Features and Tools

This section includes advanced tools and actions provided to help you manage chat processes effectively and in a controlled manner.
Agents can conduct conversations more efficiently through communication-enhancing features, tools that support internal team coordination, and managerial actions that allow intervention in chat sessions. The features in this area aim not only to improve customer experience but also to accelerate and standardize agents’ operational processes.

1-) Transmission Type

This section allows you to determine through which communication channel the message written in the chat area will be delivered to the customer. According to the selected transmission type, your message will be sent to the customer via the relevant channel.

In order to use transmission types other than Chat, certain technical and content requirements must be fulfilled.

• 1.a – Chat: Allows you to send a chat message to the customer through the channel where you are currently communicating actively. The message is delivered directly to the customer within the existing chat session.

• 1.b – Email: Allows you to send a message via email to the person you are communicating with. To use this feature:

  • The Email field must be filled in on the contact card,
  • At least one email account must be defined in your Supsis panel. If you have not yet configured email, you can review the Email documentation for more information.

• 1.c – SMS: Allows you to send SMS messages to the contact. For SMS sending:

  • The contact card must include a phone number,
  • SMS integration must be active in your panel. To activate SMS integration and learn more about its functionality, please review the SMS Integration documentation.

2-) Chat Assistants

Chat assistants include support tools that enable you to manage communication with customers faster and more efficiently. With these tools, you can easily perform actions such as message creation, editing, translation, and using predefined replies, thereby improving the customer experience.

• 2.a – Speech to Text:

  This feature allows you to convert your spoken words into written text using your microphone. Creating messages by speaking instead of typing helps save time, especially in situations requiring quick responses.

Note: If this feature does not work, go to your browser’s Site Settings and make sure microphone permission is enabled.

• 2.b – AI Co-Pilot:

  This button activates the AI Co-Pilot feature. With Co-Pilot, you can automatically edit, improve, or regenerate your written messages using artificial intelligence. Co-Pilot helps you establish more consistent, clear, and professional communication with customers.

The functions provided by AI Co-Pilot include:

• Expand Sentence: Turns short and surface-level messages into more detailed and explanatory ones.

• Change Tone: Allows you to modify the tone and style of your message. Messages can be rewritten in professional, friendly, simple, assertive, or casual tones.

• AI Reply: The AI analyzes previous conversations in the current session and generates a contextually appropriate response suggestion.

• Run Prompt: Allows you to generate automatic messages or rewrite existing content according to specific rules based on the prompts you provide.

• Translate: Automatically translates the message written in the chat area into your language, the customer’s language, or a specified language using AI.
  The “Your Language” section is based on the language defined in Agent Settings.
  The customer’s language is determined according to the Preferred Language field in the contact card.

• Correct Spelling: Automatically corrects spelling and punctuation mistakes in your message, making it more readable and professional.

Note: To use AI Co-Pilot features, OpenAI integration must be active in your panel. For detailed information about integration, please review the OpenAI Integration documentation.

• 2.c – Predefined Content:

  Predefined content allows you to respond quickly to frequently asked questions or recurring customer requests using pre-configured message templates in your Supsis panel.

  You can easily insert predefined content into the chat area by clicking on the relevant template or using the keyboard shortcuts / # tags defined in the predefined content menu. Shortcut # tags and predefined content are inserted directly at the exact location of your cursor in the message field (at the beginning, middle, or end of the sentence). This helps shorten response times and ensures consistent messaging across your team.

3-) Additional Content

This section includes additional content sending tools that enrich the messaging experience during a conversation. In addition to text messages, you can use different content types such as emojis, location, files, and voice messages to establish more effective and clear communication with your customers.

• 3.a – Send Emoji: You can make your communication more friendly, expressive, and clear by adding emojis to your messages.

• 3.b – Send Location (Search & Custom Map Pin Selection): An advanced location sharing modal to send precise address and geographic data to customers.

• Address & Coordinate Search: Search for any street address, landmark, or coordinates in the search box to pinpoint the location on the map.
• Interactive Map Selection: Click anywhere on the interactive map to place a custom pin for specific store, branch, or meeting locations.
• Use My Location: Click the "Use my location" button to instantly capture your browser/device's current geolocation.

• Address Preview: Detailed address information for the pinned point is previewed in the bottom card before sending.

• 3.c – Send File: Allows you to easily send photos, videos, documents, and similar media files to customers. This feature can be used when sharing informational documents, visual materials, or additional files.

• 3.d – Send Voice Message: Allows you to send voice messages to customers using your microphone. It provides a practical communication alternative in situations where written communication is insufficient or when a quick explanation is required.

### 4-) Advanced Chat Actions

This section allows you to access advanced actions that can be used during a conversation. With features such as automation triggering and voice/video calls, you can maintain customer interactions more quickly, effectively, and efficiently.

• 4.a – Automations: Through this area, you can access automations triggered via the profile button and manually run automations within your authorization scope.
  Triggered automations become active using chat content and information available in the contact card, automatically executing the actions defined in the automation diagram.

• 4.b – Voice Call: With this feature, you can conduct real-time voice calls with customers and use additional functions such as screen sharing during the call to make communication faster and more efficient.

• 4.c – Video Call: The video call feature enables you to conduct one-on-one and interactive conversations with visitors. During video calls, additional features such as screen sharing can be used, allowing product demonstrations, technical support, or guidance scenarios to be managed more effectively.

Note: Voice and video call features are only available for visitors coming from the website.

5-) Extra Features

This section brings together supportive and managerial tools that you may need during and after conversations. With extra features, you can manage communication more efficiently, enhance internal team coordination, and gain greater control over customer interactions.

• 5.a – Automatic Translation: When this feature is enabled, messages written by the customer are displayed in your language, and messages you write are displayed in the customer’s preferred language.
  For automatic translation to function properly, the customer must be connected to the system via the chat widget.
  The translation feature operates based on the “Preferred Language” field of the contact you are communicating with.

• 5.b – Hide System Messages: Allows you to hide automatically generated system notifications (such as “You joined the chat” or “You left the chat”) from the chat screen. This ensures a cleaner and simpler chat flow.

• 5.c – Create Task: During conversations with customers, enables you to automatically create a task card in the task management module linked to the relevant contact’s card. This feature simplifies task tracking and process management.

• 5.d – Mark as Unread: Allows you to mark a previously read conversation as unread so you can filter and review it later. This makes it easier to revisit important discussions.

• 5.e – Transfer: Allows you to transfer the current chat session to another agent. The transfer process enables the conversation to continue with a more suitable representative.

• 5.f – Private Message: With this feature, you can send private messages visible only to agents and not to the customer. Private messages can be used for internal communication, note-taking, or sharing information about previous conversations. These messages remain visible to agents when the customer reconnects.

• 5.g – Block: Allows you to block the person in the chat session from sending messages to you or receiving messages from you. You can later remove this restriction either from this section or from the Blocked Visitors section under the Contacts menu.

• 5.h – Show Profile: Opens the contact card containing all available information about the customer. From this section, you can review customer details in depth.

• 5.i – End Conversation: Allows you to terminate the active chat session. A terminated conversation cannot continue unless restarted. It is used to indicate that the conversation has been completed and to close the session.