Manage Conversations

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

Search for conversations

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

Information

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

Text Editor and Automated Messages Features

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

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

Merge fields

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

{user_name}

{user_email}

{agent_name}

{agent_email}

Rich Messages

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

How it works:

1

Create and send

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

2

Message is displayed

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

3

User's response is submitted

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

Rich Messages

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

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

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

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

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

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

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

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

[registration]

[timetable]

[articles link="https://chat.gbtalk.net/articles-demo"]

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

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

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

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

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

[button link="https://chat.gbtalk.net" name="Click here" target="_blank" style="link"]

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

[image url="https://chat.gbtalk.net/media/admin.png"]

[share fb="https://chat.gbtalk.net/" tw="https://chat.gbtalk.net/" li="https://chat.gbtalk.net/" pi="https://chat.gbtalk.net/" wa="https://chat.gbtalk.net/"]

Global parameters

All of the rich messages support the following parameters:

id="123"

title="ABC"

message="ABC"

success="ABC"

settings="ABC"

Rich message response

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

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

Custom rich messages

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

HTML codes

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

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

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

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

Attachments

The allowed file attachments extensions are set in the supportboard/include/upload.php file. The following image formats are displayed automatically: .jpg, .jpeg, .png.

Manage Users

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

Search users

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

Delete users

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

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

Additional user table columns

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

User types

user

lead

visitor

Manage Agents

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

Information

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

Settings

Office Hours

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

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

More information

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

Knowledge Base Articles

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

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

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

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

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

Display articles

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

More information

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

Departments

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

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

Settings

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

How it works

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

How to assign a department

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

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

Queue

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

More information

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

How to test the queue

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

Routing

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

Information

• Conversations are assigned to online agents first. If all agents are offline, conversations are assigned proportionally between all agents.
• Conversations are assigned to agents with less active conversations. A conversation is active if it's not deleted, or archived. If routing is active, you should archive the conversations once completed.
• Admins are not included; admins always see all the conversations.
• Agents can switch their status between online and offline by hovering over their profile image and then clicking the label of the profile pop-up at the bottom-left of the admin area.
• Agents can view only their conversations; however, they can see all of the conversations of a single user.
• Agents can search and filter only their conversations.
• The routing is compatible with the departments.
• When routing is active agents can manually route conversations to other agents from the right panel of the conversations area.
• If the conversation is archived and the user reopens it in the future by sending a new message, if the assigned agent in the conversation is offline, the conversation is assigned to another agent.

Manual routing

When the routing is activated via Settings > Miscellaneous > Hide conversation of other agents agents see only their own conversations and can select the unassigned ones.

• Agents menu: displays the agents' menu to assign the active conversation to another agent.
• Routing if offline: if the conversation is archived and the user reopens it in the future by sending a new message, if the assigned agent in the conversation is offline, the conversation is assigned to another online if there is at least one, otherwise to no agent.
• View unassigned conversations: allow agents to view the unassigned conversations, when an agent replies the conversation is automatically assigned to him and the conversation is removed in real-time from the admin area of the other agents. Check this option to enable the manual routing.

Email piping

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

Activation

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

Information

• The setting Notifications > User email notifications must be enabled to send replies to the user email.
• If you're using the Dialogflow App, and the settings Settings > Dialogflow > Human takeover is active, no emails are sent if the chatbot knows the answer.
• If the setting Convert all emails is active, all emails sent to your inbox will be converted to chat messages, mind that all emails, including spam, promotional emails and more would be wrongly converted too.
• If the setting convert all emails is active, email sent by email addresses of agents and admins will be ignored, use another email address for testing.
• If the setting convert all emails is active, each email sent directly to the email piping address will generate a new user conversation.
• You can not use the same email address used for the email piping to reply. All your GB Talk agents and admins must use a different email address.
• Agents must reply via email from the same email address registered in GB Talk .
• When agents reply in GB Talk, emails are always sent to the user, even if user email notifications are disabled.
• The email is sent to the Agents only if they are offline. If they are online no emails are sent.
• For Google Gmail and Google Workspace emails, you need to replace your Google password with a Google app password, details on https://support.google.com/accounts/answer/185833 (Create & use App Passwords section). Enter imap.gmail.com as host and 993 as port.
• Email piping requires php5-imap module (IMAP module). If it's not installed on your server you can install it with the command apt-get install php5-imap. If you have issues contact your hosting/server support.
• The Delimiter option add a text at the top of all emails:
  ### Please type your reply above this line ###
  . This text tells GB Talk to delete all the content below it and it's usefult to cut out all of the reply quotes. Activate it if you see duplicated messages in the chat. If this option is active, you and your users can not use the string ### in the emails.
• Email attachments are supported.
• In order for email piping to work, email replies must contain the GB Talk recipient's name. Ex. GB Talk | SB2457-4734 <example@email.com>. All major email clients like Outlook Web, Outlook, Gmail, Yahoo Mail, support the recipient's name by default via chatbot reply or reply all buttons.
• Because of the nature of how emails work, each email client uses their personal codes, delimiters, and automatic strings, and more. For this reason, some chat messages converted from emails can contain invalid texts. We are working to optimize as many email clients as possible, for now, the following email clients are optimized and should not return any invalid text: Outlook Web, Outlook, Gmail, Yahoo Mail.
• Email piping supports departments, if the user's conversation is assigned to a department, the email notifications are sent only to the agents assigned to that department.

Cron job

• GB Talk tries to process emails via cron jobs every 60 seconds, details here.
• You can manually trigger execution and speed up cron jobs via API with the PHP function sb_email_piping(), or the WEB API function email-piping.
• You can create a cron job that runs the URL [SUPPORT-BOARD-INSTALLATION-URL]/include/api.php?piping=true *. Use the command */59 * * * * wget [SUPPORT-BOARD-INSTALLATION-URL]/include/api.php?piping=true to run it via a command. Replace [SUPPORT-BOARD-INSTALLATION-URL] with your GB Talk URL *.
• You can also use this cron job file: download. The cron job command is php -f YOUR-FILE-PATH/cron.php.
• If you manually run the cron job, check the setting Disable cron job to stop GB Talk from manually triggering it and to improve performance.
• * If you are using the cloud version the URL is https://cloud.board.support/script/include/api.php?piping=true&cloud=API-TOKEN, replace API-TOKEN with your API Token (https://cloud.board.support/account/?tab=installation)

Direct messages

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

General

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

Direct chat message

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

Direct email

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

Direct text messages

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

Automations

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

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

Newsletter

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

Mailchimp

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

Sendinblue

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

SendGrid

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

Elastic Email

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

Campaign Monitor

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

HubSpot

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

Moosend

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

GetResponse

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

ConvertKit

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

MailerLite

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

Mailjet

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

Grammarly

Follow the steps below to start using Grammarly.

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

Amazon Web Services

Amazon S3

Upload attachments to your Amazon S3 bucket instead of the server where GB Talk is installed. Follow the steps below to set it up.

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

Notifications

To understand how notifications work and when they are sent read the information below. If you think notifications are not working, most probably you're just testing them in the wrong way, please read the information below before asking for support.

Email notifications

Both agents and users can receive an email notification when a new message is received.

Email notifications for admin and agents

• When a user sends their first message, if the conversation is assigned to a department, an email is sent only to the agents assigned to that department, if the conversation is assigned to a specific agent, an email is sent only to that agent, otherwise an email is sent to all agents who are not online at the moment. Subsequent emails are sent only to the last agent in the conversation.
• Email notifications are sent only if the last agent in the conversation is offline.
• If you don't receive the emails make sure they are working by sending a test email from Settings > Notifications > Test user email or Test agent email. If you don't receive the test email, your server, or your SMTP server, is not working. Open the browser console for more details about the error. Because this is not an issue related to GB Talk , the support doesn't cover it, please contact your server/hosting/SMTP support instead.

Email notifications for users

• When an agent sends a message to a user, an email is sent to the user only if the user is offline.
• Only 1 email is sent. Subsequent messages will not trigger a new email alert.

Create the email

To manage the emails and create the contents go to Settings > Notifications. You can use text and HTML. New lines are automatically converted to <br />. You can use the following merge fields in the email. Merge fields are automatically replaced with the updated information.

{recipient_name}

{sender_name}

{sender_profile_image}

{message}

{attachments}

Problems?

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

<!-- GB Talk -->
<script id="chat-init" src="https://chat.gbtalk.net/account/js/init.js?id=1234567"></script>
                            

ENTER

SPACE

ESC

CANCEL

CTRL + ENTER

ESC

CANCEL

CTRL + UP/DOWN ARROW

CTRL + RIGHT/LEFT ARROW

CTRL + V

?token=TOKEN

?conversation=ID

?chat=open

?conversation=ID

?user=ID

?setting=ID

?report=ID

?area=name