Chatify Help Center
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Quick Start Guide (For Admins)

The admin center is where most of the Chatify setup is configured. Access to the admin center is limited to admins. You can access your admin center in one of 2 ways:

  1. From your dashboard, click the admin icon on the bottom left hand side and choose "Admin Center" from the menu.
  2. In the address bar of your browser type: where shortname is the shortname that you defined for your community

Add your Team Members

When accessing your admin center by default you will see the Members tab:

Adding Team Members

This is where you add your team members. Select Add user under the Team submenu. To set someone as an admin, select the Admins submenu and add the user there. Note that admins have the permissions to change the app settings.

Set your Avatar and Region

In the Community tab add your community avatar and set your default region. The default region is used to show the country prefix for users when they opt to enter their phone number. Don't forget to hit the "Save" button after you make any changes.

Setting up your Community

Set your Office Hours

Staying in the Community Tab, choose the Office hours submenu. In that tab, you can set your office hours. You can also enter your out-of-office message that users get if they contact you outside of your business hours. Click "Save" after you make your changes.

Setting your Office Hours

Configure Contact Options

You can set up what contact options you require from users asking questions. Chatify supports email, SMS (text) or no contact details to be required. It looks like this in the chat window after some asks a question:

Contact Options in Live Chat

It's quite common to request at least a phone number or email address. In this case, you would disable the "Skip" option in the admin center. Apps > Live Chat and untick "Enable skip option"

Setting up Contact Options

Other combinations can be set by toggling the required fields.

Set up Greeting (Trigger) Messages

Greeting messages that are triggered on certain pages are excellent for encouraging customer engagement. These messages are defined based on URLs and you can apply a time delay for when the message is triggered. For the website visitor, they look like this:

The Live Chat Greeting Trigger

Staying in the Community tab, choose the Actions submenu. The asterisk after the forward slash in the URL setting means that the greeting setting is applied to every page. Click the settings icon as shown.

The Live Chat Greeting Trigger

The dialogue box that opens allows you to configure the message:

The Live Chat Greeting Trigger

Note that the greeting message will only be fired once during a user session. If the user doesn't interact with the message and they move to another page on your site, the message won't fire as this could be annoying for the user.

Set up Branded Colours

You can set the colours of the Live Chat app to match your brand. Click the Apps tab and the Live Chat submenu is active by default. Scroll down and, on the right hand side, there is a panel for setting your colours.

Setting Live Chat Colours

Set up your Knowledge base (FAQs)

Perhaps the most important part of the setup is to add your FAQs. This really makes Chatify comes to life. Every business gets repetitive questions and the FAQ functionality in Chatify allows you to automate the answers to these questions back to the user. This is fantastic for out-of-office support and will also save you lots of time.

Normally users can think of 5-10 FAQs immediately. It's advised to populate these initially and then you can build your FAQ database as you go. Adding FAQs is normally done in the dashboard. The reason for this is that we allow all users (and not just admins) to add FAQs.

Your dashboard can be accessed by typing in the address bar of your browser, where shortname is the shortname that you defined for your community.

Select Knowledge on the left hand side and choose Add FAQ from the right hand panel.

Adding an FAQ

On the right-hand panel:

Question / Answer - Input the text for the question and answer fields. We suggest that you keep the answer short and to the point as it will have to display on small mobile screens.

Tags - You can add keywords to make the FAQ more searchable, if you have an FAQ about the price of an item, you could tag it with 'price', 'cost', 'payment', 'fee', 'rate', 'fare', etc

Note: tags of words that are already contained within the question text will be automatically removed

Community/Page - You can define an FAQ as being available for everyone, or only to appear on specific pages. If you select page, you have to input a URL. Multiple URLs must be separated by a comma. You can also use a wildcard (*) to match a URL path, for example*

Public/Private - If you define an FAQ as public, it will be searchable and prompted on the Live Chat widget. If it is private, only team members will be able to see the FAQ and it will never be prompted on the widget.

If a user asks a question that is setup as an FAQ it will automatically appear in their chat window. Note, the question that the user types does not have to match the question defined in the FAQ. If it's similar the FAQ should prompt as well. An example is shown here:

Prompted FAQs in Live Chat

Bulk Uploading FAQs

If you already have FAQs you can upload them to Chatify in spreadsheet format on the Import/Export tab in the admin center

Inform your team how to use Chatify

While the Chatify dashboard is for the most part easy to pick up and use, you can share the below video link to your team members which gives an in-depth overview of how to operate the dashboard and highlights all the main features