Chat365 User Documentation

Complete Setup and Usage Guide

This guide is built specifically for Chat365 users. Use it as your complete playbook for widget setup, daily operations, AI configuration, channel setup, integrations, and launch readiness.

Quick Start Path

  1. 1. Create user account using Sign Up and then login.
  2. 2. Go to Settings > Artificial Intelligence > OpenAI.
  3. 3. Enable the Chatbot option and save your changes.
  4. 4. Add your OpenAI API key and verify responses.
  5. 5. Add the widget init link to your website and run a test conversation.

Getting Started

Set up Chat365 in this order: Sign Up/Login, add your OpenAI API key, embed the widget link on your website, configure team settings and working hours, then test notifications before enabling automation and channels.

  • Create your user account using Sign Up, then log in from Login.
  • Add your OpenAI API key and verify AI responses in test chats.
  • Define team responsibilities before opening public traffic.

Widget Setup

Widget Embedding

  • Add the Chat365 init script to your website templates.
  • Place it before closing </body> for faster page rendering.
  • Open site in browser, send test message, verify delivery in dashboard.

Environment Prerequisites

  • HTTPS enabled on public domain.
  • PHP/app permissions and writable upload directories.
  • Reliable outbound network for webhooks and APIs.

Activation & Updates

  • Activate modules only after base chat flow is stable.
  • Update one module at a time and run a smoke test after each update.
  • Keep backup snapshot before major config or UI edits.
  • Track version/date in an internal change log.

Optimal Configuration

Team & Routing

Set departments, assignment rules, offline behavior, and escalation ownership.

Customer Experience

Set welcome message, reply expectations, and lead capture fields.

Startup Problems

  • Widget does not load: verify script ID, domain path, console errors.
  • No messages in dashboard: check API URL/key and server logs.
  • Email alerts not sent: validate SMTP credentials and sender domain.
  • Channel disconnected: verify token/webhook renewal status.

Conversations

Conversations should be organized for speed and accountability.

  • Use statuses: open, assigned, pending, resolved.
  • Use tags for lead type, source, and priority.
  • Assign owner early to avoid duplicate replies.
  • Keep first response templates for common intents.

Editor, Attachments, Notes

  • Use rich messages only when they improve clarity.
  • Keep attachment size and format guidelines for agents.
  • Use internal notes for context not visible to visitors.
  • Use canned replies for consistency, then personalize quickly.

Users, Agents, Admins

  • Define clear role permissions (viewer, agent, admin).
  • Add only required fields in registration and profile forms.
  • Map users to departments for cleaner routing.
  • Review inactive users monthly and disable unused accounts.

Core Settings

  • Office hours and timezone.
  • Branding, widget language, and appearance.
  • Departments and assignment rules.
  • Auto messages and queue behavior.
  • Email piping and inbound/outbound email setup.
  • Push services and real-time delivery settings.
  • API keys and callback URLs.
  • Security and login/session controls.

Notifications

  • Enable browser and email notifications for operators.
  • Configure fallback alerts for offline/after-hours.
  • Ensure agent devices are subscribed to push permissions.
  • Test notifications for each channel after every major update.

AI Overview

Chat365 AI is designed for instant first response, lead qualification, and seamless agent takeover.

  • AI handles repetitive queries and lead intake.
  • Agents handle sensitive, high-intent, and negotiation moments.
  • All conversations stay in one thread for continuity.

First Chatbot Setup (OpenAI Training)

  • Complete the synchronization process.
  • Enable Settings > Artificial Intelligence > OpenAI > Chatbot.
  • Save your changes and test the chatbot in a new conversation.

Chatbot Configuration

  • Set assistant tone and brand instructions.
  • Define blocked actions and escalation triggers.
  • Use intent prompts for sales, support, and appointment flows.
  • Set fallback responses for unsupported requests.

Training & Q&A

  • Upload curated business documents and validated FAQs.
  • Use clear Q&A pairs with current product/service details.
  • Review low-confidence replies weekly and retrain.
  • Keep language-specific content for multilingual output quality.

AI to Human Handoff

  • Trigger handoff on price negotiation, complaints, legal, or payment issues.
  • Pass conversation context and user details to agent automatically.
  • Set SLA targets for human takeover response.

Channels Overview

Deploy one assistant across web chat and messaging channels with unified conversation history.

Web Chat WhatsApp Instagram Messenger Telegram Email

WhatsApp

  • Configure API URL and API key once per server endpoint.
  • Validate webhook delivery and message event mapping.
  • Keep session/worker health monitored before high-volume campaigns.
  • Use mobile-based WhatsApp notifications when cloud API is not required.

Instagram & Messenger

  • Connect page/account and verify token expiry cycles.
  • Use channel-specific greeting and quick replies.
  • Test media handling and user profile sync before launch.

Telegram

  • Register bot token and set webhook endpoint correctly.
  • Confirm incoming message routing to target department.
  • Test command handling and fallback behavior.

Email Ticket Flow

  • Set inbound parsing rules and outbound sender identity.
  • Avoid duplicate ticket creation from forwarding loops.
  • Map priority tags automatically from subject/body rules.

Integrations Library

Use Integrations to browse available apps and categories.

  • Search by app name or category.
  • Validate credentials in staging before production.
  • Document each connected integration owner and purpose.

Webhooks & API

  • Use signed webhook endpoints and verify payload source.
  • Handle retries and idempotency to prevent duplicate actions.
  • Log request/response with correlation IDs for debugging.

Automation Flows

  • Automate lead scoring, tagging, routing, and CRM updates.
  • Use queue workers for high-volume webhook processing.
  • Add alerts for failed automations and stuck events.

CRM / Third-Party Sync

  • Sync contact records with source channel and lead stage.
  • Keep field mapping consistent across integrations.
  • Use webhook-based updates for near real-time data consistency.

Launch Checklist

  • Widget and all connected channels pass end-to-end test.
  • User login, role permissions, and notifications verified.
  • AI responses reviewed with approved training content.
  • Handoff to human verified in real scenarios.
  • Backup created before go-live.

Common Issues

No agent notifications

Check permissions, SMTP setup, and push subscription state.

Channel shows disconnected

Validate endpoint URL, token, webhook path, and worker health.

AI gives generic answers

Expand training data quality and tighten assistant instructions.

Search/filter in integrations fails

Hard refresh cache and verify latest script on integrations page.

Operational Guidelines

  • Use staging for major configuration changes.
  • Maintain backup snapshots before releases.
  • Keep a weekly review of unresolved conversations and AI errors.
  • Track uptime, response time, and lead conversion metrics.

Contact for Enquiries

For general Chat365 enquiries, contact our team and we will get back to you quickly.