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Customer communication chat center

Work with conversations, view user data, assign operators, and manage communication in one interface.

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Botmother Conversations section: an operator chatting with a customer

All customer inquiries in one place

Operators can immediately see new messages, their own conversations, and the shared queue. Find the user you need easily by name.

Conversation list with the My, New, All and Blocked tabs

  • Clear queues

    My, new, all, and blocked conversations.

  • One person in charge

    Assign an operator and keep one person responsible for the conversation.

  • Quick search

    Find a user by name and continue the conversation.

Everything you need to communicate with customers

Send text and media directly from the Conversations section so the customer gets all the information they need right away.

Chat window with a customer: messages, files and images

  • Action history

    See the user’s journey through the bot flow and the bot’s responses.

  • Files and images

    Send documents and images, and view media shared by the customer.

  • Emoji

    Add emotions to make your replies more engaging and expressive.

Join the conversation at the right moment

Pause the bot flow when the customer needs to speak to a person. Once the conversation is over, the bot will continue working without losing context.

The bot is paused while an operator talks to the customer

  • Messages are never lost

    While the bot is paused, the customer can continue sending messages in the conversation.

  • Keep the bot flow under control

    Resume the bot manually or after the operator leaves the conversation.

Add your team without extra fees for operators

Invite colleagues and work together on conversations. The number of operators does not affect your plan price.

Internal operator comments in a conversation

  • Discuss with your team

    Leave internal comments that only your operators can see.

  • Work together

    Invite up to 14 colleagues to work together on customer conversations.

Everything you need to know about the user at your fingertips

Open the user card right in the conversation window to view the platform, ID, current screen, segments, and tags. If needed, move customers to the right place in the bot flow.

User card next to the conversation

  • The full conversation context

    Platform, identifiers, and the user’s current step in the bot flow.

  • Segments and tags

    See at a glance which group the customer belongs to.

  • Quick actions

    Detailed customer data and the ability to move them to the right place in the bot.

Answers to your questions

What is the Conversations section used for?
In the "Conversations" section of the Botmother bot builder, operators can communicate with users, view conversation history, distribute inquiries among team members, and manage the bot while chatting with a user.
How many operators can work in conversations?
Up to 10 operators can work in conversations on the Trial, Start, and Advanced plans. The Professional plan supports up to 14 operators.
Which platforms can users contact operators from?
Users can contact operators via Telegram, Facebook, Instagram, and other connected platforms. A user can start by chatting with the bot and then continue the conversation with an operator in the same messenger without switching to another service. Messages from all platforms appear in the "Conversations" section, allowing operators to manage all inquiries in one place.
Can operators reply to users from their phones?
Yes. The "Dialogues" section is available on mobile, so operators can respond to users directly from their smartphones. The main features of the section are available in both the mobile and desktop versions.
Can operators reply to users from their phones?
Yes. The "Conversations" section is available on mobile, so operators can reply to users directly from their smartphones. The main features are available in both the mobile and desktop versions.
Are there sound notifications for new messages?
Yes. Sound notifications for new messages are available on both mobile and desktop. Operators can quickly hear about a new inquiry even when the relevant conversation is not currently open.
What can operators and users send in a conversation?
Both operators and users can send text messages, files, images, and emojis. All sent messages and files are displayed in the conversation history.
Can multiple operators work on the same conversation?
Yes. Multiple operators can help a user while one designated operator remains responsible for the conversation.
What else can you do in the "Conversations" section?
In the "Conversations" section, you can move users to the right place in the bot, view conversation history and user data, and search and filter conversations by operator and activity dates.

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