/slack-chatwoot-integration.png) - -**Step 2** Enter your Slack workspace URL as prompted. -![slack](./images/slack.png) - -**Step 3** Review the permissions and allow the Chatwoot app to access your Slack workspace. -![slack_permission](./images/slack_permission.png) - -**Step 4** You will be redirected to the setup screen, where you will be able to see a list of your Slack channels (public and private). You need to select a channel of your choice from the dropdown menu where you want to receive your Chatwoot conversations. -![selecting-slack-channel](./images/selecting-slack-channel.png) - -Click the Update button. Now, the integration is complete. - -### Important note - -If you have connected Slack before September 2023, you would not have had the option of selecting a specific Slack channel to manage your conversations from. If you would like to change that and select a specific channel of your choice, you will need to delete your existing Slack integration from the Chatwoot app and connect it again. - -![deleting-slack-integration](./images/deleting-slack-integration.png) - -### FAQ - -Q. I am replying to a message but it's not showing up in the chatwoot inbox. - -A: When you reply to the message make sure you reply under the same thread. Each thread represents a separate conversation, so to show your reply to the same message you should reply under the thread. We use thread id to verify the separate conversation. - -## Supported features - -### Answer from your agent profile - -When you reply to a conversation from Slack, the customer receives the reply from your Agent profile in Chatwoot. - -![answering-conversation-from-slack](./images/answering-conversation-from-slack.png) - -### Create private notes from Slack - -You can create a [private note](https://www.chatwoot.com/features/private-notes) in Chatwoot from Slack. If you prefix a message with "note:", it converts into a private note and notifies any tagged agents. Here is an example: - -![private-notes-from-slack](./images/private-notes-from-slack.png) diff --git a/docs/product/features/webhooks.md b/docs/product/features/webhooks.md deleted file mode 100644 index 7f75e486..00000000 --- a/docs/product/features/webhooks.md +++ /dev/null @@ -1,73 +0,0 @@ ---- -sidebar_label: "Configure Webhooks" -title: "Getting started with webhooks in Chatwoot" ---- - -Webhooks are HTTP callbacks that are defined in every account. These events are triggered when an action like message creation happens in Chatwoot. You can create more than one webhook for an account. - -**Step 1** Click on the Integrations link in the settings sidebar. Next, click on "Configure" button. - -![integrations](./images/webhooks/integrations.png) - -**Step 2**. You will see the list of webhooks you have already added to the account. - -![configure](./images/webhooks/configure.png) - -**Step 3**. Click on the "Add new webhook", and it will display a modal where you can input the URL to which the POST request should be sent. Next, you need to select the events you want to subscribe. This option would allow you to only listen to the relevant events in Chatwoot. - -![add-a-webhook](./images/webhooks/add-a-webhook.jpg) - -Chatwoot will send a POST request with the following payload to the configured URLs for various updates happening in your account. - -### A sample webhook payload - -```json -{ - - "event": "message_created", // The name of the event - "id": "1", // Message ID - "content": "Hi", // Content of the message - "created_at": "2020-03-03 13:05:57 UTC", // Time at which the message was sent - "message_type": "incoming", // This will have a type incoming, outgoing or template. The user from the widget sends incoming messages, and the agent sends outgoing messages to the user. - "content_type": "enum", // This is an enum, it can be input_select, cards, form or text. The message_type will be template if content_type is one og these. Default value is text - "content_attributes": {} // This will an object, different values are defined below - "source_id": "", // This would the external id if the inbox is a Twitter or Facebook integration. - "sender": { // This would provide the details of the agent who sent this message - "id": "1", - "name": "Agent", - "email": "agent@example.com" - }, - "contact": { // This would provide the details of the user who sent this message - "id": "1", - "name": "contact-name" - }, - "conversation": { // This would provide the details of the conversation - "display_id": "1", // This is the ID of the conversation which you can see in the dashboard. - "additional_attributes": { - "browser": { - "device_name": "Macbook", - "browser_name": "Chrome", - "platform_name": "Macintosh", - "browser_version": "80.0.3987.122", - "platform_version": "10.15.2" - }, - "referer": "http://www.chatwoot.com", - "initiated_at": "Tue Mar 03 2020 18:37:38 GMT-0700 (Mountain Standard Time)" - } - }, - "account": { // This would provide the details of the account - "id": "1", - "name": "Chatwoot", - } -} -``` - -Find the full list of events supported by the webhooks [here](/docs/product/others/webhook-events). - -### Best practices for using webhook - -#### Return a success(2xx) response quickly -Webhook events in Chatwoot have a timeout of 5 seconds. If you are using the event with another integration, we suggest performing it in the background instead of directly within the request. This allows you to send the acknowledgement response back to Chatwoot and process it in the background without impacting any services. - -#### Listen to the required events only -Configure your webhook endpoints to receive only the necessary events for your integration. Listening for additional events or all events can overload your server and it is not recommended. diff --git a/docs/product/inbox/images/assigned-agent.png b/docs/product/inbox/images/assigned-agent.png deleted file mode 100644 index b6cfa5a2..00000000 Binary files a/docs/product/inbox/images/assigned-agent.png and /dev/null differ diff --git a/docs/product/inbox/images/round-robin-settings.png b/docs/product/inbox/images/round-robin-settings.png deleted file mode 100644 index 5ddda4ab..00000000 Binary files a/docs/product/inbox/images/round-robin-settings.png and /dev/null differ diff --git a/docs/product/inbox/routing-conversations-round-robin.md b/docs/product/inbox/routing-conversations-round-robin.md deleted file mode 100644 index 8c9e09e9..00000000 --- a/docs/product/inbox/routing-conversations-round-robin.md +++ /dev/null @@ -1,39 +0,0 @@ ---- -sidebar_label: "Routing" -title: "Routing conversations" ---- - -Every conversation in Chatwoot can have an assignee. An assignee can be manually added to the conversation via the web console or the API, or the organizations can opt for round-robin assignment system. This doc explains how you can assign an agent to the conversation. - -## Manual assignment - -A conversation can be manually assigned to 2 categories of users. - -1. Agents who have access to the inbox in which the conversation is created. -2. Administrators who can access every conversation in the system. - -To assign an agent or admin to a conversation, an admin/agent can select the assignee from the dropdown named under "Assigned Agent" from the "Conversation Details" section in the right sidebar, as shown below. - -agent-assignment - -## Auto assignment - -Chatwoot provides a round-robin auto-assignment system for conversations. The assignment follows the logic mentioned below. - -_Note_: Round robin assignment is enabled by default. - -1. If there are agents online who have access to the inbox in which a conversation is created, the system would distribute the conversations equally among the online agents. -2. If all the agents are offline, the system would keep the conversations as unassigned. - - -### Enable round-robin assignment - -To enable round-robin assignment in your inbox, follow the steps below. - -1. Go to Settings -> Inboxes. -2. Click on the inbox settings link of the inbox you want to enable round-robin assignment. -3. Scroll down to see the setting for Round-robin, as shown below. - -round-robin-settings - -4. Change it to "Enabled" and click on "Update". diff --git a/docs/product/mobile-app/android.md b/docs/product/mobile-app/android.md deleted file mode 100644 index 35540fc7..00000000 --- a/docs/product/mobile-app/android.md +++ /dev/null @@ -1,23 +0,0 @@ ---- -title: "Android" ---- - -Your Chatwoot account can be accessed on android mobile devices by downloading the Chatwoot mobile app. - -## Production -- Open the Play Store on your Android device running version 7.0 or later.. - -- Search for Chatwoot and select Install to download the app. - -- Open Chatwoot from your homescreen - -- Enter Installation URL: This is the page you go to when you want to access Chatwoot. It’s in the format `domain.com`. If you are using self-hosted Chatwoot installation, input your server URL. Otherwise, use `app.chatwoot.com` - -- Click on `Connect` button and enter account credentials to login - - -## Testing - -To help with testing app updates before they're released, you can sign up in our beta program. Open this [link](https://play.google.com/apps/testing/com.chatwoot.app) from your Android device. - -You can leave the Beta testing program at any time by clicking this [link](https://play.google.com/apps/testing/com.chatwoot.app) while logged in with your Google Play email address used to opt-in for the Beta program, then click **Leave the program**. \ No newline at end of file diff --git a/docs/product/mobile-app/ios.md b/docs/product/mobile-app/ios.md deleted file mode 100644 index 0e4b2a5f..00000000 --- a/docs/product/mobile-app/ios.md +++ /dev/null @@ -1,24 +0,0 @@ ---- -title: "iOS" ---- - - -Your Chatwoot account can be accessed on iOS mobile devices via the chatwoot mobile app. - -- Open the App Store on your Apple device running iOS 11.0 or later. - -- Search for Chatwoot and select GET to download the app. - -- Open Chatwoot from your homescreen - -- Enter Installation URL: This is the page you go to when you want to access Chatwoot. It’s in the format `domain.com`. If you are using self-hosted Chatwoot installation, input your server URL. Otherwise, use `app.chatwoot.com` - -- Click on `Connect` button and enter account credentials to login. - - - -## Testing - -To help with testing app updates before they're released, you can sign up in our beta program. Open this [link](https://testflight.apple.com/join/yQ4yoSx4) from your iOS device. - -You can leave the Beta testing program at any time opening TestFlight app and click **Stop Testing**. diff --git a/docs/product/others/advanced-conversation-filters.md b/docs/product/others/advanced-conversation-filters.md deleted file mode 100644 index 19980ce3..00000000 --- a/docs/product/others/advanced-conversation-filters.md +++ /dev/null @@ -1,45 +0,0 @@ ---- -title: "Advanced Conversation Filters" ---- - -Chatwoot let's you apply advanced filters for your conversations. You will have the ability to filter conversations with multiple attributes at once and even query them with AND and OR operators. - -Chatwoot offers filtering conversations by the below attributes: - -1. Conversation Status -2. Agent Assigned -3. Inbox -4. Team -5. Conversation Identifier -6. Labels -7. Campaigns -8. Browser Language -9. Country -10. Referrer Links - -> You will still be having access to the old status filter dropdown at it's place. - -You can simply click on the filter icon to open the conversation list panel. - -![conversation-filters-button](./images/conversation-filters/filters-button.png) - -You will now be presented with the filters popup, which let's you select the filter type, the operator (equal to, not equal to, present, not present) and the value. - -![conversation-filters-modal](./images/conversation-filters/filters-modal.png) - -### Filter Example -In order to get all conversations that are "Resolved" by agent "Nithin", you set the filters as below - -![conversation-filters-example](./images/conversation-filters/filters-applied-example.png) - -1. Set the filter type as "Status", the operator as "Equal to" and the value as "Resolved" -2. Set the "Assignee Name" as the filter type, "Equal to" as the operator and "Nithin" as the value. -3. Hit Submit, and the conversation list will now be filtered by the above criteria. - -You can apply as many filters as you want, by combining them with AND and OR operators to create complex queries and funnel you list to specific needs. - -To clear the filters and go back to the original list, simply click on the "Clear Filters" button. -![conversation-filters-clear](./images/conversation-filters/filters-clear.png) - -### API -Chatwoot also provides you with an API for filtering conversations. You can find the [docs](https://www.chatwoot.com/developers/api/#operation/conversationFilter) here diff --git a/docs/product/others/agent-bots.md b/docs/product/others/agent-bots.md deleted file mode 100644 index fb1b64b9..00000000 --- a/docs/product/others/agent-bots.md +++ /dev/null @@ -1,97 +0,0 @@ ---- -title: "Agent Bots" ---- - - - -![agent-bot-architecture](./images/agent-bots/agent-bot-architecture.png) - - -AgentBot is a web service connected to a chatwoot inbox and can act as a bot handling customer queries. Chatwoot allows you to easily connect your custom bot logic into conversation handling via AgentBot APIs. - -Once you connect agent bot to an inbox, all the new conversations created in your inbox will initially be assigned 'bot' status. Chatwoot will send each conversation events to your bot URL as webhook events. To which your AgentBot can react through the chatwoot [APIs](https://www.chatwoot.com/developers/api/) - -### Workflow - -- The connected agent bot receives events like `widget_triggered`, `message_created`, `message_updated` etc based on customer action -- The agent bot can process the information received and come up with a response. -- The agent bot can also rely on external system APIs to fetch additional user information like order status, booking trigger, etc -- The agent bot can also rely on services like rasa, dialogflow, lex etc to do intent detection -- The agent bot can post the generated response back into the widget by calling chatwoot APIs like message_create -- The agent bot can toggle a conversation status to open to hand off the conversation to a human agent -- The agent bot can continue to listen to open conversations and see if it can provide contextual information to the support agent. - -### Use Cases - -- Businesses with high volume customer support queries can use a bot to further authenticate and filter queries before passing to agents -- Ecom websites can hook up the bot to their existing database and provide order/shipping status -- News/Content websites can leverage card messages to send recommendations via bot -- Hotel/Movie booking websites can handle the booking via bot - -### Implementation Examples -1. https://github.com/chatwoot/dialogflow-agent-bot-demo : example hotel booking implementation using dialogflow -2. https://github.com/chatwoot/rasa-agent-bot-demo : example implementation using rasa. -3. https://github.com/douglara/chatwoot-botpress-bridge : example implementation using botpress. - -> Look into interesting ways to leverage [bot-message types](/docs/product/others/interactive-messages) on chatwoot. - - -## Adding Agent Bots to Chatwoot - -There are two types of agent bots in chatwoot. -1. **Global Bots** : Global Bots have a permission scope for all the accounts in a chatwoot installation. They can interact with bot accessible endpoints in respect to any account in that installation. -2. **Account Bots** : Account Bots have a permission scope that is limited to the account for which the bot was created. - -You can provision Agent Bots in Chatwoot either through our API or using Rails Console. - -### Creating agent bots via API -1. ** Global Bots** can be created by interacting the [agent bot APIs](https://www.chatwoot.com/developers/api/#tag/AgentBots). -2. ** Account Bots** can be created by interacting with the [account bot APIs](https://www.chatwoot.com/developers/api/#tag/Account-AgentBots). - - -### Creating agent bots via Rails console - -go to your chatwoot directory and ensure your local server is running. Start a rails console in your directory. - -``` -bundle exec rails c -``` - -Inside the rails console, type the following commands to create an agent bot and get its access token. Save the retrieved token as you would need to use in when calling the chatwoot APIs - -``` -# specify a url when your bot logic resides -# pass account_id attribute to create an account bot instead of global bot -bot = AgentBot.create!(name: "Your Bot", outgoing_url: "http://localhost:8000") -bot.access_token.token -``` - -Add an avatar to your bot (optional) -``` -avatar_file = Down.download("image url") -bot.avatar.attach(io: avatar_file, filename: avatar_file.original_filename, content_type: avatar_file.content_type) -``` - -Connect Agent Bot to your inbox by running the following command - -``` -# Replace Inbox.first with Inbox.find(inbox_id) for specific inboxes -AgentBotInbox.create!(inbox: Inbox.first, agent_bot: bot) -``` - - -## FAQ - -### Human Agent Handoff ? - -When an agent bot is connected to an inbox, conversations are created with `pending` status instead of `open`. This lets the intial triaging to happen via -the bot before the conversation is passed on to an agent. When the bot decides that its best for the conversation to be handled by a human agent, It can call the conversation update API -and toggle the conversation status to `open` - -Sometimes the agents would want to push back a conversation which was handed off, back again into the bot queue. They can do this by changing the conversation status back to `pending` again so that the bot can start responding to that conversation again. - - - - - - diff --git a/docs/product/others/cookies.md b/docs/product/others/cookies.md deleted file mode 100644 index f70931fa..00000000 --- a/docs/product/others/cookies.md +++ /dev/null @@ -1,17 +0,0 @@ ---- -title: "Cookies" ---- - -Chatwoot uses the following cookies. - -## Chat Widget - -`cw_conversation`: This cookie lets Chatwoot persist the conversation when the contact navigates through the webpages / revisits the website later. - -`cw_user_{identifier}`: This cookie is used to cache the contact details if a contact is identified via the [`setUser` SDK method](/docs/product/channels/live-chat/sdk/setup#set-the-user-in-the-widget). - -## Agent Dashboard - -`_chatwoot_session`: Used by the Chatwoot Super Admin pannel to persist the user session. - -`cw_d_session_info`: Used by the Agent Dashboard to store the logged-in user's session. diff --git a/docs/product/others/dashboard-apps.md b/docs/product/others/dashboard-apps.md deleted file mode 100644 index a953b7c7..00000000 --- a/docs/product/others/dashboard-apps.md +++ /dev/null @@ -1,207 +0,0 @@ ---- -title: "Dashboard Apps" ---- - -Dashboard Apps allow organizations to embed an application inside the Chatwoot dashboard to provide the context for customer support agents. This feature allows you to create an application independently and embed that inside to provide user information, their orders, or their previous payment history. - -When you embed your application using the dashboard in Chatwoot, your application will get the context of the conversation and contact as a window event. Implement a listener for the message event on your page to receive the context. - -![interactive_messages](./images/dapps.gif) - -### How to create a dashboard app - -1. Navigate to Settings > Integrations > Dashboard apps -2. Click on "Add new dashboard app" -3. Add your app name and the URL of your app. - -### Receiving data from Chatwoot into your app. - -Chatwoot will send you the context of the conversation and the contact as a window event. You can listen to it in your app as described below. - -```js -window.addEventListener("message", function (event) { - if (!isJSONValid(event.data)) { - return; - } - - const eventData = JSON.parse(event.data); -}); -``` -## Explicitly requesting data from Chatwoot. -If your use case requires you to request the conversation data on demand from Chatwoot, you can easily do so by sending a simple message to the parent window using the javascript[postMessage api](https://developer.mozilla.org/en-US/docs/Web/API/Window/postMessage). - -Chatwoot will be listening to this key `chatwoot-dashboard-app:fetch-info`. - -### Example - -You can query the dashboard app using the following code. Chatwoot will be listening to this key and immidiately send the requester with the updated conversation payload. - -```js -window.parent.postMessage('chatwoot-dashboard-app:fetch-info', '*') - -// You would get a message in the on message listener with the appContext payload. -``` - -## Event Payload - -### conversation object - -```json -{ - "meta": { - "sender": { - "additional_attributes": { - "description": "string", - "company_name": "string", - "social_profiles": { - "github": "string", - "twitter": "string", - "facebook": "string", - "linkedin": "string" - } - }, - "availability_status": "string", - "email": "string", - "id": "integer", - "name": "string", - "phone_number": "string", - "identifier": "string", - "thumbnail": "string", - "custom_attributes": "object", - "last_activity_at": "integer" - }, - "channel": "string", - "assignee": { - "id": "integer", - "account_id": "integer", - "availability_status": "string", - "auto_offline": "boolean", - "confirmed": "boolean", - "email": "string", - "available_name": "string", - "name": "string", - "role": "string", - "thumbnail": "string" - }, - "hmac_verified": "boolean" - }, - "id": "integer", - "messages": [ - { - "id": "integer", - "content": "Hello", - "inbox_id": "integer", - "conversation_id": "integer", - "message_type": "integer", - "content_type": "string", - "content_attributes": {}, - "created_at": "integer", - "private": "boolean", - "source_id": "string", - "sender": { - "additional_attributes": { - "description": "string", - "company_name": "string", - "social_profiles": { - "github": "string", - "twitter": "string", - "facebook": "string", - "linkedin": "string" - } - }, - "custom_attributes": "object", - "email": "string", - "id": "integer", - "identifier": "string", - "name": "string", - "phone_number": "string", - "thumbnail": "string", - "type": "string" - } - } - ], - "account_id": "integer", - "additional_attributes": { - "browser": { - "device_name": "string", - "browser_name": "string", - "platform_name": "string", - "browser_version": "string", - "platform_version": "string" - }, - "referer": "string", - "initiated_at": { - "timestamp": "string" - } - }, - "agent_last_seen_at": "integer", - "assignee_last_seen_at": "integer", - "can_reply": "boolean", - "contact_last_seen_at": "integer", - "custom_attributes": "object", - "inbox_id": "integer", - "labels": "array", - "muted": "boolean", - "snoozed_until": null, - "status": "string", - "timestamp": "integer", - "unread_count": "integer", - "allMessagesLoaded": "boolean", - "dataFetched": "boolean" -} -``` - -### contact object - -```json -{ - "additional_attributes": { - "description": "string", - "company_name": "string", - "social_profiles": { - "github": "string", - "twitter": "string", - "facebook": "string", - "linkedin": "string" - } - }, - "availability_status": "string", - "email": "string", - "id": "integer", - "name": "string", - "phone_number": "+91 9000000001", - "identifier": "string || null", - "thumbnail": "+91 9000000001", - "custom_attributes": {}, - "last_activity_at": "integer" -} -``` - -### currentAgent object - -```json -{ - "email": "string", - "id": "integer", - "name": "string" -} -``` - - -### Final Payload -```json -{ - "event": "appContext", - "data": { - "conversation": { - // <...Conversation Attributes> - }, - "contact": { - // <...Contact Attributes> - }, - "currentAgent": { - // <...Current agent Attributes> - } - } -} -``` diff --git a/docs/product/others/enterprise-edition.md b/docs/product/others/enterprise-edition.md deleted file mode 100644 index 61957e80..00000000 --- a/docs/product/others/enterprise-edition.md +++ /dev/null @@ -1,31 +0,0 @@ ---- -sidebar_label: 'Enterprise Edition' -title: 'Enterprise Edition' ---- - -Starting from the [version `2.0`](https://www.chatwoot.com/blog/2-0-release-ee-edition-et-al/), Chatwoot ships two versions of its software. The community edition is `MIT` licensed, and an enterprise edition is available under a [proprietary license](https://github.com/chatwoot/chatwoot/blob/develop/LICENSE). Both software versions are built from a single [Github repository](https://github.com/chatwoot/chatwoot). - -While the community edition will always remain free and open-source, the enterprise edition is the effort to sustain both the offerings and Chatwoot as a commercial business. This model has been derived from other commercial open-source companies like Gitlab, Mattermost, Metabase, etc. - -## Differences between Community and Enterprise editions - -The community edition of Chatwoot has all the relevant customer communication features that a growing business requires. At the same time, the enterprise edition contains proprietary features such as customizable dashboards, SLA Management, agent scheduling software, IP blocklisting, etc., suited for larger organizations. - -While the source code for both editions is open to the public in our Github repo, all the `/enterprise` folder contents are copyrighted. - -## Choosing the right edition - -> We recommend you download and install Chatwoot Enterprise Edition so you can upgrade to a paid tier in the future without having to reinstall Chatwoot. - -### Enterprise Edition -- Take advantage of all Chatwoot features -- The complete source code is visible and auditable -- All features of the community edition are available without a subscription -- Direct Support Options -- Easily upgrade to paid features in the future. - -### Community Edition -- The complete source code is visible and modifiable. -- Paid features aren't accessible -- Community Support Only -- Will require a migration to Enterprise edition to add paid features in the future. diff --git a/docs/product/others/faq.md b/docs/product/others/faq.md deleted file mode 100644 index 511df893..00000000 --- a/docs/product/others/faq.md +++ /dev/null @@ -1,16 +0,0 @@ ---- -title: 'Frequently asked questions' -sidebar_label: 'FAQ' ---- - -This guide collects all the frequently asked questions about the product and their answers. - -**Note**: Please refer to [this guide](/docs/self-hosted/faq) if you have questions about self-hosted installations or customization. - -#### I'm trying to add agents. It has been in pending status for a long time. - -Each user account has a confirmed status and a pending status. To get to the confirmed status, each invited agent has to verify their account by clicking on the invitation email they received in their emails. - -#### As an admin, I want to add nicknames to the agents. - -As an admin, you cannot add a nickname. However, once the agents confirm the account, they can set their display name in the profile settings. diff --git a/docs/product/others/help-center.md b/docs/product/others/help-center.md deleted file mode 100644 index fa7889b3..00000000 --- a/docs/product/others/help-center.md +++ /dev/null @@ -1,82 +0,0 @@ ---- -title: "Help Center" -sidebar_label: "Introduction" ---- - -With the Help Center feature, you can easily create a self-service portal for your customers to access articles and information. In this guide, we take you through the steps to set up a Help Center, including creating a portal and adding articles. - -Please note that this is a beta feature that will constantly get updated with every release. You can set up your Help Center in three parts, as explained below. - -## I. Creating a portal - -**Step 1.** Click the Help Center icon from your sidebar, and click the "New Portal" button. - -![New portal](./help-center/images/help-center/hc1.png) - -**Step 2.** You will see a basic settings page. Start filling in the fields. - -![Basic settings](./help-center/images/help-center/hc2.png) - -These fields are explained below: - -1. **Logo** - - Upload your organization's logo. - -2. **Name** - - Name your portal to refer to it internally. - -3. **Slug** - - This will be auto-generated. - -4. **Custom Domain (optional)** - - You can add the domain you want to serve your portal on a custom domain. For example, if your website is `yourdomain.com` and you want your portal accessible at `docs.yourdomain.com`, type that in this field. - -Click "Create portal basic settings". - -Your portal is ready. You can start adding categories and articles within these categories. - -## II. Creating categories - -Categories exist to structure your portal and organize your articles. Follow these steps: - -**Step 1.** Click the `+` sign alongside the Category section on the secondary sidebar to create a new category. - -**Step 2.** A modal will open up. Fill up the fields. - -![Create category modal](./help-center/images/help-center/hc3.png) - -These fields are described below. - -1. **Name** - - Name your category. This name will be used on the public portal. - -2. **Slug** - - This will be auto-generated. - -3. **Description (optional)** - - Describe your category. - -Click the "Create category" button. - -## III. Creating articles - -Finally, start writing your articles. Follow the steps below. - -**Step 1.** You can find the "New Article" button on almost every page. Click it. - -![New Article Button](./help-center/images/help-center/hc4.png) - -**Step 2.** Use the text editor to write your article. Use the sidebar to select your article's category and author and update the meta content. Here is an example: - -![Editing the article](./help-center/images/help-center/hc5.png) - -You can use the "Preview" button to see how your article turns out. Once ready, click "Publish". Your live article will look like this: - -![Preview](./help-center/images/help-center/hc6.png) diff --git a/docs/product/others/help-center/configure-ssl-for-help-center.md b/docs/product/others/help-center/configure-ssl-for-help-center.md deleted file mode 100644 index 3e472247..00000000 --- a/docs/product/others/help-center/configure-ssl-for-help-center.md +++ /dev/null @@ -1,96 +0,0 @@ ---- -title: "Configure SSL for help center" -sidebar_label: "Configure SSL" ---- - -Help center allows you to create a portal and add articles from the chatwoot app dashboard. You can point to these help center portal articles from your main site and display them as your public-facing help center. -We provide SSL certificate for your help docs through our chatwoot domain. - - -## How to get SSL certificate for your custom domain - -### Create a Portal in Chatwoot's dashboard - -Let's create a product documentation portal for `yourdomain.com`, we will use this for the custom-domain `docs.yourdomain.com` - -1. Navigate to Help Center -2. Click on "New Portal." -3. Add basic information about your portal. - - Add a custom domain at which you want to serve your portal: e.g. yourdomain.com is your main site, and you want your portal at `docs.yourdomain.com`, then this will be your custom domain. - - Add portal name; this will be the heading of your portal - - slug is auto-generated `do not change it`. -4. Add customization information about the portal for theme color, page title, header text and homepage. This can match the theme and style on `yourdomain.com`. -5. Your portal is ready with no articles. To add articles, click on the portal settings button and add new categories and add articles in the respective category. - -![interactive_messages](./images/help-center/portal.gif) - -Once these steps are completed, you will have a portal with articles ready. - -### Point your custom domain to chatwoot.help - -1. Go to your nameserver, go to its DNS settings and add a new CNAME record. - - For the above example, add docs as a CNAME record and point it to the chatwoot.help - - For the Cloudflare nameserver, please below the attached image for reference. It's under DNS tab. - - ![cloudfare](./images/help-center/cname-cloudfare-1.png) - - - For the AWS nameserver, please see below-attached image for reference. It's under Route53 service. - - ![aws](./images/help-center/cname-aws.png) - - - If you have a different name server, these settings will be similar. Just go to the DNS settings and add a CNAME record. Or search for `How to add CNAME record with your nameserver?`. -2. This will ensure that your CNAME record points to our server. For your custom domain, we have your portal information and the SSL certificate. In this case, `docs.example.com` - - -### Providing SSL - -1. This process is handled by chatwoot for all the cloud customers. -2. You need to reach out to us through Chatwoot support with your portal custom domain record. -3. Or please email us with the subject "Issue SSL certification for < Portal Slug >" - -#### NOTE: This step will take 1/2 working day/s from the chatwoot team for the setup. - -Voila! - -`docs.yourdomain.com` is live with a secure connection, and your portal data is visible. - - -### How does this work? - -These are the engineering details to understand `How does docs.yourdomain.com` gets the portal data with SSL certificate. - -1. When the customer point docs.yourdomain.com to chatwoot.help through CNAME, DNS points it to our site, but it's not valid yet. -2. Then Customer from the browser requests us to serve `docs.yourdomain.com` endpoint with the portal's data. -4. To validate the routing from `docs.yourdomain.com` to `chatwoot.help`, we add a record in our heroku. - - This is to validate Heroku DNS routing and validate the custom domain. - - Go to Heroku `dashboard -> Chatwoot -> Settings` - - Go to Domains section and add a new domain to serve, in this case, `docs.yourdomain.com` - - ![heroku_dns](./images/help-center/add-dns.png) - - - After we add the domain successfully and ACM status will be waiting to verify the cert issue and will show an error later as SSL is not yet provided for the custom domain. - - ![heroku](./images/help-center/heroku-dns.png) - -5. Heroku won't allow serving `docs.yourdomain.com` until we provide the SSL certificate. -6. For this, we go to our Cloudflare dashboard and certify the record for `docs.yourdomain.com` - - Go to Cloudflare dashboard -> chatwoot.help - - Go to SSL/TLS -> custom hostname - ![dns](./images/help-center/ssl-dns.png) - - - Add a record for docs.yourdomain.com, with certification validation method `HTTP Validation` and certificate type `Provided by Cloudflare -7. Wait till the custom hostname reflects with SSL certificate active. -8. Go back to Heroku and check the ACM status for the `docs.yourdomain.com` shows `Ok` now. - -Cloudfare's custom hostname functionality provides the certificate to the custom domain that we add. - -1. `docs.yourdomain.com` resolves by customers nameserver and redirects to chatwoot.help. -2. `chatwoot.help` nameserver certifies the `docs.yourdomain.com` -3. Chatwoot's heroku domain's settings validate the certificate and routes to chatwoot.help root dashboard. -4. `chatwoot.help` check for the portal record with custom-domain `docs.yourdomain.com` -5. 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diff --git a/docs/product/others/images/dapps.gif b/docs/product/others/images/dapps.gif deleted file mode 100644 index 971d7797..00000000 Binary files a/docs/product/others/images/dapps.gif and /dev/null differ diff --git a/docs/product/others/images/interactive_messages.png b/docs/product/others/images/interactive_messages.png deleted file mode 100644 index 7e9ea2ff..00000000 Binary files a/docs/product/others/images/interactive_messages.png and /dev/null differ diff --git a/docs/product/others/interactive-messages.md b/docs/product/others/interactive-messages.md deleted file mode 100644 index 53c26f9d..00000000 --- a/docs/product/others/interactive-messages.md +++ /dev/null @@ -1,147 +0,0 @@ ---- -title: "Interactive Messages" ---- - -Chatwoot lets you create interactive message types like cards and forms in side your Chatwoot Web Widget using the APIs. - -You can create these messages using the [New Message API](https://www.chatwoot.com/developers/api/#operation/create-a-new-message-in-a-conversation). - -![interactive_messages](./images/interactive_messages.png) - -### Supported Channels -The compatibility of message types across different channels can vary. For a comprehensive understanding of the support provided for each message type within specific channels, please consult the table below. - - -| Channel | Options | Forms | Cards | Articles | | -| --------------------------- | ------- | ----- | ----- | -------- | -------------------------------------------- | -| Website Live-chat | ✅ | ✅ | ✅ | ✅ | | -| Email | ❌ | ❌ | ❌ | ❌ | | -| Facebook | ❌ | ❌ | ❌ | ❌ | | -| Instagram | ❌ | ❌ | ❌ | ❌ | | -| SMS via Twilio | ❌ | ❌ | ❌ | ❌ | | -| SMS via Bandwidth | ❌ | ❌ | ❌ | ❌ | | -| Whatsapp via Twilio | ❌ | ❌ | ❌ | ❌ | | -| Whatsapp via Whatsapp Cloud | ✅ | ❌ | ❌ | ❌ | | -| Whatsapp via 360Dialog | ✅ | ❌ | ❌ | ❌ | | -| API Channel | ✅ | ✅ | ✅ | ✅ | Interactions should be handled by the client | -| Telegram | ✅ | ❌ | ❌ | ❌ | | -| Line | ❌ | ❌ | ❌ | ❌ | | - - -### Payload Samples - -Use the following payload samples as the values to create various interactive messages. - -#### 1. Options - -```json -{ - "content": "Select one of the items below", - "content_type": "input_select", - "content_attributes": { - "items": [ - { "title": "Option1", "value": "Option 1" }, - { "title": "Option2", "value": "Option 2" } - ] - }, - "private":false -} -``` - -#### 2. Form - -```json -{ - "content": "form", - "content_type": "form", - "content_attributes": { - "items": [ - { - "name": "email", - "placeholder": "Please enter your email", - "type": "email", - "label": "Email", - "default": "xyc@xyc.com" - }, - { - "name": "text_aread", - "placeholder": "Please enter text", - "type": "text_area", - "label": "Large Text", - "default": "Sample text" - }, - { - "name": "text", - "placeholder": "Please enter text", - "type": "text", - "label": "text", - "default": "sample input" - }, - { - "name": "select", - "label": "Select Option", - "type": "select", - "options": [ - { - "label": "🌯 Burito", - "value": "Burito" - }, - { - "label": "🍝 Pasta", - "value": "Pasta" - } - ] - } - ] - }, - "private": false -} -``` - -#### 3. Cards - -```json -{ - "content": "card message", - "content_type":"cards", - "content_attributes":{ - "items":[ - { - "media_url":"https://assets.ajio.com/medias/sys_master/root/hdb/h9a/13582024212510/-1117Wx1400H-460345219-white-MODEL.jpg", - "title":"Nike Shoes 2.0", - "description":"Running with Nike Shoe 2.0", - "actions":[ - { - "type":"link", - "text":"View More", - "uri":"google.com" - }, - { - "type":"postback", - "text":"Add to cart", - "payload":"ITEM_SELECTED" - } - ] - } - ] - }, - "private":false -} -``` - -#### 4. Articles - - -```json -{ - "content": "articles", - "content_type": "article", - "content_attributes": { - "items": [ - { "title": "API start guide", "description": "A random start api guide", "link": "http://google.com" }, - { "title": "Development docs", "description": "Development docs and guidelines", "link": "http://google.com" } - ] - }, - "private":false -} -``` diff --git a/docs/product/others/webhook-events.md b/docs/product/others/webhook-events.md deleted file mode 100644 index 79c67763..00000000 --- a/docs/product/others/webhook-events.md +++ /dev/null @@ -1,257 +0,0 @@ ---- -title: "Supported webhook events in Chatwoot" ---- - -Chatwoot publishes various events to the configured webhook endpoints. If you want to configure a webhook, refer to the guide [here](/docs/product/features/webhooks). - -Each event has its payload structure based on the type of model they are acting on. The following section describes the main objects we use in Chatwoot and their attributes. - -## Objects - -An event can contain any of the following objects as a payload. Different types of objects supported in Chatwoot are as follows. - -### Account - -The following payload will be returned for an account. - -```json -{ - "id": "integer", - "name": "string" -} -``` - -### Inbox - -The following payload will be returned for an inbox. - -```json -{ - "id": "integer", - "name": "string" -} -``` - -### Contact - -The following payload will be returned for a contact. - -```json -{ - "id": "integer", - "name": "string", - "avatar": "string", - "type": "contact", - "account": { - // <...Account Object> - } -} -``` - -### User - -The following payload will be returned for an agent/admin. - -```json -{ - "id": "integer", - "name": "string", - "email": "string", - "type": "user" -} -``` - -### Conversation - -The following payload will be returned for a conversation. - -```json -{ - "additional_attributes": { - "browser": { - "device_name": "string", - "browser_name": "string", - "platform_name": "string", - "browser_version": "string", - "platform_version": "string" - }, - "referer": "string", - "initiated_at": { - "timestamp": "iso-datetime" - } - }, - "can_reply": "boolean", - "channel": "string", - "id": "integer", - "inbox_id": "integer", - "contact_inbox": { - "id": "integer", - "contact_id": "integer", - "inbox_id": "integer", - "source_id": "string", - "created_at": "datetime", - "updated_at": "datetime", - "hmac_verified": "boolean" - }, - "messages": ["Array of message objects"], - "meta": { - "sender": { - // Contact Object - }, - "assignee": { - // User Object - } - }, - "status": "string", - "unread_count": "integer", - "agent_last_seen_at": "unix-timestamp", - "contact_last_seen_at": "unix-timestamp", - "timestamp": "unix-timestamp", - "account_id": "integer" -} -``` - -### Message - -```json -{ - "id": "integer", - "content": "string", - "message_type": "integer", - "created_at": "unix-timestamp", - "private": "boolean", - "source_id": "string / null", - "content_type": "string", - "content_attributes": "object", - "sender": { - "type": "string - contact/user" - // User or Contact Object - }, - "account": { - // Account Object - }, - "conversation": { - // Conversation Object - }, - "inbox": { - // Inbox Object - } -} -``` - -### A sample webhook payload - -```json -{ - "event": "event_name" - // Attributes related to the event -} -``` - -## Webhook Events - -Chatwoot supports the following webhook events. You can subscribe to them while configuring a webhook in the dashboard or using the API. - -### conversation_created - -This event will be triggered when a new conversation is created in the account. The payload for the event is as follows. - -```json -{ - "event": "conversation_created" - // <...Conversation Attributes> -} -``` - -### conversation_updated - -This event will be triggered when there is a change in any of the attributes in the conversation. - -```json -{ - "event": "conversation_updated", - "changed_attributes": [ - { - "": { - "current_value": "", - "previous_value": "" - } - } - ] - // <...Conversation Attributes> -} -``` - -### conversation_status_changed - -This event will be triggered when the status of the conversation is changed. - -Note: If you are using agent bot APIs instead of webhooks, this event is not supported yet. - -```json -{ - "event": "conversation_status_changed" - // <...Conversation Attributes> -} -``` - -### message_created - -This event will be triggered when a message is created in a conversation. The payload for the event is as follows. - -```json -{ - "event": "message_created" - // <...Message Attributes> -} -``` - -### message_updated - -This event will be triggered when a message is updated in a conversation. The payload for the event is as follows. - -```json -{ - "event": "message_updated" - // <...Message Attributes> -} -``` - -### webwidget_triggered - -This event will be triggered when the end-user opens the live-chat widget. - -```json -{ - "id": , - "contact": { - // <...Contact Object> - }, - "inbox": { - // <...Inbox Object> - }, - "account": { - // <...Account Object> - }, - "current_conversation": { - // <...Conversation Object> - }, - "source_id": "string", - "event": "webwidget_triggered", - "event_info": { - "initiated_at": { - "timestamp": "date-string" - }, - "referer": "string", - "widget_language": "string", - "browser_language": "string", - "browser": { - "browser_name": "string", - "browser_version": "string", - "device_name": "string", - "platform_name": "string", - "platform_version": "string" - } - } -} -``` diff --git a/docs/product/others/websocket-events.md b/docs/product/others/websocket-events.md deleted file mode 100644 index 800e6f45..00000000 --- a/docs/product/others/websocket-events.md +++ /dev/null @@ -1,529 +0,0 @@ ---- -title: "Use websocket events to get real-time updates" -sidebar_label: "Websocket Events" ---- - -Websockets creates a persistent connection between the client and the server allowing bi-directional communication. Chatwoot supports a websocket connection to get real-time updates about the events happening on the platform. Any client can connect to the websocket URL in Chatwoot and authorize themselves by providing the token and start receiving the updates. This guide will help you set up a websocket connection with Chatwoot and integrate available events. - -**Note:** This is an experimental feature. Documentation can change on every release, and there is no guarantee of backward compatibility. Please make sure that you are using the updated version of the implementation. - -## Why should I use a websocket connection? - -Suppose you are building a client for Chatwoot. For example, in An Android or iOS Client SDK, where you would need to listen to the latest messages to update the UI without a reload or An extension to the dashboard, if you want to improve an agent's productivity, you might need data in real-time. - -## Setup a websocket connection with Chatwoot - -To set up a websocket connection with Chatwoot, you need to initiate a connection with the authentication pubsub token provided by Chatwoot. The URL for the connection is `wss:///cable`. E.g.: `wss://app.chatwoot.com/cable`. - -There are two types of pubsub tokens available in Chatwoot. - -1. **User PubSub Token**: This token has the privileges of an agent/admin and would receive all of the events documented below. You can get the pubsub token by calling the [Profile API](https://www.chatwoot.com/developers/api/#operation/fetchProfile). - -2. **Contact PubSub Token**: For every contact, Chatwoot would generate a pubsub token for every session they had. You can connect to the websocket using this token to get the updates of the current session. When you create a [contact using the public APIs](https://www.chatwoot.com/developers/api/#tag/Contacts-API), you will receive the `pubsub_token` in the payload. This token only have access to the current session related events, you would only receive the events `conversation.created`, `conversation.status_changed`, `message.created`, `message.updated`, `conversation_typing_on`, `conversation_typing_off` and `presence.update`. - -Please refer [Client APIs](/docs/product/channels/api/client-apis) to build real time customer facing integrations using Chatwoot. - -Note: This token may be rotated regularly based on your installation type, make sure that you are using the latest token. - -### Connect to Chatwoot Websocket - -You need to send a command "subscribe" to connect to Chatwoot. It expects a pubSub token, accountId and userId (if using a user token). -Here is an example on how you can connect with Chatwoot. - -```js -// Add a helper method to convert JSON to a string -const stringify = (payload = {}) => JSON.stringify(payload); - -const pubSubToken = ""; -const accountId = ""; -const userId = ""; -const connection = new WebSocket( - "wss:///cable" -); - -connection.send( - stringify({ - command: "subscribe", - identifier: stringify({ - channel: "RoomChannel", - pubsub_token: pubSubToken, - account_id: accountId, - user_id: userId, - }), - }) -); - -// The expected string in connection.send is of the format: -// {"command":"subscribe","identifier":"{\"channel\":\"RoomChannel\",\"pubsub_token\":\"your-pubsub-token\",\"account_id\": account_id_integer,\"user_id\":user_id_integer }"} -``` - -### Publishing Presence to the websocket server - -To keep your users online in Chatwoot, you can send a presence update event to Chatwoot every 30 seconds. This action would keep the status of the agent/contact to online. - -#### Update presence of an agent/admin user - -The payload that should be sent to the server for updating the presence of an agent/admin is as follows. - -```js -const userPayload = stringify({ - command: "message", - identifier: stringify({ - channel: "RoomChannel", - pubsub_token: "", - account_id: accountId, - user_id: userId, - }), - data: stringify({ action: "update_presence" }), -}); - -connection.send(userPayload); -// The expected string in connection.send is of the format: -// {"command":"message","identifier":"{\"channel\":\"RoomChannel\",\"pubsub_token\":\"your-pubsub-token\",\"account_id\": account_id_integer,\"user_id\":user_id_integer ","data":"{\"action\":\"update_presence\"}"} -``` - -#### Update presence of a contact - -The payload that should be sent to the server for updating the presence of a contact is as follows. - -```js -const agentPayload = stringify({ - command: "message", - identifier: stringify({ - channel: "RoomChannel", - pubsub_token: "", - }), - data: stringify({ action: "update_presence" }), -}); - -connection.send(agentPayload); -// The expected string in connection.send is of the format: -// {"command":"message","identifier":"{\"channel\":\"RoomChannel\",\"pubsub_token\":\"your-pubsub-token\","data":"{\"action\":\"update_presence\"}"} -``` - -## Websocket Payload - -### Objects - -An event can contain any of the following objects as a payload. Different type of objects supported in Chatwoot are as follows. - -#### Conversation - -The following payload will be returned for a conversation. - -```json -{ - "additional_attributes": { - "browser": { - "device_name": "string", - "browser_name": "string", - "platform_name": "string", - "browser_version": "string", - "platform_version": "string" - }, - "referer": "string", - "initiated_at": { - "timestamp": "iso-datetime" - } - }, - "can_reply": "boolean", - "channel": "string", - "id": "integer", - "inbox_id": "integer", - "contact_inbox": { - "id": "integer", - "contact_id": "integer", - "inbox_id": "integer", - "source_id": "string", - "created_at": "datetime", - "updated_at": "datetime", - "hmac_verified": "boolean" - }, - "messages": ["Array of message objects"], - "meta": { - "sender": { - // Contact Object - }, - "assignee": { - // User Object - } - }, - "status": "string", - "unread_count": "integer", - "agent_last_seen_at": "unix-timestamp", - "contact_last_seen_at": "unix-timestamp", - "timestamp": "unix-timestamp", - "account_id": "integer" -} -``` - -#### Contact - -The following payload will be returned for a contact. - -```json -{ - "additional_attributes": "object", - "custom_attributes": "object", - "email": "string", - "id": "integer", - "identifier": "string or null", - "name": "string", - "phone_number": "string or null", - "thumbnail": "string" -} -``` - -#### User - -The following payload will be returned for an agent/admin. - -```json -{ - "id": "integer", - "name": "string", - "available_name": "string", - "avatar_url": "string", - "availability_status": "string", - "thumbnail": "string" -} -``` - -#### Message - -```json -{ - "id": "integer", - "content": "string", - "account_id": "integer", - "inbox_id": "integer", - "message_type": "integer", - "created_at": "unix-timestamp", - "updated_at": "datetime", - "private": "boolean", - "status": "string", - "source_id": "string / null", - "content_type": "string", - "content_attributes": "object", - "sender_type": "string", - "sender_id": "integer", - "external_source_ids": "object", - "sender": { - "type": "string - contact/user" - // User or Contact Object - } -} -``` - -#### Notification - -The following payload will be returned for a notification. - -```json -{ - "id": "integer", - "notification_type": "string", - "primary_actor_type": "string", - "primary_actor_id": "integer", - "primary_actor": { - "can_reply": "boolean", - "channel": "string", - "id": "integer", - "inbox_id": "integer", - "meta": { - "assignee": { - "id": "integer", - "name": "string", - "available_name": "string", - "avatar_url": "string", - "type": "user", - "availability_status": "string", - "thumbnail": "string" - }, - "hmac_verified": "boolean" - }, - "agent_last_seen_at": "unix-timestamp", - "contact_last_seen_at": "unix-timestamp", - "timestamp": "unix-timestamp", - }, - "read_at": "unix-timestamp", - "secondary_actor": "object/null", - "created_at":"unix-timestamp", - "account_id": "integer", - "push_message_title": "string" -} -``` -### Identifier - -Each event will have an `identifier` attribute which would be of the following format. - -```json -{ - "identifier": "{\"channel\":\"RoomChannel\",\"pubsub_token\":\"token\",\"account_id\":id,\"user_id\":user_id}" -} -``` - -### Message - -Each event will have a `message` attribute which we return the event name as well as the data associated with it. To see the list of events, see the documentation below. - -## Events - -### conversation.created - -This event is sent when a new conversation is created. For contact pubsub token subscription, it sends only the events related to the session which pubsub token is associated to. - -**Available to**: agent/admin, contact - -```json -{ - "message": { - "event": "conversation.created", - "data": { - // Conversation object will be available here - } - } -} -``` - -### conversation.read - -This event is sent to the agents/admins who access to the inbox when a message is read by a contact. - -**Available to**: agent/admin - -```json -{ - "message": { - "event": "conversation.read", - "data": { - // Conversation object will be available here - } - } -} -``` - -### message.created - -This event is sent to the agents,admins/contact when a new message is created in a conversation they have access to. - -**Available to**: agent/admin, contact - -```json -{ - "message": { - "event": "message.created", - "data": { - // Message object will be available here - } - } -} -``` - -### message.updated - -This event is sent to the agents,admins/contact when a message is updated in a conversation they have access to. - -**Available to**: agent/admin, contact - -```json -{ - "message": { - "event": "message.updated", - "data": { - // Message object will be available here - } - } -} -``` - -### conversation.status_changed - -This event is sent to the agents,admins/contact when a conversation status is updated. - -**Available to**: agent/admin, contact - -```json -{ - "message": { - "event": "conversation.status_changed", - "data": { - // Conversation object will be available here - } - } -} -``` - -### conversation.typing_on - -This event is sent to the agents,admins/contact when a contact or an agent start typing a response. - -**Available to**: agent/admin, contact - -```json -{ - "message": { - "event": "conversation.typing_on", - "data": { - "conversation": { - // Conversation object will be available here - }, - "user": { - // Contact / Agent,Admin User object will be available here. - }, - "is_private": "boolean", // Shows whether the agent is typing a private note or not. - "account_id": "integer" - } - } -} -``` - -### conversation.typing_off - -This event is sent to the agents,admins/contact when a contact or an agent ends typing a response. - -**Available to**: agent/admin, contact - -```json -{ - "message": { - "event": "conversation.typing_off", - "data": { - "conversation": { - // Conversation object will be available here - }, - "user": { - // Contact / User object will be available here. - }, - "account_id": "integer" - } - } -} -``` - -### assignee.changed - -This event is sent to the agents/admins who have access to the inbox when the assigned is changed. - -**Available to**: agent/admin - -```json -{ - "message": { - "event": "assignee.changed", - "data": { - // Conversation object will be available here - } - } -} -``` - -### team.changed - -This event is sent to the agents/admins who have access to the inbox when the team assignment is changed. - -**Available to**: agent/admin - -```json -{ - "message": { - "event": "team.changed", - "data": { - // Conversation object will be available here - } - } -} -``` - -### conversation.contact_changed - -This event is sent to the agents/admins when a contact is merged. Conversation object will have the new contact reference. - -**Available to**: agent/admin - -```json -{ - "message": { - "event": "conversation.contact_changed", - "data": { - // Conversation object will be available here - } - } -} -``` - -### contact.created - -This event is sent to the agents/admins when a contact is created. - -**Available to**: agent/admin - -```json -{ - "message": { - "event": "contact.created", - "data": { - // Contact object will be available here - } - } -} -``` - -### contact.updated - -This event is sent to the agents/admins when a contact is updated. - -**Available to**: agent/admin - -```json -{ - "message": { - "event": "contact.updated", - "data": { - // Contact object will be available here - } - } -} -``` - -### presence.update - -This event would be available for both agent and the contact, it returns the availability status of the users in the system. The presence event delivered to contacts won't have information about other contacts. - -**Available to**: agent/admin - -```json -{ - "message": { - "event": "presence.update", - "data": { - "account_id": "integer", - "users": { - "user-id": "string" - }, - "contacts": { - "contact-id": "string" - } - } - } -} -``` - -### notification_created - -**Available to**: agent/admin - -```json -{ - "message": { - "event": "string", - "data": { - "notification":{ - // Notification object will be available here - }, - "unread_count": "integer", - "count": "integer", - } - } -} -``` \ No newline at end of file diff --git a/docs/self-hosted.md b/docs/self-hosted.md index 2393bf3e..0aca6bda 100644 --- a/docs/self-hosted.md +++ b/docs/self-hosted.md @@ -68,7 +68,6 @@ This guide will help you to install and setup a production ready Chatwoot. - [Facebook App Setup](/docs/self-hosted/configuration/features/integrations/facebook-channel-setup) - [Instagram App Setup](/docs/self-hosted/configuration/features/integrations/instagram-channel-setup) -- [Twitter App Setup](/docs/self-hosted/configuration/features/integrations/twitter-channel-setup) - [Slack App](/docs/self-hosted/configuration/features/integrations/slack-integration-setup) ## Maintenance diff --git a/docs/self-hosted/configuration/features/integrations/facebook-channel-setup.md b/docs/self-hosted/configuration/features/integrations/facebook-channel-setup.md index 1c187b23..548080fb 100644 --- a/docs/self-hosted/configuration/features/integrations/facebook-channel-setup.md +++ b/docs/self-hosted/configuration/features/integrations/facebook-channel-setup.md @@ -71,7 +71,7 @@ FB_APP_ID= ![facebook_messenger_product](./images/facebook/facebook_messenger_product.png) -3. Go to the Messenger settings and configure the call back URL +3. Go to the Messenger settings and configure the call back URL ![Alt text](./images/facebook/facebook_messenger_section.png) @@ -80,10 +80,9 @@ FB_APP_ID= ![facebook_callback_url](./images/facebook/facebook_callback_url.png) -5. Head over to Chatwoot and create a Messenger inbox. Choose a page for which your Facebook developer account has admin access to. Please refer to this [guide](../../../../product/channels/facebook) for more details on creating a Messenger inbox in Chatwoot. +5. Head over to Chatwoot and create a Messenger inbox. Choose a page for which your Facebook developer account has admin access to. Please refer to this [guide](https://www.chatwoot.com/hc/user-guide/articles/1677778588-how-to-setup-a-facebook-channel) for more details on creating a Messenger inbox in Chatwoot. - ### Testing the Facebook channel Until the application is approved for production, Facebook wouldn't send the new messages on your page to Chatwoot. @@ -166,6 +165,6 @@ We support facebook API version v13.0 going forward, which you can update in the ### Test your local Setup -1. After finishing the set-up above, [create a Facebook inbox](/docs/product/channels/facebook) after logging in to your Chatwoot Installation. +1. After finishing the set-up above, [create a Facebook inbox](https://www.chatwoot.com/hc/user-guide/articles/1677778588-how-to-setup-a-facebook-channel) after logging in to your Chatwoot Installation. 2. Send a message to your page from Facebook. 3. Wait and confirm incoming requests to `/bot` endpoint in your ngrok screen. diff --git a/docs/self-hosted/configuration/features/integrations/instagram-channel-setup.md b/docs/self-hosted/configuration/features/integrations/instagram-channel-setup.md index 9bb68b20..00b7c3a6 100644 --- a/docs/self-hosted/configuration/features/integrations/instagram-channel-setup.md +++ b/docs/self-hosted/configuration/features/integrations/instagram-channel-setup.md @@ -83,7 +83,7 @@ FB_APP_ID= ![instagram_connect_success](./images/instagram/instagram_connect_success.png) -6. Head over to Chatwoot and create a Messenger inbox. Please refer to this [guide](../../../../product/channels/instagram) for more details on creating a Messenger inbox in Chatwoot. +1. Head over to Chatwoot and create a Messenger inbox. Please refer to this [guide](https://www.chatwoot.com/hc/user-guide/articles/1677829420-how-to-setup-an-instagram-channel) for more details on creating a Messenger inbox in Chatwoot. So whenever you receive any message on Instagram, it will redirect to your Facebook page. @@ -142,7 +142,7 @@ messaging_seen Note: You should do this step for both normal and test apps. -11. Head over to Chatwoot and create a Messenger inbox. Please refer to this [guide](../../../../product/channels/instagram) for more details on creating a Messenger inbox in Chatwoot. +1. Head over to Chatwoot and create a Messenger inbox. Please refer to this [guide](https://www.chatwoot.com/hc/user-guide/articles/1677829420-how-to-setup-an-instagram-channel) for more details on creating a Messenger inbox in Chatwoot. . Send a message to the connected Instagram account from Instagram Testers, and it should appear in Chatwoot now ### Going into production. @@ -192,7 +192,7 @@ Restart the Chatwoot local server. Then, your Chatwoot setup will be ready to re ### Test your local Setup -1. After finishing the setup above, [create a Messenger inbox](/docs/product/channels/facebook) after logging in to your Chatwoot Installation. +1. After finishing the setup above, [create a Messenger inbox](https://www.chatwoot.com/hc/user-guide/articles/1677778588-how-to-setup-a-facebook-channel) after logging in to your Chatwoot Installation. 2. Send a message to your Facebook Page from your Instagram account. 3. Wait and confirm incoming requests to `/webhooks/instagram` endpoint in your ngrok screen. 4. You can also verify your callback URL by clicking on Test for the subscribed Instagram fields. @@ -203,7 +203,7 @@ Go to webhook Instagram and click on Test with `v11.0` > **Note**: You can have only one app connected to the Chatwoot for Instagram and Facebook combined as the Messenger platform is common. But suppose you want to have separate channels for Instagram and Facebook. In that case, you can have multiple Facebook pages inside your app that would be connected to Facebook users and Instagram users separately and then connected to the different inbox in the Chatwoot page. ### Checklist - + 1. Integrate the Facebook test app and Send a message from the Instagram tester to the connected account. 2. Make sure your Instagram account is a business account. 3. If the Instagram test account can receive the message and forward it to the webhook URL, then submit it for review. diff --git a/docs/self-hosted/configuration/features/integrations/slack-integration-setup.md b/docs/self-hosted/configuration/features/integrations/slack-integration-setup.md index ca8f2cf1..772c18a7 100644 --- a/docs/self-hosted/configuration/features/integrations/slack-integration-setup.md +++ b/docs/self-hosted/configuration/features/integrations/slack-integration-setup.md @@ -67,7 +67,7 @@ Restart the Chatwoot server. ## Connect Chatwoot with your Slack workspace -Follow this [guide](/docs/product/features/slack) to complete the Slack integration. +Follow this [guide](https://www.chatwoot.com/hc/user-guide/articles/1677774874-how-to-answer-conversations-from-slack) to complete the Slack integration. ## Testing your setup diff --git a/docs/self-hosted/configuration/features/integrations/twitter-channel-setup.md b/docs/self-hosted/configuration/features/integrations/twitter-channel-setup.md deleted file mode 100644 index ac641ab7..00000000 --- a/docs/self-hosted/configuration/features/integrations/twitter-channel-setup.md +++ /dev/null @@ -1,123 +0,0 @@ ---- -sidebar_label: "Twitter" -title: "Twitter App Setup" ---- - -Twitter channel with Chatwoot requires access to Twitter APIs. We are using Account Activity API. If you don't have access to Twitter Business APIs, apply for one at [Twitter developer portal](https://developer.twitter.com/en/apply-for-access). - -Once your application is approved, you will be able to add Twitter Apps and dev environments. If you have applied for a team account, you can invite more team members. You will have to set the following environment variables for the channel to work. We will describe what it means in the following sections. - -```bash -TWITTER_APP_ID= -TWITTER_CONSUMER_KEY= -TWITTER_CONSUMER_SECRET= -TWITTER_ENVIRONMENT= -``` - -## 1. Twitter standalone App - -One way to handle Twitter API is through a standalone app, which doesn't require the creation of a project to create an app, - -### Create a Twitter App - -In Twitter Developer Portal, go to [Projects & Apps Overview Console](https://developer.twitter.com/en/portal/projects-and-apps). Then, go to the "Standalone Apps" section. Then, click on the "Create App" button. - -standalone - -Provide an app name and click on "Next". - -name-your-app - -You will be able to see the `API Key` and `API Secret Key` in the next step. Save this information as it would not available again. - -- Use `API Key` as `TWITTER_CONSUMER_KEY` in Chatwoot. -- Use `API Secret Key` as `TWITTER_CONSUMER_SECRET` in Chatwoot. - -add-api-keys - -Hooray! The app has been created. The next step is to enable "Sign in with Twitter" permission. - -### Complete profile information - -Complete the application profile. See the "App Details" section as shown below for additional information. Then Update the name, logo and description. Finally, use the "APP ID" displayed in the screenshot as `TWITTER_APP_ID` in Chatwoot. - -![app-details](./images/twitter/app-details.png) - -### Select authentication settings - -Chatwoot works with Twitter API OAuth 1.0. So select OAuth 1.0a from the authentication settings page. - -app-oauth-info - - -#### Add app permissions - -Head over to the "App Permissions" section by clicking the setup button above. Then, update the permission to "Read and Write and Direct Messages". - -app-permission - -#### Update general authentication settings - -Add the callback url as `{your_chatwoot_installation_url}/twitter/callback`. - -callback-url - -Complete the rest of the details in the authentication settings and click on "Save". -And it's ready to use. Use all the API keys in your setup. - -## 2. Create Twitter API project - -There is one more way to create a Twitter app. Instead of a standalone app, create a project and add the app to the project. - -### Add project details - -Add project name, select project type, add a project description - -#### Click on create project - -create-project - -#### Add project name - -add-project-name - -#### Select project type - -select-project-type - -#### Add project description - -add-project-details - - -### App setup - -Once you setup the project, you move on to the app setup. Select the appropriate environment for your self-hosted app according to the status of your application. -Please note this is not the same environment as we set up in chatwoot. We are going to see about `TWITTER_ENVIRONMENT` at a later point. - -project-app-name - -After this step, you should follow the similar step for an API key and secret in step 1, set the app name and go to the next step. You will get the API key and API secret keys. Save those keys. - -- Use `API Key` as `TWITTER_CONSUMER_KEY` in Chatwoot. -- Use `API Secret Key` as `TWITTER_CONSUMER_SECRET` in Chatwoot. - - -`PS: After you complete Step 1 or Step 2 (both steps are alternative to each other), move on to the below step to set up the dev environment.` - - -## Create a dev environment (required) - -For the DMs and Tweets to work in realtime, you need to set up an "Account Activity API" dev environment. A Twitter development environment is required for **all** installations of Chatwoot. - -URL: https://developer.twitter.com/en/account/environments - -Head over to Products -> Premium -> Dev Environments. Click on `Set up dev environment`. You will be able to see a form as follows. - -setup-dev-env - -Provide a `Dev Environment Label`. This should be an alphanumeric string. Use the exact string as `TWITTER_ENVIRONMENT` in Chatwoot. - -![dev-env](./images/twitter/dev-env.png) - -Once you do this, you will be ready to use Twitter Channels. To connect your Twitter account, follow this [guide](/docs/product/channels/twitter). diff --git a/docs/self-hosted/configuration/help-center.md b/docs/self-hosted/configuration/help-center.md index fc5e38a8..dd0bae97 100644 --- a/docs/self-hosted/configuration/help-center.md +++ b/docs/self-hosted/configuration/help-center.md @@ -8,7 +8,7 @@ Help center allows you to create a portal and add articles from the chatwoot app ### Create a Portal in Chatwoot's dashboard -Follow these step to create your Portal. Refer to [this guide.](/docs/product/others/help-center#create-a-portal-in-chatwoots-dashboard) +Follow these step to create your Portal. Refer to [this guide.](https://www.chatwoot.com/hc/user-guide/articles/1677861202-how-to-setup-a-help-center) ### Point your custom domain to your Chatwoot domain diff --git a/docs/user-guide/add-agent-settings.md b/docs/user-guide/add-agent-settings.md deleted file mode 100644 index bb0bd779..00000000 --- a/docs/user-guide/add-agent-settings.md +++ /dev/null @@ -1,59 +0,0 @@ ---- -title: "Add Agents" ---- - -An Agent is a member of your Customer Support team. Agents will be able to view and reply to messages from your users. - -To add agents to your Chatwoot account, you can use the 'Click here to Invite Team Member' link. - -
- -Chatwoot Home Screen - -
- -Or, Click on Settings → Agents. - -You will be redirected to the Agents management page as shown below. - -Your Name will be listed by default as Administrator. Administrators have access to all Chatwoot features enabled for your account, including Settings. -
- -Chatwoot Agent Screen - -
- -Click on the `Add Agent` button on the Top Right Hand Side. - -A pop up window will open in which you can enter the details of the Agent like name, role and email address. - -
- -Agent Details window - -
- - -| Field Name | Value | Remarks | -|----------------------|------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------| -| Agent Name | Enter Name of the Agent | eg: Don Pete | -| Role | Enter the Role - Agent or Administrator | Agents can only access inbox, reports, and conversations. Administrators have all privilages of agents and have access to all features of Chatwoot | -| Your e-mail address | Enter the e-mail id you registered | | - -Click on the `Add Agent` Button to confirm. You will see an `Agent Added Successfully` message. This agent will be enlisted on your Agents management page now. - -You can also use the edit option given along with the Agent’s name to change details. - -
- -Edit Agent Screen - -
- -In case, the particular agent no longer works with you, you can use the `delete` button to delete the agent from the dashboard. - -
- -Delet Agent Screen - -
diff --git a/docs/user-guide/add-inbox-settings.md b/docs/user-guide/add-inbox-settings.md deleted file mode 100644 index eac104a3..00000000 --- a/docs/user-guide/add-inbox-settings.md +++ /dev/null @@ -1,71 +0,0 @@ ---- -title: "Add Inboxes" ---- - -An Inbox connects your website, or social media accounts like Facebook, Twitter, or chat platforms like WhatsApp, Line, and more with Chatwoot. - -You can have unlimited inboxes in your Chatwoot account. - -You can add an inbox to your account in any of the 3 ways described below. - -### I. Through your Welcome/onboarding screen - -You’ll see the option to connect your inboxes on the onboarding screen. - -Click on `Click here to create an inbox`, as shown in the screenshot below. - -
- -Chatwoot Home Screen - -
- -### II. Through your Settings screen - -On your Chatwoot dashboard, click on Settings → Inboxes. - -
- -Chatwoot Home Screen - -
- -### III. Through your home screen - -You can find the `+ New inbox` link on your home screen below the list of your inboxes. - -
- -Chatwoot Inbox Screen - -
- -### Start adding inboxes - -Once you reach the inbox screen, click on the button: “Add Inbox” which you will find at the top right hand corner of the page. - -Start selecting channels. You can see the list of supported channels on this screen. Eg: Website, Facebook, Twitter, WhatsApp, SMS, Email, API, Telegram, Line, etc. - -
- -Chatwoot Inbox Screen - -
- -Inboxes would be connected to the front end Widgets placed in Website or other channels. Related: [Setting up Widget](/docs/user-guide/setting-up-chatwootwidget). - - - -### Next steps - -Find the detailed steps to configure each channel below: - -- [Website channel](/docs/product/channels/live-chat/create-website-channel) -- [Facebook messenger channel](/docs/product/channels/facebook) -- [Twitter channel](/docs/product/channels/twitter) -- [WhatsApp channel](/docs/product/channels/whatsapp/whatsapp-cloud) -- [SMS channel](/docs/product/channels/sms/twilio) -- [Email channel](/docs/product/channels/email/create-channel) -- [Connect a channel using API](/docs/product/channels/api/create-channel) -- [Telegram channel](/docs/product/channels/telegram) -- [Line channel](/docs/product/channels/line) diff --git a/docs/user-guide/add-label-settings.md b/docs/user-guide/add-label-settings.md deleted file mode 100644 index e0d0ae5e..00000000 --- a/docs/user-guide/add-label-settings.md +++ /dev/null @@ -1,42 +0,0 @@ ---- -title: "Add Labels" ---- -Labels help you categorize conversations and prioritize them. You can assign a label to a conversation from the chat's side panel. - -Labels are tied to the account and can be used to create custom workflows in your organization. You can assign custom colors to a label, which makes it easier to identify the label. You will be able to display the label on the sidebar to filter the conversations quickly. - -To add labels, click on Settings on Chatwoot home screen. Go to Labels → Add Label button. - -
- -Chatwoot Dashboard home screen - -
- -You will see the screen (like shown below) where you can design your own label. - -As you add more labels, try to give them meaningful names as well as different colours to maintain distinction and clarity. - -
- -Chatwoot Add Label detail screen - -
- -| Field Name | Value | Remarks | -|------------------------|--------------------------------------------------------------------------|------------------------------------------------------------------------------------------| -| Label Name | Assign a Name for the label to identify the category | eg: Premium_Customer Only Alphabets, Numbers, Hyphen and Underscore are allowed | -| Description | Give a short description of what the label represents | eg: This Customer issue is to be resolved on priority | -| Colour | Select a colour for the label for easy identification | After Selection click on the small square again | -| Show Label on Sidebar | Select this option if you want the label to be displayed on the sidebar | This will help in easy identification of the conversations | - -Click on Create. The `Label added successfully` message will be displayed. -New Label has been created. You can create as many Labels as you need. Labels can be used across teams. - -
- -Chatwoot Label setting screen - -
- -You can edit or delete the Label as per your need. diff --git a/docs/user-guide/add-teams-settings.md b/docs/user-guide/add-teams-settings.md deleted file mode 100644 index 9bd6f176..00000000 --- a/docs/user-guide/add-teams-settings.md +++ /dev/null @@ -1,52 +0,0 @@ ---- -title: "Add Teams" ---- -Teams let you organize your agents into groups based on their responsibilities. A user can be part of multiple teams. You can assign conversations to a team when you are working collaboratively. - -To start adding teams, go to Settings → Teams → Create new team. - -
- -Chatwoot Dashboard Home Screen - -
- - -You will see the screen shown below. Add Teams as per your need. Create Teams and group the issues/tickets to several groups such that assigned agents need to work in relevant teams only. - -
- -Chatwoot Add Teams Details - -
- -| Field Name | Value | Remarks | -|------------------|-------------------------------------------------------------------------------|------------------------------------------------------------------| -| Team Name | Assign a name for the team | eg: Sales, Support | -| Team Description | Give a short description about the team | eg: Team to resolve queries related to sales of Hopkins products | -| Check box | Tick this box if you would like to auto assign the conversations in this team | If this is not ticked, the conversation will remain as unassigned. | - -Click on ‘Create Team’. - -The next step is to add agents to a team. - -Whenever a conversation is assigned to this team, all the added agents will be notified. - -Select the Checkboxes for Agents needed for this team. - -Click on ‘Add Agents’. Only these agents will be able to see these teams on their screen. - -
- -Add Agents to Teams Screen - -
-Click on 'Finish' on the next screen. - -You will be able to see the team added to your list of teams. You can edit or delete this team anytime you would like to. - -
- -Teams Create Finish Screen - -
diff --git a/docs/user-guide/applications.md b/docs/user-guide/applications.md deleted file mode 100644 index 2028bede..00000000 --- a/docs/user-guide/applications.md +++ /dev/null @@ -1,36 +0,0 @@ ---- -title: "Applications" ---- - -Under the Applications tab, we've already set up Dialogflow. This application will allow you to create automated responses in your conversation window. This way, you can let the bot handle the questions before handing them off to a customer service agent. - -On the Chatwoot home screen, go to 'Settings' -> Applications. Click on Configure button against Dialogflow. - -
- -Application Home Screen - -
- -The following window opens up. Click on the "Add a new hook" button on the right hand top side of the screen. - -
- -Application Add Screen - -
- -A new screen opens up where you can enter the Dialog flow ID and Key file that you already have registered. - -
- -Dialogflow detail screen - -
- - -| Field Name | Value | Remarks | -|-----------------------------|--------------------------------------------------------------------------------------|-------------------------------------| -| Dialogflow Project ID | Give a name for your project | | -| Dialogflow Project Key File | Give the key file name | | -| Select Inbox | Select the inbox from the drop down list to which you want to associate this project | eg: select 'User Documentation' Inbox | diff --git a/docs/user-guide/contacts.md b/docs/user-guide/contacts.md deleted file mode 100644 index 9e6ca625..00000000 --- a/docs/user-guide/contacts.md +++ /dev/null @@ -1,174 +0,0 @@ ---- -title: "Contacts" ---- - -Contacts section in Chatwoot contains the details of End Users/Customers that you have interacted with using Chatwoot Widget. -You can consider it as Customer Data Base. - -Click on Contacts on Home Screen. - -
- -Chatwoot Home Screen - -
- -A Screen will open which will have Contacts(if already added). Or else a blank screen where Contacts can be added. - -
- -Contacts Home Screen - -
- -Contacts can be added to the list in 3 ways. One is to add the contact yourself by clicking the New Contact button on the right hand side. - -
- -Add Contact Button Screen - -
- -Second way is to collect the contact information through [Pre chat forms](add-inbox-settings.md#pre-chat-form). - -You can find more details about configuring pre-chat form via this [guide](user-guide/features/pre-chat-form.md) - -
- -Chatwoot Widget Pre Chat Form - -
- -Third way is when the customer enters the email id in the Channel Greeting message. - -
- -Chatwoot Widget Channel Greeting Message screen - -
- -Once the contacts are available in your contact list, you can edit the details as and when needed. - -### Outbound conversations - -You can send outbound conversations from your contact page to the following conversation channels. - -- Website ( only to HMAC identified contacts ) -- Email -- SMS -- Whatsapp - -#### How to send outbound conversation? - -1. Click on the outbound conversation icon on the contact page -2. Select the conversation Inbox -3. Fill in the message contents -4. Click send - -
- -Sending outbound conversations - -
- - - -**Note:** When an agent creates the outbound conversation, the conversation will automatically assign to that agent. -### Contacts Notes - -Chatwoot has a dedicated page for adding notes to each contact in your directory. This allows you to add notes and important information to a specific contact. You can use this to manually log a call, email, or meeting you had with the customer. - -#### How to add a note to a contact? - -1. Click on Contacts menu item from the Chatwoot Dashboard. -2. Select a Contact from the list. (Click on the contact name) -3. Write down your note. -4. Click on the "Add" button or press `Cmd + Enter`. - -
- -Adding notes to your contacts - -
- -Chatwoot allows you to format and highlight your notes with Bold, italic and all other other basic formatting options. You can even add numbered or unordered lists. - -#### How to delete a contact note? - -Simply click on the delete icon on the right side of the note. - -
- -Delete notes from your contact - -
- -### Import Contacts - -Chatwoot allows you to bulk import contacts from a CSV file. To import contacts - -1. Navigate to Contacts page from the sidebar. -2. Click on the Import button on the top right corner. -3. Select the CSV file you would like to import to chatwoot, here's a sample [CSV file](https://staging.chatwoot.com/downloads/import-contacts-sample.csv) for reference. -4. Click on the Import button to upload the csv file to complete the process. - -Here's a quick demo of how the import works. - -
- -Import contacts to chatwoot from a csv file - -
- -### Search Contacts - -You can search all contacts by entering the name, email id or phone number in the search on top in the Chatwoot contacts screen. - -Search currently filters the contacts based on the name, email id or phone number. - -
- -Search all chatwoot contacts - -
- -### Filtering Contacts - -Chatwoot let's you apply advanced filters for your contacts. You will have the ability to filter contacts with multiple attributes at once and even query them with AND and OR operators. - -Chatwoot offers filtering contacts by the below attributes: - -1. Contact Name -2. Contact Email -3. Phone number -4. Contact Identifier -5. Country -6. City - -To filter contacts, click on the Filter button on the top right corner of the Chatwoot contacts screen. - -
- -Filter all chatwoot contacts - -
- - -Example - -To get all contacts who are not from "USA" and have name containing "John" - -1. Set the 1st filter type as "Name", the operator as "Contains" and the value as "John" -2. Click on "Add Filter" button -2. Set the 2nd filter type as "Country" as the filter type, "Not Equal to" as the operator and "United States of America" as the value. -3. Hit Submit, and the contacts list will now be filtered by the above criteria. - -
- -Filter all chatwoot contacts example - -
- -You can apply as many filters as you want, by combining them with AND and OR operators to create complex queries and funnel you list to specific needs. - -To clear the filters and go back to the original list, simply click on the "Clear Filters" button in the filters popup. diff --git a/docs/user-guide/conversation-workflow.md b/docs/user-guide/conversation-workflow.md deleted file mode 100644 index 5ba3ad3e..00000000 --- a/docs/user-guide/conversation-workflow.md +++ /dev/null @@ -1,326 +0,0 @@ ---- -title: "Conversation Workflow" ---- - -The customer initiates a conversation from the website front end - through the widget. - -For example: Customer types in 'hi' - -
- -Chatwoot Widget Screen - -
- -Automated response set in [channel greeting message](add-inbox-settings.md) will immediately be displayed on the screen as a reply. -In addition, two more automated messages will be sent by 'bot' to collect customer's information - email id - for further communication and [record](contacts.md). - -### Campaigns - -If the customer does not initiate conversation and you have enabled [Campaign message](add-inbox-settings.md#campaigns), the message will be displayed on the screen just above the widget to attract customer attention. - -
- -Campaign Message Display to End User - -
- -### Pre Chat Forms - -If we have enabled [Pre Chat forms](add-inbox-settings.md#pre-chat-form) in Inbox, as soon as the customer clicks on chat widget, the message requesting for name and e-mail id will appear on screen as below. - -
- -Chatwoot Widget Pre Chat Form - -
- -You can find more details about configuring pre-chat form via this [guide](user-guide/features/pre-chat-form.md) - -Now let us look at how this message is captured in the Agent Dashboard. - -### Conversations - -Go to the home screen of Chatwoot Agent Dashboard - -Chatwoot Dashboard Home Screen - -Click on Conversations. Then click on All. The conversation which the customer has initiated can be seen here. The details of the conversation open up in the right-hand side panel. - -### Assign Agent - -If the inbox has been created with 'auto assign' not clicked, the conversation will not be automatically assigned to any agent. -Click on the drop-box below Assigned Agent and select the Agent name. You can change the agents assigned here at any time. - -
- -Assign Agent to Conversation Drop Down - -
- -### Assign Team - -Click on the drop-box below Assigned Team and select the team to which this conversation belongs. - -
- -Assign Team to Conversation Drop Down - -
- -### Assign Labels - -Click on Add Labels below Conversation Labels and select the category to which this conversation belongs. - -
- -Assign Lable to Converesation Drop Down - -
- -### Assign Priority - -Click on the drop-box below Conversation Priority and select the priority of this conversation. You can read more about priority [here](/docs/user-guide/features/priority) - -
- -Actions done are recorded Chat screen - -
- -You can see in the screenshot that all actions done by you are seen in the chat window in Agent Dashboard. - -### Reply for the Conversation - -You can reply to the customer's conversation by typing in the Reply area. Shift+enter will enable you to start typing in a new line. - -
- -Chat Reply Window - -
- -Click on the Send button to send your message to the customer. - -Various options are there in the Reply area to enhance the messages. -Emoji Button This Button is to select and include Emoji in the message. -Attachment Button This Button is to select and include attachments in the message. -Rich Text Editor Button This Button enables to use the Rich Text Editor. Additional options appear on the Reply screen as shown below. - -
- -Chat Reply Window - -
- -Once the message is typed and edited, you need to tick the checkbox to send the message to the customer. Below is an example of how the message will look like when a Rich text editor is used. If you want to go back to normal text, click on the rich text editor button again. - -
- -Rich Text Edite Message Screen - -
- -### How to Send Canned Responses - -Suppose you wish to include already prepared [canned responses](/docs/user-guide/features/canned-responses) responses as reply, type '/' and give the short name of the message. An example is given below. Once you type '/', available canned responses will be listed and you can select from these. - -
- -Canned Response Selection Window - -
- -## Private Chat with Agents - -There is an option to discuss the customer's conversation with another fellow agent if you need some more clarification. This option is available just beside the Reply tab, named Private Note. - -
- -Private Note Window - -
- -Type '@' in the Private Note Window and all agents who have been added to this team will be listed. Select the agent and type in the message that you want to consult with this agent. - -
- -Agent Selection Screen - -
- -Click on Add Note to send the message. You can see a locked sign on the message that you sent. This message will not be visible to the customer. - -
- -Message to Agent Window - -
- -The second agent to whom the private chat is addressed, will recieve a notification in his account. - -
- -Chatwoot Home Screen - -
- -Replies sent by second agent will be visible in your private chat window. - - - -## Delete Message - -There is an option to delete the message which you have already sent. Click on the 3 dots(...) beside the sent message. -Option is available to copy or delete the message. -Click on Delete. The message will be deleted. - -
- -Delete Option for Chat Screen - -
- -## Sending E-mails - -Once the End user has provided their e-mail id through the conversation, Agent can send the chat conversation in email to the customer. -The email ID will be listed against the name of the Customer in the details window. The email ID will be automatically added to the Contacts also. - -
- -Customer email ID display screen - -
- -Click on the 3 dots on the top right hand side of the screen. There is an option to send transcript. Click on it. - -
- -Customer email ID display screen - -
- -A screen opens up with first option as 'Send the transcript to assigned agent' and second option as 'Send the transcript to another email address'. - -
- -Send Transcript options - -
- -An email can be send to agents in the team by selecting the first option. By selecting second option, and giving the email Id of the end user, the chat transcript can be send to the customer. - -
- -Send Transcript to Customer Option - -
- -Click on Submit. A message will be displayed "The chat transcript was sent successfully". The End user will recieve the chat transcript in his email inbox. - -## Sending Emails from Widget - -Once the conversation has been marked as 'Resolved' by the agent, an option will appear on the Chatwoot Widget as 'Request a conversation transcript'. Customer can click on this and record the conversation in email. - -
- -Chatwoot widget Send Transcript to Customer Option - -
- -If the Customer clicks on this, an email will be sent to Customer and a message will be displayed on top of the Widget as 'The chat transcript was sent successfully' - -
- -Chatwoot widget email sent message screen - -
- -## Transfering Agents - -You can transfer the ticket/issue to another agent by selecting a different agent from [Assign Agent option](conversation-workflow.md#assign-agent). The whole conversation will be visible to the newly selected agent. - -## Changing Conversation Status or setting Reminders - -### Conversation Statuses - -Chatwoot conversations can be toggled into the following statuses: - -**Pending** : The pending status is used by bot integrations in chatwoot to keep the conversations in a temporary state before the agent can start taking a look at it. Once the bot finishes triaging the conversation, It toggles the status into open. The agent can toggle back the conversation into this state if they want the conversation to be handled by the bot again. -This status is useful when your Chatwoot instance has [an Agent bot](/docs/product/others/agent-bots) or [Dialogflow integration](/docs/product/channels/live-chat/integrations/dialogflow) enabled. - -**Open** : The default conversation status in chatwoot for a new conversation unless a Bot Integration is enabled. These are conversations from customers waiting on a reply from the agent. - -**Snoozed** : If you don't have the full information to resolve a conversation and is expecting further replies, You can toggle the conversation in `snoozed` statues. This status is also helpful in cases where you need extra time to investigate about the issue and want to move the conversation away from your primary support queue. `Snoozed` status is also a helpful way to set reminders on a conversation that you want to get to later. - -The followed options are supported for `Snoozed`: - -- Snooze Until Next Reply -- Snooze Until Tomorrow -- Snooze Until Next Week - -**Resolved** : These are conversations which has been addressed and requires no further communication. The `Resolved` status is equivalent to closing the customer support ticket. - -### Workflow - -The agent can choose appropriate conversation status once the solution is conveyed to the customer. - -
- -Chatwoot Conversation Screen - -
- -The allowed options are given below: - -| Options | Actions | -| ----------------------- | ---------------------------------------------------------------------------------------------- | -| Mark as Pending | Change the issue to Pending status | -| Resolve | Change the issue to Close status | -| Reopen | Change the issue to Open status | -| Open | Change the pending issue to Open status | -| Snooze Until Next Reply | The issue will be set aside for now and status will change to open on next reply from customer | -| Snooze Until Tomorrow | The issue will be set aside for now and status will change to open on next day | -| Snooze Until Next Week | The issue will be set aside for now and status will change to open on next week | - -The Conversations can be selected and viewed as per their status on the Conversation section as below. - -
- -Conversation Status Section - -
- -**Note:** When an agent changes the conversation status to open, the conversation will automatically assign to that agent. - -## CSAT - -Once the ticket or conversation is marked as 'Resolved', if the [CSAT option](/user-guide/features/csat#enable-csat) is enabled, the survey will be sent to customer in the widget as below - -
- -Chatwoot Widget CSAT Screen - -
- -The response from the customer can be viewed in [CSAT section](/user-guide/features/reports/csat) in Reports. - -## Previous Conversations - -Once the conversation has been marked as resolved and CSAT has already been obtained - next time the same customer starts a new conversation, the Previous conversation associated with the customer will be shown on the screen. This will help the agent to understand the history of the customer's issue. - -
- -Chatwoot Conversation Window - -
- -Click on the name below the Previous Conversation and the details of the past conversation opens up as below. This can be used as reference for the agent. - -
- -Chatwoot Conversation Window - -
- -If there has been more than one conversation from the same customer, all will be listed under Previous Conversations. Agent can select which ones to view. diff --git a/docs/user-guide/features/ai-assist.md b/docs/user-guide/features/ai-assist.md deleted file mode 100644 index 63fbcead..00000000 --- a/docs/user-guide/features/ai-assist.md +++ /dev/null @@ -1,106 +0,0 @@ ---- -sidebar_label: "AI Assist" -title: "How to use AI Assist?" ---- - -The AI Assist is designed to provide agents to generate reply suggestions, improve draft content, and correct grammar, among other things. Overall, the AI Assist enables agents to handle more complex customer queries, provide more personalised support, and ultimately enhance customer satisfaction. - -![reply suggestion demo](./images/ai-assist/demo.gif) - -> Currently, we are using OpenAI as our AI provider, specifically the gpt-3.5-turbo model. However, we have plans to support more providers in the future. - -### How to setup AI Assist? - -**Step 1**. Go to the Chatwoot app and click on the Application in settings sidebar. - - -![integration](./images/ai-assist/integration.png) - - -**Step 2**. Click on Configure button in OpenAI. - - -![integration](./images/ai-assist/openai.png) - - - -**Step 3**. Create a new OpenAI key (You will be able to create key from your [openai](https://platform.openai.com/account/api-keys) account) and click on Connect account button - - -![integration](./images/ai-assist/open-ai-connect.png) - - -**Step 4**. Insert the OpenAI key and click on create button - - -![integration](./images/ai-assist/open-ai-api.png) - - - -You are done ;) - - -### Features currently supported by AI Assist: - -### Reply suggestions - -Reply suggestions provide agents with suggested replies based on the conversation history. These suggestions can help agents respond quickly and accurately to customer queries. - -### Fix spelling and grammar - -AI Assist can fix spelling and grammar errors in the agent's current draft, ensuring that the customer receives a professional and accurate message. - -### Expand - -AI Assist can expand on the agent's current draft, providing additional information and context to the customer. - -### Shorten - -AI Assist can shorten the agent's current draft, simplifying the message and making it easier for the customer to understand. - -### Change message tone to friendly - -AI Assist can change the tone of the agent's current draft to make it more friendly and approachable. - -### Use formal tone - -Alternatively, AI Assist can adjust the tone of the agent's current draft to make it more formal and professional. - -### Simplify - -AI Assist can simplify complex language and concepts, making the agent's response easier for the customer to understand. - -### Summarize - -AI Assist can summarize long messages from the customer, providing a brief and concise summary for the agent to review. This feature is only available in private editor. - - -## How to use the AI Assist - -You can toggle the AI assist by either selecting it from the command bar or clicking the AI Assist button inside the editor. - -![integration](./images/ai-assist/connect.png) - - - -To select a desired feature, simply click on it. - -![integration](./images/ai-assist/features.png) - - -Once you have clicked on an option, the Reply Suggestion with AI modal will open, displaying AI-generated content. To insert the content into the editor, click on the Use this suggestion button. - -![integration](./images/ai-assist/apply.png) - - -## **FAQs[](https://www.chatwoot.com/docs/user-guide/features/ai-assist#faqs)** - - -#### Are AI Assist results always accurate? - -The results may not always be accurate. While the AI Assist is designed to provide accurate suggestions, it is important for agents to review and verify the suggestions before sending them to customers. Additionally, we are continuously working on improving our AI Assist. - - -#### **Do you support any AI providers other than OpenAI** - -At the moment, we support only OpenAI. But we are planning to add more providers soon. diff --git a/docs/user-guide/features/audit-logs.md b/docs/user-guide/features/audit-logs.md deleted file mode 100644 index 1fa52ac4..00000000 --- a/docs/user-guide/features/audit-logs.md +++ /dev/null @@ -1,100 +0,0 @@ ---- -sidebar_label: "Audit Logs" -title: "Audit Logs" ---- - -Audit Logs is an Enterprise feature. This keeps a record of the activities occurring in your account, which you can track to audit your account, team, or services. Essentially, audit logs answer the four W's for you: - -- Who - -- What - -- When - -- Where - -Or, **who** did **what**, **when** and from **where**? - -## Where to find the Audit Logs within Chatwoot? - -**Step 1.** If the feature is available to you, you can find it by going to 'Settings' -> 'Audit Logs'. - -![Finding Audit Logs in Chatwoot UI](./images/audit-logs/finding-audit-logs.png) - -**Step 2.** Browse through your logs. Scroll down to find your desired entries or use the navigation to switch pages. - -Pro tip: Use `cmd/ctrl + F` to quickly search for a desired entry. - -You will find the entries under three headers: Activity, Time and IP Address. - -![Audit Logs example](./images/audit-logs/audit-logs.png) - -## Activities tracked through Audit Logs - -Whenever any of the following activities occurs within your account, an entry is created along with the date and timestamp, and the IP address. See the full list below. - -### User activity logs - -- *Name | Email* Changing self status to online, offline, busy - -- *Name | Email* signed in - -- *Name | Email* signed out - -- *Name | Email* changed the availability status of *Name | Email* to *online | offline | busy* - -- *Name | Email* invited the user *email* as an *agent | admin* - -- *Name | Email* changed the role of the user *email* to *agent | admin* - -### Account activity logs - -- *Name | Email* updated the account configuration. - -### Automation rule logs - -- *Name | Email* created a new automation rule (_#rule-id_) - -- *Name | Email* updated an automation rule (#rule-id) - -- *Name | Email* deleted an automation rule (#_rule-id_) - -### Macro logs - -- *Name | Email* created a new macro (#_macro-id_) - -- *Name | Email* updated a macro (#_macro-id_) - -- *Name | Email* deleted a macro (#_macro-id_) - -### Inbox logs - -- *Name | Email* created a new inbox (#_inbox-id_) - -- *Name | Email* updated an inbox (#_inbox-id_) - -- *Name | Email* deleted an inbox (#_inbox-id_) - -- *Name | Email* added *Name1 | Email1*, *Name2 | Email 2* to the inbox (#_inbox-id_) - -- *Name | Email* removed *Name1 | Email1*, *Name2 | Email 2* from the inbox (#_inbox-id_) - -### Webhooks logs - -- *Name | Email* created a new webhook (#_webook-id_) - -- *Name | Email* updated a webhook (#_webhook-id_) - -- *Name | Email* deleted a webhook (#_webhook-id_) - -### Team logs - -- *Name | Email* created a new team (#_team-id_) - -- *Name | Email* updated a team (#_team-id_) - -- *Name | Email* deleted a team (#_team-id_) - -- *Name | Email* added *Name1 | Email1*, *Name2 | Email 2* to the team (#_team-id_) - -- *Name | Email* remove *Name1 | Email1*, *Name2 | Email 2* from the team (#_team-id_) diff --git a/docs/user-guide/features/automations.md b/docs/user-guide/features/automations.md deleted file mode 100644 index 17fd64d2..00000000 --- a/docs/user-guide/features/automations.md +++ /dev/null @@ -1,80 +0,0 @@ ---- -title: "Automations" ---- - -Chatwoot automations will help you streamline your teams workflows, they will allow you to automate processes, repetitive tasks and save your time. You can do many things with automations, including assigning labels, teams and assigning conversation to the best agent. So the team focuses on what they do best and spends more little time on manual tasks. - -![Automations List](./images/automations/list.jpg) - -A chatwoot automation is made up of three things, an **Event**, **Conditions** and **Actions**. The Event is the trigger that will execute the respective automation rule. The Conditions are a list of criteria that will be checked before the action is executed. The Actions are a list of tasks that will be executed when the conditions are met. - -![Automations Flow](./images/automations/flow.png) - -## Automation Events - -Automation Events are triggers on when you want your automation executed. Chatwoot currently supports three kinds of events. - -1. Conversation created - this will trigger when a new conversation is created in your system. This will include conversations created by all channels. -2. Conversation updated - this will trigger when a conversation is updated. -3. Message created - this will be triggered when any new message inside a conversation is created. - -## Automation Conditions - -Conditions are a criteria that will be checked before the action is executed. The conditions are evaluated in the order they are defined. - -| Conversation Created | Conversation Updated | Message Updated | -| -------------------- | -------------------- | ---------------- | -| Conversation Status | Conversation Status | Message Type | -| Browser Language | Browser Language | Message Contains | -| Country | Country | | -| Referrer Link | Referrer Link | | -| | Assignee | | -| | Team | | - -## Automation Actions - -Actions are tasks/processes that are executed whenever respective conditions are met. - -Chatwoot currently supports the following actions: - -1. Assign conversation to a team. -2. Assign label to a conversation. -3. Send email to a team. - -## Creating Automations - -In order to create automation, you need to go to the Automations page, navigate there by clicking on the Settings icon on the Chatwoot sidebar and select `Automations`. - -Click on the `+ Add Automation Rule` button open the Automation creation modal. - -![Automations Create](./images/automations/create.jpg) - -1. Give your automation a name. -2. Add a description (optional). -3. Select an event. -4. Add conditions. -5. Add actions. - -You can chain multiple conditions with the `AND` or `OR` operator, like the below example. - -Example - Assigning a conversation to a team when the Browser language is france and Status is Open, when a new conversation is created. - -1. Add a name and a description -2. Select event as `Conversation Created` -3. Add two conditions and join them with the `AND` opeator, Condition 1 - `Conversation Status` as `Open` and Condition 2 - `Browser Language` as `Francais (fr)` from the dropdown. -4. Add an action - `Assign a team` and select the team `France sales` from the dropdown. (You need to create your team first) - -![Automations Create Example](./images/automations/create-example.jpg) - -## Editing Automations - -To edit an automation, click on the `Edit` icon from the automations list you want to edit. -![Automations edit](./images/automations/edit.gif) - -## Clone Automation - -To make a copy of an exisitng automation, just click on the clone icon from the automations list you want to copy. This will create an exact replica of the automation with the same conditions and actions. - -## Deleting Automations - -To delete an automation, click on the delete button from the list, note that this is permanent and cannot be undone. diff --git a/docs/user-guide/features/canned-responses.md b/docs/user-guide/features/canned-responses.md deleted file mode 100644 index 9e8149ed..00000000 --- a/docs/user-guide/features/canned-responses.md +++ /dev/null @@ -1,51 +0,0 @@ ---- -sidebar_label: "Canned Responses" -title: "Create common reply messages using canned responses" ---- - -Canned Responses are saved reply templates that are used to send out a reply to a conversation quickly. You can use canned responses to save replies to frequently asked questions, which will help reduce an agent's response time and productivity. An agent can access canned responses while chatting by typing **`/`** followed by the shortcode. - - -### Use a canned response in a conversation - -All canned responses are available for all agents in the account. To access canned responses while you chat with a customer, enter `/` followed by the shortcode in the text editor shown below, which will highlight the canned response with the shortcode. Then, press `Enter` key, and it will update the editor with the reply. - -use-canned-response - -### Add a new canned response - -Any agent/admin in the account can create/modify a canned response. To add a new canned response, navigate to the canned response settings by clicking on **Settings -> Canned Responses** from the sidebar. By default, there are no canned responses available in the account. - -![add-canned-response-button](./images/canned-responses/add-canned-response-button.png) - -Click on **Add Canned Response** button available on the top right corner of the page, which will open a modal as shown below. - -add-canned-response-modal - -The fields shown in the modal are described below. - -| Field Name | Description | -| -- | -- | -| Short Code | Enter a short code - minimum length of 2 characters. Shortcode is unique. You cannot create a canned response with the same shortcode twice in the account. | -| Content | Type in the message you want to send when the shortcode is entered on the chat. | - -Once you enter the details, click on the **Submit** button. If the request is successful, a message "Canned Response added successfully" will be displayed. - -**Note**: Canned responses are created by an agent is available to all agents/administrators in the account. - -### Modify a canned response - -To **update a canned response**, open the canned response list from **Settings -> Canned Responses**. All canned responses in your account will be available there. Click on the edit button as shown below, which will open a modal with prefilled information. You can edit both the shortcode and the message. Click on **Submit** to save the changes. Click on **Cancel** if you want to discard the changes. - -add-canned-response-modal - -add-canned-response-modal -

- -To **delete a canned response**, click on the delete button as shown below. A confirmation modal will be displayed. Click on **Yes, delete** to continue with the deletion. - -add-canned-response-modal - - - -**Note**: The canned response supports the template variables. See [this guide](/docs/user-guide/features/template-variables) to learn more about adding template variables. diff --git a/docs/user-guide/features/commandbar.md b/docs/user-guide/features/commandbar.md deleted file mode 100644 index e3dc0863..00000000 --- a/docs/user-guide/features/commandbar.md +++ /dev/null @@ -1,66 +0,0 @@ ---- -title: "Commandbar" ---- - -Chatwoots command bar will help you navigate more seamlessly around Chatwoot dashboard and optimize you workflow with a new host of commands starting with a single shortcut - `⌘ + K` on macOS and `Ctrl + k` on Windows and Linux from anywhere in the Chatwoot dashboard. You can quick navigate to Reports, Settings etc. You can also execute time savings actions on conversations like Resolve, Snooze, Email transcript, assign agent etc, without moving from the keyboard. - -![commandbar](./images/commandbar/commandbar.png) - -## Opening the command bar - -Open the command using one of the following keyboard shortcuts: - -- Windows and Linux: `Ctl k` -- Mac: `Cmd k` - -## Fast Navigation - -With the command bar, you can quickly navigate to Reports, Settings, and more. You can simply start searching for the page you want to navigate and press enter to go there. - -![commandbar-navigation](./images/commandbar/navigation.gif) - -#### Quick navigations available - -- Dashboard Home -- Contacts -- Reports - - Agent Repotrts - - Label Reports - - Inbox Reports - - Team Reports -- Settings - - Agent Settings - - Team Settings - - Label Settings - - Canned Response Settings - - Application Settings - - Account Settings - - Profile Settings -- Notifications - -## Conversation Actions - -The commandbar is **aware** of where you are in the Chatwoot dashboard and it intelligently suggests you commands that help you be more productive and fast. You can execute actions on conversations like Resolve, Snooze, Email transcript, assign agent etc, without moving from the keyboard. - -The commands suggested will also be aware of the conversation status. For example, if a conversation is closed, it will suggest you to reopen it. - -![commandbar-conversation-actions.gif](./images/commandbar/conversation-actions.gif) - -#### Commands available - -- Resolve/Reopen the conversation -- Mute/Unmute conversation -- Send an email transcript -- Assign conversation to an agent -- Assign conversation to a team -- Add label to the converation -- Snooze the conversation - -#### Assigning an agent -1. Open the command bar -2. Search for Assign agent and press enter -3. Select the agent you want to assign the conversation to. - -![commandbar-assign-agent.gif](./images/commandbar/assign-agent.gif) - -Similarly you can also assign a team, label to the conversation. diff --git a/docs/user-guide/features/csat.md b/docs/user-guide/features/csat.md deleted file mode 100644 index c3b90404..00000000 --- a/docs/user-guide/features/csat.md +++ /dev/null @@ -1,25 +0,0 @@ ---- -title: "CSAT" ---- - -The CSAT(Customer satisfaction score) generally represents how happy customers are with your product or service or specific experience. CSAT is one of the critical customer satisfaction metrics in Chatwoot that any customer-facing business should monitor. When an agent resolves the conversation, Chatwoot sends a survey to your customers for rating and feedback. - -It's calculated by asking a question, such as "Rate your conversation" There's a corresponding survey emoji scale. After submitting the rating, the customer can give more feedback which is optional. - -#### CSAT in website inbox - -![csat-web-widget](./images/csat/csat-web-widget.png) - -#### CSAT in non-website inbox - -![csat-non-web-channels](./images/csat/csat-non-web-channel.png) - -### Enable CSAT - -To enable/disable CSAT, navigate to the inbox settings (CSAT is disabled default) - -![enable-disable-csat](./images/csat/enable-disable-csat.png) - -### How to analyze CSAT - -You can view a [report](/user-guide/features/reports/csat) of your conversation ratings to monitor your support team’s performance, as well diff --git a/docs/user-guide/features/custom-attributes.md b/docs/user-guide/features/custom-attributes.md deleted file mode 100644 index f008061f..00000000 --- a/docs/user-guide/features/custom-attributes.md +++ /dev/null @@ -1,129 +0,0 @@ ---- -title: "Custom Attributes" ---- - -Chatwoot supports custom attributes other than standard data attributes (a default set of data about your conversations/contacts like Name, Email, Location, etc.). A custom attribute tracks facts about your contacts/conversations. The custom attribute can be anything, E.g.: - -- Subscription plan -- Subscribed date -- Signup date -- Most ordered item -- Ordered product link -- Last transaction date - -> The only difference between custom and standard attributes is standard data attributes automatically get updated. - -Custom data attributes are the information you attached to conversation/customers, like how many times they've ordered a product, when they signup, or what plan they're on. So you can set whatever attributes you want to understand your customer/conversation better, and it will all show in Chatwoot. - -### Add a new custom attribute - -To add a new custom attribute, navigate to the Custom Attributes by clicking on **Settings -> Custom Attributes** from the sidebar. - -![custom-attribute-list](./images/custom-attributes/add-action.png) - -Click on **Add custom attributes** button available on the top right corner of the page, which will open a modal as shown below. - -![add-custom-attribute](./images/custom-attributes/add.png) - -These are the inputs required to create the custom attribute: - -
- -| Input | Description | -| ------------ | --------------------------------------------------------------------------- | -| Applies to | Attribute type (Conversation/Contact) | -| Display name | Act as a label while rendering custom attribute | -| Description | Description about the custom attribute | -| Type | Type of data it will store. Currently supports Text, Number, Link, and Date | -| Key | Unique identifier attach to the custom attribute | - -
- -> You cannot create a custom attribute with the same key twice in the account. - -Once you enter the details, click on the **Create** button. If the request is successful, a message "Custom attribute added successfully" will be displayed. - -### Conversation custom attributes - -#### 1. Set attributes via SDK method - -You can set custom attributes for each conversation using the SDK using the `setConversationCustomAttributes` method and also delete the attribute using the `deleteConversationCustomAttribute` method. You can read more about setting conversation attributes [here](/product/channels/live-chat/sdk/setup/#for-a-conversation). - -#### 2. Set attributes via contact side panel - -After creating conversation custom attribute, you will be able to add these attribute to the conversation via conversation sidebar. - -![add-conversation-attribute](./images/custom-attributes/add-conv-attribute.png) - -It will open a attribute dropdown selector, then select the attribute that you want to add - -![add-conversation-attribute](./images/custom-attributes/select-attribute.png) - -Enter a valid value click on the Create button. If the request is successful, a message "Attribute added successfully" will be displayed. - -![add-conversation-attribute](./images/custom-attributes/focus-attribute.png) - -Also you could able see the actions like edit/delete/copy by hovering on the attribute. - -![attribute-actions](./images/custom-attributes/attribute-actions.png) - -### Contact custom attributes - -There two ways for setting custom attributes for contacts - -#### 1. Set attributes via SDK method - -To set a contact custom attributes call `setCustomAttributes` method as follows, - -```js -window.$chatwoot.setCustomAttributes({ - key: value, - // Key is a unique identifier which is already defined while creating a custom attribute - // Value should be based on type (Currently support Number, Date, String and Number) - // Double-check that your keys always have a JSON-valid value - // You need to flatten nested JSON structure while using this function -}); -``` - -Ex: - -```js -window.$chatwoot.setCustomAttributes({ - plan: "premium", - signUpDate: new Date(), -}); -``` - -You can view these attributes in the contact side panel - -To delete a custom attribute, use `deleteCustomAttribute` as follows - -```js -window.$chatwoot.deleteCustomAttribute("attribute-key"); -``` - -Ex: - -```js -window.$chatwoot.deleteCustomAttribute("signUpDate"); -``` - -> Prior to version v1.22 , all the attributes rendered as text. Please create new definition to display the value properly - -#### 2. Set attributes via contact side panel - -After creating contact custom attribute, you will be able to add these attribute to the contact via conversation/contact sidebar. - -![add-contact-attribute](./images/custom-attributes/add-contact-attribute.png) - -It will open a attribute dropdown selector, then select the attribute that you want to add - -![add-contact-attribute](./images/custom-attributes/select-contact-attribute.png) - -Enter a valid value, click on the Create button. If the request is successful, a message "Attribute added successfully" will be displayed. - -![add-contact-attribute](./images/custom-attributes/focus-contact-attribute.png) - -Also you could able see the actions like edit/delete/copy by hovering on the attribute. - -![contact-attribute-actions](./images/custom-attributes/contact-attribute-actions.png) diff --git a/docs/user-guide/features/folders.md b/docs/user-guide/features/folders.md deleted file mode 100644 index e12fd0a2..00000000 --- a/docs/user-guide/features/folders.md +++ /dev/null @@ -1,39 +0,0 @@ ---- -title: "Folders" ---- - -Chatwoot lets users sort and filter conversations based on different categories using advanced filters. And now, we can save them as folders, and they will be displayed in the secondary sidebar as folders. This feature will help users custom save different conversations on users' views. - -You can click on the filter icon at the top of the conversation list panel. - -![filter-modal](./images/folders/filter-modal.png) - -Now you can see the filters popup, which lets you select the filter type, the operator (equal to, not equal to, present, not present) and the value. - -![apply-filter-button](./images/folders/apply-filter-button.png) - -### Save a new folder - -After applying the filter, it will fetch all conversations based on given values. And now you can see the **save icon** at the top of the conversation list panel and click the save button, as in the attached image below. - -![open-save-folder-modal](./images/folders/open-save-folder-modal.png) - -Now you can see a modal popup, ask **Do you want to save this filter?**. Give a name for the filter and click the **save filter** button. It will save the filter and open the folder you have saved last. - -![save-folder-modal](./images/folders/save-folder-modal.png) - -### Select a saved folder - -The folder name you saved above will be **displayed** in the secondary sidebar as in the bellow image. By clicking the **folder**, it will fetch all the conversations you saved above. - -![saved-folder-list](./images/folders/saved-folder-list.png) - -### Delete a saved folder - -If you want to **delete** the saved folder, you can delete it by clicking the **bin icon** at the top of the conversation list panel will open a modal. - -![open-delete-folder-modal](./images/folders/open-delete-folder-modal.png) - -Now you see a modal that shows **Confirm Deletion** if you click **No, Keep it**, it will close the modal go back to folder view, or if you click **Yes, Delete**, it will delete the view. 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5b8620a9..00000000 Binary files a/docs/user-guide/features/images/variables/undefined-variables.png and /dev/null differ diff --git a/docs/user-guide/features/images/variables/variable-demo.gif b/docs/user-guide/features/images/variables/variable-demo.gif deleted file mode 100644 index b13f82af..00000000 Binary files a/docs/user-guide/features/images/variables/variable-demo.gif and /dev/null differ diff --git a/docs/user-guide/features/images/variables/variable-list.png b/docs/user-guide/features/images/variables/variable-list.png deleted file mode 100644 index 647e526b..00000000 Binary files a/docs/user-guide/features/images/variables/variable-list.png and /dev/null differ diff --git a/docs/user-guide/features/insert-articles.md b/docs/user-guide/features/insert-articles.md deleted file mode 100644 index 8ed23b70..00000000 --- a/docs/user-guide/features/insert-articles.md +++ /dev/null @@ -1,30 +0,0 @@ ---- -title: "How to insert articles into replies" -sidebar_label: "Insert Articles" ---- - -First, navigate to the portal settings and scroll down to the bottom of the settings tab. You'll find a selection input for the help center that includes all portals in your account. Select the portal you wish to integrate with the inbox. Once this is done, proceed to the conversations page. - -Note: At a time only one portal can be connected to the inbox. Articles from the same portal will be shown in the widget under popular articles. - -![Portal selector option in inbox settings](./images/insert-articles/portal-select.png) - -In the reply editor, you'll find the "Insert Article" button at the bottom panel (next to the AI assist/signature button). - -![Button to open the reply insert modal](./images/insert-articles/insert-article-button.png) - -Clicking this button will open a modal allowing you to search for articles. By default, the modal will display popular articles. - -![Modal to search and show the popular articles ](./images/insert-articles/insert-article-search.png) - -As you search for articles, the results will appear. - -![Search results](./images/insert-articles/insert-article-result.png) - -Clicking on a title in the search results will open an article preview within the modal. You can insert the article's link directly into the reply box by clicking the "Insert" button. The icon next to the insert button allows you to copy the article's link. - -![Preview of an article from the results](./images/insert-articles/article-preview.png) - -Finally, click the "Insert Link" button to add articles to your response. - -![Editor with the inserted article link](./images/insert-articles/article-in-editor.png) \ No newline at end of file diff --git a/docs/user-guide/features/keyboard-shortcuts.md b/docs/user-guide/features/keyboard-shortcuts.md deleted file mode 100644 index 15d93436..00000000 --- a/docs/user-guide/features/keyboard-shortcuts.md +++ /dev/null @@ -1,34 +0,0 @@ ---- -title: "Keyboard Shortcuts" ---- - -Chatwoot has several keyboard shortcuts that perform operations that help you to navigate through the different dashboards and make some actions more efficient with the help of the keyboard. - -To display a list of available keyboard shortcuts, press **CMD + / (Win + / on Windows)** or by selecting from profile settings dropdown. - -![keyboard-shortcuts-list](./images/keyboard-shortcuts/keyboard-shortcuts.gif) - -Here are some keyboard shortcuts we use at Chatwoot: - -
- -| On Mac | On Windows | Description | -| ----------------- | --------------------- | --------------------------------------------------------------------- | -| ⌥ + J **/** ⌥ + K | Alt + J **/** Alt + K | Open conversation or Toggle (up and down) conversation from the list. | -| ⌘ + ⌥ + E | Win + Alt + E | Resolves the current conversation and open the next conversation. | -| Up **/** Down | Up **/** Down | Helps to navigate dropdown items up and down. | -| Option + E | Alt + E | Resolves the current opened conversation. | -| Option + C | Alt + C | Toggle to the Conversation dashboard page. | -| Option + V | Alt + V | Toggle to the Contacts dashboard page. | -| Option + R | Alt + R | Toggle to the Reports dashboard page. | -| Option + S | Alt + S | Toggle to the Settings dashboard page. | -| Option + A | Alt + A | Add an attachment to the editor. | -| Option + O | Alt + O | Toggle (open and close) conversation sidebar. | -| Option + N | Alt + N | Move to the next tab in the conversation list. | -| Option + B | Alt + B | Switch to the next conversation status. | -| Option + P | Alt + P | Switch to Private Note in editor. | -| Option + L | Alt + L | Switch to Reply editor. | -| Option + W | Alt + W | Toggle Rich Content editor. | -| Option + M | Alt + M | Toggle (open and close) snooze dropdown. | - -
diff --git a/docs/user-guide/features/multilingual-support.md b/docs/user-guide/features/multilingual-support.md deleted file mode 100644 index 008f89a7..00000000 --- a/docs/user-guide/features/multilingual-support.md +++ /dev/null @@ -1,69 +0,0 @@ ---- -title: "Multilingual support" ---- - -Chatwoot natively supports 25+ different languages. The section below describes how you can configure the Chatwoot dashboard and live-chat widget to work with different languages. - - -### Supported languages - -This table shows the languages supported in Chatwoot and the corresponding shortcodes (derived from [ISO 639 language codes](https://en.wikipedia.org/wiki/List_of_ISO_639-1_codes)). - -| Language | Short Code | -| -- | -- | -| English (en) | en | -| العربية (ar) | ar | -| Nederlands (nl) | nl | -| Français (fr) | fr | -| Deutsch (de) | de | -| हिन्दी (hi) | hi | -| Italiano (it) | it | -| 日本語 (ja) | ja | -| 한국어 (ko) | ko | -| Português (pt) | pt | -| русский (ru) | ru | -| 中文 (zh) | zh | -| Español (es) | es | -| മലയാളം (ml) | ml | -| Català (ca) | ca | -| ελληνικά (el) | el | -| Português Brasileiro (pt-BR) | pt_BR | -| Română (ro) | ro | -| தமிழ் (ta) | ta | -| فارسی (fa) | fa | -| 中文 (台湾) (zh-TW) | zh_TW | -| Tiếng Việt (vi) | vi | -| dansk (da) | da | -| Türkçe (tr) | tr | -| čeština (cs) | cs | -| suomi, suomen kieli (fi) | fi | -| Bahasa Indonesia (id) | id | -| Svenska (sv) | sv | -| magyar nyelv (hu) | hu | -| norsk (no) | no | -| 中文 (zh-CN) | zh_CN | -| język polski (pl) | pl | - -### Update language in the live-chat widget - -As described in the [SDK setup guide](/docs/product/channels/live-chat/sdk/setup), you can configure the locale in the live-chat widget either by passing it in the `chatwootSettings` or by calling the `setLocale` method. Provide the shortcodes available in the table above in these methods. - - -```js -// Pass via window.chatwootSettings -window.chatwootSettings = { - locale: 'pt_BR', - // .. rest of the settings -} - -// Using setLocale method -window.$chatwoot.setLocale('pt_BR') -``` - -### Update language in the dashboard - -To update the language in the dashboard, log in as an administrator. Click on the **Settings**, navigate to **Account Settings**. You will be able to see the **Site Language** setting available in the options. Change it to the language of your choice. Click on the **Update Settings** button. - -![account-settings](./images/multilingual-support/account-settings.png) - -**Note:** Changing the language as per the above instruction would change the default language for all agents/administrators in the system. At the moment, Chatwoot does not support language selection at the agent level. Also, note that this language would be used as the fallback language for the live-chat widget. diff --git a/docs/user-guide/features/notifications.md b/docs/user-guide/features/notifications.md deleted file mode 100644 index 14de987e..00000000 --- a/docs/user-guide/features/notifications.md +++ /dev/null @@ -1,69 +0,0 @@ ---- -title: "Notifications" ---- - - -### Audio Notifications -In this section, the user can set Audio Notifications for the conversations. - - - -Select "None" to disable audio notifications. -Select "Assigned conversations" to be notified of conversations assigned to you. -Select "All conversations" to be notified of all conversations. - -### Email Notifications Section -In this section, the user can set Email Notifications for the conversations. - - -Users can make multiple selections for the various choices provided, which will help them follow the assigned conversations closely. - -- Send email notifications when a new conversation is created: when a new conversation is created, you will receive an email notification. - -- Send email notifications when a conversation is assigned to me: when a conversation is assigned to you by another agent or Admin, you will receive an email notification. - -- Send email notifications when you are mentioned in a conversation: when you are mentioned in a chat with "@your mail id", you will receive an email notification. - -- Send email notifications when a new message is created in an assigned conversation: a conversation has been assigned to you and might have been inactive for a few days. When a new message is typed in the conversation window, you will receive an email notification. - - -### Push Notifications Section -In this section, the user can set Push Notifications for the conversations - - - -Users can make multiple selections for the various choices provided, which will help them follow the assigned conversations closely. - -- Send push notifications when a new conversation is created: when a new conversation is created, you will receive a notification. - -- Send push notifications when a conversation is assigned to me: when a conversation is assigned to you by another agent or Admin, you will receive a notification. - -- Send push notifications when you are mentioned in a conversation: when some agent starts a private chat with you, addressed as "@your mail id", you will receive a notification. - -- Send push notifications when a new message is created in an assigned conversation: A conversation has been assigned to you and might have been inactive for a few days. When a new message is typed in the conversation window, you will receive a notification. - - -### Access Token Section - -This section will autogenerate a Token that can be used in API-based Integration. - - - -Users can directly Copy the Token and paste it into the [code](https://www.chatwoot.com/developers/api/). diff --git a/docs/user-guide/features/pre-chat-form.md b/docs/user-guide/features/pre-chat-form.md deleted file mode 100644 index 5021b4ab..00000000 --- a/docs/user-guide/features/pre-chat-form.md +++ /dev/null @@ -1,35 +0,0 @@ ---- -sidebar_label: "Pre Chat Form" -title: "Collect the contact/conversation information through a form" ---- - -Pre chat form is used to collect information about contact/conversation before initiating a conversation. The Pre chat form is available only in website live chat. - -There are two types of fields that come under the pre-chat form. - -1. **Standard fields**: These are the primary contact fields. E.g., Email, Phone number and Full name. - -2. **Custom fields**: These are the fields that are created via [custom attributes](/docs/user-guide/features/custom-attributes) - -All the fields would be displayed under the pre-chat form settings by default. The admin will be able to do the following. - -- Enable/disable fields -- Change the order of fields -- Update label/placeholder -- Enable/Disable validation - -pre-chat-settings - -The fields shown in the table are described below. - -| Field Name | Description | -| ----------- | ------------------------------------------------------------- | -| Key | Field unique identifier | -| Type | Type of the field (Text, List, Number, Date, Link, Boolean) | -| Required | Is the field required or not | -| Label | The label that will be displayed to the visitor on the widget | -| Placeholder | The placeholder value | - -Once the pre-chat form is enabled, it would show a form like the one below when someone starts a conversation. - -widget-pre-chat-form diff --git a/docs/user-guide/features/priority.md b/docs/user-guide/features/priority.md deleted file mode 100644 index 054b9762..00000000 --- a/docs/user-guide/features/priority.md +++ /dev/null @@ -1,54 +0,0 @@ ---- -sidebar_label: "Priority" -title: "Assigning a priority" ---- - -Prioritizing conversations is essential for managing your workload effectively, ensuring that you address urgent issues promptly while still handling less critical matters efficiently. Chatwoot's priority feature allows you to assign a priority level to each conversation, making it easy to identify which conversations require immediate attention and which ones can wait. - -There are four options available to you: - -- Low -- Medium -- High -- Urgent - -You can quickly assign a priority to each conversation based on its importance and urgency. - -## Setting a priority - -You can assign a priority from the sidebar, just like you assign teams and labels, see the screenshot below for the steps. - -A screenshot with numbered steps showing how to assign a priority - -Once assigned you can see the priority in the conversation list, as well as an activity in your conversation area as shown below - -A screenshot highlighting how priority is visible in the Chatwoot UI - -You can also set the priority from the context menu, just right click on the conversation and set the priority. - -A screenshot show how priority can be assigned from the context menu - -You can also set the priority from the command palette. Open the command palette using CMD + K or Ctrl + K and type "Assign priority" and hit enter. You will find the list of options, select the one that is most relevant and hit enter again. - -A screenshot show how priority can be assigned using the command palette - -:::tip -### How to make the most out of the feature? - -1. Use the "Urgent" priority judiciously. It should be assigned to the most pressing issues where it is supposed to be handled over everything else. - -2. Use automation rules to assign priority based on conditions. For example, you can automatically mark any conversation as urgent if an email subject contains the word security -:::tip -## FAQs - -#### Do you support custom priorities? - -Chatwoot does not allow for customized or overly specific priorities. We intentionally designed it this way to avoid the pitfalls of excessive complexity, which can make it more challenging to establish priorities effectively and ultimately lead to lesser or no extra value over the current system. The best workaround this is to use labels or custom attributes. - -#### Does conversation priority work with automation rules? - -Yes, it is possible to assign a priority via automation rules, a priority change condition also exists on the automation rules. - -#### Can I create a macro with priority? - -Yes, just create a new one or edit an existing macro, and add the step "Change Priority" and save it. diff --git a/docs/user-guide/features/reports/csat.md b/docs/user-guide/features/reports/csat.md deleted file mode 100644 index 415788b8..00000000 --- a/docs/user-guide/features/reports/csat.md +++ /dev/null @@ -1,81 +0,0 @@ ---- -title: "CSAT Reports" ---- - -If you have enabled CSAT surveys in your inboxes, you can analyze the results using the CSAT report. - -**To view the CSAT Report, go to Reports → CSAT.** This is what it looks like: - -
- -CSAT Report Screen - -
- -## Customizing CSAT Reports - -CSAT reports can be filtered by the following metrics. - -### Duration - -You can select the duration you want to see the report for. By default, this is set for the last 7 days. - -
-Chatwoot Home Screen -
- -### Agents - -You can analyze the CSAT reports for particular agents only. Select one or more agent names from the dropdown. - -
-Chatwoot Home Screen -
- -## Metrics in the CSAT Report - -### Quick Overview - -The upper half of your report will show metrics like this screenshot. - -
-Chatwoot Home Screen -
- -The following list explains what each metric means. - -#### Total responses - -This is the total number of responses received on your CSAT surveys, during the selected period and for the selected agent or agents. - -#### Satisfaction score - -This is the mean satisfaction score the survey takers gave, calculated using the following formula. - -**`(Total number of positive ratings/Total number of responses) * 100`** - -#### Response rate - -This indicates the proportion of customers that responded to the CSAT surveys sent. It is calculated using the following formula. - -**`(Total number of responses/Total number of CSAT survey requests sent) * 100`** - -#### Emoji scale - -Whenever a CSAT survey is requested from a customer, they are asked to rate their experience on an emoji scale like this: - -
-Chatwoot Home Screen -
- -The emoji scale metrics that you see on your CSAT report show how many people (in percentage) used which emoji to rate their experience. - -### Details of responses - -The lower half of your report will list all the responses received. For eg., The screenshot below lists the CSAT survey responses received for agent Pranav Raj. - -
-Chatwoot Home Screen -
- -Tip: You can click on a conversation ID to jump to the associated conversation. diff --git a/docs/user-guide/features/reports/others.md b/docs/user-guide/features/reports/others.md deleted file mode 100644 index 42625ccd..00000000 --- a/docs/user-guide/features/reports/others.md +++ /dev/null @@ -1,165 +0,0 @@ ---- -title: "Other Reports" ---- - -In Chatwoot, your **Conversations, Agents, Labels, Inbox, and Team reports** can all be interpreted using the same metrics. A typical report looks like the following screenshot, with a graph for each of the metrics. - -
-CSAT Report Screen -
- -What each report means and what these metrics are is explained in the following paragraphs. - -## Types of Reports - -### Conversations Report - -With the Conversations Report, you can learn significant metrics about the health of your conversations, like the volume of messages, First Response Time, Resolution Time, Resolution Count, etc. - -### Agents Report - -With the Agents Report, you can learn significant metrics about your agents, like who handles what volume of messages, what is their First Response Time, Resolution Time, Resolution Count, etc. - -### Labels Report - -Label reports are like Conversations reports but grouped by labels. - -### Inbox Report - -With the Inbox Report, you can learn significant metrics about your inboxes, like which inbox receives how many messages, what is their First Response Time, Resolution Time, Resolution Count, etc. - -### Team Report - -With the Team Report, you can learn significant metrics about your teams, like which one receives how many messages, what is their First Response Time, Resolution Time, Resolution Count, etc. - -## How to open a report? - -Look for the “Reports” button on your dashboard's leftmost sidebar. You’ll see the list of available reports when you click on it. Click on any one to view it. - -
-Chatwoot Home Screen -
- -## Customizing Reports - -All types of reports listed above can be categorized by the same metrics. Each option is explained in the following paragraphs. - -### Duration - -You can select the duration you want to see the report for. By default, this is set for the last 7 days. - -
-Chatwoot Home Screen -
- -### Grouping of data - -Once you select the duration, you can select how to group your data. Each date range has a different group by the filter. The date range to group by filter mapping is given in the table below. - -
-Chatwoot Home Screen -
- -
-Chatwoot Home Screen -
- -### Metrics - -Every graph shows the trend for the specific metric. Here is what each metric means: - -#### Conversations - -This graph shows the total conversations received during the selected period. - -If the data has been grouped by day, the graph displayed on this tab will show the total number of conversations received on each day within the selected period. - -By hovering the mouse over a specific point on the graph, you can view the exact number of conversations that occurred on that day. In the following example screenshot, you can see that on 25 Aug, 30 conversations occurred. - -
-Chatwoot Home Screen -
- -This information can be used to understand the volume of customer interactions and identify patterns or trends in customer behavior. - -#### First Response Time - -This graph shows the average time taken to give a first response to a customer conversation. - -By hovering the mouse over a specific point on the graph, you can view the exact average time taken for first response and the number of conversations used for the calculation on that day. In the following example screenshot, on 4 Sep, the average First response time was 5 Days & 19 Hours, based on 43 conversations. - -
-Chatwoot Home Screen -
- -This information can be used to understand the efficiency of the customer service team in responding to customer inquiries and identify areas for improvement. - -#### Customer waiting time - -This graph shows the duration of time a customer waited for a response from an agent. - -If the data has been grouped by day, the graph displayed on this tab will show the total number of conversations received on each day within the selected period. - -By hovering the mouse over a specific point on the graph, you can view the average waiting time on that day based on the number of conversations received that day. In the following example screenshot, you can see that on Aug 29, the waiting time was 11 hours & 22 minutes, based on 11 conversations. - -
-Chatwoot Home Screen -
- -#### Resolution Time - -This graph shows the average time taken to resolve a particular conversation with a customer. - -By hovering the mouse over a specific point on the graph, you can view the exact average time taken for resolving conversations and the number of conversations used for the calculation of resolution time on that day. In the following example screenshot, on 26 Aug, average Resolution time was 7 Days & 10 Hours, based on 7 conversations. - -
-Chatwoot Home Screen -
- -#### Resolution Count - -This graph shows the number of conversations resolved on the selected days. - -
-Chatwoot Home Screen -
- -#### Messages received - -This graph shows the number of messages received during the selected period. - -By hovering the mouse over a specific point on the graph, you can view the number of incoming messages that occurred on that day. In the following example screenshot, you can see that on 12 Aug, 91 messages were received. - -
-Chatwoot Home Screen -
- -#### Messages sent - -This graph is similar to the Messages received graph, except that it specifically shows the messages that were **_sent_** from the account instead of the incoming messages. - -
-Chatwoot Home Screen -
- -### Trend - -The trend shows the percentage of increase or decrease in the metric data. This is given with every graph. It compares the current time period with the previous time period to provide valuable insights. For example, when analyzing the number of conversations for a specific week, the Trend metric would compare this week's numbers with the numbers from the previous week. - -It is displayed on the right side of each metric in the report. The formula used for calculating the trend is given below. - -**`trend = ((current - previous)/previous)*100`** - -
-Chatwoot Home Screen -
- -### Adjusting reports for Business Hours - -Toggle on the switch at the top-right corner of your screen to adjust the report’s metrics for business hours. - -Business hours are used to configure the team's availability in each channel. If Business hours are enabled, report data would be calculated based on the business hours. Refer here to set up business hours. - -
-Chatwoot Home Screen -
diff --git a/docs/user-guide/features/reports/overview.md b/docs/user-guide/features/reports/overview.md deleted file mode 100644 index c15b5395..00000000 --- a/docs/user-guide/features/reports/overview.md +++ /dev/null @@ -1,57 +0,0 @@ ---- -title: "Overview Reports" ---- - -The Overview page is a real-time update of what is happening in your account––how many conversations are open, which agents are available, etc. - -**To view the Overview Report, go to Reports → Overview.** This is what it looks like: - -
-Chatwoot Home Screen -
- -## Metrics in the Overview Report - -### Open conversations - -This shows the number of conversations on your account that are currently: - -- **Open** - Ongoing customer interactions. - -- **Unattended** - Unattended customer conversations. - -- **Unassigned** - Conversations waiting to be assigned an agent. - -
-Chatwoot Home Screen -
- -### Agent status - -This shows the availability status of agents, categorized by: - -- Online - -- Busy - -- Offline - -
-Chatwoot Home Screen -
- -### Conversation traffic - -This heatmap shows what times of the day are the busiest for the last 7 days. Each cell represents the number of conversations received as a color shade; hovering over a cell will show the number of conversations received for that hour of the day. - -
-Chatwoot Home Screen -
- -### Conversations by agents - -This shows the number of conversations currently being handled by each agent. It can also be used to monitor their performance and workload. - -
-Chatwoot Home Screen -
diff --git a/docs/user-guide/features/segments.md b/docs/user-guide/features/segments.md deleted file mode 100644 index 8bfe6015..00000000 --- a/docs/user-guide/features/segments.md +++ /dev/null @@ -1,39 +0,0 @@ ---- -title: "Segments" ---- - -Chatwoot lets users sort and filter contacts based on different categories by using advanced filters. And now we can save them as segments and will be displayed in the secondary sidebar under the segments section. This feature will help users to custom save different contacts on users views. - -You can simply click on the filter button in the header of the contact page. - -![filter-modal](./images/segments/apply-filter-modal.png) - -Now you can see the filters popup, which lets you select the filter type, the operator (equal to, not equal to, contains, does not contains) and the value. - -![apply-filter-button](./images/segments/apply-filter-button.png) - -### Save a new segment - -After applying the filter it will fetch all contacts based on given values. And now you can see the **save filter** button in the header of the contact page and click the save filter button, as in bellow attached image. - -![save-modal](./images/segments/save-modal.png) - -Now you can see a modal popup, ask **Do you want to save this filter?**. Give a name for the filter and click the **save filter** button, it will save the filter and open the segment that you have saved last. - -![save-button](./images/segments/save-button.png) - -### Select a saved segment - -And now the segment name that you have given above will **display** in the secondary sidebar as in the bellow image, by clicking the **segment** it will fetch all the contacts that you have saved above. - -![segments-list](./images/segments/segments-list.png) - -### Delete a saved segment - -If you want to **delete** the saved segment you can delete it, by clicking the **delete filter** button in the header of the contact page will open a modal. - -![delete-modal](./images/segments/delete-modal.png) - -Now you see a modal that shows **Confirm Deletion** if you click **No, Keep it**, will close the modal go back to segment view or if you click **Yes, Delete**, will delete the segment. After deleting, if the folder is empty it will go back to all contacts or filtered views or if the segment has length then it will open the next segment near the deleted one. - -![delete-button](./images/segments/delete-button.png) diff --git a/docs/user-guide/features/template-variables.md b/docs/user-guide/features/template-variables.md deleted file mode 100644 index 4bef4857..00000000 --- a/docs/user-guide/features/template-variables.md +++ /dev/null @@ -1,55 +0,0 @@ ---- -title: "Template variables" ---- - -Variables are placeholder text in messages that are dynamically replaced based on the information you've provided. - -When you create a message with variables, Chatwoot will translate it to the appropriate value. - -![variable list](./images/variables/variable-list.png) - - -If we send a message `Hey {{ contact.name }}, how may I help you?`, then Chatwoot will pick the contact name and send a message like `Hey John, how may I help you?`. This enables you to send personalized messages to the end user. - -> Note: Chatwoot supports variables in canned response/macros/automation. - -![variable demo](./images/variables/variable-demo.gif) - -To use a variable, type two double curly brackets **`{{`** when composing a new message or creating a canned response. The variables will appear, and you can select the one you'd like to use. - - - - -The current list of template variables are: - -
- -| Variable | Description | -| -------------------- | -------------------------------------- | -| conversation.id | Numeric version of the conversation id | -| contact.id | Numeric version of the contact id | -| contact.name | Contact full name | -| contact.first_name | Contact first name | -| contact.last_name | Contact last name | -| contact.phone_number | Contact phone number | -| agent.name | Agent full name | -| agent.first_name | Agent first name | -| agent.last_name | Agent last name | -| agent.phone_number | Agent phone number | -
- - -**What if the variable doesn't exist?** - -If you try to send an undefined variable, then Chatwoot will show a warning. - - -![undefined-variable](./images/variables/undefined-variables.png) - - -**How to add fallback text?** - - -When defining a fallback text, make sure you surround it with single quotes. - -`{{ contact.first_name || 'there'}}` diff --git a/docs/user-guide/getting-started/glossary.md b/docs/user-guide/getting-started/glossary.md deleted file mode 100644 index 0992f9e4..00000000 --- a/docs/user-guide/getting-started/glossary.md +++ /dev/null @@ -1,93 +0,0 @@ ---- -title: "Glossary" ---- - -This glossary describes terminology, products and services used at Chatwoot. This is a good place to start learning how to set up and use Chatwoot dashboard and mobile apps. - -### @mention - -@mentions allows agents to tag another agent(s) (not a contact) in a private note on a conversation. The mentioned agent(s) would get a notification about the conversation. - -### Administrators - -Administrators are the people who have access to administrative functions in Chatwoot, such as inviting new users, adding new conversation channels, adding integrations, etc. These people have access to all data in your account. Admins themselves are agents. They can choose to talk to a contact (end-user) if they opt to do it. - -### Agents - -Agents are the people who talk directly with the customers and answers their queries. They are also called support representatives. The administrators define the access levels for agents on inboxes and teams. The agents can only view the conversations created in the inboxes to which they have access. - -### API - -API is the acronym for an Application programming interface. API allows developers to access Chatwoot account programmatically and build custom integrations. See the [Developer API documentation](https://www.chatwoot.com/developers/api) for more details. - -### Assignee (Assigned Agent) - -An assignee or assigned agent is the agent in the account to whom the conversation is assigned to. Assignee defines the ownership of the conversation. The assignee would work with the contact (end-user) to solve their problems. If any help is required, the assignee can use @mention to invite the attention of other agents in the system. - -### Assigned team - -An assigned team is the team to which the conversation is assigned to. When there is a group of people with specific skills, you can create teams and assign certain conversations to specific teams. The ownership of the conversation lies with the assigned team. - -### Audio notifications - -The audio alert which indicates that a new message has arrived in a conversation is available in Chatwoot. You can subscribe to audio notifications for all the conversations in the inboxes you have access to or just the assigned conversation. Audio notifications notify you of a new message even if you work on something else in another browser tab. - -### Bot - -A bot is a short form of "Chatbot." Chatbot automates conversations by providing automated responses to the queries raised by customers. Chatbots help the customers troubleshoot the issues themselves, thereby reducing the number of conversations a human agent needs to cover. With Artificial intelligence and Machine learning, repetitive customer queries can be solved without handing them to an agent. - -### Bulk import - -Creating a large number of contacts one by one is a tedious task. Bulk import allows you to import a CSV which contains the details of all your contacts. - -### Business hours - -Business hours refers to your organization's working hours. Outside of the business hours, you can configure an unavailable message. - -### Campaign - -Campaigns allows you to send an outbound message to a list of customers. There are two types of campaigns in Chatwoot. One-off (one-time) campaigns and ongoing campaign. - -### Canned Response - -A canned response is a saved reply which is reusable and commonly used. For example, if there are frequently asked questions, the agents can save answers as canned responses and easily access them from the text editor. Moreover, canned responses allow agents to send a large text containing lists, URLs, rich content text, etc. in a single click, thereby improving their productivity. - -### Channel -### Contact -### Contact labels -### Contact Sidebar -### Conversation -### Conversation continuity -### Conversation labels -### CSAT -### Custom Attribute -### Dashboard -### Email domain -### Email notifications -### Email only support -### Email transcript -### First response time -### Inbox -### Knowledge base -### Label -### Markdown -### Message -### Metrics -### Mobile SDK -### Mute -### Ongoing campaign -### One-off campaign -### Private note -### Push notifications -### Quoted text -### Rich content editor -### Rich content message -### Round robin assignment -### SDK -### Snooze -### Teams -### Unassigned conversation -### Visitor - -Any unidentified contact who has visited in your website -### Webhooks diff --git a/docs/user-guide/images/Webhooks1.png b/docs/user-guide/images/Webhooks1.png 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file mode 100644 index be1b9d95..00000000 Binary files a/docs/user-guide/images/webhooks2.png and /dev/null differ diff --git a/docs/user-guide/images/webhooks3.png b/docs/user-guide/images/webhooks3.png deleted file mode 100644 index 591f4fda..00000000 Binary files a/docs/user-guide/images/webhooks3.png and /dev/null differ diff --git a/docs/user-guide/integrations.md b/docs/user-guide/integrations.md deleted file mode 100644 index db6fe1dc..00000000 --- a/docs/user-guide/integrations.md +++ /dev/null @@ -1,65 +0,0 @@ ---- -title: "Integrations" ---- - -Chatwoot is designed to work alongside the project communication application you use in your project. Slack and Webhooks are already integrated with Chatwoot. You can also connect your own apps using [Dashboard Apps](https://www.chatwoot.com/blog/dashboard-apps). - -To begin setting up, click on Settings on your homepage. Next, click on Integrations. You can see the screen which displays the already installed integrations. - -
- -Chatwoot Dashboard Home Screen - -
- - -### Slack - -If your account/project is using Slack as medium of communication, click on the "Connect" button against Slack in the Integration window. - -
- -Integration Home Screen - -
- -A screen opens up where you can directly give the workspace Slack URL to connect to your Slack account. That is all you need to do! - -
- -Slack Connection Screen - -
- - - -### Webhooks - -If your Account/Project is using Webhooks for communication, click on the "Configure" button against Webhooks in the Integration Window. - -
- -Integration Home Screen - -
- -Click on the "Add New Webhook" button on the right hand top side of the screen. - -
- -Webhooks Home Screen - -
- -A screen opens up where you can enter the details of the the new Webhook you want to create. - - -
- -Webhook URL Screen - -
- -### Dashboard Apps - -For configuring Dashboard Apps, refer to [this doc](/docs/product/others/dashboard-apps). diff --git a/docs/user-guide/privacy-policy.md b/docs/user-guide/privacy-policy.md deleted file mode 100644 index 27fad991..00000000 --- a/docs/user-guide/privacy-policy.md +++ /dev/null @@ -1,16 +0,0 @@ ---- -title: "Privacy Policy" ---- - -https://www.chatwoot.com/privacy-policy - - - Copyright Chatwoot Inc © 2021 -All rights reserved. No part of this publication may be reproduced, distributed, or transmitted in any form or by any means, including -photocopying, recording, or other electronic or mechanical methods, without the prior written permission of the publisher. For permission requests, contact the publisher. - -| Co-ordinates | | -|--------------|--------------------------| -| Whatsapp | +1 302 208 9840 | -| email | hello@chatwoot.com | -| Website | https://www.chatwoot.com | diff --git a/docs/user-guide/setting-up-chatwootwidget.md b/docs/user-guide/setting-up-chatwootwidget.md deleted file mode 100644 index 2c5bfa8e..00000000 --- a/docs/user-guide/setting-up-chatwootwidget.md +++ /dev/null @@ -1,64 +0,0 @@ ---- -title: "Setting up Widget" ---- - -Click on Inbox on the home screen. The Inbox you have created will appear here. If you have created multiple inboxes, click on the inbox for which you need to create the widget. - -
- -Chatwoot Home Screen - -
- -Click on Settings. Below Screen will open up. This screen shows the various Settings of the Inbox which can be changed. - -
- -Chatwoot Inbox settings Screen - -
-Click on Configuration tab. The code snippet to be copied to the website will appear here. - -
- -Chatwoot Inbox Configuration screen - -
- -### Root File of Website - -Click on Copy on the right-hand side. The code will be copied to the clipboard. Paste it in the Root file of the Website code. -An example is given below - -
- -website root file sample - -
- -Now, if you open your webiste on the browser window, you can see that Chatwoot Widget has been added to your website on the right hand side. This can be seen in the screen shot below. - - -
- -Widget on Website screen shot - -
- - Click on the Chatwoot Widget on the screen. Chat Screen opens up like below. A chat window with the colour you selected, -Welcome Tag Line you gave and Welcome Message you have given will open up. Customers will see this Chat window on their screen. -
- -Chatwoot Widget screen - -
- -Once the Customer clicks on Start Conversation and sends a message, The conversation tagline will appear on the chat window. - -
- -Chatwoot Tagline screen - -
- -Since the Collect e-mail ID is enabled, the Customer recieves a prompt to enter email-ID. diff --git a/docs/user-guide/setup-your-account/configure-account-details.md b/docs/user-guide/setup-your-account/configure-account-details.md deleted file mode 100644 index 74aaf540..00000000 --- a/docs/user-guide/setup-your-account/configure-account-details.md +++ /dev/null @@ -1,17 +0,0 @@ ---- -title: "Configure your general account details" ---- - -You can update your organization’s info on this screen. You can update the name or language used in the account by changing the settings as shown below. - -To update account details, click on Settings -> Account Settings. The available settings are shown below. - -![settings-screen](./images/configure-your-profile/settings-screen.png) - -| Field Name | Description | -| -- | -- | -| Account Name | Enter the name of your Account. eg: Hopkins Inc | -| Site Language | Select the language in which conversations need to happen. eg: English (en) Select English if you want your conversations to be in English | -| Number of days after a ticket should auto resolve if there is no activity | Give the number of days after which the ticket or conversation will be marked as resolved eg: 30 - This is given in case the customer does not have any further queries but has not given closure also. | - -Click on Update Settings Button on the right hand top side of the screen. Wait for the 'Successfully updated account settings' message. diff --git a/docs/user-guide/setup-your-account/configure-your-profile.md b/docs/user-guide/setup-your-account/configure-your-profile.md deleted file mode 100644 index d634a3e3..00000000 --- a/docs/user-guide/setup-your-account/configure-your-profile.md +++ /dev/null @@ -1,46 +0,0 @@ ---- -title: "Configure your profile" ---- - -This guide helps you set up your personal profile with your image/avatar, display name, personal message signature, and more. - -You can also change your password on this page. - -You can find the Profile Settings page on the bottom left corner of your dashboard. - -Kebab Menu Icon - -### Update your profile - -This section will help you to update your agent profile on Chatwoot. This updated information will be used on the dashboard, live-chat widget, and in all external communication emails. - -Profile Form - -The fields in the form are described below. - -| Field Name | Description | -| ------------------ | ----------------------------------------------------------------------------------------------------------------------- | -| Profile image | A square image that suits your profile. If no image is provided, then the system would take Gravatar Image if available | -| Your full name | Provide your full name. e.g.: John Hopkins | -| Display Name | Provide a name that you want to be displayed on the chat/emails e.g.: `John H` | -| Your email address | This email address will be used to send notifications, you will be using this email address to login to Chatwoot | - -Click on **Update Profile** to save the changes. If the changes are successful, you will see a message "Your profile has been updated successfully." - -Note: If you update your email address, then the system will log you out. You need to log in again with the updated email address and the password. - -### Set your personal message signature - -You can create your personal message signature. This will get added to all the messages you send from your email inbox configured on Chatwoot. - -### Change your password - -As a security measure, you need to provide your existing password to change the password. If you forgot the old password, you can log out of the system and reset the password. - -Password must contain at least one uppercase character (A-Z), at least one numeric character (0..9), and at least one special character `(!@#$%^&*()_+-=[]{}|'"/\^.,`\<\>:;?~)`. - -Password Form - -### Notifications settings - -You can go through the Notifications settings and check the boxes according to your preferences. diff --git a/docs/user-guide/setup-your-account/create-an-account.md b/docs/user-guide/setup-your-account/create-an-account.md deleted file mode 100644 index 8e128284..00000000 --- a/docs/user-guide/setup-your-account/create-an-account.md +++ /dev/null @@ -1,57 +0,0 @@ ---- -title: "Create your Chatwoot Account" ---- - - -This guide will help you create your account on Chatwoot cloud or any of the self-hosted Chatwoot installations. - -### I am using the self-hosted version - -If you are using a self-hosted Chatwoot installation, you may directly open the URL `{your_installation_url}/app/auth/signup.` - -P.S. We have a wholly different [guide](/docs/self-hosted) for self-hosted Chatwoot. - -### I am using the cloud version - -**Step 1**. If you want to use Chatwoot cloud, you may open [chatwoot.com](https://chatwoot.com) and click on the "Create a free account" button. This button takes you to the signup page. - -![create-an-account](./images/create-an-account/create-an-account-button.png) - -**Step 2**. You will be able to see a signup page as shown below. - -![register-an-account](./images/create-an-account/account-registration-form.png) - -The fields required to signup are as shown below. Fill up the fields. - -| Field Name | Description | -| ---------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| Full Name | Enter Your Full name eg: John Hopkins | -| Work email | Enter a valid work e-mail address eg: *john.hopkins@companyname.com* | -| Account name | Enter the name of your company eg: Wayne Enterprises | -| Password | Password must contain at least one uppercase character (A-Z), at least one numeric character (0..9), and at least one special character `(!@#$%^&*()_+-=[]{}\|'"/\^.,`\<\?:;?~)` | -| Confirm Password | Confirm password should match with the password given above | - -**Step 3**. After signing up, you would be automatically logged into the dashboard. To complete the signup, you need to verify your email address. You will receive an email with the subject **Confirmation Instructions** from Chatwoot, as shown below. - -![email-template](./images/create-an-account/email-template.png) - -**Step 4**. Click on the **Confirm my account** button. - -![agent-dashboard](./images/create-an-account/Chatwoot-welcome-screen.png) - -Voila! You have verified your account at Chatwoot. - -### Next steps - -Follow the steps below to set up your account and get the full power of Chatwoot. - -- [Configure your profile](/docs/user-guide/setup-your-account/configure-your-profile): Set your name, picture, password, and more. -- [Configure account details](/docs/user-guide/setup-your-account/configure-account-details): Setup your account’s name, language, etc. -- [Add Agents](/docs/user-guide/add-agent-settings): Add your team members to your account to help with managing conversations. -- [Add Inboxes](/docs/user-guide/add-inbox-settings): Add your conversation inboxes/channels like website widget, Facebook, WhatsApp, etc. -- [Configure your chat widget](/docs/user-guide/setting-up-chatwootwidget): Personalize your website chat widget. -- [Add Teams](/docs/user-guide/add-teams-settings): Setup your teams like Sales, Services, Product, etc. -- [Add Labels](/docs/user-guide/add-label-settings): Setup labels for categorizing your contacts/conversations. -- [Add Canned Responses](/docs/user-guide/features/canned-responses): Create your saved reply templates for frequently asked questions. -- [Integrations](/docs/user-guide/integrations): Integrate Chatwoot with your favourite apps, or use Webhooks. -- [Applications](/docs/user-guide/applications): Connect your account with applications for better workflows. diff --git a/docs/user-guide/setup-your-account/images/configure-your-profile/kebab-menu-icon.png b/docs/user-guide/setup-your-account/images/configure-your-profile/kebab-menu-icon.png deleted file mode 100644 index 0556a471..00000000 Binary files a/docs/user-guide/setup-your-account/images/configure-your-profile/kebab-menu-icon.png and /dev/null differ diff --git a/docs/user-guide/setup-your-account/images/configure-your-profile/kebab-menu.png b/docs/user-guide/setup-your-account/images/configure-your-profile/kebab-menu.png deleted file mode 100644 index 0a1aca7f..00000000 Binary files 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a/docs/user-guide/setup-your-account/images/create-an-account/email-template.png and /dev/null differ diff --git a/docs/user-guide/setup-your-account/images/create-an-account/register-an-account.png b/docs/user-guide/setup-your-account/images/create-an-account/register-an-account.png deleted file mode 100644 index 2d011c92..00000000 Binary files a/docs/user-guide/setup-your-account/images/create-an-account/register-an-account.png and /dev/null differ diff --git a/docusaurus.config.js b/docusaurus.config.js index 1e11de25..f6e9cbb2 100644 --- a/docusaurus.config.js +++ b/docusaurus.config.js @@ -34,8 +34,7 @@ module.exports = { position: "right", }, { - to: "product", - activeBaseRegex: "product|user-guide", + to: "https://www.chatwoot.com/hc/user-guide/en", label: "User Guide", position: "right", }, diff --git a/sidebars.js b/sidebars.js index db236e27..3bc980ca 100644 --- a/sidebars.js +++ b/sidebars.js @@ -1,9 +1,7 @@ -const product = require("./config/sidebar/product"); const contributingGuide = require("./config/sidebar/contributingGuide"); const selfHosted = require("./config/sidebar/selfhosted"); module.exports = { selfHosted, - product, contributingGuide, };