# ChatMonster Support Centre Welcome to our Help Centre, where you can explore how to use the app and master superpowers to level up your business. {% hint style="warning" %} We are currently building our Support Centre. Please feel free to [talk with our team](https://chatmonster.io/en/contact/) if you need any help with ChatMonster. {% endhint %} ## Get Started We've put together some helpful guides for you to get setup with our product quickly and easily. {% content-ref url="/pages/yTrwhTmGZ2Q37dHAC33H" %} [Plan and pricing](/getting-started/plan-and-pricing) {% endcontent-ref %} {% content-ref url="/pages/SSBbECjoFKmCeaq78KrX" %} [Creating an account](/getting-started/creating-an-account) {% endcontent-ref %} {% content-ref url="/pages/D2tEtO1LrSdfn9SLUyB5" %} [Member roles](/team-settings/member-roles) {% endcontent-ref %} # Plan and pricing ChatMonster provides multiple plans to suit you and your business’ need. All plans are month to month with no contracts, no setup fees, and no hidden gimmicks. {% hint style="success" %} You are free to upgrade or downgrade to any plan anytime, depending on your plan duration. Plan changes will be made effective after the next billing date. {% endhint %} ### Personal (free forever) * 100 contacts * 500 automations * 3 staff logins * Unlimited incoming and outgoing messages * Supports WhatsApp, Facebook Messenger, Instagram Direct Message ### Pro ($49 / month billed yearly, $59 / month) * 2,000 contacts * 5,000 automations * 3 staff logins * Unlimited incoming and outgoing messages * Supports WhatsApp, Facebook Messenger, Instagram Direct Message ### Growth ($99 / month billed yearly, $129 / month) * 5,000 contacts * 10,000 automations * 5 staff logins * Unlimited incoming and outgoing messages * Supports WhatsApp, Facebook Messenger, Instagram Direct Message ### Business ($99 / month billed yearly, $119 / month) * 10,000 contacts * 20,000 automations * 5 staff logins * Unlimited incoming and outgoing messages * Priority ChatMonster support * Supports WhatsApp, Facebook Messenger, Instagram Direct Message ### Enterprise (customised package, [contact us for details](https://chatmonster.io/contact)) * Dedicated account manager * Onboarding session * Strategy consultation * Unlimited incoming and outgoing messages * Supports WhatsApp, Facebook Messenger, Instagram Direct Message {% hint style="info" %} Still considering? Try out our Personal plan! No credit card needed, no commitments, free forever. {% endhint %} ### A**rticles on this topic** # Creating an account You can create a free account anytime without choosing a paid plan. With this account, you can build your own team and invite other members to work together. {% hint style="warning" %} **If you are hoping to join a team**, use the link that was emailed to you from the team owner. Do not create a new account from the registration page. One account can only belong to one team. {% endhint %} To start, head to our Sign Up page. Create an account with your work email and new password with at least 8 characters. Alternatively, you can sign up with Google for a password-less sign in experience.

After creating an account, you are invited to tell us a bit more about you. This allows us to build a product and experience that suits your needs. ![](/files/IFZ7DO4p1r0FJTqSgXnH) You are then required to build your team’s profile. This will be used when inviting teammates. ![](/files/AzK7nEG2zYcZSRrQTKXh) {% hint style="success" %} And that’s it! You have successfully created a new account on ChatMonster. Next up, you should [connect your chat channels](https://www.notion.so/Adding-managing-channels-c3cd1807bd9d48aea5b6118ef0bb28d7) and [invite your teammates](https://www.notion.so/Expanding-your-team-922c915518634564b2b1ca26f17f1319) to work together! {% endhint %} ### A**rticles on this topic** # Inbox Welcome to Inbox! Here is the place for you to connect with your clients and further strengthen business relationships. Here are the articles relating to the Inbox feature.


	Searching conversations
	Filtering conversations
	Marking conversations as unread
	Invisible mode
	Replying messages
	Unsending messages
	Adding emojis, attachments and audio
	Changing conversations' status
	Opening & downloading attachments
	Assigning team members
	Quick-reply feature
	Editing contacts in inbox

# Searching conversations This feature allows you to locate specific conversations directly by searching for keywords related to contact names or chats. You may search for certain conversations by clicking on the Search Bar.

You may search for conversations in two ways stated below. Once you have located the chatroom, click on it, and you will be directed to the chatbox. It will be shown on your display.

Search option	Function
Chat name	Refers to searching by contact name — for example, your client's name.
Message content	Refers to searching by words in chat — in other words, the text in the messages you have sent before.

# Filtering conversations Filtering conversations allow you to locate specific conversations quicker using a few taps of buttons. Begin by clicking on the "Filter" highlighted, and "Chat Filter" should appear on your display. You may filter conversations by conditions, assignee, and channel. By clicking on the filters, you wish to apply and "Apply" to confirm, filtered conversations will appear on the list of your conversations.

# Marking conversations as unread This feature allows you to set chats to the "unread" condition to draw attention or notify members to specific conversations. You may hover over the conversation you wish to mark as unread in the list. Click the downward arrow, and the words "Mark as unread" will appear on a pop-up. Click to complete the marking.

{% hint style="success" %} A blue notification label will appear next to the contact name after successfully marking the chat as unread on the list. {% endhint %} {% hint style="info" %} Want to read conversations without marking them as unread? Use [Invisible Mode](/features/inbox/invisible-mode)! {% endhint %} # Invisible mode Read conversations without marking them as unread Invisible mode allows users to read messages while keeping the unread label on. It comes in handy when members want to read messages without being shown as read.

You may enable Invisible Mode by clicking on the setting highlighted above. It provides space for members to come up with the best response when handling requests or inquiries from clients or customers. {% hint style="warning" %} The unread label will disappear when a member replies with any message in the conversation. {% endhint %} # Replying to messages You may reply messages by following the steps below. You may reply to a message by hovering over the message you wish to reply to. Click on the three dots and choose "Reply to message".

The message you reply to will appear above the message you would like to reply with. Hit "Send" to complete the procedure.

# Unsending messages You may unsend messages by following the steps below. You may unsend a message by hovering over the message you wish to unsend. Click on the three dots and choose "Unsend".

Click "Unsend" after the confirmation message has appeared. "This message was unsent by (member's name)" will show up with the deleted message. {% hint style="warning" %} According to [WhatsApp policies](https://faq.whatsapp.com/1370476507114859), you have about 2 days after you’ve sent a message to request to unsend a message (Delete for Everyone). {% endhint %} # Adding emojis, attachments and audio Emojis, attachments and audio may be helpful when interacting with clients or businesses. Here are the steps to demonstrate adding media to your chats. You may insert media by clicking icons in your chatbox. Different icons show different functions.

Icon	Function	How to use
Smiley face	All of the emojis are provided and ready to use.	Click on the emoji of your choice and it should appear in the chatbox.
Paper clip	Opens your files for you to send attachments through the chatbox.	Select the attachments you wish to send and it should appear in the chatbox.
Bookmark	Provides a quick-reply feature for you to make conversations more convenient.	You may refer to Quick Reply feature.
Microphone	Records your audio to provide better interpretations for your messages.	Pressing on the icon directly records your voice. You may replay, delete or confirm your audio by clicking on respective icons. The audio should appear in the chatbox after confirmation. This feature is not supported in Safari. Please use Chrome-based browsers instead.

{% hint style="info" %} Make sure you have given ChatMonster permission in your browser to access your microphone for the audio feature. {% endhint %} Hit "Send" to send the message for all the above media to complete the final procedure. # Using Quick Replies This feature allows you to set messages into presets and send them whenever necessary to make business interactions quick and easy. You may first go to "Settings" and click "Quick Reply". In the top right-hand corner, click "Add Quick Reply" to set up a quick reply.

You may customize your quick reply in this section by giving it a title and your message. Feel free to add emojis or photos when useful or feel extra creative! Adding variables allows you to confirm information or deliver your message in a more friendly manner. Click "Add Quick Reply" to proceed.

The quick reply should appear on the list of quick replies. You may now head to Inbox conversations and tap on the third icon to see your quick replies. Click the one you wish to deliver, and it should appear in the chatbox. Hit "Send" to deliver the message.

If you wish to manage or amend your quick replies, tap on "Manage", and you will be directed back to the list of quick replies. Repeat the above steps to change or create new quick replies.

# Changing conversations' status Understanding the status of your conversations is paramount to maintaining the interaction between you and your clients. The following demonstrates how you may designate your conversations. To begin, click on the conversation to which you wish to designate. You may click on the box highlighted below in the top right-hand corner. All conversations should begin with "Pending". You may choose other status options such as "In Progress" or "Resolved".

{% hint style="success" %} "The conversation status was changed to "(your status option)" by (member's name)" will appear above the chatbox for a successful designation. {% endhint %} You may refer to the statuses at the top of the chatroom list to locate specific conversations. # Opening & downloading attachments Here you will learn how to open and download attachments. You will be able to see what clients or businesses have sent you through files or media. Simply clicking on the "Download" icon of the attachment message, you can open and download the attachment sent by your contact.

Images and videos can be previewed without downloading. To do so, click on the image or video to view it directly on ChatMonster.

# Assigning team members You may assign your team members to specific conversations to choose the most suitable person to give the best response to clients. To begin, click on the conversation to which you wish to assign your members. You may click on the box highlighted below in the top right-hand corner. All conversations should begin with "Unassigned".

After that, a list of members of your team will show up. You may assign a particular member to the conversation by clicking on the member's name. {% hint style="success" %} "This conversation was picked up by (member's name)" will appear above the chatbox for a successful assignment. {% endhint %} If you would like to know how to add or remove team members, you may refer to [Adding / removing team members](/team-settings/adding-removing-team-members). # Editing contacts in inbox Having a record of clients' information is crucial. Updating clients' information allows contacts to be located in a quick and easy manner. You may first select the conversation you wish the contact to be amended in the "Inbox" section. Contact information should be present on the right. Click on the icon highlighted to update.

Contact information can be updated in the boxes highlighted. Note that the phone number of your contact cannot be amended. Click "Save" to proceed.

{% hint style="success" %} A message on the bottom right-hand corner will appear after a successful contact update. {% endhint %} # Contacts Welcome to Contacts! Here is the place to keep records of your clients and businesses. Here are the articles relating to the Contacts feature.


	Importing new contacts
	Deleting contacts
	Adding tags
	Searching contacts
	Editing contact information

# Importing new contacts It is important to have new cilents and business partners for your business to continue thriving and flourishing. {% hint style="info" %} All contacts messaging your connected social channel (WhatsApp only) will be automatically added to the contact list. {% endhint %} To begin, head to the Contacts page. Here you will see all of the contacts you have created before. Click "Import Contact" to add new contacts to the list.

Afterwards, you will be directed to the first step. You may choose to download the Excel file or the CSV file. If you do not have Microsoft Excel, you can also choose to download the CSV file.

The following is an example of opening the Excel file in Microsoft Excel. Insert the contact's first name, last name, phone number, and email in the boxes below the headings. Note that emails are optional.

{% hint style="info" %} After you have input the contacts to the file, save it and return to ChatMonster. Hit "Next" to upload the file. {% endhint %} You will be directed to the second step. Upload your completed file in the spaces provided after the system detects it as the correct format, and click "Next" to proceed.

You will then be directed to the third step. You should see the number of contacts detected by the system. You should also see the first contact's details from your contact list. This is to ensure you have the right file uploaded to ChatMonster. Click "Next" to proceed.

You may add tags to the newly imported contacts by clicking "+". Tags make it easier for you to identify a customer segment or group. An in-depth tutorial on adding tags can be seen by referring to [Adding tags](/features/contacts/adding-tags). Click on "Import contacts without tags" if you do not wish to add tags to your contacts.

Ta-da! A success message will pop out after the successful import of contacts. Click "View all contacts" to complete the procedure. Check if your newly imported contacts are shown in the contacts list to confirm.

# Deleting contacts Here you may learn to delete contacts to keep your contact list organized. If you wish to delete a single contact, you may search for the contact by referring to [Searching contacts](/features/contacts/searching-contacts). Click on the 3 dots highlighted and click on "Delete".

A confirmation pop-up will appear afterwards. Click "Delete" to confirm the deletion of the contact.

If you wish to delete a few or all searched contacts, tick the boxes next to the contact name or "Name", respectively. Click "Delete" to proceed.

Likewise, A confirmation pop-up will appear afterwards. Click "Delete" to confirm the deletion of contacts.

{% hint style="success" %} A success message will appear on the bottom right-hand corner after the successful deletion of contacts. {% endhint %} # Adding tags Tags make it easier for you to identify a customer segment or group. This way, you can search for contacts in a more efficient manner. Tags are also help select contacts in the campaign feature. {% hint style="info" %} You can learn how to add tags to newly imported contacts by referring to [Importing new contacts](/features/contacts/importing-new-contacts). {% endhint %} If you wish to add tags to a contact, you may search for the contact by referring to [Searching contacts](/features/contacts/searching-contacts). Click on the "+" icon under "Tag".

If you would like to add a new tag, insert the title for your new tag in the spaces provided. You may also search for tags you have created before by typing in the areas provided.

After finishing typing, click "Add" to add a new tag.

The title of your new tag will display a "tick" and be added to the "Tag" section of the specific contact. If you wish to unselect the tag, click on the "x" icon next to the tag on the Contacts page, and the contact will not display the unselected tag.

# Searching contacts To locate specific contacts, you may follow the tutorial below. Head to the Contacts page. There are 3 methods for locating specific contacts. | Search Option | Method | | ------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Contact name | Insert the contact's first name or last name in the Search Bar to locate. | | Channels | Tap on the "All Channels" box. To locate contacts, you may select the different channels, such as WhatsApp or Instagram. | | Tags | Tap on the "All Tags" box. You may select from the list of tags to locate specific contacts. To learn more about adding tags to contacts, you may refer to [Adding tags](/features/contacts/adding-tags). |

If necessary, you may also click on the different pages to locate more contacts with the same search options.

# Editing contact information Having the correct record of clients' information is crucial. Editing clients' information allows contacts to be the most up-to-date. To edit a contact, you may search for the contact by referring to [Searching contacts](/features/contacts/searching-contacts). Click on the 3 dots highlighted. Then, click "Edit" to begin.

Here you may edit the contact's information. The difference between editing contact information in Contacts and Inbox is that the former allows you to amend the contact's phone number. Click "Save" after the editing process is complete.

{% hint style="success" %} A success message will appear in the bottom right-hand corner after the successful contact editing. {% endhint %} # Campaign Welcome to Campaign! It is a place for you to send messages in batches. Here are the articles relating to the Campaign feature.


	The making of a campaign
	Editing a campaign
	Deleting a campaign
	Campaign status
	Campaign analytics

{% hint style="info" %} There is no exact limit on how many campaigns you can create, but every campaign message sent will be counted as an "automation usage", which can be located at the bottom left-hand corner of your ChatMonster display. {% endhint %}

# Creating a campaign Ever feel like having to send messages to contacts one by one manually wastes a lot of time? That's why creating a campaign allows users to send campaign messages in batches with one single click. The following are the preliminary steps required for effective campaign creation. You may head to the tutorials for each step simply by clicking on the step titles below. * [Adding a new campaign](/features/campaign/creating-a-campaign/start-new-campaign) * [Selecting channels in campaign](/features/campaign/creating-a-campaign/selecting-channels-to-send) * [Managing recipients](/features/campaign/creating-a-campaign/managing-recipients) * [Inserting texts, emojis and attachments](/features/campaign/creating-a-campaign/inserting-texts-emojis-and-attachments) * [Adjusting sending frequency and expected completion time](/features/campaign/creating-a-campaign/adjusting-sending-frequency-and-expected-completion-time) * [Scheduling a campaign](/features/campaign/creating-a-campaign/scheduling-a-campaign) * [Saving/publishing a campaign](/features/campaign/creating-a-campaign/saving-publishing-a-campaign) # Start new campaign Your journey of making a campaign starts with adding it to your campaign list. Go to the "Campaigns" feature on the left side of your display. Here, a record of your campaigns will be shown. Click "New Campaign" to create a new campaign.

You can give your new campaign a name by inserting text into the spaces under "Campaign Name". That way, you can differentiate campaigns from the record shown in the above step.

Moving on to the second step of creating a campaign, you can refer to [Selecting channels](/features/campaign/creating-a-campaign/selecting-channels-to-send). # Selecting channels to send It is now up to you to choose the transportation tool for your messages. All 3 channels provide the channelling effect...isn't it? You may choose channels such as Facebook Messenger, Instagram Direct Message and Whatsapp by clicking on the Channels Options Tab. You may select one or more channels by ticking the boxes corresponding to that channel.

Then, your campaign message will be sent via the channels you selected. Moving on to the third step of creating a campaign, you may refer to [Managing recipients](/features/campaign/creating-a-campaign/managing-recipients). # Managing recipients Having the right campaign messages sent to the right people is key. Here you may choose your desired recipients. {% hint style="info" %} Recipients are selected with the help of tags. You may refer to [Adding tags](/features/contacts/adding-tags) if you want to learn how to add tags to contacts. {% endhint %} Open the Tag Options Bar, and select the tag added to your desired recipients. You may also choose more than one tag to allow more recipients to receive your campaign messages.

All recipients having the selected tag will then receive your campaign message. To proceed to step 4, you may refer to [Inserting texts, emojis and attachments](/features/campaign/creating-a-campaign/inserting-texts-emojis-and-attachments). # Inserting texts, emojis and attachments It would not be a campaign without delivering a message. Here you will learn how to add texts, emojis and attachments to your campaign. Add text to your campaign message by typing in the spaces provided. To add emojis, click on the emoji icon on the bottom left. Click on the other icon to add attachments and select the files or images needed.

Adding variables allows you to confirm information with clients or businesses or deliver your message in a more friendly manner.

Now you are all set for the message, you may move on to the fifth step of [adjusting sending frequency and expected completion time](/features/campaign/creating-a-campaign/adjusting-sending-frequency-and-expected-completion-time). # Adjusting sending frequency and expected completion time How great would it be to have a high sending frequency and a low completion time? You may choose from 4 sending frequencies with different velocities for sending messages. {% hint style="danger" %} Remember that too high of a frequency may lead to unexpected bans. We suggest starters should always start with "Safe" frequency first. {% endhint %}

The expected completion time is calculated based on the total number of recipients and the sending frequency.

Let's say the total number of recipients is 100, and the sending frequency is 30 seconds per message, the expected completion time will be 50 mins.

Depending on your campaign, it is up to you what sending frequency option works best for your campaign. Once you have made up your mind, you may head to [Scheduling a campaign](/features/campaign/creating-a-campaign/scheduling-a-campaign). # Scheduling a campaign Finding the optimal time to reach out to your recipients? ChatMonster allows you to publish campaigns immediately or at a scheduled time to fit your needs. If you want to get things done quickly and urgently, you may click on the "Send immediately" option to deliver your campaign messages without waiting.

If you wish to publish your campaign on a scheduled date and time, click on the option below. Tap on the calendar icon to choose your desired date and time.

A calendar will appear for you to choose the date of your liking. Click on the date to select it.

With no surprise, the clock will appear afterwards for you to choose the time for your campaign to publish. Click on the time to select it.

Once your publishing time is figured out, you may move on to the final step, [saving/publishing a campaign](/features/campaign/creating-a-campaign/saving-publishing-a-campaign). # Saving/publishing a campaign What a journey! You have now completed creating your very own campaign. Now it's time for you to save or publish your campaign. You may save your campaign as a draft by selecting the left option. If you feel ready, you may publish your campaign by clicking on the right option. Your campaign will then be published according to your schedule. {% hint style="info" %} If you still wish to edit your campaign, you are recommended to "save as draft". More to editing on [Editing a campaign](/features/campaign/editing-a-campaign). {% endhint %}

# Editing a campaign ChatMonster allows you to edit your campaign until you are satisfied and ready. That way, your recipients will not miss the most up-to-date messages from your campaign. {% hint style="info" %} Users cannot edit their campaigns with statuses "sending", "completed", and "cancelled". More to statuses on [Campaign status](/features/campaign/campaign-status). {% endhint %} Your campaign will most likely be between "draft" and "pending". Click on the 3 dots of your campaign in the list. Then select "Edit" to edit your campaign, and you will be directed back to drafting your campaign.

# Deleting a campaign Here you may learn how to delete a campaign. This allows you to keep your list of campaigns clean and tidy. Click on the 3 dots of your campaign in the list. Then select "Delete" to remove your campaign.

Click on "Delete" in the pop-up to confirm the deletion of your campaign.

# Campaign status Wonder if your campaign message has been sent? Campaign status provides you with the condition of your campaign. Referring campaign status can be found on the Campaign page.

Campaign status	Indication
Draft	The campaign was saved as a draft. It remains editable. You may refer to Editing a campaign.
Pending	The campaign is scheduled according to your scheduled date and time. It remains editable. You may refer to Editing a campaign.
Sending	The campaign is sending to the selected recipients but is not yet completed.
Completed	All messages are sent to selected recipients.
Cancelled	The campaign is cancelled.

# Campaign analytics Wonder how well your campaign is doing? Campaign analytics provide you with all of the information needed for determining campaign performance. Referring campaign analytics can be found on the Campaign page.

| Campaign analytic | Indication | | ----------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Campaign Name | The campaign name that the user inserted during campaign creation. You may refer to [Adding a new campaign](/features/campaign/creating-a-campaign/start-new-campaign). | | No. of Recipients | The total number of contacts will receive the message in this campaign. You may refer to [Managing recipients](/features/campaign/creating-a-campaign/managing-recipients). | | Delivered | The number of campaign message(s) sent. | | Read | The number of campaign message(s) read by the selected contact(s). | | Open Rate | It is a percentage calculated by dividing "Read" by "No. of Recipients". | | Channels | The type of channel(s) that is/are involved in this campaign. You may refer to [Selecting channels in campaign](/features/campaign/creating-a-campaign/selecting-channels-to-send). | | Created | The date and time that the campaign was created. | | Launch at | The date and time that the campaign was scheduled or published. You may refer to [Scheduling a campaign](/features/campaign/creating-a-campaign/scheduling-a-campaign). | | Status | You may refer to [Campaign status](/features/campaign/campaign-status). | # Automation Welcome to Automation! It is a place for you to automate business operations between team members and cilents. Here are the articles relating to the Automation feature.


	The making of an automation
	Automation status
	Automation analytics
	Editing an automation
	Deleting an automation

# Creating an automation Have you ever received similar enquiries from clients? Automation saves time by allowing users to automatically set up keywords to reply to customers' enquiries based on them. The following are the preliminary steps required for creating automation. You may head to the tutorials for each step simply by clicking on the step titles below. * [Adding a new automation](/features/automation/creating-an-automation/adding-a-new-automation) * [Selecting channels in automation](/features/automation/creating-an-automation/selecting-channels-for-triggering) * [Triggering keywords](/features/automation/creating-an-automation/triggering-keywords) * [Adding actions](/features/automation/creating-an-automation/adding-actions) * [Removing actions](/features/automation/creating-an-automation/removing-actions) * [Saving/publishing an automation](/features/automation/creating-an-automation/saving-publishing-an-automation) # Adding a new automation What is a better way to start your journey of automation by adding a fresh new one to the list? Head to the "Automations" page and see your active automations here. Click on "New Automation" to create a new automation.

Then, you can give your newly created automation a name by inserting it in the spaces provided under "Automation Title".

After naming your automation, you are set and ready for the next step, [Selecting channels in automation](/features/automation/creating-an-automation/selecting-channels-for-triggering). # Selecting channels for triggering It is totally up to you to choose which channel the automation will take place in. Tap on "Select Channels" and choose your desired channel for your automation to run on. You may choose one or more channels by selecting the tick boxes.

After selecting your channel, you may move on to step 3, [Triggering keywords](/features/automation/creating-an-automation/triggering-keywords). # Triggering keywords Having keywords triggered is the core of the Automation feature, and it is what makes automation possible. How would you like your automation started? Incoming messages must include the keywords you have inserted in the spaces for the automation to run. You may choose to have your keywords or your keywords contained exactly in incoming messages.

Option	Indication
Contains	The message contains the keyword.
Contains exactly	The message is just the keyword.

You may insert the keywords in the spaces provided and press "Enter" to add the keyword to the list.

Once your keywords are figured out, you may hop onto [Adding actions](/features/automation/creating-an-automation/adding-actions). # Adding actions Adding actions refers to giving your automation its functions. You may choose what your automation is about by clicking on "Add Action" and choosing the options below.

You may also add one or more actions for one automation. Select "Add Action" under the first action to create a second action. Repeat the same steps for more actions onwards.

Below are all the articles related to the actions provided in the Automation feature.


	Sending messages through automation
	Assigning/unassigning team members through automation
	Updating conversations' status in automation
	Adding/removing tags through automation

# Sending messages through automation Automation may include sending messages. Here you will learn how to add texts, emojis and attachments to your automation.

You may insert your message in the space provided. Adding variables allows you to confirm information with clients or businesses or deliver your message in a more friendly manner. To add emojis, click on the emoji icon on the bottom left. Click on the other icon to add attachments and select the files or images needed.

You may also remove the attachment by clicking on the "x" icon to make sure the correct attachment is attached.

You may also add wait time to delay the time of the automation. Select the delay time and click on "Confirm" to confirm the delay.

# Assigning/unassigning team members through automation Ever feel inconvient to assign and unassign team members repeatedly? Why not let automation do it for you! To assign a member automatically, select "Assign To" as your action of choice.

All the team members will then appear for you to choose from. You may automate the assignation of a certain team member to a specific conversation by selecting their name from the list.

To unassign a team member, choose "Unassign From" as your action. Repeat the above steps by selecting the team member you wish the automation would help you unassign.

# Updating conversations' status in automation Want ChatMonster to help update your conversations' status automatically? Look no further! To update the status automatically, select "Update Status" as your action of choice.

You may choose the status from the list to let ChatMonster understand what you would like the automation to update the statuses of conversations to.

# Adding/removing tags through automation Adding or removing tags through automation opens up a lot of opportunites for collaboration between the automation and campaign feature. For adding tags, select "Add Tag" as your choice.

Select the tags you wish the automation to help you insert to contacts. You may select more than one tag from the list.

To remove tags, choose "Remove Tag" as your action. Repeat the above steps by unchecking the boxes to allow the automation to remove specific tags for you.

# Removing actions Removing actions refers to disabling functions for your automation. You may click on the "x" icon highlighted to remove a certain action. That way, your automation will not demonstrate the action you added before.

# Saving/publishing an automation Ta-da! You have now completed creating your very own automation. Now it's time for you to save or publish your automation. You may save your automation as a draft in the top left-hand corner by clicking on the left option. You may amend draft automation by referring to[ Editing an automation](/features/automation/editing-an-automation). You may also publish your automation right away by selecting the right option.

# Editing an automation ChatMonster allows you to edit your automation when you have changed your mind. {% hint style="info" %} Only saving your automation as a draft allows the editing of the automation. {% endhint %} Select the 3 dots next to the automation you wish to edit from the list of automation.

Select "Edit" to begin the editing process. You will be directed back to the editing page of your automation. Remember to save or publish your automation once you have made up your mind ad completed editing!

# Deleting an automation Don't need an automation anymore? Feel free to delete an automation anytime! Select the 3 dots next to the automation you wish to delete from the list of automation.

Select "Delete" to delete the automation. Click on "Delete" again to double-confirm your deletion of your automation.

# Automation status Automation status provides you with information relating to the condition of your automation. You may refer to the status of specific automations from the list of automations.

There are 2 available statuses for the automation feature. | Status | Indication | | -------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Draft | The automation is not live, and the user is required to publish it before it goes live. You may refer to [Saving/publishing an automation](/features/automation/creating-an-automation/saving-publishing-an-automation) to publish your automation. | | Live | The automation is live and running. | # Automation info and analytics Automation analytics provides you with information on how your automation is doing. It is important to relate audience engagement to changes in automation. You may refer to the info or analytics of specific automations from the list of automations.

The followings are the info and analytics and their respective meanings for your automation.

Info / Analytic	Indication
Title	The automation title that the user created to identify the automation easily. You may refer to Adding a new automation.
Status	The automation status shows whether the automation is running or not. You may refer to Automation status.
Channels	The channel(s) where the automation will be triggered. You may refer to Selecting channels in automation.
Keywords Trigger	The keyword(s) that will trigger the automation. You may refer to Triggering keywords.
Last 7 Days Activities	The total number of times the automation was triggered in the past 7 days. You may understand the amount of audience engaged throughout the week.
Last 28 Days Activities	The total number of times the automation was triggered in the past 28 days. You may understand the amount of audience engaged throughout the month.
Last Updates	The date and time that the automation was last updated.

# Connecting new channels Welcome to Channels! To kickstart your journey with ChatMonster, you will have to connect channels to your ChatMonster account. {% hint style="info" %} Each social media account connected to ChatMonster is called a "Channel". {% endhint %} ChatMonster currently supports 3 different social media platforms. If you have trouble connecting to the following channels, you may click on the following links for an in-depth tutorial on connecting your social medias.


	WhatsApp		/pages/9zesPw04jZ9yjguF1h8g
	Instagram		/pages/8uBtMtURTImVXU3qVMhH
	Facebook Page		/pages/OkGqKCXPzGyEKoyGlC4T

# WhatsApp ChatMonster provides multiple channels to suit you and your business need. The following is how you may connect your WhatsApp Personal or Business account to your ChatMonster account. To connect to WhatsApp, you may go to “Getting Started” and click on “Link WhatsApp account”.

Here are some essential tips to help you with your business / personal use when your WhatsApp account is linked with ChatMonster.

Here you may connect your WhatsApp by scanning the QR code. Open WhatsApp on your device and select (Settings -> Linked Devices -> Link a Device).

A success message will pop up after successfully connecting your WhatsApp account to ChatMonster. Your WhatsApp number will also show up under "Your Channels". You may now be able to read and reply to messages in ChatMonster through "Inbox" and review your contacts in "Contacts".

# Instagram ChatMonster provides multiple channels to suit you and your business need. The following is how you may connect your Instagram Direct Message to your ChatMonster account. To connect to Instagram, you may go to “Getting Started” and click on “Link Instagram account”.

Make sure you have switched your Instagram account to professional / business mode. If you have not done so, please refer to[Switching Instagram to Professional / Business Mode](/channels/connecting-new-channels/instagram/switching-instagram-to-professional-business-mode)in the Help Center. Furthermore, ensure you have linked your Instagram account to your Facebook / Meta account. If you have not done so, please refer to [Connecting Instagram to Facebook / Meta account](/channels/connecting-new-channels/instagram/connecting-instagram-to-facebook-meta-account) in the Help Center. If your account matches the two requirements, you can check the two boxes and click "Next".

You should be directed to this page, Click "Confirm" to proceed.

Your connected Instagram business account should be seen under "Your Channels" on the Channel page.

# Switching Instagram to Professional / Business Mode In order to connect your Instagram account to ChatMonster, you have to switch your Instagram account to professional / business mode first. Firstly, go to your profile page, click the ≡ and go to Settings. ![](/files/GGCyqio7NUIWUtMWFTzG) Secondly, click on "Account" and then "Switch to professional account" at the bottom. ![](/files/pyxNYhefxI8xthw5M7Cd) ![](/files/7je5QU1xqjTCvR6ZMYI6) After clicking “Continue”, you can choose the categories relating to your business to help your business find accounts like yours. You may proceed to the next step by clicking "Done". ![](/files/j1iKOwN8jHVEFI17Lp8t) Click on "Business" and "Next" to proceed. ![](/files/CwQm7yTiBFQN8d9SEMt6) You may add your contact information here to connect with customers easier. Click "Next" to complete the procedure. Your Instagram account will now be switched into professional / business mode. ![](/files/pNUmjhI5rXi8uhpxSbgN) # Connecting Instagram to Facebook / Meta account In order to connect your Instagram account to ChatMonster, you have to connect your Instagram account to your Facebook / Meta account. Log into your Facebook / Meta account, head to your Facebook / Meta Business Page, and go to Settings in the bottom right-hand corner.

Go to the bottom right-hand corner of the Page Settings, click on Instagram to open the "Connect to Instagram" page.

Click on "Connect account" to proceed to the next step.

You may allow Facebook / Meta to have access to Instagram messages in your inbox by clicking on "Continue".

{% hint style="success" %} After logging in to your Instagram account and binding it to the business page, you will be redirected back to Facebook / Meta to show a success message. You are ready to connect your Instagram Direct Message to ChatMonster! You may refer to (Channels -> Supported Channels -> Instagram Direct Message) in the Help Center. {% endhint %} ### You might be interested: {% content-ref url="/pages/8uBtMtURTImVXU3qVMhH" %} [Instagram](/channels/connecting-new-channels/instagram) {% endcontent-ref %} # Facebook Page ChatMonster provides multiple channels to suit you and your business need. The following is how you may connect your Facebook Messenger to your ChatMonster account. Firstly, go to "Getting Started" and click on "Link Facebook page." Ensure you have logged onto your Facebook account along with your Business Page and your Facebook Messenger is linked to your account.

You may now click "Connect" to proceed to the next step.

Once you have been directed to Facebook, click on "Continue as (Personal Account Name)" or log into the account with the Business Page to proceed to the following steps.

The box on the right side has to be checked for ChatMonster to understand which page you are trying to connect to. Once you have selected the wanted page, click "Next".

On this page, enable all 4 options for ChatMonster to maximize its function and give ChatMonster permission to manage properties in the platform. Click "Done" to proceed.

A success message will pop up once your Facebook Messenger has been successfully linked to ChatMonster. Click "OK" to proceed.

Select your page in ChatMonster to complete the final steps. Click "Confirm" to proceed.

You can make sure your Facebook Messenger has been connected by referring to "Your Channels" on the Channel page.

# Checking channel status Channel status is an indication of your channels' connection progress. You may refer to the table below for the meaning of various statuses. | Channel Connection Status | Indication | | -------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------- | | Connected | The channel is connected and ready. You can communicate using the channel in ChatMonster. | | Disconnected | The channel is disconnected, and you cannot receive or send any messages. | | Syncing | The channel is connected, but the messages are being synced. Your channel status should change from "syncing" to "connected" shortly after synchronization. | {% hint style="info" %} If your channel is disconnected, you will have to delete the channel and reconnect it. {% endhint %} You may refer to [Connecting new channels](/channels/connecting-new-channels) if you encounter reconnection or want to connect your ChatMonster account to a new channel. # Managing profile information You may amend your profile information in ChatMonster through the following steps. This allows your profile information to be the most up-to-date. You may log into your ChatMonster account and go to "Profile" by clicking on your icon in the top right-hand corner to reach "Settings".

You may amend your profile information in the "Account Settings". You may click "Upload" to change your profile photo. You may also insert your new name and phone number in the respective boxes for a change. {% hint style="info" %} Remember to click "save" after filling in your updated information. {% endhint %}

# Password settings You may refer to the pages below regarding the reset of password for your ChatMonster account.


	Changing your password
	Forgetting your password

# Changing your password If you want to change the password for your ChatMonster account, the tutorial below may come in handy. You may first log into your ChatMonster account and go to "Profile" by clicking on your icon in the top right-hand corner to reach "Settings".

Head to "Account Settings", you may change your password by clicking on "Change your password" under "Security".

A notification will pop up in the bottom right-hand corner, and you may proceed to check your mailbox with the email which you have registered ChatMonster with. There will be instructions regarding the reset of password on the email.

Search for the email titled "Reset your password for ChatMonster". If you have trouble looking for the email, you may check your "Spam" mailbox. You may click on "Reset Password" on the email to proceed. If you did not request a change of password but come across this email, please contact our support team.

You will be redirected back to ChatMonster and you may insert your new password with at least 8 characters. Click on "Reset password" to complete the steps.

A success message will be displayed on the bottom right-hand corner. Your ChatMonster account will then be set to a new password.

# Forgetting your password If you have forgot your password, you may refer to the tutorial below to get access to your ChatMonster account again. You may first head to the Login page of ChatMonster and click on "Forget Password" to proceed to the next step.

You are required to fill in your email which you have registered ChatMonster with. After a valid email is inserted, click "Send" to allow ChatMonster to reach you via email.

You will be redirected back to ChatMonster and you may insert your new password with at least 8 characters. Click on "Reset password" to complete the steps.

A success message will be displayed on the bottom right-hand corner. Your ChatMonster account will then be set to a new password. You may now insert your email and your new password to gain access to your ChatMonster account.

# Language settings ChatMonster currently supports 3 languages: English, Chinese (Traditional), and Chinese (Simplified). You may switch languages for ChatMonster with good accordance with your personal needs. You may choose you desired language for your ChatMonster account by clicking on the box on the top right-hand corner highlighted below.

# Managing team information You may amend your team information in ChatMonster through the following steps. This allows your team information to be the most up-to-date. You may log into your ChatMonster account and go to "Profile" by clicking on your icon in the top right-hand corner to reach "Settings".

You may manage your team information under "Team Settings". You may click "Upload team logo" to upload or change your team logo under "Team Detail". You may also insert your new team name and company website in the respective boxes. {% hint style="info" %} Remember to click "save" after filling in the updated information. {% endhint %}

# Adding / removing team members A successful business is inextricably linked with members with expertise. You may learn how to add or remove team members in ChatMonster here. {% hint style="info" %} Only the Owner or Admin role can add or remove team members. {% endhint %} You may log into your ChatMonster account and go to "Profile" by clicking on your icon in the top right-hand corner to reach "Settings".

Under "Team Settings" click "Add team member" to add another member.

A pop-up will then appear for you to fill in your member's work email and what role you would like your member to be designated. Click "Invite" and a message in the bottom right-hand corner will be shown for the successful invitation.

Your invited member's box will have an "Invited" status.

The invited member shall receive an email titled "You have been invited to join (Team name) on ChatMonster". By clicking on "Join Now", the invited member will be able to join your team in ChatMonster. {% hint style="danger" %} **If you are hoping to join a team**, use the link that was emailed to you from the team owner. Do not create a new account from the registration page. One account can only belong to one team. {% endhint %}

Upon successful joining, the new member will be displayed under your account. Welcome your new member! You may repeat the steps above if you wish to add more members.

If you wish to remove a member, you may click on the red icon next to the member you wish to remove.

A confirmation pop-up will appear. Click "Remove" if you wish to remove the member of your choice. After clicking, a success message will pop up in the bottom right-hand corner.

# Member roles You may give members specific roles to designate their positions and permissions. ChatMonster currently provides 3 roles including Owner, Agent and Admin. Within a team, different roles can be assigned to different members. Roles define their permissions and access rights. ### Quick Glance

	Owner	Agent	Admin
Inbox	true	true	true
Automation	true	true	true
Campaign	true	true	true
Contact management	true	true	true
Channel management	true	true	true
Team management	true	false	true
Plan & billing	true	false	false

### Role overview #### Owner **The account used to create the team is automatically assigned the Owner role**. Ownership is non-transferable to other members. For more information, please contact our Support Team. This role has full access to the team, including profile, billing, and member management. #### Admin The Admin role has full access as the Owner, except for billing settings. This role can be assigned to members responsible for managing chat channels within the organization. #### Agent The Agent role only has primary access, including Inbox, Contacts, and Channels. The difference between Admin and Agent is that the latter cannot manage team members. {% hint style="info" %} To learn how to change roles, head to [Editing member roles.](/team-settings/editing-member-roles) {% endhint %} ### A**rticles on this topic** # Editing member roles You may designate members into different roles. If you wish to alter the roles of your members, you may refer to the tutorial below. {% hint style="info" %} Only the Owner or Admin role can edit the roles of team members. {% endhint %} You may log into your ChatMonster account and go to "Profile" by clicking on your icon in the top right-hand corner to reach "Settings".

Under "Team Settings", there should be a list of members of your team. By clicking on the blue icon next to the member you wish to change, you may alter the role of that specific member.

A pop-up will then appear. Simply select a new role for the member and click "Update" to proceed.

Ta-da! Your member will have been given a new role.

# ChatMonster 支援中心 {% hint style="warning" %} 我們正在為支援中心添加更多文章！如有任何問題，歡迎[與我們對話](https://chatmonster.io/zh/contact/)！ {% endhint %} ## 重要功能 {% content-ref url="/pages/1ax4nxJZo25r9XfKgnxJ" %} [創建帳號](/zh/getting-started/creating-an-account) {% endcontent-ref %} {% content-ref url="/pages/cVNWerjnsweFYGMB5veG" %} [連接至通訊軟體](/zh/getting-started/connect-channels) {% endcontent-ref %} {% content-ref url="/pages/51ndqr6qeNntVwV3xZ2O" %} [邀請團隊成員加入](/zh/getting-started/invite-teammates) {% endcontent-ref %} {% content-ref url="/pages/D2tEtO1LrSdfn9SLUyB5" %} [收件箱 - 基本操作](/zh/getting-started/inbox-basics) {% endcontent-ref %} {% content-ref url="/pages/RMUzZpyXmkt1OFLif0wZ" %} [設置關鍵字自動回覆](/zh/getting-started/keyword-automations) {% endcontent-ref %} {% content-ref url="/pages/syqFOmhas2v0O6FZP5Rw" %} [匯入聯絡人](/zh/getting-started/import-contacts) {% endcontent-ref %} {% content-ref url="/pages/dm5eScs8yPqBAGNxvsn4" %} [一鐽群發訊息](/zh/getting-started/campaigns) {% endcontent-ref %} # 創建帳號 {% embed url="" %} # 連接至通訊軟體 {% embed url="" %} # 邀請團隊成員加入 {% embed url="" %} # 收件箱 - 基本操作 {% embed url="" %} # 設置關鍵字自動回覆 {% embed url="" %} # 匯入聯絡人 {% embed url="" %} # 一鐽群發訊息 {% embed url="" %}