Chat Management

Initial Setup – Pusher Integration

Before using the chat system, you need to enable real-time updates by integrating with Pusher.

Pusher Account Not Set Up

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If you see the above screen, it means your real-time features aren’t configured yet.

Fix Instructions

• Pusher Setup Steps : Configuration process for enabling Pusher integration.
  • • Access System Settings : Navigate to Settings → System Settings → Pusher and configure App ID, Key, Secret, and Cluster
  • • Follow Documentation : Refer to official Pusher Setup Documentation for detailed guidance

Bswagic Chat Interface

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• Main Chat Screen Overview : Explanation of key chat interface elements.
  • • Sender Phone Number : Displays the phone number used for the current chat session
  • • Contact Dropdown : Select between multiple configured WhatsApp numbers
  • • Search Bar : Find contacts or specific messages quickly
  • • Contact List : Shows recent contacts and their latest messages
  • • Contact Details : Displays contact name and phone number at the top of chat
  • • Reply Time Reminder : Shows remaining time under Facebook’s 24-hour messaging rule
  • • Profile Image : Displays the WhatsApp profile image of the contact, if available

Chat Information Panel

Click the ℹ️ icon in the chat to open the User Info Panel.

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Status

Track the contact’s progress using stages:

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• Lead Status Options : Available status stages for managing leads.
  • • Initial : Lead newly added or not yet contacted
  • • In Progress : Currently being engaged or evaluated
  • • Contacted : Communication has been initiated
  • • Qualified : Lead meets business criteria and is ready for conversion
  • • Closed : Lead has been converted or marked as completed

Source

Indicates how the contact was added.

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• Source Examples : Common sources from which leads or contacts originate.
  • • WhatsApp : Contacts acquired through WhatsApp conversations
  • • Facebook : Contacts generated via Facebook campaigns or ads
  • • NNN : Placeholder example for testing or internal sources

Groups

Assign contact to multiple groups:

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• Source Examples : Possible lead or contact origin points.
  • • WhatsApp Group : Contacts obtained from WhatsApp groups
  • • Facebook Group : Contacts gathered through Facebook community groups
  • • Referral : Contacts referred by existing customers or partners

Timestamps

• Timestamps : Key time-based details for each contact or lead record.
  • • Created : Example: Sep 08, 2025, 03:03 PM – When the record was first added
  • • Last Activity : Example: Sep 09, 2025, 11:12 AM – Most recent interaction time

💡Tip:Add internal notes (e.g., lead source, follow-up summary) using the ➕ icon.

More Options

1. Delete Chat (Role-Based)

Only users with Delete Chat permission can remove chat records.

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How to Enable This

Create Role with Delete Permission

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• Chat Deletion Process : Steps to enable and perform chat deletion.
  • • Step 1 : Go to Setup → Roles
  • • Step 2 : Create or edit a role
  • • Step 3 : Enable the Delete checkbox under the Chat section
  • • Step 4 : Log in as a user with delete permissions
  • • Step 5 : Navigate to the chat section and click the delete icon to remove the conversation

2. Assign to Support Agent

Assign chats to specific team members:

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• Chat Assignment and Role Setup : Organize chat handling and improve team efficiency.
  • • Assign Chats : Assign conversations to specific team members to ensure accountability and
    prevent duplicate replies. Ideal for multi-agent support environments.
  • • Enable Support Agent Role : Go to Application Settings → Support Agent to enable the feature.
  • • Automatic Assignment : When enabled, staff members are automatically assigned to chats.
  • • Manual Assignment : Admins can assign or reassign agents directly from the chat page.

3. AI Tools in Chat

Click the AI icon to enhance your message using AI tools:

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4. Add Emojis

Select emojis to personalize messages.Helps set a friendly, engaging tone.

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5. Attachments in Chat

• Available Attachment Options : Enhance your messages by including media or documents.
  • • Attach Image : Send product photos, screenshots, or visual assets
  • • Attach Video : Ideal for demos, tutorials, or walkthroughs
  • • Attach Document : Share PDFs, Word files, invoices, or brochures

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6. Canned Replies

Pre-configured message templates that agents can quickly insert into a chat.

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• Quick Reply Use Cases : Common scenarios where quick replies are most effective.
  • • Frequently Asked Questions : Provide instant answers to repetitive customer queries
  • • Standard Greetings : Send welcome or introduction messages automatically
  • • Company Policies : Share policy details or terms quickly with customers

Send Voice Message

• Voice Notes Feature : Quick and convenient communication method.
  • • Record and Send : Capture and send voice notes directly from the interface
  • • Use Cases : Ideal for quick updates or providing multilingual support

Message Input Box

• Message Input Guidelines : Instructions for composing messages efficiently.
  • • Type Message : Enter your message in the input box
  • • Merge Fields : Use @ to insert dynamic fields (e.g., @staff_firstname)
  • • New Line Shortcut : Press Shift + Enter to start a new line without sending