Chats

Every channel’s conversations are in “Chats”. Watch the bot reply, take over when you need to, and return the chat to the bot when you’re done.

Conversation list

The list on the left shows conversations from LINE, Facebook, Instagram and website chat. Each one shows “Bot replying”, “Handled by a person” or “Done”, along with unread messages and how long the customer has waited.

With more than one LINE Official Account, each conversation shows the account it came through, for example “LINE · Zhongshan”, and replies go out from the same account. In a conversation of a paused account (see Connect more than one account), the message box is replaced by “This LINE Official Account is paused”.

Status filters: “All”, “Unread”, “Waiting”, “Assigned to me” and “Done”. “Waiting” means the chat was handed to a person, isn’t marked done, and the customer sent the last message.
Filter: choose “Filter” to narrow the list by “Channel”, “Tag” or “Assignee”, or to see “Spam”.
Search: type a customer’s name or message text in “Search customers or messages”.
Assign: in “Assign to…” at the top of the conversation, choose “Me” or a teammate. On a phone you can also swipe a conversation left for “Done” or right for “Assign to me”.

Reply to customers

Type in the message box at the bottom of the conversation and send. By default Enter sends and Shift+Enter starts a new line; to send with the button instead, turn off “Press Enter to send” under “Settings” › “Preferences”.

The reply tools under the message box:

“Saved replies”: insert a reply you use often; see Saved replies.
“Insert knowledge”: put the text of an article in the message box.
“AI draft”: AI drafts a reply from your knowledge and shows what it’s “Based on”. Check it before sending.
“Attach a file”: an image (JPG, PNG, GIF), an MP4 video, audio or a PDF, one file at a time.

To answer a specific message, choose “Reply to this message” next to it.

Members without reply access see “You can read this conversation but can’t reply to customers”. Ask the project owner or an admin for access.

Handled by a person

The reply mode at the top of a conversation has two options: “Bot replying” and “Handled by a person”.

Take over: choose “Handled by a person” and the bot pauses for this customer. While the bot is replying, typing in the message box shows “Sending pauses the bot”: sending a message also hands the chat to a person.
The bot hands over: when a flow reaches a “Hand off to a person” step, or the AI decides to hand over to a person, the chat switches to “Handled by a person” and shows up under “Waiting”.
Return to bot: when you’re done, choose “Bot replying” at the top, or “Return to bot” on the notice. The bot answers the next messages.

While a person is handling a chat, a notice at the top says the bot is paused and when the chat is due to return to the bot. If a customer keeps getting no reply, choose “Bot not replying?” from “⋯” at the top of the conversation; see Bot not replying?.

Returning chats to the bot automatically

After a person takes over, if nobody replies to the customer for a while, the bot starts replying again and leaves a note in the conversation that only your team can see. Every reply from your team restarts the timer.

The default is 24 hours. In “Settings” › “General”, set “Return to the bot when nobody replies” to 1, 4, 8, 24, 48 or 72 hours, or “Never”.
A change applies right away to conversations a person is handling now.
With “Never”, return chats to the bot by hand.
Conversations marked as spam never return on their own; see Spam.

Saved replies

Type “/” in the message box, then words from the title, to pick and insert a saved reply. You can still edit it before sending. The “Saved replies” button under the message box works too.
In the saved replies list, choose “New saved reply” or “Manage saved replies” to set a “Title” (up to 40 characters) and “Text” (up to 2,000 characters).
Saved replies are shared across the project, up to 200 of them. They’re plain text only; fields aren’t filled in.

Send a message template

While a person is handling a chat, “Choose a message template” appears under the message box. Templates are published flows whose trigger is “Started from a menu or template”, handy for promotions or a whole designed sequence. Pick a template, preview it if you like, then send it. Choose “Back to the message box” to type normally again.

Mark as done

When you’ve finished with a conversation, choose “Mark as done” at the top or press E. It moves to “Done”, and comes back to the list when the customer writes again. To pick up a done conversation, choose “Reopen”.

Spam

For harassment or ads, choose “Mark as spam” from “⋯” at the top of the conversation. The bot won’t reply in a spam conversation, and it never returns to the bot on its own; find it later under “Filter” › “Spam”. If you marked it by mistake, choose “Not spam”, then “Bot replying” at the top.

Customer details

Choose “Customer info” at the top of a conversation to open the customer’s details:

“Display name”: only your team sees it; clear it to go back to the name on the channel.
“Tags”: type a name and press Enter to add one. “Manage tags” renames or deletes tags in every conversation.
“Fields”: details your flows saved for this customer, such as party size or booking date. They’re read-only here.
“Notes”: only your team sees them, and they’re saved automatically.
“Conversations on other channels” and “What the bot remembers”.

To find a message in this conversation, choose “Search this conversation”.

Why this reply?

Each bot reply is labelled with where it came from: “Flow” (with the flow’s name), “Knowledge” or “AI”. Choose “Why this reply?” to see how the bot decided to send it, in order:

Mode: the bot was in bot mode. If a person is handling the chat now, it reminds you the bot won’t reply to this customer.
Flow: which step in which flow sent the message, and why the flow started, for example “Because the customer tapped a button or menu” or “Because the AI decided this flow answers best”. Choose “Open this step” to edit it.
Knowledge or reply rules: which articles the AI used (choose “Edit this article”) and which reply rule applied (choose “View reply rules”). If it shows “No matching knowledge found”, choose “Teach the bot” to add the answer.

After you change something, choose “Re-answer with current knowledge” at the bottom to answer the same customer message again and check that it improved; see Re-answer with current knowledge. Customer messages also have “Re-answer with current knowledge” next to them.

For Copilot’s help, choose “Give this message to Copilot” next to the message, then open Copilot and ask; see What Copilot can do.

Notifications

To get an alert when a customer is waiting for a person, tap the bell above the conversation list, choose “Turn on notifications”, then choose “Allow” when your browser asks. From then on this device gets an alert when a customer is waiting for a person; tap it to open that conversation.

Notifications are set separately for each device and each project.
iPhone and iPad: in Safari, tap Share › Add to Home Screen, then open Chatbotta from the Home Screen and tap the bell.
In-app browsers can’t receive notifications. Open Chatbotta in Safari or Chrome instead.

Keyboard shortcuts

Key	What it does
J / K	Next conversation / Previous conversation
R	Go to the reply box
E	Mark as done
A	Assign to me
H	Switch between bot and person
/	Saved replies (type in the reply box)
?	Show this list
⌘K (Ctrl+K on Windows)	Open the command palette

While you’re typing in a text field, only the command palette shortcut works.

Knowledge Add knowledge, teach the bot and re-answer with current knowledge

Copilot Ask Copilot to explain replies and fix knowledge and flows

Bot not replying? Check the plan, channels, publishing and human handling in order

Build flows Triggers, steps, testing and publishing