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Using PulseChat (Staff)

This page shows how staff members use PulseChat day-to-day: finding conversations, sending messages, managing groups and clients, and using the AI assistant.

1. Opening PulseChatโ€‹

Once the module is enabled and you have the view capability:

  • In the admin sidebar, click Chat (PulseChat).
  • This opens the full browser view at admin/pulsechat/chat with a three-panel layout:
    • Left: Contacts / Groups / Clients / Channels
    • Center: Conversation list + messages
    • Right: Details panel (participant info, CRM context, etc.)

2. Sidebar: Tabs & Searchโ€‹

At the top of the sidebar you'll see:

  • Your avatar and status (online, away, busy, offline).
    • Click the status dropdown to change your presence.

Tabsโ€‹

  • Staff

    • Direct messages with other staff members.

  • Groups

    • Group conversations (multi-staff).

  • Clients (if enabled by admin)

    • Conversations with clients (company contacts).

  • Channels (if omnichannel is enabled)

    • External channels such as WhatsApp, Telegram, Email, etc.

Click a tab to switch the list below to that type.

  • Use the search box to filter contacts by name or company.
  • Click the "x" button to clear the search.

3. Starting & Opening Conversationsโ€‹

3.1 Direct staff chatโ€‹

  1. Click the Staff tab.
  2. Find the staff member you want to chat with.
  3. Click their name to open a direct conversation.

3.2 Group conversationsโ€‹

  1. Click the Groups tab.
  2. To open an existing group:
    • Click the group name.
  3. To create a new group:
    • Use the Create Group button in the sidebar footer (only if your role has create_groups or you are admin).
    • Choose a group name and members.
    • Save: the group appears in the list and opens automatically.

3.3 Client conversationsโ€‹

If pulsechat_clients_enabled is on:

  1. Click the Clients tab.
  2. Select a client row (company or contact) to open / create a chat thread.
  3. Messages you send are visible to that client in the client portal if they open chat there.

3.4 Channel conversationsโ€‹

See Omnichannel & Channels for full details, but at a glance:

  1. Click the Channels tab.
  2. Use filters (Status, Priority, Channel Type) to narrow conversations.
  3. Click a conversation to open it in the center panel.

4. Sending Messagesโ€‹

In the center panel, at the bottom:

  • Emoji button --- opens the emoji picker.
  • Attach button --- upload files.
  • Audio button --- record and send voice messages.
  • Text area --- type your message.
  • Send button --- sends the current message.

Keyboard behavior:

  • Enter --- send the message.
  • Shift+Enter --- insert a newline.

5. Message Actionsโ€‹

Hover over a message (or use the options menu) to see available actions (subject to settings and permissions):

  • Reply --- quote a message and reply inline; a reply bar appears above the composer.
  • Forward --- send this message to another conversation.
  • Copy --- copy message text.
  • React --- add an emoji reaction.
  • Star --- mark message as important; appears in "Starred Messages".
  • Pin --- pin message to the conversation (visible at the top).
  • Edit --- edit your own message (within the edit window if configured).
  • Delete --- remove your own message (if allowed).

The right-click context menu and per-message "three dots" menu both offer these actions.

6. Groups & Participantsโ€‹

In a group conversation:

  • Open the Details panel (right side).
  • See:
    • Group name and description.
    • Member list.
    • Creation time and creator.

If you have permission:

  • Rename group --- via group options.
  • Add members --- select additional staff.
  • Remove members --- remove a member from the group.
  • Leave group --- if pulsechat_allow_leave_groups is enabled.

System messages (like "Alice renamed the group...") are inserted to keep context.

7. Starred, Pinned & Shared Filesโ€‹

The sidebar footer includes:

  • All Starred Messages button

    • Shows a cross-conversation list of messages you have starred.

  • All Pinned Messages button

    • Lists pinned messages across conversations.

Inside a conversation:

  • Pinned messages appear in a pinned bar.
  • Shared files are accessible via the paperclip icon in the header, opening a shared files view.

Use the Search Messages button in the conversation header to:

  • Open the Search modal.
  • Enter a search term to search within the current conversation.
  • See results with context; click to jump to a specific message.

9. AI Assistant (Staff View)โ€‹

If AI is enabled (pulsechat_ai_enabled = 1) and you have the use_ai capability:

  • An AI toolbar appears above the composer:
    • Draft --- AI Draft Reply
    • Suggest --- Smart suggestions
    • Rewrite --- Improve text
    • Translate --- Translate text

9.1 Draft Replyโ€‹

  1. Ensure you've selected a conversation (staff, group, client, or channel).
  2. Click Draft.
  3. PulseChat sends recent conversation history to the AI.
  4. The AI's proposed reply is inserted into the composer for you to review and send.

9.2 Smart Suggestionsโ€‹

  1. Click Suggest.
  2. The AI returns 2--3 short replies as chips displayed just above the composer.
  3. Click a chip to fill the composer with that suggestion.

9.3 Rewriteโ€‹

  1. Type a reply in the composer.
  2. Click Rewrite.
  3. AI rewrites your text (more professional / friendly, based on configuration) and replaces your draft.

9.4 Translateโ€‹

  1. Type a message in your language.
  2. Click Translate.
  3. AI translates the text (by default to English; the admin may adjust behavior) and replaces your draft.

See AI Assistant for more technical detail.

10. Analytics & Channelsโ€‹

If omnichannel analytics are enabled:

  • A bar chart icon appears in the sidebar footer when Channels are active.
  • Click it to open analytics dashboards (volume by channel, response times, AI usage, etc.).

This is primarily for supervisors and admins; normal agents may have read-only or no access depending on their role.

11. Tips & Best Practicesโ€‹

  • Use statuses honestly so colleagues know if you're available.
  • Star important messages so you can find them quickly later.
  • Use groups for internal team channels (e.g. "Support Team", "Sales Europe").
  • For client conversations:
    • Always keep a professional tone (the default AI system prompt helps with this).
    • Use Convert to Ticket when a chat needs a formal support ticket.
  • If something feels off (missing messages, slow updates), check the transport bar at the top to confirm if you're on Pusher WebSockets or polling, and contact an admin if needed.