Daxow Chat Documentation

Comprehensive guide to setting up and using the AI-powered customer support platform

GETTING STARTED

Daxow Chat is our flagship AI-powered customer support platform developed by Daxow AI, Estonia's leading AI Automation Company. With advanced machine learning capabilities and seamless integration options, Daxow Chat transforms how businesses interact with their customers. This comprehensive documentation will guide you through setting up and maximizing the potential of our innovative platform.

Installing Daxow Chat - Our AI-Powered Support Solution

Cloud Installation

To deploy Daxow Chat on your website using our cloud service, follow these simple steps:

1 Log in to your Daxow Chat account at https://dashboard.daxow.com/account
2 Navigate to the Installation tab
3 Copy the generated embed code
4 Paste the code into your website's HTML just before the closing </body> tag

Watch Cloud Installation Tutorial

License Activation

Activating Your License

To unlock all premium features of Daxow Chat, including updates and enhanced security, you need to activate your license:

1 Log in to your Daxow Chat admin panel
2 Navigate to Settings > Miscellaneous
3 Click Save to activate your license

Installing Apps & Extensions

Daxow Chat can be extended with powerful apps and integrations. To install them:

1 Go to Settings > Apps in your Daxow Chat admin panel
2 Browse the available apps and click on the one you want to install
3 Enter your license key when prompted
4 Follow the on-screen instructions to complete the installation

Some apps may require additional configuration after installation. Refer to each app's documentation for specific setup instructions.

Having Problems?

If you encounter any issues during installation or use, our dedicated support team at Daxow AI is ready to assist you. Contact us at support@daxow.com for prompt assistance.

General issue

For any issue you can check the system requirements from Settings > Miscellaneous > System requirements.

Blank screen when accessing the admin area

Check if the browser console has error (on Chrome you can open it from Settings > More tools > Developer tools > Console).
If issues persist, please contact Daxow support for assistance.

Blocking zoom on iOS devices

When using the chat on iPhones the textarea is automatically zoomed when the user's start typing a new message. To stop the zoom Enter 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" />

Chat widget not displaying

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.

Reset email or password of the admin account

If you can no longer log in to the admin area you can reset your password and email by following the steps below:

If you need to reset your admin email or password, please contact Daxow support for assistance.

Admin account deleted

If you have accidentally deleted all your admin and agent accounts and you can no longer log in to the admin area, you can resolve this issue by contacting Daxow support.

Daxow support can help you securely reset the user's password.
Please contact Daxow support for assistance with password resets.

Service Interruption

If the website goes down or suddenly stops working after a few minutes of chat usage, the issue could be related to a 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 can sometimes be misinterpreted, potentially leading to a temporary block of 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. If you suspect an IP block, using a VPN to change your IP may help regain access. If the issue persists, please contact our support. If the website works normally, the issue is confirmed. If you encounter persistent access issues, please contact Daxow support for assistance.

Disable chat via JS

Enter the code var SB_DISABLED = true; into a page to prevent the chat from loading.

CONVERSATIONS

Manage Conversations

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.

Search for conversations

You can for conversations by department ID, assigned agent ID, conversation title, conversation ID, message text, message attachments name, user first name, user last name, user email

Information

When you empty the trash, all the conversations in the trash are permanently deleted.
When a user sends a new message to an archived or trashed conversation, the conversation is automatically restored and will now be visible in the Inbox area.
Trashed conversations are deleted automatically after 30 days.
When a user is deleted, all the conversations and messages are permanently deleted too.
An agent can delete their messages by opening the message menu and clicking Delete. The message menu becomes visible when you hover the mouse cursor over the message.

Text Editor and Automated Messages Features

The text editor of the admin area and automated messages(example: welcome and subscribe messages) can be used to create stylized messages:

Links formatting — All text links are automatically converted to clickable hyperlinks.
Text formatting — The editor also supports text formatting syntax:
- To make text bold, surround it with *: *your text*.
- To make text italic, surround it with __: __your text__.
- To make text ~~strikethrough~~, surround it with ~: ~your text~.
- To insert a single-line code comment, surround it with `: `your text`.
- To insert a code block, surround it with ```: ```your text```.
HTML and other code languages — For security reasons, no HTML, JavaScript (JS), or other code languages are permitted. However, you can use HTML snippets by utilizing custom rich messages (discussed below).
To insert a line break into a message, use the keyboard combination SHIFT + ENTER or CTRL + ENTER.

Merge fields

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.
{agent_name}	Full name of the active agent.
{agent_email}	Email of the active agent.

Rich Messages - Interactive Communication Tools

Our Daxow Chat platform features advanced Rich Messages - interactive elements designed by our UI/UX team at Daxow AI to enhance customer engagement. These special messages include buttons, dropdowns, and input fields that allow your agents to collect information from users through intuitive forms or display interactive content. Rich Messages are easily implemented using our shortcode system, with customizable parameters for titles, descriptions, and more. Below you'll find the complete list of Rich Message types available in our platform.

How it works:

Create and send

Create a rich message by inserting the shortcode into the text editor of the admin area. Customize all of the parameters with your information and send your message.

Message is displayed

When a shortcode is used, the user sees the rich message (not the shortcode) and can select or enter the required information to complete the form submission.

User's response is submitted

Once the rich message form has been filled out and sent by the user, a success message is shown and the form data is saved.

Rich Messages

Name	Shortcode	Description
Card	[card image="URL" header="TITLE" description="Lorem ipsum dolor sit amete" link="URL" link-text="Purchase" extra="$599" target="_blank"]	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" target="_blank"]	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	[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. Add the attribute required-messaging-apps="true" to force users to provide their email and phone on messaging apps.
Registration	[registration]	Registration form.
Timetable	[timetable]	Timetable.
Articles	[articles link="https://daxow.com/articles-demo"]	Articles with search area. The link attribute is used as fallback message for Facebook Messenger, WhatsApp, Telegram messages.
Rating	[rating label-positive="Helpful" label-negative="Not helpful" label="Rate and review" success-negative=""]	Agent rating form. To make the rating shortcode work on WhatsApp, Messenger, Telegram you need to use Dialogflow and the chatbot, create a new Intent with rating as input Context, nothing as output Context, a list of the user's most common messages for a positive rating as Training phrases(e.g. good, positive) and { "rating": 1, "force-message": true } as Custom Payload response. For the negative rating create a new intent with same context but replace the training phrases and the custom payload to { "rating": -1, "force-message": true } . The shortcode must include also a title or message.
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://daxow.com" 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://daxow.com/media/admin.png"]	Image.
Share	[share fb="https://daxow.com/" tw="https://daxow.com/" li="https://daxow.com/" pi="https://daxow.com/" wa="https://daxow.com/"]	Social share buttons.

Global parameters

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.

Rich message response

When a user completes a rich message, the 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 ..."]}}}}

Custom rich messages

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.

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.

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.

Attachments

Allowed file attachment extensions can be configured in the Daxow Chat admin settings under Settings > Miscellaneous > Files. For specific needs, please contact Daxow support. The following image formats are displayed automatically: .jpg, .jpeg, .png.

Allowed file attachment types are managed within the Daxow Chat platform. If you need to allow a specific file type not currently supported, please contact Daxow support.

USERS

Advanced User Management

Our Daxow Chat platform features a comprehensive user management system developed by our data specialists at Daxow AI. Access this powerful tool through the Users area in the left menu of your admin dashboard.

Search users

You can search users by name, surname, email, and custom fields.

Delete users

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.

When a user is deleted, all of their conversations and messages are automatically deleted permanently.
If a user of a deleted user come back to the website, a new user is automatically created.
Visitors are automatically deleted every 24 hours.

Additional user table columns

To display additional columns in the user table go to Settings > Admin > Users table additional columns and add the new columns. The value of each column is the slug of the user detail or extra user detail you want to display. The slug is lowercase and with spaces replaced by the char -. For example, the slug of the extra user detail "Date of birth" is "date-of-birth".

User types

Type	Description
user	A "user" is any user with an email.
lead	A "lead" is any user with no user details, who is automatically registered, and with at least one conversation.
visitor	A "visitor" is any user who has not started a conversation. Note: Visitors are automatically deleted every 24 hours.

Agent Management & Hierarchy

Daxow Chat includes a sophisticated agent management system accessible from the Users area. Our platform distinguishes between different user roles to ensure proper access control and workflow management. Agents are specialized users with permissions to access the admin area and respond to customer conversations. We've implemented a hierarchical structure where Administrators have full system access, including the ability to create new Agents and configure system settings. Standard Agents have more focused permissions, allowing them to manage users and handle conversations without accessing sensitive configuration options.

Information

New users are automatically displayed in the user table in real time.
To view online users and receive the online user notification enable Settings > Users > Register all visitors.
To receive the online user notification you need to enable also Settings > Miscellaneous > Pusher.
The log-in form is shown only if the registration password field is shown.
If Settings> Users > Allow Duplicate Emails is enabled and a user enters an already registered email, a new user is created and the email is removed from the old user. The new user will not have access to the old user's messages and conversations. You can also automatically log in a user via URL parameters.

SETTINGS

Settings

Business Availability Management

Daxow Chat includes our intelligent business hours management system, allowing you to define when your team is available to respond to inquiries. Configure your organization's availability schedule from Settings > Miscellaneous. Our office hours system provides several key benefits:

Automatically displaying the timetable and a message when a user sends a message during out-of-office hours or if all agents are offline. To enable this feature set up the Offline message at Settings > Messages > Offline Message. The offline message is sent to the same user maximum 1 time per hour.
Disabling and hiding the chat during out-of-office hours.
Disabling the Dialogflow chatbot during regular office hours and enabling it during out-of-office hours.

More information

Blank values in the timetable settings are considered out-of-office hours.
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 (e.g. for UTC −12:00, enter -12). Only integers are accepted. If your offset is not an integer (e.g. 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.
The offline message is not sent automatically if Settings > Dialogflow > Human takeover is active. When the Dialogflow human takeover option is active, the offline message is sent only on human takeover.
The offline message is not sent is you're using the Slack app and you or any other agent is online via Slack.

Self-Service Knowledge Base

Our comprehensive Knowledge Base system is a cornerstone of Daxow Chat's self-service capabilities. Developed by our content specialists at Daxow AI, this feature provides instant answers to common customer questions, significantly reducing support volume while maintaining high customer satisfaction. Manage your knowledge repository through the intuitive interface at Settings > Articles. Our system supports rich HTML content, allowing you to create engaging articles with images, videos, and interactive elements. Here are some examples of the HTML formatting you can use to enhance your knowledge base content:

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	Enter the embed code provided by YouTube or Vimeo

Display articles

The articles can be shown in the chat dashboard by enabling them from the Settings > Chat area.
The articles can be shown in a dedicated page by inserting the code <script>var SB_ARTICLES_PAGE = true;</script> into any page showing the chat. To set the location of the articles area Enter the code <div id="sb-articles" class="sb-loading"></div>.
Alternatively, articles can be shared via the rich message shortcode, [articles].

More information

Translate the categories from Settings > Translations by adding the translation name and its translation.
If you use categories, only the articles assigned to a category are displayed.
If there is at least one translated article in the user's language, only the translated articles are displayed.
Articles are synchronized automatically with the Dialogflow knowledge base if the Dialogflow app is installed.
You can create an internal chat link to an article with the button rich message.
You can create external article links with the URL attribute article=ID, repalce ID with the article ID. Example: https://daxow.com/articles-demo?article=Ucsx6.

Global Reach: Language and Translations

As an Estonian company with a global client base, we've built Daxow Chat with comprehensive multilingual capabilities. Our platform automatically detects user languages in real-time, allowing your business to communicate with customers worldwide without language barriers.

Edit translations

To edit the languages of both chat and admin, go to Settings > Translations. Some settings, such as e-mail contents, are directly translatable and therefore do not need to be translated here.

Chat language

Daxow Chat is already translated into 41 languages. There are many options available to set the language:

OPTION 1 Go to Settings > Chat and check the Translate automatically option. This feature will automatically use the chat language of the user's browser.
OPTION 2 - VIA SCRIPT PARAMETER Add the URL parameter lang=LANGUAGE-CODE to the cloud script URL that loads the chat, replacing "LANGUAGE-CODE" with the two-letters language code you would like to display. Example: https://cloud.dashboard.daxow.com/account/js/init.js?id=YOUR_ID&lang=en (replace YOUR_ID with your actual cloud ID). Go to wikipedia.org/wiki/List_of_ISO_639-1_codes for the complete languages code list (see column 639-1).
OPTION 3 - FOR MULTILINGUAL WORDPRESS SITES When Daxow Chat is embedded on a WordPress site using multilingual plugins like WPML or Polylang, the chat can automatically adopt the language of the current page or post. This feature is compatible with WPML, Polylang, and other similar multilingual plugins. Note: This feature is automatically disabled if the Daxow Chat admin setting Settings > Chat > Translate automatically is active.

Admin language

To translate the admin area follow the steps below:

Translate the texts in your language from the Settings > Translations.

To set the admin area language you have three options:

Activate the option Settings > Admin > Automatically translate admin area. This feature automatically translate the admin area to match the agent profile language or the agent browser language.

Translate custom contents

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.

Add a new language

To add a new language, follow the steps below:

Via FTP or a File Manager, go to daxowchat\resources\languages\front.
Duplicate (copy and paste it in the same directory) the daxowchat\resources\languages\front\source.json file.
Rename the file with the language code you would like to add. Go to wikipedia.org/wiki/List_of_ISO_639-1_codes for the complete languages code list (see column 639-1).
Go to Settings > Translations and the new language should appear automatically.

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.

Information

If a translation string is missing, add it by clicking the button Add new translation.
If a translation string is not working, make sure to remove all white spaces and break lines at the start and the end of the string.
The translations edits are not saved in the database but directly in the translation files. When a translation is edited, and saved, a backup is created into the uploads folder. The backup is restored automatically on plugin update and plugin activation.
Some special chars like & are replaced by the HTML equivalent code (see https://www.w3schools.com/html/html_entities.asp). Ex. & is replaced by &
You can add missing translation strings also by code. Edit the language files located in daxowchat\resources\languages. Once you edited a file, the new strings will appear in Settings > Translations.

Organizational Structure: Departments

Our Daxow Chat platform includes a sophisticated department management system designed by our organizational experts. This feature allows you to efficiently distribute conversations and assign agents to specialized departments based on their expertise. For example, you can create departments like "Sales," "Technical Support," or "Customer Service" and route conversations accordingly. This ensures inquiries are handled by the most qualified team members, improving response quality and resolution times. To implement our department system, follow these steps:

Go to Settings > Miscellaneous and add your required departments. After saving, reload the page.
Go to Users > Agents and edit an agent, you will see a new field where you can set the department of the agent.
Reload the page and you're done! In the Conversations area, you will now see an option to set the department.

Settings

Display in dashboard Displays the departments' list in the chat dashboard and force users to choose a department before starting a conversation.
Display images Displays the department image instead of the department color.
Label Replace the label Departments (plural) with another text. The name is displayed in the admin and tickets area.
Label single Replace the label Department (singular) with another text. The name is displayed in the admin and tickets area.
Dashboard title Set the title of the chat dashboard list. Default: Departments.

How it works

Agents and admins can only access conversations, users, and agents that have been assigned to their specific department.
When an agent is assigned to a new department, an email notification is sent to all of the agents assigned to the new department.
The General department is global and gives agents access to all of the conversations within all departments. Also, all agents without a department are automatically assigned to the General department.
To automatically assign a department to the user conversations you can Enter the JavaScript variable var SB_DEFAULT_DEPARTMENT = ID; into the pages where the chat is displayed, replace ID with the department ID. For more details check the APIs here.
Admins with no assigned department always see the conversations of all departments.
The chatbot can assign a department to the active conversation via dialogflow actions.

How to assign a department

You can assign a department to a conversation in several ways:

Via Settings > Miscellaneous > Departments settings > Display in dashboard. This setting will force the user to choose a department when starting a new conversation.
Via Settings > Automations > More.
Via JavaScript the variable var SB_DEFAULT_DEPARTMENT = ID;. Enter the code into the pages where the chat is displayed and replace ID with the department ID. For more details check the API here.
Via API.

Queue

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. Daxow Chat 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.

More information

Only online agents are counted as "available" agents; only online agents will receive new conversations.
Admins are not included; admins always see all the conversations.
Agents must archive a conversation to mark it as completed; this will automatically give them access to the next conversation in the queue.
Agents can switch their status between online and offline by hovering over their profile image and then clicking the label of the profile pop-up at the bottom-left of the admin area.
Agents can only view their conversations; however, they can see all of the conversations of a single user.
Agents can only search and filter their conversations.
The waiting time is displayed in minutes and is calculated as follows: queue position X response time = waiting time. For example, if a user is 5th in the queue, and the response time has been set to 4 minutes (via Settings > Miscellaneous > Queue), then the total wait time displayed to the user will be 20 minutes.
If a user is in the queue and leaves (e.g. by closing the browser) for more than 1 minute, the conversation is saved; however, once the user comes back, the queue is reset and the user will lose their previous position.
The queue is compatible with the departments.
If Dialogflow human takeover is active, the queue is activated only on human takeover.
For conversations started from messaging apps like WhatsApp, it is not possible to respect the limit of conversations per agent, all conversations will be immediately and proportionally assigned to an agent.
Use Settings > Messages > Offline message to prevent the chat from showing the queue update message to the user.
When the sound option is active, a sound is played when it's the user's turn.

How to test the queue

To simulate multiple users and agents, open the chat in multiple different browsers (e.g. Opera, Firefox, Brave, Chrome, etc.). Each browser can simulate two users/agents: one in normal mode and one in "private" or "incognito" mode.
To reset the chat and start a new user session, open the browser console, enter SBF.reset(), and press ENTER.

Intelligent Conversation Routing

Daxow Chat features our advanced conversation routing algorithm, developed by our AI specialists to optimize agent workload and response times. When activated through Settings > Miscellaneous > Routing, our system intelligently distributes incoming conversations among available agents based on their current workload, expertise, and availability status.

Information

Conversations are assigned to online agents first. If all agents are offline, conversations are assigned proportionally between all agents.
Conversations are assigned to agents with less active conversations. A conversation is active if it's not deleted, or archived. If routing is active, you should archive the conversations once completed.
Admins are not included; admins always see all the conversations.
Agents can switch their status between online and offline by hovering over their profile image and then clicking the label of the profile pop-up at the bottom-left of the admin area.
Agents can view only their conversations; however, they can see all of the conversations of a single user.
Agents can search and filter only their conversations.
The routing is compatible with the departments.
When routing is active agents can manually route conversations to other agents from the right panel of the conversations area.
If the conversation is archived and the user reopens it in the future by sending a new message, if the assigned agent in the conversation is offline, the conversation is assigned to another agent.

Manual routing

When the routing is activated via Settings > Miscellaneous > Hide conversation of other agents agents see only their own conversations and can select the unassigned ones.

Agents menu: displays the agents' menu to assign the active conversation to another agent.
Routing if offline: if the conversation is archived and the user reopens it in the future by sending a new message, if the assigned agent in the conversation is offline, the conversation is assigned to another online if there is at least one, otherwise to no agent.
View unassigned conversations: allow agents to view the unassigned conversations, when an agent replies the conversation is automatically assigned to him and the conversation is removed in real-time from the admin area of the other agents. Check this option to enable the manual routing.

Email piping

Our Daxow Chat platform features seamless email integration through our advanced email piping system. This technology allows your customers to continue conversations via email, with all responses automatically synchronized back to the chat interface for a truly omnichannel experience. Activating this feature is straightforward - simply navigate to Settings > Notifications > SMTP and configure your email settings. The email address you specify will serve as the communication channel between Daxow Chat and your users. Our system will send all notifications from this address, and both your agents and customers will reply to this same address, with all communications seamlessly integrated into the conversation history.

Information

The setting Notifications > User email notifications must be enabled to send replies to the user email.
If you're using the Dialogflow App, and the settings Settings > Dialogflow > Human takeover is active, no emails are sent if the chatbot knows the answer.
If the setting Convert all emails is active, all emails sent to your inbox will be converted to chat messages, mind that all emails, including spam, promotional emails and more would be wrongly converted too.
If the setting convert all emails is active, email sent by email addresses of agents and admins will be ignored, use another email address for testing.
If the setting convert all emails is active, each email sent directly to the email piping address will generate a new user conversation.
You can not use the same email address used for the email piping to reply. All your Daxow Chat agents and admins must use a different email address.
Agents must reply via email from the same email address registered in Daxow Chat .
When agents reply in Daxow Chat, emails are always sent to the user, even if user email notifications are disabled.
The email is sent to the Agents only if they are offline. If they are online no emails are sent.
For Google Gmail and Google Workspace emails, you need to replace your Google password with a Google app password, details on https://support.google.com/accounts/answer/185833 (Create & use App Passwords section). Enter imap.gmail.com as host and 993 as port.
Email piping and all required server configurations are managed by the Daxow Chat cloud platform. Configure your email piping settings directly in the Daxow Chat admin panel under Settings > Email > Email Piping.
The Delimiter option add a text at the top of all emails:
### Please type your reply above this line ###
. This text tells Daxow Chat to delete all the content below it and it's usefult to cut out all of the reply quotes. Activate it if you see duplicated messages in the chat. If this option is active, you and your users can not use the string ### in the emails.
Email attachments are supported.
In order for email piping to work, email replies must contain the Daxow Chat recipient's name. Ex. Daxow Chat | SB2457-4734 <example@email.com>. All major email clients like Outlook Web, Outlook, Gmail, Yahoo Mail, support the recipient's name by default via chatbot reply or reply all buttons.
Because of the nature of how emails work, each email client uses their personal codes, delimiters, and automatic strings, and more. For this reason, some chat messages converted from emails can contain invalid texts. We are working to optimize as many email clients as possible, for now, the following email clients are optimized and should not return any invalid text: Outlook Web, Outlook, Gmail, Yahoo Mail.
Email piping supports departments, if the user's conversation is assigned to a department, the email notifications are sent only to the agents assigned to that department.

Cron job

Daxow Chat tries to process emails via cron jobs every 60 seconds, details here.
If you manually run the cron job, check the setting Disable cron job to stop Daxow Chat from manually triggering it and to improve performance.
* If you are using the cloud version the URL is https://dashboard.daxow.com/script/include/api.php?piping=true&cloud=API-TOKEN, replace API-TOKEN with your API Token (https://cloud.dashboard.daxow.com/account/?tab=installation)

Pusher

Activate Pusher (recommended) to use the WebSockets instead of HTTP AJAX requests for the chat functionalities. WebSockets drastically improve the chat performance by optimizing how new messages and conversations are checked. WebSockets also improve responsivness of the chat: faster messages delivery, more accurate online and typing status, more accurate online users list and more.

Activation

Go to https://dashboard.pusher.com/accounts/sign_up and create a new account.
From your dashboard at https://dashboard.pusher.com, choose the Channels product by clicking Get started.
Enter the name of your app and choose the cluster closest to your location.
From the left menu of the dashboard click App Settings and enable client events.
From the left menu of the dashboard click Keys, copy App ID, Key, Secret, Cluster.
Go to Settings > Miscellaneous > Pusher, and paste app ID, key, secret, cluster.
You're done.

Information

Pusher is free to use for up to 200k messages and 100 concurrent connections per day. Messages are used for the following functions and more: user registration, online user status, chat messages, and chatbot messages. Pusher channels count calculation is explained here.
When Pusher is active the following AJAX requests are replaced by WebSockets: checking for new messages, checking for new conversations, online/offline status, typing status, online users list.
When Pusher is active the last activity value of users and agents is updated only on page load or when they send new messages.
When Pusher is active the option Settings > Users > Register all visitors is automatically activated and it can not be disabled.

Direct messages

Direct messages allow you to send а single chat message, email, or text message, to a single user or several users. Read the information below to understand how it works.

General

To send a message go to the Users area and click the direct message icon. Direct message buttons are also available in the profile box of the user.
To send a message to all users, enter All in the User IDs field.
To send a message to a group of users, enter their IDs in the User IDs field. You can check the users and then click the direct message icon to enter the IDs automatically.
All message types support merge fields.

Direct chat message

The chat message is sent to the active conversation, if any, otherwise to a new conversation.
If the option Settings > User email notifications is active, all users with an email are notified via email.
If the option Settings > Text message notifications > Active for users is active, all users with a phone number are notified via text message.
If the option Settings > Push notifications is active, a push notification is sent to all users.
The message is also sent to messaging apps such as WhatsApp and Messenger if the user is connected to them.
To send a message to all users of a single messaging app enter one of the following strings: whatsapp, messenger, instagram, telegram, twitter, google, wechat. Enter tickets to send a message only to the users who created a Daxow Chat ticket via the Tickets app.

Direct email

Email header and email signature are automatically included in all emails, set them from Settings > Notifications.
The HTML language is supported.
The subject supports merge fields.

Direct text messages

To enable direct text messages you must enable the SMS in Settings > Notifications > Text message notifications.

Automations

Automations allow running multilingual automatic tasks when conditions set by you are met.

To delete a condition, set it to empty. To disable an automation, delete all conditions.
Automations are sent only 1 time to users.
If you used an automation in the past, and users already received it, you need to delete the automation and create a new one to show it to the users.
Repeat only works if used in conjunction with date time.
When date time is used in conjunction with the criteria is exactly, the value must not contain hours and minutes (hh:mm). Ex. 25/10/2021 (25/10/2021 10:30 will not work).
The setting Settings > Users > Register all visitors must be active if there are message automations that are executed on page load.
City, countries, languages work automatically only if both the settings Settings > Users > Register all visitors and Settings > Users > Full visitor details are enabled.
Cities work only if the user detail location is set and equal to city, country, or if the user detail city is set.
Countries work only if the user details country_code, or country is set, or if the user detail location is set and equal to city, country. The country name must be in english.
languages work only if the user details browser_language, or language is set.
A visitor is a Returning visitor only if it visits the website again after 24h or more.
The pop-ups appear only if the chat is closed, and they overwrite the default pop-up. You can check the message fallback option to send a message instead of showing the pop-up if the chat is open.
You may need to enable Settings > Users > Register all visitors if you want to send an automated message to new users.
Chat messages and popup fallback messages are sent only if the last user or agent message of the conversation is older than 10 minutes. This feature prevents unwanted automated messages to be sent during an agent-user conversation.
The Custom variable condition check for the JavaScript variables with the given names and values. For example, the condition example=ABC is met if into the chat's page there is this JavaScript code: var example = "ABC";. Add multiple variables separated by commas.

Follow the steps below to complete the synchronization with your newsletter service. The user is subscribed in the following cases: registration form, user update, follow-up message, subscribe message, email shortcode.

Mailchimp

To get the Key, follow the docs at https://mailchimp.com/help/about-api-keys/.
To get the List ID, follow the docs at https://mailchimp.com/help/find-audience-id/.

Sendinblue

To get the Key, follow the docs at https://account.sendinblue.com/advanced/api.
To get the List ID, follow the docs at https://my.sendinblue.com/lists.

SendGrid

To get the Key, follow the docs at https://app.sendgrid.com/settings/api_keys.
To get the List ID, enter in SendGrid and click Marketing > Contacts(https://mc.sendgrid.com/contacts), then click on a list, or create a new one. The last part of the URL is the list ID. Ex. https://mc.sendgrid.com/contacts/lists/8558c1e7-3c99-4428-a68f-78df2e437f8e (the list ID is 8558c1e7-3c99-4428-a68f-78df2e437f8e).

Elastic Email

To get the Key, enter in Elastic Email, then click Settings from the top right profile menu. Click Create Additional API key (https://elasticemail.com/account#/settings/new/create-api), set a name and choose Plugin or Full access, or Custom and make sure the permission Contacts is set to View & Modify.
The List ID is the list name. Important! Existing list's or segment names must not have any spaces in them.

Campaign Monitor

To get the Key, enter in Campaign Monitor, then click Account settings from the top right profile menu. Click API keys > Generate API key.
To get the List ID, enter in Campaign Monitor, then click List and subscribers from the top menu. Select a list and then click Settings from the left menu and copy the List API ID.

HubSpot

To get the Key, enter in HubSpot, then get it from Settings > Integrations > API key.
To get the List ID, enter in HubSpot, then get it from Contacts > List > List details.

Moosend

To get the Key, enter in Moosend, then click Settings > API key .
To get the List ID, enter in Moosend, then get it from Audience > Email lists.

GetResponse

To get the List ID, enter in GetResponse, then get it from Lists > Your list > Settings(https://app.getresponse.com/lists). Copy the List token value.
To get the Key visit https://app.getresponse.com/api.

ConvertKit

To get the Key, enter in ConvertKit, then get it from Settings > Advanced > API secret .
To get the List ID, enter in ConvertKit, then get it from Grow > Landing Pages & Forms. Open you form and copy the numeric part of the URL. For example the ID of the form with URL https://app.convertkit.com/forms/designers/3003412/edit is 3003412.

ActiveCampaign

To get the Key, enter in ActiveCampaign, then get it from Account settings > Developer.
To get the List ID, enter in ActiveCampaign, then get it from Left menu > Lists or Left menu > Contacts > Lists. Open your list and copy the list ID in the URL. For example the ID of the list with URL https://schiocco.activehosted.com/app/contacts/?listid=1&status=1 is 1. The list ID must be in this format: domain:list-ID. The domain is the first part of your dashboard URL. For example the domain of https://schiocco.activehosted.com/ is schiocco and the final value to insert in Daxow Chat is schiocco:1.

MailerLite

To get the Key, enter in MailerLite, then get it from Left menu > Integrations > MailerLite API.
To get the List ID, enter in MailerLite, then get it from Left menu > Subscribers > Groups. View a group and copy the Group ID from the URL (e.g. ....group=18783408688903967...).

Mailjet

To get the Key, visit https://app.mailjet.com/account/apikeys, or enter in Mailjet, then get it from Account settings > Account settings.
To get the List ID, enter in MailerLite, then get it from Contacts > Contacts lists > Your list. Get the List ID by clicking the ? icon next to the lists's email. E.g. 1202546.

Grammarly

Follow the steps below to start using Grammarly.

Register a developer account at https://developer.grammarly.com/.
Create a new application, go to the Credentials area and copy the Client ID. In Origins you must also add the domain where Daxow Chat is installed.
Paste the Client ID into Settings > Admin > Grammarly > Client ID.
Make sure to turn off the Grammarly Extension in your browser.

Amazon Web Services

Amazon S3

Upload attachments to your Amazon S3 bucket for storage. Follow the steps below to set it up.

Log in to AWS as the root user from https://aws.amazon.com/.
Enter the IAM dashboard and click Left menu > Access management > Users.
Click Add new user, enter the username and continue.
Select Add user to group and on the User groups section below click Create group. In Permissions policies search for AmazonS3FullAccess and select it. Click Create user group.
Assign the new group to the user you are creating and continue, then click Create user.
Select the newly created user and open the Security credentials tab.
In the Access keys area, click Create access key and select Application running outside AWS. Continue until you get the keys and save them in Daxow Chat > Settings > Miscellaneous > Amazon S3.
Visit the Amazon S3 dashboard and click Create bucket.
Set the bucket name and region you want. Save the region and name in Daxow Chat > Settings > Miscellaneous > Amazon S3. Check ACLs enabled and Bucket owner preferred. Uncheck Block all public access and all related checkboxes.
Click Create bucket.
This feature is technical and optional. Support does not cover any help related to this feature.

NOTIFICATIONS

Notifications

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 notifications

Both agents and users can receive an email notification when a new message is received.

Email notifications for admin and agents

When a user sends their first message, if the conversation is assigned to a department, an email is sent only to the agents assigned to that department, if the conversation is assigned to a specific agent, an email is sent only to that agent, otherwise an email is sent to all agents who are not online at the moment. Subsequent emails are sent only to the last agent in the conversation.
Email notifications are sent only if the last agent in the conversation is offline.
If you're using the Dialogflow App, and Settings > Dialogflow > Human takeover is active, no emails are sent if the chatbot knows the answer.
If you don't receive the emails make sure they are working by sending a test email from Settings > Notifications > Test user email or Test agent email. If you don't receive the test email, there might be an issue with the email delivery service. Open the browser console for more details about the error.

Email notifications for users

When an agent sends a message to a user, an email is sent to the user only if the user is offline.
Only 1 email is sent. Subsequent messages will not trigger a new email alert.

Create the email

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 merge fields in the email. Merge fields 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:

Problems?

Emails may not be delivered several reasons; below are the most common ones:

Reason	Description	Solution
Email Delivery Issues	Your email 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 email provider regarding email support or use your SMTP server by activating it in Settings > Notifications > SMTP.
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 enter 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.

Advanced Push Notification System

Our Daxow Chat platform features a sophisticated push notification system developed by our mobile specialists at Daxow AI. Unlike standard desktop notifications that require an active browser session, our push notification technology delivers alerts even when devices are offline or the application is closed. These persistent notifications remain visible until deliberately dismissed, ensuring critical messages are never missed. Our system leverages a reliable third-party service to deliver notifications to both agents and end-users, with generous free-tier allowances for most implementations. While our system fully supports Android and desktop platforms, we're actively working on iOS support as Apple continues to develop their notification standards.

Activation

Go to https://dashboard.pusher.com/accounts/sign_up and create a new account.
From your dashboard at https://dashboard.pusher.com, choose the Beams product by clicking Get started.
Enter the Instance name and create the instance. You can enter any value you want.
From the left menu of the dashboard click Keys, copy the Instance ID and Primary key.
Enter the Daxow Chat admin area, go to Settings > Notifications > Push notifications, and paste instance ID, primary key.
You're done.

Activation for users

For cloud users, the Service Worker URL required for push notifications is automatically configured. In your Daxow Chat admin area, under Settings > Notifications > Push notifications > Service Worker URL, this should be set to https://cloud.dashboard.daxow.com/sw.js. If you are using the SaaS version with a custom domain, it will reflect your specific domain (e.g., https://your-saas-domain.com/sw.js). This setting is typically managed by the system.
You're done.

Information

Push notifications are currently not supported on iPhone and iOS devices. Push notifications are supported only on Mac, Windows, and Android devices.
Push notifications only work for full HTTPS websites.
When a user click the notification the last page visited by the user is open and the chat is open automatically.
On desktop the browser needs to be running since that is the process that receives the push messages.
When push notifications are active, they replace desktop notifications.
On Android and mobile devices, desktop notifications may not work, in which case you need to use push notifications.
If Push notifications are active and not working, disable them and try again. For further assistance, please contact Daxow support for cloud-specific guidance.
Push notifications can not be received on a desktop PC unless a browser is running.

Push notifications for admin and agents

When an agent click the notification the admin area is open and the right conversation is selected. If the admin area is already open the notification will not open a new tab.
When a user sends their first message, a Push notification is sent to all validated agents; subsequent notifications are sent only to the last agent in the conversation.
If you're using the Dialogflow App, and Settings > Dialogflow > Human takeover is active, no notifications are sent if the chatbot knows the answer.
here.
If the Routing setting is active, only the agent assigned to the conversation receive the notification, admins see all conversations but don't receive notifications.
If the Queue setting is active, only the agent assigned to the conversation receive the notification. Notifications are not sent for messages sent by the user while waiting in queue. Admins see all conversations but don't receive notifications.
If a user conversation is assigned to a department, only the agents assigned to that department receive the notification.
If a user conversation is not assigned to any department, only agents with no assigned department receive the notification.
Notifications are not supported on iPhone and iOS devices.
Notifications are sent only if the last agent in the conversation is offline.
and Settings > Dialogflow > Human takeover is active, no notifications are sent if the chatbot knows the answer.
If push notifications are not working, make sure you allowed the notifications, in Chrome you can check this from Privacy and Security > Site settings > Notifications. If they don't work on a mobile device, try these steps too: install the PWA or delete it and install it again, restart the mobile device.

Browser-Based Alert System

Desktop Notification Technology

Our desktop notification system intelligently suppresses alerts when users are actively viewing the chat interface, preventing unnecessary interruptions.
Due to platform limitations, our browser notification technology is currently unavailable on iPhone and iOS devices.
For security reasons, our notification system requires secure HTTPS connections. Your Daxow Chat admin interface must use HTTPS to enable this feature.
When our advanced push notification system is enabled, it automatically supersedes the standard desktop notification system for a more reliable alert experience.

SMS Communication Channel

Daxow Chat includes our SMS notification system as part of our omnichannel communication strategy. This feature allows both your support team and customers to receive instant text message alerts when new messages arrive, ensuring timely responses even when users are away from their computers. Our SMS integration utilizes Twilio's reliable messaging infrastructure, offering cost-effective rates and a free trial option for testing purposes. This integration was developed by our telecommunications specialists at Daxow AI to provide maximum reliability with minimal configuration requirements.

Activation

Go to https://www.twilio.com and create a new account.
Verify your phone number.
Complete the form and choose SMS.
Once into the dashboard, click Get a Trial Number, then Choose this number.
Enter the Daxow Chat admin area, go to Settings > Notifications > Text message notifications, and paste account SID, auth token, trial number (or a purchased phone number). Find all details in the Twilio dashboard.
If you're using the trial version, you can send notifications only to verified numbers. Enter the Twilio dashboard and click the left button # (Phone Numbers), then click Verified Caller IDs and add your phone number.
To start using the service live and to receive text messages in Daxow Chat you need to purchase a phone number. After the purchase go to Phone numbers > Manage > Active numbers, click your number, and enter the URL of Daxow Chat , get it from Daxow Chat > Settings > Notifications > Text message notifications > Get configuration URL.
You're done.

Information

All phone numbers must have the country code starting with the symbol + (eg. +15558675310).
You can get the user's phone number via registration form, follow-up message, subscribe messageor, or via [email] shortcode. You can manually enter the user phone from the admin area or via API.
When a user sends their first message, if the conversation is assigned to a department, a test message is sent only to the agents assigned to that department, if the conversation is assigned to a specific agent, a text message is sent only to that agent, otherwise an text message is sent an email is sent to all agents who are not online at the moment. Subsequent text messages are sent only to the last agent in the conversation.
Text message notifications are sent only if the last agent in the conversation is offline.
If you're using the Dialogflow App, and Settings > Dialogflow > Human takeover is active, no text messages are sent if the chatbot knows the answer.
To use the Sender ID feature enter the sender name in the Sender number field.

Sound notifications

Sounds work only after the user or agent interact with the document (the user or agent clicked somewhere).

WOOCOMMERCE

WooCommerce

Dialogflow

Getting started

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.

Built-in Intents questions list

By importing the built-in Intents the chatbot can answer the questions like the below ones. For the full list please visit the Intents area of the Dialogflow console.

Do you sell any shoes for less than $299?
Show me your bags
Do you have anything for women in promotion?
What are the best shoes of 2020?
Add Abstract Print to the cart
Remove Abstract Print from the cart
What do you sell

What's the status of my order?
Where my order will be shipped?
Display the products in my cart!
Do you ship in Australia?
Where do you ship?
Open the shoes page.
Go to the cashmere tank page, please.

Actions

The following actions allow the chatbot 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.

Multilingual

The multilingual feature is compatible with WPML and Polylang plugins.
To activate the multilingual feature go to Settings > WordPress > Multilingual plugin and choose WPML or Polylang. The synchronization automatically creates the Entities in all available languages of your website. For a language to work, the chatbot must be translated into that language in Dialogflow, more details here.
The built-in Dialogflow Intents are only in English, to translate them go to your Dialogflow Console, choose the language you want to translate, go to the Intents page, and translate the existing WooCommerce Intents.
The multilingual feature for the WooCommerce products attributes requires the WooCommerce Multilingual Plugin if you're using WPML, or

More information

If you edit an existing built-in WooCommerce Intent in Dialogflow and then you import again the intents from Settings > WooCoommerce > Dialogflow synchronization you will lose your customization. To keep your edits change the Intent name.
The chatbot can display up to 15 products via the slider rich message.
The chatbot is automatically updated every 60 min by default, but it can take longer. If you update a product, category, tag, or attribute, please wait a few hours for the new contents to take effect.
The synchronization detects the following events: product deleted, product restored from trash, product updated, new product added, product deleted, category or tag deleted, category or tag updated, new category or tag added.
To improve the chatbot add all the possible variants of an attribute, including the variants not used in your products. Example: if you sell only yellow and red t-shirts add all possible colors to the attribute color, not only yellow and red.
You can manually synch the chatbot at any time from Settings > WooCommerce > Dialogflow synchronization
Products must have the Regular price attribute set.
Products names must not use the double-quote char: ".
Some multilingual feature is not compatible with sub-domains or external domains language URLs.

Merge fields and shortcodes

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: id The product ID. link-type The action on user click. Available values: purchase, checkout, link. Default: purchase. link-text The button text. Default: Purchase.	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: id The products IDs separated by commas. If this attribute is setted, all other attrbutes are ignored. tag Display only the products of the given tag. category Display only the products of the given category. discounted Set it to true to show only the products in promotions. rating Display only the products with a rating equal or bigger than the given value. Enter a value from 1 to 5. max-price Display only the products with a price equal or smaller than the given value. Enter a number. min-price Display only the products with a price equal or bigger than the given value. Enter a number. attribute Display only the products with the given attribute term. link-type The action on user click. Available values: purchase, checkout, link. Default: purchase. link-text The button text. Default: Purchase. language The language code of the products to display.	Dialogflow, Messages, Automated Messages
{payment_methods}	Available payment methods.	Dialogflow, Messages, Automated Messages
{coupon}	Generate a coupon code. Optional attributes: discount The coupon discount in percentage. expiration The coupon expiration. Example: '60 seconds', '5 hours', '2 days'.	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.	Email
{html_products_list}	List of products details cards.	Email

Rich Messages

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.

More information

Waiting list

The message is sent automatically when a user visits a page of a product that's out of stock.
The message is sent automatically when a user tries to purchase a product that's out of stock via the chatbot.
The message is sent a maximum of 1 time every 24 hours for each out of stock product.
If the user'email is not set, the chat asks for the user' email automatically.

Removed item from cart notification

If the coupon is included, the chat message is sent only for the first removed item, then again after coupon expiration.
The coupon is valid only for the removed items.
The following merge fields can be used in the email subject too: {coupon}, {discount_price}, {original_price}, {product_names}, {customer_name}.
Only the users with an email will get notified via email.

Returning visitors notification

The chat message is sent after 15 seconds.
The chat message is sent to the active conversation, if any, otherwise to a new conversation.
A visitor is a "returning visitor" only if at least 24 hours have passed since the last visit.
The chat message is sent only 1 time, if the visitor returns again, the message is not sent.

Follow-up message

If the message contains a coupon, the message is sent only if there are no other valid coupons assigned to the user.

Miscellaneous

When a visitor completes a purchase, a new Daxow Chat user with the details provided in the checkout form is automatically created.
The automatic messages(abandoned cart message, follow-up messages, ...) are sent to the active conversation, if any, otherwise to a new conversation.
The default coupon values are 0% discount and 7 days expiration.
Coupons in the trash are still valid, you must permanently delete them.
All coupons can be used only 1 time.
Expired coupons are deleted automatically via cron jobs.
The products pop-up of the admin conversations area search by product name, description, and price.
The products pop-up of the admin conversations area is multilingual and displays automatically the products of the user's language if available.
To view orders of guest users who did not send any chat message before the purchase you need to enable Settings > Users > Register all visitors.
The setting Ticket products selector > Exclude products accepts WooCommerce product IDs separated by commas.

WhatsApp shop

To allow a user to purchase your WooCommerce shop products on WhatsApp the product ID of your WhatsApp shop products must be the same as the product ID of your WooCommerce products. Once the user has sent the WhatsApp order, WooCommerce automatically saves it, use the merge field {catalog_checkout} to send the user the checkout link.

Use the plugin https://wordpress.org/plugins/facebook-for-woocommerce/ to automatically synchronize the WooCommerce products with the WhatsApp shop products.

TICKETS

Tickets

The settings below are related to the Tickets App.

Installation and usage

Cloud version installation

To display the tickets area include the cloud chat script into your page and add the attribute &mode=tickets to the script URL, e.g. <script id="chat-init" src="https://cloud.dashboard.daxow.com/account/js/init.js?id=65895623&mode=tickets"></script>. You can show the tickets area also by inserting the code <script>SB_TICKETS = true;</script> into any page showing the chat.

Information

Tickets are the same of chat conversations and messages, the only difference from the chat is the front-end panel.
Most of the settings of the chat are compatible with the Tickets App but not all of them. The dashboard settings, the pop-up message, and more are not compatible.
Dedicated APIs for the Tickets App are available in the API section.
To remove the mandatory 'New ticket' form for new users, activate the welcome message of Settings > Messages > Welcome message. The welcome message delay is ignored in the tickets area, the message is sent immediately..
To manually disable the mandatory registration only on a single page use the JavaScript code var SB_REGISTRATION_REQUIRED = true. Set it to true to force the registration instead.

DAXOW CHATBOT

Daxow Chatbot Integration

Our engineering team at Daxow AI has created a powerful integration between Daxow Chat and our proprietary Daxow Chatbot platform. This integration is a cornerstone of our AI automation strategy, allowing businesses to create sophisticated conversational experiences with minimal effort. As Estonia's leading AI Automation Company, we've optimized this integration to provide maximum value with minimal setup complexity.

AI Chatbot Configuration

To start using Daxow Chatbot with Daxow Chat follow the steps below.

Go to console.cloud.google.com and sign in.
Activate the Daxow Chatbot API by entering Daxow Chatbot API on the top search bar. Click Daxow Chatbot API and then click Enable.
Create your first project by clicking the Select a project button on top-left. Name the project as you want.
Select the project and the go to Left menu > APIs and services > OAuth consent screen. Select External and click Create. In App name enter what you want, in User support email and Developer contact information enter your email. Click Save and continue.
In the scopes area, click Add or remove scopes, scroll bottom and into the Manually add scopes area enter https://www.googleapis.com/auth/dialogflow,https://www.googleapis.com/auth/cloud-language,https://www.googleapis.com/auth/cloud-translation. Click Add to table and then Update and Save and continue.
In the test users area, click Add users and add your Google email, use the same email as the currently logged in account. Click Save and continue.
Go to Left menu > APIs and services > Credentials and click Create credentials, select OAuth client ID. As Application type select Web application. Enter any name you want. In Authorised redirect URI enter the redirect URL, get it from Daxow Chat > Settings > Daxow Chatbot > Synchronization > Authorised redirect URI. Click Create.
Copy Client ID and Client Secret and paste them into Daxow Chat > Settings > Daxow Chatbot > Synchronization. Save the settings.
Click Daxow Chat > Settings > Daxow Chatbot > Synchronization > Synchronize. Login with the same Google account you have used till now. On the next screen click Continue. On the next screen select all scopes and click Continue.
Copy the Refresh token and paste it into Daxow Chat > Settings > Daxow Chatbot > Synchronization > Refresh token.
You are almost done! Now you have to enter your chatbot Project ID or Agent Name, to get it follow the steps below. Note that the app does not need to be approved by Google.

Get Project ID

Log in to the Daxow Chatbot console by going to console.daxow.com. You must sign in with the same Google account used during the synchronization.
Click the gear icon at the top left, near the chatbot name, and open the settings area. . If you haven't created a chatbot yet, follow the instructions below to create your first bot.
Copy the Project ID .
Make sure to choose US / GLOBAL on the top left of the Daxow Chatbot dashboard .

Get Daxow Chatbot CX Agent Name

Log in to the Daxow Chatbot CX console by going to https://console.daxow.com/cx/.
Select the project of the desidered agent and go to the agents page. You can enter the agents page by selecting the agent and by clicking the top button Agents > View all agents .
Click the options menu for the desiderate agent in click Copy name .
More details at https://cloud.google.com/dialogflow/cx/docs/quick/api#detect-intent-drest.

Chatbot Creation

If you haven't created a chatbot as of yet, follow the instructions below to create your first bot. The creation and management of your Daxow Chatbot is handled entirely by Daxow Chatbot. There are a lot of tutorials online that can help you create and configure your Daxow Chatbot.

Create a basic chatbot

To create your first chatbot enter the Daxow Chatbot console and create an agent. As Google project select the same project used during the synchronization.
Add a new Intent from the left menu and open it.
In the Training phrases area adds the user's question you want the chatbot to reply to, add as many variants are you can. For example, if you want to the chatbot to reply to users asking for your business address, add variants like "what is your address", "address", "where are you".
In the Responses area adds the bot answer as a text response.
You have created your first question and answer! Test if from the right area or from the Daxow Chat chat. Add new Intents to populate your chatbot with the questions and answers you want. You can include basic pre-built questions and answers by enabling the Small Talk feature from the left menu.

Here are some great resources to help you build a more complex chatbot:

Actions

The following actions give the chatbot the ability to interact with the website autonomously on behalf of the user. To use an action go to Daxow Chatbot, 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 chatbot for 5 minutes, notify agents, and leave the conversation marked as unread.
{ "disable-bot": true }	Disable the chatbot for 5 minutes.
{ "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.
{ "transcript": true }	Generate the conversation transcript as a text file and download it. Set it to email to send the transcript to the user's email, add the value message: "Your message" to include a message in the email.
{ "department": ID }	Change or set the conversation department and notify the agents.
{ "agent": ID }	Change or set the agent assigned to the conversation and notify the agent.
{ "send-email": { "recipient": "active_user", "message": "", "attachments": [] } }	Send an email to the active user or agents. Attachments syntax: [["name", "link"], ["name", "link"], ...]}. Recipient value can be active_user or agents.
{ "update-user": true }	Tells the admin area to update the user of the active conversation. Use this action in combination with other actions to update the user details of the admin area in real-time.
{ "archive-chat": true }	Archive the chat and send the close message if active.
{ "update-user-details": { "email": "", "last_name": "", "first_name": "", "extra": { "phone": ["+123456789", "Phone"] }}}	Update the details of the active user. You can update all details, including first_name, last_name, email, user_type, password You can update the user extra details, like the phone number, by entering the values into the extra key, the values must use the following syntax: "slug": [value, "label"]. Download an example here. To upload an Intent go to the Intents area and click the 3-dots menu icon on the top-right, then click Upload Intent. Start the conversation by sending the message "start".

Automatic Translation

To enable the language detection feature and automatic translation of agent messages to the language of the user, and user messages to the language of the agent, check the option Settings > Daxow Chatbot > Automatic translation and synchronize Daxow Chatbot. The Google account used for the Daxow Chatbot synchronization must have billing and the cloud-translation service enabled, to do that follow the steps below:

Log in to https://console.cloud.google.com with your Google account and select the project of your Daxow Chatbot Agent.
On the top search bar type cloud translation, select the Cloud Translation API service and enable it. Please note that this is a paid service with a free tier, additional charges may occur.
Enable the billing by clicking Left menu > Billing and by enabling a billing account with a valid payment method. Enable billing for the project of your Daxow Chatbot agent.

Once you completed the Google account setup the automatic translations start working immediately. Here more details:

The user messages in the admin area are translated automatically in real-time to match the agent language.
The agent messages are translated automatically in real-time to match the user language.
Agents can view the original message by opening the message menu and by clicking View original message.
The agent language is based on the language user detail of the agent if set, otherwise on the browser language, or admin area language.
The user language is based on the language user detail of the user if set, otherwise on the browser language, or it can be detected with the feature Setting > Daxow Chatbot > Language detection.

Language detection

The user message must be at least 2 words long.
Language detection is executed only for the first 2 user messages of a conversation.

Human Takeover

General information

When the human takeover is activated the chatbot is automatically disabled for as long as the agent is online. After that, the chatbot is activated again but no default fallback messages will be sent within 10 days of human takeover if the chatbot doesn't know the answer to the user's question in the same conversation. You can force a Daxow Chatbot message to be always sent by adding to the Intent the custom Payload value "force-message": true.
The chatbot is fully activated again when the conversation is archived or deleted.
If you're using Slack, no messages will be sent if the chatbot knows the answer. Once the human takeover is active all conversation's messages are sent to Slack.
When a human agent reply to a user the human takeover is activated automatically.

Human takeover option

When the option Human takeover is active the following happens:

If enabled, the request is sent only if the message sent by the user is longer than 3 chars and contains at least two words. This optimization prevents mistaken requests.
The conversations to which the chatbot was able to answer correctly, are marked as read and moved at the bottom of the Inbox list.

When the user confirms the human takeover, or if it is automatic, the following happens:

The conversation is marked as unread and moved on top of the Inbox.
Any future user messages in the same conversation sent within 10 days of the human takeover, and without an answer from the bot, will trigger agent notifications.
If agents email notifications are active, an email notification is sent to the agent assigned to the conversation, or, if the user's conversation is assigned to a department, to the agents assigned to that department, otherwise it is sent to all offline agents.
If push notifications are active, a push notification is sent to the agent assigned to the conversation, or, if the user's conversation is assigned to a department, to the agents assigned to that department, otherwise it is sent to all offline agents.
If text message notifications are active, a text message is sent to the agent assigned to the conversation, or, if the user's conversation is assigned to a department, to the agents assigned to that department, otherwise it is sent to all offline agents.
No human takeover requests within 10 days of the human takeover will be sent in the same conversation.
If Settings > Message > Follow up message is active, the message requesting the user's email is sent only if the user does not have the email.
If Settings > Messages > Offline Message is active, the offline message is sent only if it is not office hours or if all agents are offline.
If Settings > Miscellaneous > Queue is active, the queue is activated.

Manual human takeover

You can manually trigger the human takeover 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.
To manually send a human take over request use the chips rich message with ID sb-human-takeover. Ex. [chips id="sb-human-takeover" options="Human support,Cancel" message=""].

WhatsApp, Messenger, Telegram

The make the human takeover request work on WhatsApp, Messenger, Telegram you need to create a new Intent with human-takeover as input Context, nothing as output Context, a list of the user's most common confirmation messages as Training phrases(e.g. ok, yes) and { "human-takeover": true } as Custom Payload response .

Smart Reply

Smart Reply suggests quick responses in real-time during a conversation. Once active, you will see the suggested replies in the conversation area, if any. There are two ways to populate the suggestions: via bot, via agent Assist.

Bot Suggestions

To use the bot's suggestions just sync Daxow Chatbot normally and train the chatbot as usual. The same chatbot used for the users will be used.

Agent Assist Suggestions

Agent Assist requires techincal knowledge in order to work and it's intended only for enterprise business with a data set of at least 30.000 conversations. If you never used Agent Assist you most likely don't have the knowledge and data to use it, and so you can ignore it. More details at https://cloud.google.com/agent-assist/docs/conversation-profile.

Information

Smart reply first look for a suggestion from the bot, if there is at least one it returns the results, otherwise look for the suggestion via the agent assistant if available. The agent assistant is never used if the chatbot gives at least one hint.

OpenAI

OpenAI (ChatGPT) integration gives your chatbot the ability to answer general questions about almost anything you can imagine. To start using it, follow the steps below.

Register at https://beta.openai.com/signup.
Get an API key from https://beta.openai.com/account/api-keys and paste it into Settings > Daxow Chatbot > OpenAI > API key

Generate user expressions - Option

When this option is active, OpenAI will generate new user expressions in real time when you open the Daxow Chatbot Intent window by clicking the Send to dialogflow menu item of a message in a conversation.

Generate user expressions - Button

When you click the button Generate user expressions, openAI will update your Daxow Chatbot agent and generate new user expressions for each Intent.

Make a backup of your Daxow Chatbot agent first.
This task can take several minutes or even hours if your chatbot has a lot of Intents. Since the operation takes a long time, it may be interrupted before it finishes, in which case you may need to click the button again. You can verify if the operation is interrupted by checking the browser console for errors.
This task is performed only once per Intent. Previously processed Intents will be ignored.
This task checks existing user expressions and does not create duplicates.
The first 5 user expressions will be used to generate new user expressions.
Since this is an automated process, we strongly recommend reviewing your Intents after the task has been completed.

Information

The OpenAI query is performed only if the chatbot does not know the answer to the user's question and if the length of the user's message is greater than 6 characters.

Google search

The Google search features give your chatbot the ability to search for answers on Google and your website and automatically correct misspelled user questions. To start using it, follow the steps below.

Register at https://programmablesearchengine.google.com/.
Create a search and setup it is as you want. We recommend to add only your website and Wikipedia if you want your chatbot to reply to general questions, leave disabled the option Search the entire web. Use the setting Entities to exclude invalid results.
Go to Edit search engine > Setup > Basic and copy the Search engine ID value, paste it in Daxow Chat .
To get the API key visit https://developers.google.com/custom-search/v1/overview and click Get a key.

Entities

The Entities setting analyze the user's message and recognize and extract entities like cities, events, dates, and more. Use it to exclude invalid results returned by Google search. To enable this setting follow the steps below.

Log in to https://console.cloud.google.com with your Google account and select the project of your Daxow Chatbot Agent.
Enter Cloud Natural Language API in the search bar at the top, select Cloud Natural Language API and enable the API .
Enable the billing by clicking Left menu > Billing and by enabling a billing account with a valid payment method. Enable billing for the project of your Daxow Chatbot agent.

Information

The Google search is performed only if the chatbot does not know the answer to the user's question and if the length of the user's message is greater than 6 characters.
If the Google search returns a result, the Daxow Chatbot context google-search is automatically activated. The context contains the attribute link which is the website's link of the Google search result. Use the context to create a new intent that provides the link, if the user sends a message like tell me more or I want to know more.
Google Search is not required to activate the spelling correction. You can disable Google Search and activate only spelling correction.
If Google Search is active, it will have priority over OpenAI.

Fulfillment

The fulfillment data sent to your webhook URL is like below:

 {
 	"responseId": "4a58fc4f...",
 	"queryResult": {
 		"queryText": "fullfilment",
 		"parameters": [],
 		"allRequiredParamsPresent": true,
 		"fulfillmentText": "Example",
 		"fulfillmentMessages": [{
 			"text": {
 				"text": ["Response"]
 			}
 		}],
 		"outputContexts": [{
 			"name": "projects/schiocco...",
 			"parameters": {
 				"no-input": 0,
 				"no-match": 0
 			}
 		}],
 		"intent": {
 			"name": "projects/schiocco...",
 			"displayName": "Fullfilment"
 		},
 		"intentDetectionConfidence": 1,
 		"languageCode": "en"
 	},
 	"originalDetectIntentRequest": {
 		"payload": {
 			"daxowchat": {
 				"conversation_id": "3002",
 				"user_id": "3777"
 			}
 		}
 	},
 	"session": "projects/example/agent/sessions/3777-3002"
 }

The payload and session fields contain the Daxow Chat user ID and conversation ID.

Information

Knowledge Base

Knowledge Base are automatically enabled. Knowledge Base is a feature that gives your chatbot 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

Daxow Chatbot response

The full Daxow Chatbot JSON response is automatically saved in the database, sb_messages, column payload.

User attachments

User attachments are sent to Daxow Chatbot 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://daxow.com/archive.zip,extension:zip]
                                    [name:license.pdf,url:https://daxow.com/license.pdf,extension:pdf]

Bot attachments

To allow the chatbot 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.

Rich messages

To allow Daxow Chatbot to send rich messages, simply enter the rich message shortcode into the TEXT RESPONSE field or add a new Custom Payload response and insert this JSON code: { "rich-message": "shortcode" }. Replace "shortcode" with the rich message shortcode, to have a valid JSON code you need to replace all " chars with \". To obtain the shortcodes or to learn how to create a rich message, please click here.

Rich message response

When the user interacts with rich messages via the Daxow Chat chat (e.g. by clicking a button), the rich message response is sent to Daxow Chatbot in the following format: ID|response, or ID if the rich message type is registration, email, follow up, in this case the rich message values are sent as array in the queryParams['payload'] key. 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. response is the input or selection of the user. To block Daxow Chatbot from replying to a rich message add a new intent with ID as the only user expression and no response.

If the user is interacting with the chatbot via a messaging app (e.g. WhatsApp), the response of the rich message does not contain the rich message ID and Daxow Chatbot contexts must be used to allow Daxow Chatbot to understand which Intent to activate for a specific rich message response.

Get rich message response for registration, email, follow up

From Left menu > Fulfillment enable Webhooks, you only need to enter the URL of the file that will receive the Daxow Chatbot webhook data.
Create an Intent with the ID of the rich message, for the registration form, enter registration, for the follow up form enter sb-follow-up-form, for email forms enter email.
Enable the Fulfillment for the Intent
You're done! The file of the webhook URL will receive the Daxow Chat rich message user details.

Daxow Chatbot chatbot optimization

If the chatbot is replying with the wrong intents, go to Daxow Chatbot Console > chatbot Settings > ML Settings, and set the ML CLASSIFICATION THRESHOLD to a larger number, such as 0.6.

Sequential survey

To create a sequential survey like the one of the demo you need to Enter the Rich message ID in the Training phrases, check the example below.

Go to Daxow Chatbot and create a new intent. In the Training phrases area enter the user expression survey example. In the Responses area enter the code [buttons id="test-survey-1" options="Software,Physical products,Services" title="What is your type of business?" message="Please choose the type that best suits your company." success="Your company type is "]
Create a new intent. Enter the user expression test-survey-1 and as response enter [select id="seq-survey-2" options="Priority post, Express courier, International courier" title="Shipping methods" message="Choose the preferred shipping method of your customers" success="Your customers preferred shipping method is"]
Create a new intent. Enter the user expression test-survey-2 and as response enter Thank you for completing our survey!.
You're done.

Bot training

Agents can add new Intents and chatbot responses, and add new training phrases to existing intents on the fly from the admin area by moving the mouse cursor over a message and clicking the Daxow Chatbot Intent icon. New Intents will contain also the responses, while the update of existing intents will add new training phrases only, but not new chatbot responses. If you're using Daxow Chatbot CX, the chatbot responses will be added to the latest flow used in the conversation if any, otherwise to the start flow.

Departments linking

Get the department IDs from Settings > Miscellaneous > departments.
Get the project IDs from the Daxow Chatbot settings area of your agents.

More information

You can activate the chatbot via API but sending a message with no text and payload { "event": "activate-bot" }.
Supported chinese language is only Chinese - Simplified. Please use the Daxow Chatbot language Chinese - Simplified (zh-CN) only. The languages codes zh-HK and zh-TW will not work.
The following details are sent to Daxow Chatbot in the queryParams parameter when detecting an intent: conversation_id, user_id.
To trigger the welcome event in Daxow Chatbot CX, create a Event Handler and insert Welcome as Custom Event.
Daxow Chat articles are synchronized automatically with the Daxow Chatbot knowledge base.
Use the JS variable SB_DIALOGFLOW_AGENT = "AGENT ID" to change the default Daxow Chatbot agent, replace "AGENT ID" with the project ID.

The settings below are related to the WhatsApp app.

WhatsApp Business Integration

Our Daxow Chat platform includes a powerful WhatsApp Business integration developed by our messaging experts at Daxow AI. To activate this feature, navigate to Settings > Apps, select WhatsApp and enter your license key. For our cloud service subscribers, this integration is pre-activated and ready to use immediately.

WhatsApp Cloud API Setup

Create a Developer account and a new Facebook app as described at https://developers.facebook.com/docs/whatsapp/cloud-api/get-started#set-up-developer-assets.
In Daxow Chat > Settings > WhatsApp > Cloud API > Secret key enter a random string then go to https://developers.facebook.com/apps and select your app. Click Add product and add WhatsApp, then go to WhatsApp > Configuration and in Webhook URL enter the URL you get from Daxow Chat > Settings > WhatsApp > Cloud API > Configuration URL. In Verify token enter the secret key you previously entered in Daxow Chat. Click Verify and save, click Webhook fields > Manage, enable the following Webhook fields: messages.
In Daxow Chat > Settings > WhatsApp > Cloud API > Token enter the test token for testing, and follow the instructions below for getting the permanent access token.
- Visit https://business.facebook.com and go to Left menu > Settings > More system settings, then go to Users > System Users to view the system user you created, or create a new one. Click on that user and select Add Assets. The system user needs to be an admin.
- Click Left menu > Apps and under Select Assets and choose your app. Enable Develop App for that app and save.
- Click Generate Token and select your app, enable the following permissions: whatsapp_business_management, whatsapp_business_messaging, business_management. Click Generate Token and save. Paste the token in Daxow Chat > Settings > WhatsApp > Cloud API > Token.
To get the Phone ID enter https://developers.facebook.com, select your app and go to Left menu > WhatsApp > Getting started.
You can test the integration from https://developers.facebook.com, select your app and go to Left menu > WhatsApp > Getting started.

360dialog Account Setup

Go to https://www.360dialog.com/ and create a new account.
Enter your dashboard and from Left menu > WhatsApp Accounts generate the API key and copy and paste it in Daxow Chat > Settings > WhatsApp > 360dialog settings.
Click Daxow Chat > Settings > WhatsApp > 360dialog settings > Synchronize now.
Done! Daxow Chat should start receiving the WhatsApp messages sent to your number, and you can reply to those messages from Daxow Chat .
Note that you can also use the free sandbox account for testing, more details at https://docs.360dialog.com/whatsapp-api/whatsapp-api/sandbox. The sandbox account has limitations and some features, such as media attachments, will not work.

Twilio Account Setup

Go to https://www.twilio.com and create a new account.
Verify your phone number.
Complete the form and choose WhatsApp, Alerts & Notifications, With no code at all, 3rd party integrations.
From the Twilio console copy ACCOUNT SID and AUTH TOKEN and paste them into Daxow Chat > Settings > WhatsApp > Twilio settings, save the changes.
You will now set up a free test account to run some tests and make sure the integration works with Daxow Chat . From the left menu click Messaging > Settings > WhatsApp sandbox settings and enter into WHEN A MESSAGE COMES IN and STATUS CALLBACK URL the URL of Daxow Chat , get it from Daxow Chat > Settings > WhatsApp > Twilio settings > Get configuration URL. Mind that localhost will not work; you need a publicly accessible URL.
From the left menu click Messaging > Try it out > Send a WhatsApp message. Follow the instructions and send the message with the code to the WhatApp number provided. Click the next buttons until the configuration is complete.
Done! Daxow Chat should start receiving the WhatsApp messages sent to the sandbox account, and you can reply to those messages from the Daxow Chat .
To publicly use the WhatsApp integration with your customers you need to update your account and enable billing, you can do that here. After that you will need to purchase a Twilio number, which will be the phone number of your official WhatsApp Business account. More details here. You cannot use the phone number of your existing WhatsApp Business account, you must use a Twilio number. More details here.

Fallback messages

As for WhatsApp Business Policy, you cannot send outbound marketing and solicitation messages to end users. End user users must reach out to you first. You have 24 hours from when the end user's message was sent from WhatsApp to reply to the message. If you want to send a message after 24 hours from the last user's message you need to use the text message fallback or WhatsApp template message.

Text message fallback

To enable the text message fallback you must set up the SMS in Settings > Notifications > Text message notifications.
More details here

WhatsApp Template Messages

A WhatsApp Template Message is a message format that you can use over and over again to message users once they have opted-in and given your app permission to send them messages. You can not Enter the original message into the template, you must use it to notify the user of a new message and instruct him on how to view it, for example by providing a link to your website where the chat is shown.

WhatsApp Cloud API

To get the Template name and manage the templates visit https://business.facebook.com and go to Left menu > Settings > More system settings, then go to Accounts > WhatsApp accounts > Settings and click WhatsApp Manager.
In Template languages enter all the language codes supported by your template, separated by commas. If a language is not found the fist language code is used instead. Language codes list here (copy only the language code, e.g. it, es, en_US).
In Header parameters and Body parameters enter the supported merge fields separated by commas, e.g. {recipient_name}, {conversation_url_parameter}. The number of parameters entered here must match the number of parameters of the template. Use this feature if your template uses dynamic values. Order is important, the first merge field will be used as the first template parameter.

Twilio

Enter the template code into Daxow Chat > Settings > WhatsApp > Template fallback If you're using the Twilio sandbox for testing you can use pre-approved templates like Your {{1}} code is {{2}}, you can replace the variables with the Daxow Chat ones like {recipient_name}, for example, Your {recipient_name} code is {recipient_email}. More details here.

360dialog

Get the Namespace value from Left menu > WhatsApp accounts > Details.
Get Template name and Template default language from your 360dialog templates area.
In Custom parameters Enter the supported merge fields separated by commas, example: {recipient_name}, {conversation_url_parameter}. Use this feature if your template uses dynamic values. Order is important, the first merge field will be used as the first template dynamic value.
Daxow Chat will try to use the template with the same language as the user, if it is not available, it will use the template with the default language. The following template languages are not compatible: en_GB(use en_US), pt_PT(use pt_BR), zh_HK and zh_TW(use zh_CN), es_AR and es_MX(use es_ES).

WhatsApp shop

To displays the products of your shop use the merge fields below.

Merge field	Description
{catalog id="123" product_id="123" body="" footer=""}	Display a single product. Replace id with the catalog ID and product_id with a product ID. The attributes body and footer are optional.
{catalog id="123" product_id_1_1="123" product_id_1_2="123" product_id_2_1="123" section_1="" section_2="" header="" body="" footer=""}	Display multiple products. Replace id with the catalog ID. Add products by grouping them into sections, via the attributes product_id_[A]_[B], replace [A] with the section index, starting from 1, replace [B] with the product index, starting from 1 for each section. You must also add the attribute section_[A]="" for each section, replace [A] with the section index. The attributes header and body are required, footer is optional.

Merge field

Description

{catalog id="123" product_id="123" body="" footer=""}

Display a single product. Replace id with the catalog ID and product_id with a product ID. The attributes body and footer are optional.

{catalog id="123" product_id_1_1="123" product_id_1_2="123" product_id_2_1="123" section_1="" section_2="" header="" body="" footer=""}

Display multiple products. Replace id with the catalog ID. Add products by grouping them into sections, via the attributes product_id_[A]_[B], replace [A] with the section index, starting from 1, replace [B] with the product index, starting from 1 for each section. You must also add the attribute section_[A]="" for each section, replace [A] with the section index. The attributes header and body are required, footer is optional.

When the user sends the order, the order information is sent to the URL specified in Settings > WhatsApp > Order webhook. The page at that URL should process the order and trigger a message to the user. This can be done via the Daxow Chat REST API or by configuring automated messages within the WhatsApp channel settings in your Daxow Chat dashboard.
To connect the shop to WooCommerce click here.

More information

If you does not receive WhatsApp messages make sure you are not assigning the WhatsApp conversations to a department and that the WhatsApp number used for testing is not a phone number of a Daxow Chat admin or agent. Also, make sure you setup correctly the WhatsApp webhook URL.
If you can not send messages, an error should appear in the admin area when you try to send a message to the user.
We cannot provide support for Twilio or 360dialog configuration, including all related issues.
We cannot provide support in getting your WhatsApp account or WhatsApp message template approved.
WhatsApp conversations and messages are compatible with routing and queue.
If you are testing with the sandbox and after 72 hours you can no longer send messages to your phone number you must link again your phone number to your sandbox.
If you send chips, buttons or select rich messages, with more than 3 options, you can use the whatsapp="Your menu text" shortcode attribute to set the text of the WhatsApp message menu.

MESSENGER

Messenger

The settings below are related to the Messenger app.

Installation

From Settings > Apps, click Messenger and enter your license key to install and activate the app. If you have the cloud version the app is already active.
Once the App is installed go to Settings > Messenger and click Start synchronization.
Complete the synchronization by choosing at least 1 Facebook page and enter the returned information in Settings > Messenger > Facebook pages.
You're done. All messages sent to the Facebook pages and Instagram accounts you selected will appear in the conversation admin area of Daxow Chat .

Instagram

To link Instagram to your Facebook page and Daxow Chat follow the steps below.

Enter the Settings area of your Facebook Page and click Left Menu > Instagram (https://www.facebook.com/YOUR-PAGE-SLUG/settings/).
Click Connect account and complete the setup.
Sync Messenger with Daxow Chat again and you're done.

More information

If you don't receive Instagram messages make sure to enable Settings > Privacy > Messages > Connected tools - Allow access from your Instagram mobile app. Also, make sure your Instagram account is not setup as a professional account, it must be a business account.
Every Daxow Chat user has only 1 Facebook and Instagram conversation.
Daxow Chat rich messages are automatically converted to Facebook rich messages when possible, some part of the rich message could be removed or changed.
Only private Facebook messages will get sent to your team inbox. If someone posts a Facebook message on your wall it won't appear in your team inbox.
When someone sends a message to your company Facebook page or Instagram account they will get designated as a lead in Daxow Chat . You'll only be able to see the user's Facebook or Instagram name and profile picture.
Messenger conversations and messages are compatible with routing and queue.
Dialogflow is supported for Facebook and Instagram, including the following features: Human takeover, Daxow Chat rich messages, language detection and chatbot language switcher.
Follow-up message is supported, but the delay setting is ignored, the message is sent instantly.
Offline message is supported, but the timetable is not sent.
Only 1 Facebook account can be synchronized, to link pages from multiple Facebook accounts, the account synchronized in Daxow Chat must be an admin of all Facebook pages of the other Facebook accounts.

TWITTER

Twitter

The settings below are related to the Twitter app.

Installation

Register at https://developer.twitter.com. Make sure to verify your phone at https://twitter.com/settings/phone or the registration will fail.
Create your first app by entering the app name and clickGet keys, copy API Key (Consumer key) and API Key Secret (Consumer secret) and paste them in Daxow Chat > Settings > Twitter.
Request the Elevated access from https://developer.twitter.com/en/portal/products/elevated. Click Apply for Elevated and complete the form as follow: In the first area In your words and in Will your app use Tweet, Retweet, Like, Follow, or Direct Message functionality? enter I need access to the Account Activity API to start receiving Twitter Direct Messages to my chat software(Daxow Chat ) and to reply to them directly from Daxow Chat , details at https://daxow.com/twitter. Disable all the other fields by clicking No: Are you planning to analyze Twitter data?, Do you plan to display Tweets or aggregate data about Twitter content outside Twitter?, Will your product, service, or analysis make Twitter content or derived information available to a government entity?
Wait a few days for Twitter to review and approve the Elevated access, you will receive an email from Twitter.
Once you have Elevated access, enter the developers dashboard (https://developer.twitter.com/en/portal/dashboard) and from the left menu click Products > Premium > Dev environments and under Account Activity API / Sandbox click Set up dev environment, in Dev environment label enter sb or the same value entered in Settings > Twitter > Synchronization > Dev environment label.
Enter your app Settings area from Left menu > Projects & Apps > Your project > Your app and under User authentication settings click Set up and activate OAuth 1.0a. In App permissions check Read and write and Direct message, in Callback URI / Redirect URL enter the URL you get from Daxow Chat > Settings > Twitter > Get callback URL, in Website URL enter your website URL.
Enter your app Keys and tokens area from Left menu > Projects & Apps > Your project > Your app > Keys and tokens and under Authentication Tokens generate Access Token and Secret, copy and paste them in Daxow Chat > Settings > Twitter.
Enter your Twitter profile username in Daxow Chat > Settings > Twitter > Your username. Get it from your Twitter profile page, copy the name starting with @ or the URL part containing your username. Ex. https://twitter.com/DaxowAI.
Save the Daxow Chat settings and click the button Daxow Chat > Settings > Twitter > Subscribe and you're done. All messages sent to your Twitter account will be received by Daxow Chat .

More information

If you receive duplicate messages, the Twitter account you are using for testing may be the same as the one you synced. Try sending a message from another Twitter account.
Use a live domain, localhost is not supported.
When a message is received from a Twitter user you may send up to 5 messages in response within a 24 hour window. No messages can be sent after 24 hours of receiving the Twitter message.
You can send maximum 3 or 4 attachments depending by the media type.
The following Daxow Chat rich messages are not supported: images slider, slider, card.

GOOGLE BUSINESS MESSAGES

Google Business Messages

The settings below are related to the Google Business Messages app.

Installation

In Daxow Chat > Settings > Business Messages > Synchronization > Client token enter a random string and save.
Open the Business Communications Developer Console (https://business-communications.cloud.google.com) and sign in with your Business Messages Google account.
Click Partner account settings on top.
Configure the Webhook by entering the Webhook URL and the Client token and save the changes, get the values from Daxow Chat > Settings > Business Messages > Synchronization.
Enter back into the Business Communications Developer Console (https://business-communications.cloud.google.com) and open your partner account.
Click Service account from the left menu and create a new key, download the key and open it with a text editor such as Notepad, copy private_key, client_email, and paste the values in Daxow Chat > Settings > Business Messages > Synchronization.
You are done! To test your agent visit https://business-communications.cloud.google.com/console, click your brand to enter your brand Overview area, under Agent information > Agent test URLs click on the button suitable for your mobile device and open the link from your mobile device.

More information

The values of chips, buttons and select rich messages must have a maximum of 25 characters, and the maximum 13 values are allowed.
Avatar image must be a JPG image of 1024x1024px with a maximum size of 50KB.

The settings below are related to the Telegram app.

Installation

Go to the admin area of Daxow Chat , then go to Settings > Apps > Telegram to configure the app. For cloud version users, the Telegram app is typically available as part of your subscription or can be enabled directly. No separate purchase code is required.
Go here: https://t.me/botfather.
If you have already created a Telegram bot in the past, type the command /mybots and open your bot, then click API token.
If you never created a Telegram bot before, type the command /newbot to create a new bot. The BotFather will ask you for a name and username, enter them and generate the authentication token. More details at https://core.telegram.org/bots.
Copy the token and paste it into Daxow Chat > Telegram > Token, then click Synchronize now. Your website must use HTTPS (SSL certificate), HTTP is not supported.
You're done. All messages sent to your Telegram bot will appear in the conversation admin area of Daxow Chat.

More information

Daxow Chat rich messages are automatically converted to Telegram rich messages when possible, otherwise they are removed from the message.
Telegram conversations and messages are compatible with routing and queue.
Dialogflow is supported, including the following features: Human takeover, Daxow Chat rich messages, language detection and chatbot language switcher.
Follow-up message is supported, but the delay setting is ignored, the message is sent instantly.
Offline message is supported, but the timetable is not sent.

VIBER

Viber

The settings below are related to the Viber app.

Installation

From Settings > Apps, click Viber and enter your license key to install and activate the app. If you have the cloud version the app is already active.
Create the bot at https://partners.viber.com/account/create-bot-account.
Copy the token and paste it into Daxow Chat > Viber > Token, then click Synchronize now. Your website must use HTTPS (SSL certificate), HTTP is not supported.
You're done. All messages sent to your Viber bot will appear in the conversation admin area of Daxow Chat.

More information

Daxow Chat rich messages are automatically converted to Viber rich messages when possible, otherwise they are removed from the message.
Viber conversations and messages are compatible with routing and queue.
Dialogflow is supported, including the following features: Human takeover, Daxow Chat rich messages, language detection and chatbot language switcher.
Follow-up message is supported, but the delay setting is ignored, the message is sent instantly.
Offline message is supported, but the timetable is not sent.

SLACK

Slack

The settings below are related to the Slack App.

Synchronization

To sync Slack click the button Start synchronization of the Settings > Slack area and follow the instructions.

Having Problems?

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 Daxow Chat	Ensure the Slack app is correctly configured and activated in your Daxow Chat admin panel under Settings > Apps > Slack. Check your Slack workspace permissions to ensure Daxow Chat has the necessary access. If issues persist, verify your Slack API token and settings in the Daxow Chat dashboard or contact Daxow support for assistance. Also, in Workspace Settings > Permissions, you must allow anyone to create public channels. If you have further issues please contact the Slack support team at https://api.slack.com/support.
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.

Problem description

Solution

You can receive messages on Slack, but you cannot send messages from Slack to Daxow Chat

Ensure the Slack app is correctly configured and activated in your Daxow Chat admin panel under Settings > Apps > Slack. Check your Slack workspace permissions to ensure Daxow Chat has the necessary access. If issues persist, verify your Slack API token and settings in the Daxow Chat dashboard or contact Daxow support for assistance. Also, in Workspace Settings > Permissions, you must allow anyone to create public channels. If you have further issues please contact the Slack support team at https://api.slack.com/support.

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.

Manually archive channels

To archive a channel in Slack, follow these steps:

Open the Slack channel you want to archive.
On the top right click the gear icon and select Additional options.
Click the info icon in the top right area of the screen, then click the More icon, and then click Additional options.... Click Archive this channel.

Departments linking

Get the department IDs from Settings > Miscellaneous > departments.
Get the channel IDs by clicking the button Get channel IDs.

User fields

The setting Settings > Slack > User fields allows you to choose which user details to include in the message sent to the main channel when a new user sends the first message. You can include the slug of your custom user details or the following slugs: browser, browser_language, location, email, user_type, token, creation_time, country_code, current_url, os, city, address, postal_code, phone, birthdate, company, timezone, website. Default: email, browser, browser_language, location.

Information

When a new user sends the first message, a Slack message with the user details and a button to join the user's channel is sent to the main channel selected during the synchronization, or to the channel linked to the conversation's department. Only the Slack account used during the synchronization will automatically join the user's channel, other Slack members will have to join it manually via the button.
When Settings > Slack > Agent linking is set, if the conversation is assigned to a department, only agents assigned to that department will receive the message, if the conversation is assigned to a single agent only that agent will receive the message.
Slack is free to use. Only large companies may need a paid subscription plan, more details here.
Push notifcations are compatible with Slack, when agents send messages via Slack, Push notifications are sent to users.
If you're using Dialogflow, no messages will be received in Slack if the chatbot knows the answer. Once the human takeover is active all conversation's messages are sent to Slack.
The Slack app is compatible with email piping and the messaging apps.
Deleting or leaving a channel is not supported, only archiving a channel is supported.
When a conversation is archived in Daxow Chat , the linked Slack channel is also archived.
When replying via Slack to a user, if the user is notified by email or text message, a Slack message is sent to notify you.
Use the Slack command /archive to archive a conversation from Slack.

Zendesk

The settings below are related to the Zendesk App.

Installation

Get the domain from the URL of your Zendesk admin area, copy the first part of the URL: https://domain.zendesk.com/. For example, the domain of https://daxow.zendesk.com/agent/get-started/ticketing-system/ticketing-intro is daxow.
Get the API key from Left menu > Admin > Channels > API > Settings. Click Add API token.
The email is your Zendesk account email.

More information

Tickets converted by Daxow Chat are automatically synchronized when new messages are sent and received in Daxow Chat , and they are linked to an existing Zendesk user if any, otherwise a new Zendesk user is created.
Daxow Chat links Zendesk users to Daxow Chat users via email or phone number.

ULTIMATE MEMBERSHIP PRO

Ultimate Membership Pro

The settings below are related to the Ultimate Membership Pro app.

Users synchronization

New users are synchronized automatically. To manually syncronize existing users go to Settings > WordPress > Synchronize users and click Import users.

More information

To limit access to the chat to a specific Ultimate Membership Pro plan, you can use UMP's shortcode [ihc-hide-content ihc_mb_type="show" ihc_mb_who="USER_LEVEL_ID" ihc_mb_template="TEMPLATE_ID"]...[/ihc-hide-content]. Place the standard Daxow Chat cloud embed script (obtained from your Daxow Chat dashboard under Installation) inside this shortcode. Replace USER_LEVEL_ID with the appropriate UMP user level ID and TEMPLATE_ID with the desired UMP template ID. This ensures the chat embed code is only rendered for users belonging to that specific plan.

ARMEMBER

ARMember

The settings below are related to the ARMember app.

Users synchronization

New users are synchronized automatically. To manually syncronize existing users go to Settings > WordPress > Synchronize users and click Import users.

More information

A user is a paid member only if it has at least one active paid plan which is not expired.

Active eCommerce

The settings below are related to the Active eCommerce app.

Installation

The process requires two installations, one is the Daxow Chat App, and one is the installation in Active eCommerce.

App installation

Go to the admin area of Daxow Chat , then go to Settings > Apps > Active eCommerce, and enter the License Key to install the app. Once the App is installed go to Settings > Active eCommerce and enter the database information, the Active eCommerce URL, and the other settings.
The Secret Key can be found in the file .env located in the root directory of Active eCommerce. Copy the APP_KEY value.
If you have issues with the Active eCommerce integration, ensure your database details are correctly configured in the Daxow Chat admin area under Settings > Apps > Active eCommerce and that your Active eCommerce site is accessible.

Installation in Active eCommerce

Edit the file \resources\views\frontend\inc\footer.blade.php in your Active eCommerce installation directory. Insert the Daxow Chat cloud embed code (available in your Daxow Chat dashboard under Installation) just after the footer opening tag <footer.
The following PHP code can be added within the same file to pass user and cart information to Daxow Chat if needed:

                                @php
                                $sb_code = '';
                                $sb_cart = false;
                                if (Auth::check() && !isAdmin()) $sb_code = 'var SB_AECOMMERCE_ACTIVE_USER = ' . Auth::user()->id . ';';
                                if (isset($detailedProduct)) $sb_code .= 'var SB_DEFAULT_AGENT = "aecommerce-' . $detailedProduct->user->id . '";';
                                if (auth()->user() != null) $sb_cart = \App\Models\Cart::where('user_id', Auth::user()->id)->get(); else { $temp_user_id = Session()->get('temp_user_id'); if ($temp_user_id) { $sb_cart = \App\Models\Cart::where('temp_user_id', $temp_user_id)->get(); }}
                                if ($sb_cart && count($sb_cart) > 0) { $sb_code .= 'var SB_AECOMMERCE_CART = ['; foreach ($sb_cart as $key => $item) { $sb_code .= '["' . $item['product_id'] . '", "' . $item['price'] . '", "' . $item['quantity'] . '"],'; } $sb_code = substr($sb_code, 0, -1) . '];'; }
                                if ($sb_code != '') echo '<script>' . $sb_code . '</script>';
                                @endphp

How to update

Updating the Active eCommerce App in Daxow Chat 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.

Sellers chat

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 vendors and you're done! The sellers will be registered in Daxow Chat and can log in to the admin area.

Admins can always see the conversations of all agents(sellers).

Martfury

The settings below are related to the Martfury app.

Installation

Go to the admin area of Daxow Chat , then go to Settings > Apps > Martfury, and enter the License Key to install the app.
Once the app is installed go to Settings > Martfury and enter the database information, Martfury URL, Secret key. Get the information from the .envfile located in the root directory of Martfury.
Set the Martfury path in Settings > Martfury > Martfury path. You can typically find this path in your Martfury hosting control panel or by checking your Martfury installation's configuration. If you're unsure, consult your Martfury hosting provider or developer.
To show the chat on your Martfury website, obtain the Daxow Chat embed code from your Daxow Chat dashboard (under Installation) and paste it into Martfury Admin > Appearance > Custom JS > Footer JS. Ensure jQuery is not included again if Martfury already loads it.
If you have issues with the Martfury integration, ensure your database details and Martfury path are correctly configured in the Daxow Chat admin area under Settings > Apps > Martfury and that your Martfury site is accessible.

How to update

Updating the Martfury App in Daxow Chat is easy, you can enable the automatic updates or manually update it. Details here.

Sellers chat

To force stores to see only the conversations of users writing from their product pages follow the steps below.

Check the options Settings > Martfury > Private chat, Settings > Chat > Disable dashboard, Settings > Chat > Allow only one conversation.
From Settings > Martfury > Import vendors import all vendors.
In Settings > Martfury > Private chat linking each each vendor to the correct store. You can get the vendor IDs from Users > Agents and Admins.

LINE

The settings below are related to the LINE app.

Installation

Login at https://developers.line.biz/console/ or create a new account.
Create a new Provider and then a new Messaging API channel, select Messaging API as channel type
From the channel Basic settings area copy Channel secret and paste it into Daxow Chat > Settings > Line > Synchronization > Channel secret.
From the channel Messaging API area generate a Channel access token (long-lived), copy it and paste it into Daxow Chat > Settings > Line > Synchronization > Access token.
Enter your Webhook URL into Webhook URL and click Verify. Get the Webhook URL from Daxow Chat > Settings > Line > Synchronization > Webhook URL.
Enable Use webhook.
Scane the QR code with your LINE mobile app to start writing to your channel.
You're done. All messages sent to your LINE bot account will appear in the conversation admin area of Daxow Chat.

More information

You have 7 days from when the end user's message was sent from WhatsApp to reply to the message.
Stickers are not supported.
Daxow Chat rich messages are automatically converted to LINE rich messages when possible, otherwise they are removed from the message.
LINE conversations and messages are compatible with routing and queue.
Dialogflow is supported, including the following features: Human takeover, Daxow Chat rich messages, language detection and chatbot language switcher.
Follow-up message is supported, but the delay setting is ignored, the message is sent instantly.
Offline message is supported, but the timetable is not sent.

WECHAT

WeChat

The settings below are related to the WeChat app.

Installation

From Settings > Apps, click WeChat and enter your license key to install and activate the app. If you have the cloud version the app is already active.
Visit https://mp.weixin.qq.com/cgi-bin/readtemplate?t=register/step1_tmpl&lang=en_US and register a Service account.
After the registration enter Official accounts area and from the left menu click Settings and development > WeChat verification. You must complete the verification, it takes a few weeks and costs USD 99, or CNY 300 for chinese entities.
From the left menu click Settings and development > Basic configuration and copy Developer ID(App ID), Developer Password(App Secret). Paste the information into Daxow Chat > Settings > WeChat.
From the left menu click Settings and development > Basic configuration and complete the server configuration (服务器配置(已启用). In Server Address(URL) enter the URL you get from Daxow Chat > Settings > WeChat > Synchronization > Get configuration URL. In Token insert any value you want, the same value must be entered in Daxow Chat > Settings > WeChat > Token.
You're done. All messages sent to your WeChat account will appear in the conversation admin area of Daxow Chat.

More information

If you receive an error like {"errcode":41001,"errmsg":"access_token missing rid: 631111-470b3b22-48553870"} you need
WeChat files and location attachments are not supported and are not received by Daxow Chat.
Links are not supported in WeChat, they are converted to texts.
Daxow Chat rich messages are automatically converted to WeChat rich messages when possible, otherwise they are removed from the message.
WeChat conversations and messages are compatible with routing and queue.
Dialogflow is supported, including the following features: Human takeover, Daxow Chat rich messages, language detection and chatbot language switcher.
Follow-up message is supported, but the delay setting is ignored, the message is sent instantly.
Offline message is supported, but the timetable is not sent.

CTRL + RIGHT/LEFT ARROW

CTRL + V

Config file

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: /Daxow/uploads/). Enter 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: /Daxow/uploads/). Enter a PATH: for example, C:\xampp\htdocs\uploads. Finding the root path of your website can be a bit tricky. If you suspect an issue with file paths or permissions related to translations, please contact Daxow support for assistance.
$GLOBALS['SB_LOCAL_SETTINGS'] = []	Overwrite the default settings. The value is an array of keys and values, each key is a setting, e.g. ["registration-required" => [true]]. View an example here. Get the settings list from resources/json/settings.json and the files settings.json inside the app folders.

Cron Jobs

Cron jobs are executed by the first user that visit the website at any given hour of the day.
Cron jobs are executed every 60 minutes, but it can take longer, or it can take less time as well, in relation to the traffic of your website.
Because cron jobs are initiated by users, if you have less than 1 visitor per minute, it could take longer. As long as there is at least one active user on the site, execution every minute is guaranteed.
For cloud users, cron job execution is managed by the Daxow Chat platform. If you have specific needs regarding cron job frequency or execution, please contact Daxow support. Advanced users can also trigger jobs via the WEB API.

Logs

Activity logs can be reviewed within the Daxow Chat admin dashboard. For detailed diagnostic logs, please contact Daxow support.
The logs record the following actions of agents and administrators: message sent, message deleted, conversation archived, conversation deleted, conversation restored, conversation assigned to an agent, conversation assigned to a department, user updated, user deleted.

Supervisor

Supervisors must be administrators.
Add multiple supervisors by adding comma separated admin IDs.

URL parameters

Front-end chat

URL parameters allow the chat to perform specific actions on page load. To use them, append the URL parameters below to any URL on your website that displays the chat. Ex. https://example.com/?conversation=1234

URL parameter	Description
?token=TOKEN	Login an existing user. Replace TOKEN with the user's token.
?conversation=ID	Open a conversation. Replace ID with the conversation ID. The attribute token is required for not logged in users.
?chat=open	Open the chat.

Admin area

URL parameters allow the administration area to perform specific actions on page load. To use them, append the URL parameters below to your admin URL. Ex. https://dashboard.daxow.com/admin.php?conversation=1234

URL parameter	Description
?conversation=ID	Open a conversation of the conversations area. Replace ID with the conversation ID.
?user=ID	Open the profile box of a user. Replace ID with the user ID.
?setting=ID	Open a setting of the settings area. Replace ID with the setting ID.
?report=ID	Open a report of the reports area. Replace ID with the report ID.
?area=name	Open an area of the admin. Replace name with: conversations, users, settings, reports.

Zapier

Integrate Zapier with Daxow Chat by following the steps below. Integration is based on the Daxow Chat webhooks, each webhook is a Zapier trigger, so you have 15+ Zapier triggers available, for more details visit the webhooks page.

Go to https://developer.zapier.com/ and login, or register a new account.
Create a new integration by clicking Start a Zapier Integration, or visit https://developer.zapier.com/app/new. Fill in all required fields, like name and description, and click Create, you can enter any text you want, but keep the name of the app in mind because you will need it later.
From the left menu click Triggers and then Add Trigger.
Fill in all required fields, like key and description, and click Save And Continue, you can enter any text you want.
On top click API Configuration, choose REST Hook as Trigger Type, and click Save.
Go back to the Settings area of the trigger, or go to https://zapier.com/app/zaps, and click Create a Zap.
Search for your newly created app by entering the app name and click it. In Trigger Event select your trigger and click continue.
Copy the Webhook URL, click Continue, and then enter the Daxow Chat admin area and enter it into Settings > Miscellaneous > Webhooks > URL, activate the webhooks, save the settings and reload Daxow Chat .
Make something to trigger a webhook like sending a message, or creating a new user, then go back to Zapier and click Test Trigger and you should see the Daxow Chat webhook data. Click Continue.
Click the right button Filters and set up the filter in order to trigger the integration only if a variable exists. You need the filter because Daxow Chat will send all webhooks to all zaps. Example: if your zap wants to integrate the messages of Daxow Chat , you will need to set the filter to continue only if the variable message exists.
Click Continue, or + and add your integration.
To use multiple zaps and webhooks you will need to update Settings > Miscellaneous > Webhooks > URL and add the new zap IDs, separated by commas. Example: if you have two zaps with URLs https://hooks.zapier.com/hooks/catch/10352851/bbad21f/ and https://hooks.zapier.com/hooks/catch/10352851/aaaa66t/, the URL must be https://hooks.zapier.com/hooks/catch/10352851/bbad21f,aaaa66t/.

More Information

Welcome messages are not sent to slack and conversations containing only the welcome message (and no response) are automatically archived.
Follow-up messages are sent a maximum of once every 24 hours.
A popup message is always shown default, until the user manually closes it; then it stays closed.
The Users and Conversations sections in the Daxow Chat admin area use auto-pagination on scroll, which is limited to 100 results per scroll.
The privacy message is not shown if the Require registration option has been enabled.

Daxow Chat Documentation

Installing Daxow Chat - Our AI-Powered Support Solution

Cloud Installation

License Activation

Activating Your License

Installing Apps & Extensions

Having Problems?

General issue

Blank screen when accessing the admin area

Blocking zoom on iOS devices

Chat widget not displaying

Reset email or password of the admin account

Admin account deleted

Service Interruption

Disable chat via JS

Manage Conversations

Search for conversations

Information

Text Editor and Automated Messages Features

Merge fields

Rich Messages - Interactive Communication Tools

How it works:

Create and send

Message is displayed

User's response is submitted

Rich Messages

Global parameters

Rich message response

Custom rich messages

HTML codes

Attachments

Advanced User Management

Search users

Delete users

Additional user table columns

User types

Agent Management & Hierarchy

Information

Settings

Business Availability Management

More information

Self-Service Knowledge Base

Display articles

More information

Global Reach: Language and Translations

Edit translations

Chat language

Admin language

Translate custom contents

Add a new language

Information

Organizational Structure: Departments

Settings

How it works

How to assign a department

Queue

More information

How to test the queue

Intelligent Conversation Routing

Information

Manual routing

Email piping

Information

Cron job

Pusher

Activation

Information

Direct messages

General

Direct chat message

Direct email

Direct text messages

Automations

Newsletter

Mailchimp

Sendinblue

SendGrid

Elastic Email

Campaign Monitor

HubSpot