User Guide

Message Alerts

As your account buyer, admin or agent, you can receive message alerts when there is an important event on LiveChat, such as a subscriber session has been unresolved for a specific time period or a new subscriber is awaiting reply from the agent for last n mins or a subscriber has selected Talk to Agent from chatbot. You can configure to get these alerts outside of your business hours only or at any time irrespective of your business hours. You can set message alerts for both Messenger and WhatsApp platforms.

How to configure Business Hours?

You can choose to send message alerts only outside of your business hours or you can also choose to send message alerts at any time irrespective of your business hours. In order to do that, we first need to set business hours.

    1. Login to kibochat.cloudkibo.com
    2. Go to Settings from Sidebar
    3. Click on Business Hours
    4. Select your time zone
    5. Enter you business’ opening time
    6. Enter you business’ closing time
    7. Click on save

How to configure Message Alerts?

Now that the business hours are set, let’s look into how to set message alerts.

Click on Message Alerts.

There are three types of Message Alerts:

  1. Talk to Agent Alerts – These alerts are generated when a subscriber clicks on Talk to Agent button from the Messenger or WhatsApp Chatbot.
    1. Click on Talk to Agent Alerts.
    2. Enable or disable the talk to agent alert.
    3. If you want to generate this alert outside of your business hours only, then check the checkbox. Otherwise, uncheck it.
    4. Click on save to save the changes made.
  2. Pending Session Alerts – These alerts are generated when a new subscriber is created. This alert lets you know that there is a new subscriber of yours that is awaiting reply.
    1. Click on Pending Session Alerts.
    2. Enable or disable the pending session alert.
    3. Enter time in minutes after which you want to receive this alert. For example, you set the time to 5 minutes. So, when a new subscriber is created, 5 minutes after that you will receive this alert.
    4. If you want to generate this alert outside of your business hours only, then check the checkbox. Otherwise, uncheck it.
    5. Click on save to save the changes made.
  3. Unresolved Session Alerts – These alerts are generated when a subscriber has messaged your Facebook Page or WhatsApp and is awaiting reply.
    1. Click on Unresolved Session Alerts.
    2. Enable or disable the unresolved session alert.
    3. Enter time in hours after which you want to receive this alert. For example, you set the time to 1 hour. So, when a subscriber messages, 1 hour after that you will receive this alert.
    4. Click on save to save the changes made.

How to configure Alert Subscriptions?

Following are the types of alert subscriptions where you will receive these message alerts.

  1. In-app Notifications – Whenever any of the above alerts are generated, you will receive them in your KiboPush app as notifications.
    1. Click on In-app Notification.
    2. Select an agent to whom these notifications should be sent.
    3. Click on Add.
    4. Now, in order to view these message alerts, click on the bell icon in the header.
  2. Facebook Messenger (applicable only if selected platform is Messenger) – Whenever any of the above alerts are generated, you will receive them in your Messenger Inbox.
    1. In order to subscribe to messenger alerts, send ‘notify-me’ from your messenger to your Facebook Page, for whom you want to receive the alerts.
    2. You will receive the message that you have been subscribed successfully.
    3. In order to view your subscription, click on Facebook Messenger.
    4. Below is the preview of a Talk to Agent alert sent on Messenger.
    5. Since Facebook Messenger has a 24 hour active window, therefore, whenever your session is about to timeout, we will send a message on your messenger to let you know that your session will timeout soon. In order to renew your session, just send any message to your page from messenger.
  3. WhatsApp Messenger (applicable only if selected platform is WhatsApp) – Whenever any of the above alerts are generated, you will receive them in your WhatsApp.
    1. In order to subscribe to WhatsApp alerts, send ‘notify-me’ from your WhatsApp to your business number which you have connected to KiboPush.
    2. You will receive the message that you have been subscribed successfully.
    3. In order to view your subscription, click on WhatsApp Messenger.
    4. Below is the preview of an unresolved session alert sent on WhatsApp.
    5. Since WhatsApp Messenger has a 24 hour active window, therefore, whenever your session is about to timeout, we will send a message on your WhatsApp to let you know that your session will timeout soon. In order to renew your session, just send any message.
  1. Email Subscription – Whenever any of the above alerts are generated, you will receive them on your email.
    1. Click on Email Subscription.
    2. Enter the name and email address to whom these alerts should be sent.
    3. Click on Add.
    4. Below is the preview of a pending session alert sent on email.