4-) Chat

1-) System Messages

System messages are messages automatically sent by the system to customers who connect via the chat bubble when specific actions occur.

1.a – Search Bar:
You can search your welcome messages by title and message content using the search bar.

1.b – Create New Welcome Message:
Users

• a – System Message Type:
  You can determine under which condition the system message will be sent from this field.
  Available system messages are:
  Welcome Message: A predefined system message sent when a visitor connects via the chat bubble.
  Agent Logged In: A predefined system message sent when an agent joins the chat session.
  Session Closing Message: A predefined system message sent when the chat session time expires or when the session is ended by the agent or visitor.

• b – Language:
  System messages can only be sent via the chat bubble. The chat bubble script automatically detects the visitor’s language from browser settings. The system message is sent according to the detected language.

• c – Message Content:
  You can define the content of the message that will be automatically sent by the system when the selected system message type condition occurs.

1.c – Actions:
Actions allow you to perform operations on your existing welcome messages.

• Edit
  You can use the Eye icon to edit your system message content. All fields of the system message can be modified with this option.

• Trash Bin
  You can use this option to remove the system message.

2-) Quick Replies

Quick Replies are pre-created template messages used to provide fast, consistent, and standardized responses to frequently asked questions and routine customer requests.
These messages can be triggered and sent with a single click or defined keyboard shortcuts.

The Quick Replies feature accelerates customer communication on Supsis AI, reduces agent workload, and ensures standardized communication quality.

2.a – Add Quick Reply Title:
This field allows you to create titles under which quick replies will be grouped.

The created titles help categorize quick replies and provide faster access to the correct content during chat.

2.b – New Quick Reply:

This button opens the new quick reply creation form, formun

• a – Content Type:
  You can determine the content type of the quick reply from this field.
  The selected content type determines which shortcut key will trigger the quick reply.

• b – Group:
  You can select the quick reply title to which the content will belong.
  Grouping enables categorization of quick replies.
  For example, you can collect payment-related quick replies under the Payment title for better organization.

• c – Language and Translation Operations:
  From this field, you can add new languages in which the quick reply can be used and automatically translate the created content into those languages.
  The quick reply language determines which message will be automatically sent based on the preferred language of the conversation.

Translate Selected Language to Other Languages: Automatically translates the message content written in the currently edited language into other defined languages.
Add Language:
Allows you to add a new language to the quick reply.
Remove Language:
Removes the selected language from the quick reply.

• d – Quick Reply Title:
  You can define the name that will be displayed in the chat menu and other related areas.

• e – Message:
  You can write the message content that will be sent to the customer when the quick reply is triggered.

• f – Status:
  You can define whether the quick reply is active or inactive.
  Inactive quick replies remain saved in the panel but are not displayed in chat and quick reply selection areas.
  This allows you to temporarily disable quick replies without deleting them.

2.c – Add CTRL Content:

CTRL Content is a type of quick reply that enables fast message sending during chat using keyboard shortcuts. When the CTRL key and the defined shortcut character are pressed simultaneously, the predefined message text is automatically inserted into the chat message field.

The CTRL key may vary depending on the device;
On Windows devices: CTRL and ALT keys,
On Mac devices: triggered with the Control key.

• a – Shortcut Character:
  You can define the shortcut character that will trigger the quick reply.

2.d – Add TAB Content:

TAB Content is a type of quick reply that allows fast message sending during chat using a defined letter sequence, the Tab key, and a shortcut key combination.

After typing the defined letter sequence in the chat field, pressing the Tab key and then the defined shortcut key will automatically insert the predefined quick reply message into the chat field.

• a – Letter Sequence:
  Defines the letter sequence that will trigger the quick reply.

• b – Shortcut Key:
  Defines the shortcut key to be used after pressing the Tab key.

Example steps to trigger TAB content:

1. Type the defined letter sequence in the chat field,
2. Press the Tab key,
3. Press the defined shortcut key,

The quick reply message will be automatically inserted into the chat field.

Example:

• Letter Sequence: kar
• Shortcut Key: c

Type kar → press Tab → press C, and the relevant quick reply is triggered.

2.e – Add # Content:

Content allows quick access and sending of quick replies using the # (hashtag) symbol during chat.

After pressing the # key in the chat field and typing the defined letter sequence, matching quick replies are displayed in a list.

• a – Tag:
  Defines the tag information for the quick reply.

Steps to trigger # Content:
1. Open the relevant chat
2. Press the # key
3. Type the defined letter sequence
4. Matching quick replies are listed

Select from the list to send the message.

Note (Flexible Cursor Positioning): Quick replies triggered via the # shortcut are inserted directly at the exact position of your cursor in the chat message input field (at the beginning, middle, or end of the sentence). This allows you to seamlessly insert templates without altering your existing text.

Example:

If the tag is defined as shipping,

Typing # will list all # type quick replies.
Typing shipping will filter and display the relevant quick replies.

2.f – Edit Quick Reply Title:
You can edit quick reply titles and their descriptions from this section.

2.g – Edit Quick Reply:
Opens the quick reply registration form of the selected quick reply.

2.h – Delete Quick Reply:
Permanently deletes the quick reply from your panel.

3-) Chat Assignment

Chat Assignment ensures that customer conversations are directed to the right agents in a controlled manner.

3.a – Automatic Conversation Transfer:
When enabled, waiting customer conversations are automatically assigned to available agents.

3.b – Force Unowned Contacts to Wait in Queue:
Only contacts with an assigned owner are included in automatic assignment.

3.c – Automatically Assign Owned Contacts to Their Owner (Even If Chatbot Is Active):
Owned contacts are directly routed to their assigned agent.

3.d – Show Unowned Contacts Only to Admins:
Unowned contacts are visible only to fully authorized users.

3.e – Automatic Contact Ownership:
When enabled, the assigned agent also becomes the contact owner.

3.f – Automatic Assignment Limit:
Defines the maximum number of automatic assignments per agent.

3.g – Algorithm:

• Ordered: Assigns chats sequentially.
• Random: Distributes chats randomly.
• Round Robin: Assigns chats prioritizing the least busy agents.
• Round Robin Reverse: Assigns chats prioritizing the most busy agents.

4-) Time Settings

Time Settings allow you to control time-based behaviors in conversations.

4.a – Delay Time:
If no agent joins within this time, the chat is labeled as “Delayed Chat.”

4.b – Idle Time:
Defines how long a contact can wait unassigned after an agent leaves the chat.

4.c – Auto Close Time:
Defines the time after which the chat is automatically closed after connection loss.

4.d – Inactive Chat Time:
If no message is sent within the defined period, the chat is considered inactive.

4.e – Inactive Chat Close Time:
Automatically closes the chat after the defined inactive duration.

5-) Blocked Messages

The Blocked Messages feature prevents agents from sending messages containing defined forbidden words.

Blocked word control applies only to agents; customers are not restricted.

5.a – Add New Blocked Word:
Add a new blocked word.

5.b – Blocked Word Actions:

• Edit
  Edit the content and status (active/passive).

• Delete
  Delete the blocked word from the system.