Built-in Messages ✉️

The built-in messages are pre-programmed messages sent automatically by Nulu Business. You can find them by navigating to:

Settings > Messages

Offline Message 🕰️

Notify the user when their message is sent outside of the scheduled office hours, or all agents are offline.

• Text formatting is supported.
• Merge fields are supported.
• To learn more about the office hours option, click here.
• The offline message is sent to the same user a maximum of 1 time per hour.
• If the chatbot's human takeover feature is activated, the offline message is only sent during human takeover.
• If you or any other agent is online using Slack, the offline message will not be sent.

Privacy Message 🛡️

Present a privacy message accompanied by Accept and Decline buttons. The user's approval by clicking on the Accept button is required to start using the chat. This feature ensures privacy policy enforcement and GDPR compliance.

• The privacy message is not shown if the Require registration option has been enabled.
• The privacy message is also sent to messaging channels like WhatsApp, but the user does not have the option to approve or decline the privacy policy. The messaging functionalities are not blocked either. The message is sent after the user initiates the conversation by sending their first message.

Pop-up Message 📢

Show a pop-up notification to all users.

• The pop-up message is always shown until the user manually closes it; then it stays closed.

Welcome Message 👋

Send a message to new users when they visit the website for the first time.

• Text formatting is supported.
• Merge fields are supported.
• Rich messages are supported.
• The welcome message is not sent to Slack.
• Conversations containing only the welcome message (and no response) are automatically archived.

Follow-up Message 🔄

If no agents respond within the specified time interval, a message will be sent to request the user's details, such as their email.

• Text formatting is supported.
• Merge fields are supported.
• If the delay is not set, a dynamic time interval is utilized and it is determined as follows: If Settings > Miscellaneous > Office hours is configured, and the current time falls within the defined office hours, or if at least one agent is online, then the delay will be set to 15 seconds. In all other cases, the delay will be set to 5 seconds.
• Follow-up messages are sent a maximum of once every 24 hours.
• If the user provides an email address and the newsletter feature is enabled, the email address will be subscribed.
• The follow-up message is sent only to users without an email address.
• If the chatbot's human takeover feature is activated, the follow-up message is only sent during human takeover.

Subscribe Message 📧

If no agents respond within the specified time interval, a message will be sent to request the user's details, such as their email.

• Text formatting is supported.
• Merge fields are supported.
• If the user provides an email address and the newsletter feature is enabled, the email address will be subscribed.
• The subscribe message is sent only to users without an email address.
• If the chatbot's human takeover feature is activated, the offline message is only sent during human takeover.

Attachments 📎

The allowed file attachments extensions are set in the supportboard/include/upload.php file. The following image formats are displayed automatically: .jpg, .jpeg, .png.

Add new allowed file extensions by adding the code define("SB_FILE_EXTENSIONS", ["exe", "abc",...]) to the config.php file of your Nulu Business installation folder. Replace ["exe", "abc",...] with an array containing the extensions you want to allow.

For instructions on sending attachments with a chatbot, click here.

More Information ℹ️

Here, you can access information regarding a variety of features associated with conversations.

Tags 🏷️

Tags enable more efficient organization and grouping of conversations. Please refer to the information below for further details.

• You can manage the tags from:

Settings > Admin > Tags

• Tags can be assigned to conversations through different methods: via the admin area by navigating to Settings > Automations > More, through Dialogflow actions, and by inserting the JS variable SB_DEFAULT_TAGS into a page showing the chat or into a web page displaying the chat or the tickets panel.
• To locate conversations with specific tags, simply enter the tag names into the search bar located at the top-left corner of the admin conversations area, or you can select the desired tag from the dedicated filters menu on top-left. The tags filter is visible only if at least one tag is assigned to a conversation.
• You can disable the tags from:

Settings > Admin > Disable tags

Notes 📝

Notes allow users to add comments to conversations that are only visible to agents and admins.

• If you are using Nulu AI, we suggest enabling the note data scraping option.

Transcript 📄

The full conversation can be sent to the user by the agent or admin as a transcript file.

• Agents and admins can send conversation transcripts to users by clicking the Transcript button in the top-right corner of the admin's conversation window.
• You can automatically send the transcript to the user when you archive a conversation by using the close message available at Settings > Messages > Close message.
• You can send the transcript to the user only if the user has an email.

Conclusion

Utilize the built-in messages provided by Nulu Business to enhance your user interactions and ensure efficient communication. Refer to the above sections for detailed information on each type of built-in message and how to configure them to suit your needs.