Chat with Guests — a Unified Inbox for Every Channel
The "Chat" section is where an operator handles guest conversations: the chat widget on your storefront plus any connected external channels (messengers, email) all land in one inbox. Open Admin Panel → Chat (admin.masamenu.tr/chat).
The page has these tabs: Inbox, Settings, Analytics, Contacts.
Chat widget on the storefront
On the guest-facing menu (and on connected BYOD/custom domains via an embeddable script) guests see a floating round chat button. Clicking it opens a conversation:
- a greeting message (can be set per guest language);
- an optional pre-chat form — name, phone, email;
- working hours: outside them, guests see an automatic "we're offline" reply;
- quick-action buttons and attachments (photo/file);
- an unread-message badge on the button itself.
The button and window appearance (color, left/right position, icon) is configured under Settings.
The chat can also be placed on your own website, even if you have no storefront with us: one line of code from the My Website section. The same place enables the Help tab next to the chat, so guests can find an answer without waiting for an agent.
Unified inbox
The "Inbox" tab is a thread list with filters and a conversation panel:
- Statuses: Open, Bot-led, Resolved;
- filters by channel, label, priority, "unread only", "mine", mentions, text search;
- the conversation panel has an operator reply box, internal notes (not visible to the guest), canned responses (
/shortcut), quick actions, AI assistance (draft a reply, translate, suggest labels), and guest satisfaction (CSAT) ratings; - a contact card on the side shows name, phone, email, and this person's history across all channels.
Connected channels
Every channel reads and writes into the same inbox — the guest never notices they're being helped by the same operator through a different channel:
| Channel | What's needed to connect it |
|---|---|
| Website widget | nothing — works by default for the location |
| the venue's number via the WhatsApp Cloud API | |
| Telegram | the venue's own bot (created via @BotFather) |
| a location email address with inbound mail configured | |
| Facebook Messenger | the venue's Facebook page |
| Instagram Direct | an Instagram account linked to that same Facebook page |
| API | a channel token for external integrations (n8n, Zapier, your own scripts) |
Connect each channel under Settings → Channels. The same guest writing from, say, WhatsApp and from the website is merged into one contact card.
The email channel is currently available only on the platform's AWS infrastructure (not on Yandex Cloud).
AI bot and knowledge base access
The bot has three modes (Settings → Bot):
| Mode | Behavior |
|---|---|
| Off | the bot doesn't participate; every message is handled by an operator |
| Draft | the bot prepares a suggested reply; an operator reviews and sends it (or edits it) |
| Auto-reply | the bot replies to the guest on its own, until the conversation is handed to a human |
You can set the bot's name, tone and free-form instructions ("persona"), a schedule (always, or only outside working hours) and a daily reply cap. An operator can take over a conversation from the bot, or hand it to the bot, at any time.
If your account has a Knowledge Base section, the bot can be allowed to search it for answers — across all documents or only the ones flagged as available to the bot. Without knowledge-base access, the bot only answers using general instructions and menu/reservation data.
Routing, automation, SLA
Teams with several operators get additional settings:
- Routing — rules for distributing new conversations by channel/language/first-message text, round-robin or least-busy auto-assignment, and a cap on simultaneous conversations per operator;
- Automation — "on this event, do this action" rules (change priority, assign an operator, add a label);
- SLA — first-response and resolution time thresholds, with escalation (raise priority, assign, add labels) on a breach;
- Live translation — guest and operator messages are translated on the fly when they write in different languages.
History and notifications
The full conversation history for each thread is stored and available from the conversation panel and from the contact card — you can see what was discussed with this guest before, including in other channels.
The inbox shows unread-message counts per conversation and per filter tab, and a "typing…" indicator appears while the guest is composing a message. Updates arrive in real time, without reloading the page.
Related sections
- Knowledge Base — documents the AI bot can draw answers from
- Returning Guests — a guest's order history alongside chat
- App Store — account modules and extensions
FAQ
Does a guest need to sign up to use the chat?
No, the widget works anonymously. The pre-chat form (name/phone/email) is optional and can be turned on or off in settings.
Can the AI handle a conversation entirely on its own?
Yes, "Auto-reply" mode has the bot answer the guest without an operator, until a human takes over the thread. A middle ground is "Draft" mode, where the AI only prepares a reply and an operator sends it.
Do all channels feed into one conversation with the guest?
Yes, if it's the same person — the system merges conversations from different channels (website, WhatsApp, Telegram, email, social) into a single contact card.
Can an external system connect to the chat directly?
Yes, there's a dedicated API channel with a token — suited for integrations via n8n, Zapier, or the venue's own scripts.