Create and send

To install Support Board on your server please follow the steps below:
To display the chat on your website, please include the following scripts into the <head><head> or <footer><footer> area of each page you would like for the chat to be visible. If you have a custom folder name replace the URL part 'supportboard' with your folder name.
<script src="supportboard/js/min/jquery.min.js"></script> <!-- Not required if jQuery is already loaded --> <script id="sbinit" src="supportboard/js/main.js"></script>
If you migrate the chat to a new domain / URL you need to edit the config.php file (it's in the Support Board folder) and update the SB_URL constant with the new URL.
In order to install Support Board on WordPress follow the steps below:
Once the installation is completed you can check the system requirements from Settings > Miscellaneous > System requirements.
To activate the plugin and enable all of the features (including automatic updates and more secure encryption), you need to insert the Envato Purchase Code into the Settings > Miscellaneous area of the Support Board Admin page.
Find your Envato Purchase CodeIf you want to use the same chat installation on multiple domains, your server must allow cross-origin requests. To enable cross-origin requests on your server follow the steps below:
You can view tutorials for the most common server administration software in the list below:
When using the chat on iPhones the textarea is automatically zoomed when the user's start typing a new message. To stop the zoom insert the code below into the <head> area of all the pages that include the chat.
<meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=1.0, user-scalable=no" />
By default, the admin URL is something like https://your-website.com/support/admin.php. You can hide the admin.php part of the URL and make it like https://your-website.com/support/ by inserting the following code in your .htaccess file:
<ifmodule mod_dir.c> DirectoryIndex admin.php</ifmodule>
If you're having any issues at all, please contact our friendly support team at support@schiocco.com. Before contacting us, please make sure that your server has all the requirements listed above. On that same note, if you are using the WordPress version, please make sure that your WordPress installation has all the requirements listed above.
For any issue you can check the system requirements from Settings > Miscellaneous > System requirements. We can not provide support about solving the issues reported by the system requirement function, please contact your hosting or server support if you need help.
You cannot see and test the chat as a user if you're logged-into the admin area. To test the chat as a user, please log out of your admin account. Alternatively, you can use another browser window in “private” or “incognito” mode. Additionally, you can force a logout by executing the SBF.reset() function in the browser console.
If you can no longer log in to the admin area because you forgot the email or password of the admin account, you can resolve this issue by following the steps below:
If you're using the WordPress version, create a new WordPress user with administrative privileges, then logout from your current account, and log in with the new one. Once you're into Support Board, change the password of your previous agent from Users > Agents and admins.
If you accidentally delete all of your admin and agent accounts and can no longer log in to the admin area, you can resolve this issue by following the steps below:
If your server and/or website goes down or suddenly stops working after a few minutes of chat usage, the issue could be related to your server's Firewall. This usually happens as a result of an IP Address Banning (Fail2Ban) or Web Application Firewall (ModSecurity) settings. The multiple AJAX requests from the chat to the database are recognized as a "server attack" and so your server places a temporary block on your IP address. This issue should only affect you and/or your developers; visitors/users should not be affected. To confirm whether or not this is the issue, use a VPN service like Hotspot Shield. When the server goes down, activate the VPN to change your IP and try accessing your website again. If the website works normally, the issue is confirmed. To solve it temporarily disable fail2ban or contact your hosting support for additional support.
Insert the code var SB_DISABLED = true; into a page to prevent the chat from loading.
Conversations have a total of four different statuses: mark as read, archive, delete and restore. You can manage the status of a conversation by opening it in the conversations area and then clicking any of the corresponding icon buttons in the top right of the conversation window.
The text editor of the admin area and automated messages(example: welcome and subscribe messages) can be used to create stylized messages:
code block
, surround it with
```: ```your text```.
Merge fields are strings replaced by external values when used. Merge fields can be used in any message or automated message, including chatbot messages.
Code | Description |
---|---|
{user_name} |
Full name of the active user. |
{user_email} |
Email of the active user. |
Rich messages are special messages with interactive features like buttons, dropdowns, or inputs. They allow an agent to request information from the user via a user input form or to diplay interactive contents. Rich messages can be inserted into a chat message using shortcodes. Shortcodes accept various parameters like title and description. The available Rich Messages are listed below.
Name | Shortcode | Description |
---|---|---|
Card |
[card image="URL" header="TITLE" description="Lorem ipsum dolor sit amete" link="URL" link-text="Purchase" extra="$599"] |
Call-to-action card with an image, title, description, link, and more. |
Slider |
[slider image-1="URL" header-1="TITLE" description-1="Lorem ipsum dolor sit amete" link-1="URL" link-text-1="Purchase" extra-1="$599" image-2="URL" header-2="TITLE" description-2="Lorem ipsum dolor sit amete" link-2="URL" link-text-2="Purchase" extra-2="$599"] |
Slider of call-to-action cards with an image, title, description, link, and more. You can add up to 10 slides. |
Slider images |
[slider-images images="URL,URL,URL"] |
Slider of images. |
Chips |
[chips options="A,B,C"] |
List of buttons. |
Buttons |
[buttons options="A,B,C"] |
List of buttons. |
Select |
[select options="A,B,C"] |
Dropdown list of options. |
Inputs |
[inputs values="A,B,C" button="Send now"] |
List of text inputs. |
[email name="true" last-name="true" phone="true" phone-required="false" placeholder=""] |
Form to collect the user's email and phone number. All attributes are optional. Follow up settings used as default values. | |
Registration |
[registration] |
Registration form. |
Timetable |
[timetable] |
Timetable. |
Articles |
[articles] |
Articles with search area. |
Rating |
[rating] |
Agent rating form. |
List |
[list values="A,B,C"] |
Text list. |
List double |
[list values="A:X,B:Y,C:Z"] |
Text list with titles. |
List image |
[list-image values="URL:A,URL:B,URL:C"] |
Text list with titles and images. |
Table |
[table header="A,B,C" values="A:B:C,A:B:C,A:B:C"] |
Table. |
Button |
[button link="https://board.support" name="Click here" target="_blank" style="link"] |
Display a link or open an article. The attribute target="_blank" is optional and open the link in a new window. The attribute style="link" is optional and change the button design. To open an article on click the link value must be #article-ID, replace ID with the article ID. |
Video |
[video type="youtube" id="0TImic4N1ko" height="350"] |
Display a YouTube or Vimeo video. The value of the attribute type can be youtube or vimeo. The attribute id is the ID of the video, get it from the URL. The attribute height is optional and sets the video height in px. |
Image |
[image url="https://board.support/media/admin.png"] |
Image. |
Share |
[share fb="https://board.support/" tw="https://board.support/" li="https://board.support/" pi="https://board.support/" wa="https://board.support/"] |
Social share buttons. |
All of the Rich Messages support the following parameters:
Parameters | Description |
---|---|
id="123" |
The ID of the Rich Message (used also to save the JSON data). |
title="ABC" |
The Rich Message title. |
message="ABC" |
The Rich Message description that appears underneath the title. |
success="ABC" |
The message that appears when the user completes and sends the Rich Message. The user input is appended to this message. |
settings="ABC" |
Extra field for optional extra values. |
When a user completes a Rich Message form, a success message is shown. The message includes the user's input/selection. The user's response data is saved in JSON format in the database under table sb_messages and column payload. Example:
{"rich-messages":{"4Voyu":{"type":"email","result":{"email":["example@gmail.com","Your email ..."]}}}}
You can create custom Rich Messages with your own custom content by going to Settings > Miscellaneous. Currently, custom Rich Messages are static and there are no interactive options available as there are with shortcodes. However, you can insert custom HTML codes.
When creating a custom Rich Message, you can use the following codes:
Code | Description |
---|---|
<a href="https://www.google.com" target="_blank" class="sb-rich-btn sb-btn">Click here</a> |
Link with button design. |
<a href="https://www.google.com" target="_blank" class="sb-rich-btn sb-btn-text">Click here</a> |
Link. |
<div class="sb-image"><img src="https://via.placeholder.com/1500x600" class="sb-image" /></div> |
Image that zoom on click. |
The allowed file attachments extensions are set in the supportboard/include/upload.php file. The following image formats are displayed automatically: .jpg, .jpeg, .png.
Manage users from the Users area in the left menu of the Admin area.
You can search users by name, surname, email, and custom fields.
You can delete a user by opening the User edit box and then clicking Delete user. To delete multiple users at once, select the users you want to delete from the Users table and then click the top right Delete icon.
Type | Description |
---|---|
user |
A "user" is any user with an email. |
lead |
A "guest" is any user without an email address who is automatically registered without registration and has at least one conversation. |
visitor |
A "visitor" is any user who has not started a conversation. Note: Visitors are automatically deleted every 24 hours. |
Manage agents from the Users area. An agent is a special user that can log in to the admin area and reply to all of the conversations. There are two types of agents: agents and admins. Admins are the only ones that can create new agents and admins; they also have access to the settings area. Agents can only manage users and conversations.
If you are using the WordPress version of Support Board, an admin is created on plugin activation with the same user and password of the logged-in user.
Both agents and users can receive an email notification when a new message is received.
When a user sends their first message, an email is sent to all of the agents; subsequent emails are sent only to the last agent of the conversation. At this point, email notifications are sent only if the agent is offline. Subsequent messages will not trigger a new email alert unless the user reloads the page or navigates to another page.
When an agent sends a message to a user, an email is sent to the user only if the user is offline. Subsequent messages do not trigger a new email alert unless the admin reloads the Support Board admin area page.
To manage the emails and create the contents go to Settings > Notifications. You can use text and HTML. New lines are automatically converted to <br />. You can use the following code in the email. These codes are automatically replaced with the updated information.
Code | Description |
---|---|
{recipient_name} |
The name of the user or agent who is receiving the email. |
{sender_name} |
The name of the user or agent who was sending the message that triggered the email notification. |
{sender_profile_image} |
The profile image of the user or agent who was sending the message that triggered the email notification. |
{message} |
The links to any attachments that were part of the message that triggered the email notification. |
{attachments} |
Emails may not be delivered for several reasons; below are the most common ones: |
Emails may not be delivered several reasons; below are the most common ones:
Reason | Description | Solution |
---|---|---|
Hosting problems | The email server of your web hosting provider is not able to send emails or the emails are sent but are automatically detected as spam and deleted by the email clients. | Please contact your web hosting provider regarding email support or use your SMTP server by activating it in the Notifications area. |
SMTP problems | The email is not sent also if you activated the SMTP option in the Notifications area. | We don't provide support for problems related to your SMTP. Send a test email to get details about the issue or use sendgrid.com, you can send 40000 emails for 30 days for free, then 100/day forever for free. Note: if you're using Gmail insert smtp.gmail.com as host and set 465 or 587 as port. You need also to allow access to Gmail to less secure apps, you can do it from https://myaccount.google.com/lesssecureapps. |
You can set the office hours timetable from Settings > Miscellaneous. Office hours are used for:
The office hours are in UTC format. Your UTC is generated automatically when you click the field Settings > Miscellaneous > UTF offset. To manually get the UTC offset of your area, go to: https://browserspy.dk/ or wikipedia.org/wiki/List_of_UTC_time_offsets and copy the offset (ex. for UTC −12:00, insert -12). Only integers are accepted. If your offset is not an integer (ex. UTC -12:30 or UTC -12:45), try searching for an alternative UTC offset. If you can't find an integer offset, you will need to manually adjust the times in the office hours table to fix the gap.
The date and time format of the timetable matchs automatically the one used in the country of the browser language of the user.
Knowledge base articles provide instant answers to customers to help reduce customer support volume. To manage the articles, go to Settings > Articles. Articles support HTML code, which can be used to add images, videos, and other content. Here are some HTML code examples that you can use:
Name | Code |
---|---|
Button |
<a href="https://www.google.com" target="_blank" class="sb-rich-btn sb-btn">Click here</a> |
Image |
<img src="https://via.placeholder.com/1500x600" /> |
Image with lightbox |
<div class="sb-image"><img src="https://via.placeholder.com/1500x600" class="sb-image" /></div> |
Video |
<video controls><source src="video.mp4" type="video/mp4"></video> |
YouTube and Vimeo | Insert the embed code provided by YouTube or Vimeo |
Knowledge base articles can be shown in the chat dashboard by enabling them from the Settings > Chat area. Alternatively, articles can be shared via the Rich Message shortcode, [articles].
Support Board is fully multilingual and provides powerful features to detect the user's language on the fly.
To edit the languages of both chat and admin, go to Settings > Translations. Some settings, like emails, are translatable directly.
The front-end chat is already translated into 20+ languages. There are many options available to set the language:
To translate the admin area follow the steps below:
To set the admin area language you have two options:
You can translate almost any custom content: Rich Messages, titles, descriptions, automatic messages, chat header, and more. To add translations, select the language you want and click the New translation button.
To add a new language, follow the steps below:
To add a new language for the admin area, follow the exact same steps, but use folder admin instead. New languages will not be lost or deleted on plugin updates.
To edit the languages for both chat and admin, go to Settings > Translations. The front-end chat has already been translated into 20+ languages.
Departments give you the power to distribute conversations and assign various agents to specific departments. For example, you can create a department entitled "Sales" and assign specific conversations to that department. To start using departments, follow the steps below:
When the queue is activated via Settings > Miscellaneous > Queue, users enter into a queue automatically when an agent's chat limit is reached. When a user enters the queue, a message with the current position in the queue and the estimated waiting time is displayed. Support Board automatically assigns the conversations to all available agents proportionately. When an agent marks a conversation as completed (by archiving it), the queue is updated and a new conversation is received.
When the routing is activated via Settings > Miscellaneous > Routing, Support Board automatically assigns the users conversations to all available agents proportionately.
Push notifications are like Desktop notifications but with some key difference. Desktop notifications, also called Web notifications, are requested directly by the client while Push notifications come from a server. The main difference is that the Push notifications work always, also if your device is offline, or Support Board is not open. Also, they are persistent and always visible until closed. Push notifications require an external service to work. We use Pusher, it is free to use for the admin notifications sent to the agents, and it's free to use for up to 2000 users/devices when sending notifications to the users. Unfortunately, Apple has yet to provide iOS support, but we hope it will come soon.
To understand how notifications work and when they are sent read the information below. If you think notifications are not working, most probably you're just testing them in the wrong way, please read the information below before asking for support.
Email piping lets you, your agents, and your users reply to chat messages via email.
To activate the email piping go to Settings > Notifications > Email piping and insert your POP3/IMAP email server information, then set the email address to use for the email piping in Settings > Notifications > Email settings and you're done! The email address must be the one to which the Email piping server connects to. Support Board will send all emails from this email address and you, your agents, and your users will reply to this email address.
Activate Pusher (recommended) to use the WebSockets instead of HTTP AJAX requests for the chat functionalities. WebSockets drastically improve the chat performance by removing the need for repeated AJAX requests to your server for checking for new messages and conversations. WebSockets also improve responsivness of the chat: faster messages delivery, more accurate online and typing status, more accurate online users list and more.
The settings below are related to the WordPress version of Support Board.
WordPress users can be automatically synchronized with Support Board by selecting "WordPress" under the Users system in the Settings > WordPress area. When active, the front-end chat automatically recognize all logged-in WordPress users and create a new Support Board user account with the same details (name, surname, email, and password). Also, the log-in form recognize the email and password of each WordPress user.
To download, install, and activate the WordPress Apps go to the Settings > Apps area of Support Board and insert the Envato Purchase Code.
You can access the admin area directly without going through WordPress by navigating to /wp-content/plugins/supportboard/supportboard/admin.php and logging in with your default WordPress user or agent email and password. Keep in mind that your wp-content folder might be different. By accessing the admin directly, you will also be able to use the admin area as a Progressive Web App. You can find more details on this by clicking here.
To logout from the admin area of Support Board, logout from WordPress from the admin area of Support Board, once logged-out you will be able to login with another WordPress account. To access the admin area from within WordPress you must log in with one of the following user accounts: administrator, author, editor.
To get the ID of a specific page or Post Type, go to the admin area of WordPress and edit the page or post. The ID is displayed in the address bar. Example: http://your-site.com/wp-admin/post.php?post=11&action=edit&lang=en (the page/post ID is equal to 11).
The Post Type slug of the blog archive and posts is post. The Post Type of the pages is page. To obtain the slug of a custom Post Type, go to the admin area of WordPress and open the custom Post Type page from the left menu. The slug is displayed in the address bar. Example: http://your-site.com/wp-admin/edit.php?post_type=food (the slug is food).
The prevent WordPress from replacing the chat emiji with the WordPress ones insert the code below in the file functions.php of your theme.
function disable_emojis() { remove_action("wp_head", "print_emoji_detection_script", 7); remove_action("admin_print_scripts", "'print_emoji_detection_script"); remove_action("wp_print_styles", "print_emoji_styles"); remove_action("admin_print_styles", "print_emoji_styles"); } add_action("init", "disable_emojis");
The settings below are related to the Perfex App.
The installation requires two steps:
The settings below are related to the WHMCS App.
The process requires two installations, one is the WHMCS add-on, and one is the Support Board App.
Updating the WHMCS App in Support Board is easy, you can enable the automatic updates or manually update it. Details here. To update the WHMCS add-on you will need to download the latest version of the add-on from https://board.support/docs/files/whmcs/addon.zip and manually replace the /modules/addons/supportboard/ directory of your WHMCS installation with the new one just downloaded.
The settings below are related to the Ultimate Membership Pro App.
New users are synchronized automatically. To manually syncronize existing users go to Settings > WordPress > Synchronize users and click Import users.
The settings below are related to the Active eCommerce App.
The process requires two installations, one is the Support Board App, and one is the installation in Active eCommerce.
<script src="https://[YOUR-SITE]/js/min/jquery.min.js"></script> <script id="sbinit" src="[YOUR-SITE]/js/main.js"></script> @php $code = ''; if (Auth::check() && !isAdmin()) $code = 'var SB_AECOMMERCE_ACTIVE_USER = ' . Auth::user()->id . ';'; if (isset($detailedProduct)) $code .= 'var SB_DEFAULT_AGENT = "aecommerce-' . $detailedProduct->user->id . '";'; if (Session::has('cart')) if (count($cart = Session::get('cart')) > 0) { $code .= 'var SB_AECOMMERCE_CART = ['; foreach ($cart as $key => $item) { $code .= '["' . $item['id'] . '", "' . $item['price'] . '", "' . $item['quantity'] . '"],'; } $code = substr($code, 0, -1) . '];'; } if ($code != '') echo '<script>' . $code . '</script>'; @endphp
Updating the Active eCommerce App in Support Board is easy, you can enable the automatic updates or manually update it. Details here. If you update Active eCommerce, you will need to insert again the code above in the file footer.blade.php.
To force sellers to see only the conversations of users writing from their product pages enable the option Settings > Miscellaneous > Hide conversations of other agents . After that, just click the button Settings > Active eCommerce > Import sellers and you're done! The sellers will be registered in Support Board and can log in to the admin area.
Admins can always see the conversations of all agents(sellers).
The settings below are related to the WooCommerce App for the WordPress version of Support Board.
To start using the Dialogflow chatbot go Settings > WooCommerce > Dialogflow synchronization and click Synchronize entities now, then click Create Intents now. Once the synchronization is completed you're done. The chatbot will start replying to the users' questions.
By importing the built-in Intents the bot can answer the questions like the below ones. For the full list please visit the Intents area of the Dialogflow console.
The following actions allow the bot to interact with the shop autonomously on behalf of the user. To use an action go to Dialogflow, edit an Intent, and add a new Custom Payload response with the following syntax: { "ACTION-NAME": ACTION-VALUE }.
Action code | Description |
---|---|
{ "woocommerce-update-cart": [ "cart-add", "PRODUCT-NAME-OR-ID" ] } |
Adds a product to the user's cart. Replace PRODUCT-NAME-OR-ID with the ID or full name of a product. |
{ "woocommerce-update-cart": [ "cart-remove", "PRODUCT-NAME-OR-ID" ] } |
Removes a product from the user's cart. Replace PRODUCT-NAME-OR-ID with the ID or full name of a product. |
{ "woocommerce-checkout": true } |
Redirects the user to the checkout page. |
The following merge fields and shortcodes can be used in emails and messages.
Code | Description | Compatibility |
---|---|---|
{product_images} |
Slider of product's images. If there are no results, the full message is replaced by "No results found". | Dialogflow |
{shipping_location_check} |
Check if the store ship in the given country. | Dialogflow |
{product_attribute_terms} |
Attribute terms list of a product's attribute. | Dialogflow |
{product_attribute_name} |
Attribute name of an attribute term. | Dialogflow |
{category_link} |
Category page link. | Dialogflow |
{tag_link} |
Tag page link. | Dialogflow |
{product_name} |
Product name. | Dialogflow, Automated Messages |
{product_image} |
Product image. | Dialogflow, Automated Messages |
{product_price} |
Product price. | Dialogflow, Automated Messages |
{product_description} |
Product description. | Dialogflow, Automated Messages |
{product_rating} |
Product rating. If the product has no ratings yet, the full message is replaced by "[product name] has no ratings or reviews yet.". | Dialogflow, Automated Messages |
{product_link} |
Product link. | Dialogflow, Automated Messages |
{shipping_locations} |
List of the shipping countries. | Dialogflow, Messages, Automated Messages |
{shop_link} |
Shop link. | Dialogflow, Messages, Automated messages |
{cart_link} |
Cart link. | Dialogflow, Messages, Automated Messages |
{cart} |
List of the products in the user's cart. If the cart is empty, the full message is replaced by "Your cart is currently empty". | Dialogflow, Automated Messages |
{order_status} |
Status of the last user's order. If the user has never placed an order, the full message is replaced by "You haven't placed an order yet". | Dialogflow, Automated Messages |
{order_details) |
Details of the last order user's order. If the user has never placed an order, the full message is replaced by "You haven't placed an order yet". | Dialogflow, Automated Messages |
{product_card} |
Product card. Optional attributes:
|
Dialogflow, Messages, Automated Messages |
{products_slider} |
Search for the products matching the given attribures and display them in a slider of products cards.
If there are no results, the full message is replaced by "No results found". Optional attributes:
|
Dialogflow, Messages, Automated Messages |
{payment_methods} |
Available payment methods. | Dialogflow, Messages, Automated Messages |
{coupon} |
Generate a coupon code. Optional attributes:
|
Dialogflow, Messages, Automated Messages |
{product_names} |
Products names. | Only where specified |
{discount_price} |
Discounted product price or total discounted price of multiple products. | Only where specified |
{original_price} |
Original product price or total original price of multiple products. | Only where specified |
{carts} |
Multiple users carts list with products. | Only where specified |
{purchase_button} |
Purchase product button. | Only where specified |
{html_product_card} |
Product details card. | |
{html_products_list} |
List of products details cards. |
Shortcode | Description |
---|---|
[woocommerce-button name="" ids="" coupon="" checkout="true"] |
Add a product or multiple products to the user's cart. Optionally apply a coupon code, and redirect the user to the checkout page. |
The settings below are related to the Dialogflow App.
To add a bot to Support Board, you need to sync Dialogflow by clicking the button "Start synchronization" within the Settings > Dialogflow area and then follow the instructions. To get the Project ID follow these steps:
If you haven't created a bot as of yet, follow the instructions below to create your first bot. The creation and management of your Dialogflow bot is handled entirely by Dialogflow. There are a lot of tutorials online that can help you create and configure your Dialogflow bot. Here are a few great resources to help you get started:
Knowledge Base is a feature that gives your bot the ability to search within documents (such as a PDF) or web pages to find an answer. To create your first Knowledge Base, go to cloud.google.com/dialogflow/docs/knowledge-connectors
To get the knowledge base document names to be inserted into the Support Board settings area, follow these steps:
The full Dialogflow JSON response is automatically saved in the database, sb_messages, column payload.
User attachments are sent to Dialogflow by appending the attachments to the message details in the following format:
[name:file-name.ext,url:URL,extension:file-extension]Example:
[name:archive.zip,url:https://board.support/archive.zip,extension:zip] [name:license.pdf,url:https://board.support/license.pdf,extension:pdf]
To allow the bot to send attachments, add a Custom Payload response and insert this JSON code:
{ "attachments": [["name", "YOUR-LINK"], ["name", "YOUR-LINK"], ["name", "YOUR-LINK"]]}Replace "name" with the actual name of the attachment to display and replace "YOUR-LINK" with the actual URL of the file. Images attachments are displayed automatically as images.
To allow Dialogflow to send Rich Messages, simply insert the Rich Message shortcode into the TEXT RESPONSE field. To obtain the shortcodes or to learn how to create a Rich Message, please click here.
When the user interacts with Rich Messages (ex. by clicking a button), the Rich Message response is sent to Dialogflow in the following format: ID|type|response. ID is the Rich Message ID, which can be set by adding the attribute id="your-id" to the shortcode. If no ID has been set, a random ID will be used instead; type is the Rich Message type (input, select, buttons, etc.); response is the input or selection of the user. To block Dialogflow from replying to each Rich Message, go to the Dialogflow Console and add a new intent with only one user expression containing ID|type and no response.
When a human agent reply to a user, the bot is automatically disabled for 1 hour. You can manually disable the bot for 1 hour by creating a new Intent with the following Custom Payload response: { "human-takeover": true }. The manual takeover automatically notify agents via email and leave the conversation marked as unread.
The following actions allow the bot to interact with the website autonomously on behalf of the user. To use an action go to Dialogflow, edit an Intent, and add a new Custom Payload response with the following syntax: { "ACTION-NAME": ACTION-VALUE }.
Action code | Description |
---|---|
{ "human-takeover": true } |
Disable the bot for 1 hour, notify agents via email, and leave the conversation marked as unread. |
{ "redirect": "URL" } |
Redirect the user to the given URL. Add the value "new-window": true to open the URL in a new window. |
{ "open-article": "ID" } |
Open the article with the given ID. |
To create a sequential survey like the one of the demo you need to insert the Rich message ID in the Training phrases, check the example below.
The settings below are related to the Slack App.
To sync Slack click the button Start synchronization of the Settings > Slack area and follow the instructions.
The synchronization of Slack may not be successful for a number of reasons; below are the most common ones:
Problem description | Solution |
---|---|
You can receive messages on Slack, but you cannot send messages from Slack to Support Board | Navigate to /supportboard/include/slack.php from your browser. If you receive a 403 - Forbidden error, you will need to contact your web hosting provider and ask them to set the correct file permissions for this file. It must be allowed to be executed freely without any restrictions. |
Slack sync not working | Double check whether or not you chose a public Slack channel when you attempted to synchronize Slack. If you did not, try syncing Slack once again, this time choosing a public channel instead. The general channel is a good option. |
To archive a channel in Slack, follow these steps:
The settings below are related to the Tickets App.
To display the tickets area include the following script into your page.
<script src="supportboard/js/min/jquery.min.js"></script> <!-- Not required if jQuery is already loaded --> <script src="supportboard/js/main.js?mode=tickets"></script>
To display the tickets use the shortcode [sb-tickets]. Insert it in any page, post, or post type item.
This section contains help for other settings not listed above.
The Support Board admin area is a PWA, which means that you can install it on desktop, Mac, or mobile devices and use it like a fully-functional app. Note: This feature is optimized for Google Chrome.
Enter in your admin area (ex. https://www.your-site.com/supportboard/admin.php), and click the + icon on the top right of the URL bar of your Chrome browser.
To install the PWA on WordPress, you need to access the admin area directly by going to:
https://www.your-site.com/wp-content/plugins/supportboard/supportboard/admin.php
Change "your-site" with the URL of your website and also keep in mind that the "wp-content" folder name may be different from the one of your installation.
Admin area keyboard shortcuts are enabled on both PC and MAC and work as follows:
Shortcut | Description |
---|---|
ENTER |
Confirm a dialog alert; the same as clicking OK. |
ESCor CANCEL |
Decline a dialog alert and close it. |
CTRL + ENTER |
Add a line break to a message. This only works for the admin editor. |
ESC |
Close a lightbox. |
CANCEL |
In the admin conversations area, archive a conversation, or delete it. |
CTRL + UP/DOWN ARROW |
In the admin conversations area, navigate between the conversations of the list. |
CTRL + RIGHT/LEFT ARROW |
In the admin users area, navigate between the users. |
The config.php file is a special file that contains the MySQL database log-in details and other import settings. Most of the settings are generated automatically, but some are optional. You can add the following settings below:
Code | Description |
---|---|
define('SB_UPLOAD_URL', 'YOUR-URL') |
Change the uploads directory (the default directory is: /supportboard/uploads/). Insert a URL: for example, https://your-site.com/myuplaods/. For this setting you need also to define the SB_UPLOAD_PATH. |
define('SB_UPLOAD_PATH', 'YOUR-PATH') |
Change the uploads directory path (the default path is: /supportboard/uploads/). Insert a PATH: for example, C:\xampp\htdocs\uploads. Finding the root path of your website can be a bit tricky. You can try copying the path displayed in your FTP client or simply contact your web hosting provider for additional support. |