Xenioo Official Docs
  • Welcome!
  • Product Overview
    • Definitions
    • Building & Sending
    • All Integrations
    • Mobile App
    • Artificial Intelligence
    • Reporting Dashboard
    • Professional Service & Support
    • Privacy & Security
    • GDPR
  • Basic Concepts
    • Your Account
      • The Trial plan
      • Upgrading your trial
      • Additional Packages
      • Canceling your current plan
      • Deleting your account
      • Messages Count
      • Data Retention
      • Multi-factor Authentication (MFA)
        • MFA Configuration
        • MFA Login
      • Multiple Owners
    • Designing your Chatbot
      • My Bots
      • Introduction
      • Flow Design
      • Behaviors
      • Interactions
      • Actions and Operations
    • Chatbot Details
      • Chatbot Settings
        • General Settings
        • Localization Settings
        • Conversation Settings
        • Integration Settings
        • Payment Integration Settings
        • Developers Setting
      • Teams
        • Team Permissions
        • Team Message Templates
        • Availability Calendars
        • Takeover Default Message
        • Team Member Access
      • Backup & Restore
      • Master and Child Bot
    • Publishing
      • Live & Draft Chatbots
      • Publish Your Bot
      • Channels
        • Web
          • Web Variables
          • WordPress
          • Widget Customization
            • Initialization
            • Scripting
        • WhatsApp
          • WhatsApp Variables
          • First Message Processing
          • Opt-in QR code generation
        • RCS
          • RCS Variables
          • Configuring Providers
            • LINK Mobility
          • Opt-in QR code generation
        • Google Business Messages (Deprecated)
          • Google Business Messages Variables
        • SMS
          • SMS Variables
          • Configuring Providers
            • LINK Mobility
        • Facebook
          • Facebook Ads Integration
          • Feed Integration
          • Messenger Referral
          • Facebook Variables
          • Moving users from an existing bot to Xenioo
        • Instagram
          • Instagram Variables
        • Telegram
          • Telegram Deep Linking
          • Telegram Variables
        • Slack
          • Configuring Slack
          • Slack Variables
        • Microsoft Teams
          • Microsoft Teams Variables
        • Discord
          • Discord Variables
        • Alexa
          • Troubleshooting
          • Alexa Variables
        • Phone
          • Phone Variables
          • Configuring Providers
            • Voximplant
        • Genesys
          • Genesys Variables
        • Viber
          • Viber Variables
        • Custom
          • REST Reference Guide
          • API Variables
  • Artificial Intelligence
    • NLP
      • Intents
      • Expressions
      • Entities
        • Creating Manually
        • Entity Types
        • Synonims
      • Training & Testing your Model
        • Using the NLP Parse Logs
        • Importing Intents From File
      • NLP Master
    • Large Language Models
      • Settings
      • Guidelines
      • Resources
      • Functions
      • Train & Test
  • Database
    • Xenioo Database
    • Collections
      • Import And Export Collections Data
    • Database API Interface
      • Url Filtering Syntax
      • Read Record
      • Save To Collection
      • Delete From Collection
      • Query Collection
        • Open Query
        • Read Records
      • CSV Direct Data
  • Broadcasts
    • Broadcasts
      • Settings
        • On Demand
          • HubSpot
        • On Date And Time
        • On Time
        • On Trigger
        • On Interval
        • On Conversation State Changed
    • Broadcast Widget Page
    • Campaigns
    • Distribution Lists
    • Audiences
    • Distribution Logs
  • Conversations
    • Conversations
    • My Conversations
    • Contacts
    • Chat Commands
    • Contact Details
  • Analytics
    • Dashboards
    • Goals
    • Audit Logs
    • Widgets
      • List of Widgets
  • Actions And Operations
    • Execution
      • Execution Diagram
    • Actions Availability
    • Variables and Tags
    • Dynamic Parsing And Content
    • Content
      • Text Action
      • Random Text Action
      • Quick Reply Action
      • Database Quick Reply Buttons Action
      • Quick Reply Array Action
      • Chat Delay Action
      • Phone Quick Reply Action
      • Email Quick Reply Action
      • Location Quick Reply Action
      • Display Location
      • Image Action
      • QR Code Action
      • Video Action
      • Audio Action
      • File Action
      • Url Action
      • NLP Topics Summary Action
      • Highly Structured Message
      • Custom Class
      • Comment Action
    • Input
      • Voice Recognition Action
      • Global Detection
        • Text Parse Action
        • NLP Processing Action
        • Dialogflow Detection Action
        • IBM Watson Assistant Intent Detection Action
        • OpenAI Assistant Detection
        • AI Detection
      • Generic Input Action
      • NLP Input Action
      • Number Input Action
      • Email Input Action
      • Phone Number Action
      • Media Attachment Action
      • Voice Input Action
      • Global Detection Action
      • OpenAI
        • OpenAI Assistant Input
        • OpenAI Assistant Detection
      • Dialogflow
        • Dialogflow Input Action
        • Dialogflow Detection Action
      • IBM Watson Assistant
        • IBM Watson Assistant Input Action
        • IBM Watson Assistant Detection Action
      • Large Language Models
        • AI Detection
        • AI Input
    • Flow
      • Agent State Check
      • Calendar Check
      • Channel Check
      • Conversation Bookmark Action
      • Create Conversation URL Action
      • Flow Control Action
      • Go To Action
      • Goal
      • Include Interaction Action
      • Log Message
      • Random Split Action
      • Reset Conversation Action
      • Set Chat Operator State Action
      • Schedule Behaviour Action
      • Tag Switch Action
      • Variable Switch Action
      • Set Context Action
      • Control Conversation Transfer Action
        • Forward Variable Value Action
    • Forms
      • Form Container
      • Fields
        • Text Box
        • Password
        • Text Area
        • Dropdown
        • Checkbox
        • Number
        • Date Picker
        • Time Picker
        • Calendar
        • File Upload
      • Layout
        • Image
        • Literal
        • Divider
        • Html Content
        • Custom CSS
    • Database
      • Load Single Record
      • Delete Records
      • Save Record
      • Save Raw Model
      • Query Collection Data
      • Move To Next Record
      • Set Field Filter Value
      • Order By Field
      • Set Field Value
      • Database Function
    • Cards
      • Carousel Template Action
      • List Card Template Action
      • Buttons Card Template Action
      • Card Container Action
      • Interactive Message Action
      • One-Time Notification Request Action
      • Database Carousel Action
      • Dynamic Carousel Action
      • Card And Menu Buttons
        • Postback Button Action
        • URL Button Action
        • Call Phone Button
        • Share Button Action
        • Nested Button Action
        • Interactive Button
    • Profile
      • Set Variable Action
      • Delete Variable Action
      • Set Tag Action
      • Delete Tag Action
      • Set Campaign Subscription Action
    • Privacy
      • Forget User
      • Privacy Opt-In
      • Privacy Flag Condition
    • IoT
      • Control Device State
      • Device State Switch
    • Integration
      • Call API Service Action
      • Execute Cloud Script Action
        • Base Conversation object methods
        • Firebase Connection methods
        • Xenioo Database Collection Methods
      • Execute Client Script Action
      • Send SMS Message
      • LINK Mobility Payment API Action
      • Marketing Platform Action
      • Dynamic Content Action
      • Post To Facebook Action
      • Firebase Database Action
      • ActiveCampaign Action
      • Zapier Webhook Action
      • Microsoft Teams Webhook Action
      • MailChimp Contact Action
      • Marketing Platform Action
      • Wordpress Search Action
      • RSS & Podcast Feed Action
      • SendGrid Mail Action
      • Send Mail Action
      • Send Custom Mail Action
  • Xenioo API
    • Choosing your API
    • Global Platform API
      • Authorization
      • Platform SSO
      • Bots
        • List
        • Publishing
          • Publish
          • Get Channel Settings
          • Set Channel Settings
        • Variables
        • Cloning and Referencing
          • Clone
          • Reference Clone
          • Attach Child
          • Detach Child
        • Backup And Restore
          • Backup
          • Restore
          • Restore With Overwrite
      • Teams
        • Members
          • List
          • Add Or Update
          • Delete
        • Profiles
          • List
          • Add Or Update
          • Delete
      • Conversations
        • Audiences
        • Audience Contacts
        • Entries
        • Share Url
      • NLP Query
      • Large Language Models
        • Settings
        • Guidelines
        • Add Resource
        • Delete Resource
        • Add Function
        • Delete Function
        • Train
        • Train State Check
        • Test
      • Statistics
        • Account Statistics Data
        • Bot Statistics Data
        • Report Files
        • Download Report File
      • Broadcasts
        • Broadcasts List
        • Broadcast State
  • Changelog
Powered by GitBook
On this page
  • Privacy
  • Download Conversation
  • Forget User
  • Conversation
  • Take Over Conversation
  • Hand Over Conversation
  • Lock User / Unlock User
  • Assign To Operator
  • Mark As Read
  • Redirect To...
  • Broadcast...
  • Reset
  • Tag Conversation
  • Operator Notifications
  • View
  • Hide Variables Panel
  • Execution Diagram
  • Share
  • Create View URL
  • Create Take Over URL
  • Remove All Shares

Was this helpful?

  1. Conversations

Chat Commands

PreviousContactsNextContact Details

Last updated 8 months ago

Was this helpful?

Chat Commands are available for each conversation to every operator that have at least .

Using the conversation menu you can activate from the cog icon you will be able to execute a number of different operations:

Privacy

Download Conversation

Forget User

Conversation

Take Over Conversation

Hand Over Conversation

If there's at least one shared link for this conversation, a window will ask you what to do with the shared links.

Lock User / Unlock User

Use the Lock/Unlock commands to stop every user incoming messages. When a user is locked every message is ignored and no chatbot activity happens. This is equivalent to banning the user from your chatbot.

Assign To Operator

Using this command you can do a Take Over of the conversation and make it so that only the specified operator can chat with the user. This function is usually managed by a support team manager who oversees customer conversations and redirects support calls. A standard take over message will be displayed to the user: this message can be freely customized. Message customization is persisted for each operator of your chatbot.

Mark As Read

Redirect To...

Broadcast...

This command will push a Broadcast or a Campaign to the current conversation. The broadcast will be queued and sent within 60 seconds from submission.

The selected broadcast or campaign will be executed targeting only the current conversation. If an audience is applied to the broadcast or the campaign, the filter will be applied only to the selected conversation.

As an example: if a broadcast targets all users, the broadcast will be sent only to the current conversation. If the broadcast targets only VIP users, the broadcast will be sent only if the current conversation falls inside the VIP users audience.

Reset

Tag Conversation

From this menu you can quickly tag a conversation by picking any of tags that have been created on the flow. Tags can be added and removed by simply checking and unchecking the related menu item.

Only tags that are created on the flow designer are listed in the menu. Custom tags that have been created directly in the tags section of the conversation cannot be displayed.

Operator Notifications

The Xenioo conversation section will display desktop notifications when a taken over conversation has a new message from the user.

On the very first message incoming, the Xenioo web page will display a prompt, asking for notifications permissions:

Make sure to accept the request to activate desktop notifications. Notifications are shown only when:

  1. The user writes a new message in a taken over conversation.

  2. The conversation page is not focused. You operator is either looking at another tab or any other application but the Xenioo conversation page.

If you are not asked to allow notifications on your very first taken over message make sure that the above points are valid. If still no notification is asked try deleting all of the cached content for the current Xenioo node on the browser.

The desktop notification will display the user name, chatbot name and, if set, the chatbot avatar. Clicking on the desktop notification will bring the convesation tab into focus (if your current browser support such functionality).

View

Hide Variables Panel

Execution Diagram

Share

Only one view and one take over URL can be active at any time. Generating a new URL will invalidate the previous one of the same type.

The shared URL does not require any form of authentication and grants access to the conversation for the given time to anyone that can receive it. Please consider carefully to whom you are sharing these contents.

Create View URL

Generate a new, view only URL. The user receiving this URL will be able to see the selected conversation in any browser for 48 hours.

Create Take Over URL

Generate a new take over URL. The user receiving this URL will be able to see the selected conversation and talk to the user in any browser for 48 hours.

Remove All Shares

This command will delete all active shares for the selected conversation. All active shares will expire and become inaccessible.

The conversation download command will export the full conversation history of the selected user since the very first contact as a CSV file. An additional CSV file will contain the full list of for the whole conversation.

This command will completely remove any conversation, variable, tag and interaction of the user from Xenioo. After this command no trace of the user will remain in the Xenioo systems. After choosing to forget the user the conversation will go in a lockdown state for a maximum of 60 minutes while Xenioo deletes all data. During this lockdown period any user interaction with the chatbot will be rejected and ignored. After complete deletion the user will be able to interact again with the chatbot but a brand new conversation will be started and the contact will be received as new. Please note that Xenioo will delete only its own data. If your systems or do manatin some kind of conversation history you will need to delete all information from there manually.

An enabled operator can take over a selected conversation anytime. When a conversation is taken over every user message is saved by your chatbot but ignored: no chatbot is triggered. After take over, the operator will be able to freely chat with the user, regardless of the . Use this command whenever you would like to talk directly to your contact.

Using this command you will hand over the conversation to Xenioo. After you hand over the conversation you won't be able to chat directly with the user and your chatbot will start again to react to user .

If you have not enabled for a conversation you can use this command to manually set the conversation as read. As soon as a new messages is received the conversation will of course become unread again.

At any time you may choose to forcefully redirect a user conversation to a specific or . Redirect can be particularly useful whenever your contact is stuck in some input or needs a specific section or topic and cannot find it.

The reset conversation command leads to three more options: Variables, Conversation Position and Variables and Conversation Position. The three commands will reset the current conversation by either clearing all non-basic variables or moving the , or both. This command has the same functionality of its .

Your operator has at least one browser tab set on the Xenioo conversation page for the bot. Offline notifications are currently not supported but can be created or to different services.

The can be hidden or shown to gain more chat space.

The is the full runtime history of you chatbot execution for a specific conversation. If allowed by your account you can activate it from here anytime.

Xenioo , and conversation interface allows you to share a single conversation by generating a unique URL that expires after a given time. The generated URL will display a simplified conversation interface on any browser giving, if requested, the ability to take over the conversation.

Using shared conversations view requires the license package. Additionally, your bot must also be published on the Web Channel to fully work with shared views, even on other channels.

Accessing a shared conversation both as view or take over mode will count as an for your account.

variables and tags
channels
interaction
channel
interactions
Behavior
Interaction
using mail
API calls
Variable Panel
Execution Diagram
scripting
actions
Pro Team Package
flow counterpart
additional action message
Automatic Read
conversation flow to the start
Assign, Control or Forget capabilities