Introduction
The SMARTFENSE chat is a communication channel that allows two-way interaction between:
End users
Administrative users
This functionality facilitates direct communication within the platform, improving support, follow-up, and guidance for users in their awareness campaigns.
| Important: Chat is an optional feature with the Standard plan. |
When activated:
A floating icon will appear at the bottom right of the end user's dashboard.
Users can start conversations directly from the platform.
Chat list
The chat section allows administrators to manage all conversations started by users.
Available information
The table will display:
One row for each user with an initiated conversation
Date of the last message received
Number of unread messages
| Note: A message is considered read when at least one administrative user has viewed it. |
Conversation management
Access to the chat via a button in each row
View the complete message history
Ability to reply and continue the conversation
End user experience
End users:
Receive a notification on their dashboard indicating new messages
Can access the chat from the floating icon
Have access to the complete conversation history
Can send new messages at any time
Chat configuration
The chat can be enabled or disabled from the configuration section.
Available options
Do not show the SMARTFENSE chat on the end user’s dashboard
Show the SMARTFENSE chat on the end user’s dashboard
For more details about the Chat section, you can access the recording of our workshop at: SMARTFENSE Chat
💡 Best practices
Activate chat when a direct support or user guidance channel is required.
Periodically monitor unread messages to ensure timely responses.
Use chat as a complement to automatic notifications to improve user experience.