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Templates, Channels, and Settings

The chat workspace at chat.smsbat.com provides powerful tools to speed up customer replies, connect additional communication channels, and customize your personal operator workspace.

1. Message Templates and Dynamic Variables

Templates allow you to save frequently used text templates and reply to clients in a single click.

Creating Templates

Go to the Templates (/templates) section inside the sidebar to manage your library. * Click Create to write a new template. * You can define a unique template name and body text. * Administrators can filter templates by specific Organizations.

Using Dynamic Variables

To personalize templates automatically, you can insert dynamic variables inside the template text using double curly brackets {{ ... }}. * Format: {{VariableName}} * Common variables: * {{OperatorName}} — dynamically replaced with the display name of the operator who sends the message. * Custom customer or transaction variables configured by your organization.

Applying Templates in Chats

When typing a message in the active chat feed, you can: * Select a template from the templates dialog to populate the text input area. * Use the Reply As... action button to send a pre-defined template directly to the customer without editing.

2. Integrated Communication Channels

In addition to Viber, the dashboard supports multiple business and marketplace integrations to consolidate all customer inquiries:

  • Viber & ViberBot: Direct 1-on-1 customer service and automated bot workflows.
  • Telegram: Interactive business chat-bots.
  • WhatsApp: Official WhatsApp Business API messages.
  • Instagram: Supports direct text messages and media attachments (such as .jpeg, .png, .mp4 video, and audio files like .mp3, .wav, .ogg).
  • Facebook Messenger: Customer chats from your official Facebook pages.
  • Rozetka & Prom.ua: Customer inquiries directly from leading Ukrainian marketplaces.
  • OLX: Customer chats from OLX listings (supports .jpeg, .jpg, .png attachments).
  • Chat Widget: Live support widget integrated on your company's website.

3. Operator Workspace Customization

In the Settings (/settings) panel, support operators can customize their workspace environment:

  • Dark/Light Theme Toggle: Switch between a dark user interface (optimal for night shifts) and a light theme.
  • Interface Language: Change the dashboard language.
  • Sound Alerts (Notification Bells): Custom sounds for incoming messages.
  • Operators can test and choose different ringtone/alert profiles for their individual accounts.
  • Admins can configure a default notification sound profile at the Organization level to ensure consistent alerts.

4. Real-time Status Indicators

  • Typing Indicator: Whenever another support operator or bot user is actively typing in the chat room, you will see a real-time typing status at the bottom of the feed (e.g., "Operator John is typing...").
  • Message Delivery Status: Colored checkmarks verify whether a message is sent, delivered, or read by the customer.