2-Way Chat Overview

The Chats feature in RedFlag allows organizations to engage in real-time, two-way conversations with recipients via text message and email. This feature is available only for locations with an active Chat plan and provides a seamless way to manage direct communication with recipients.

Key Features and Capabilities

Initiating Chats

• From the Chats Module: Chats can be started directly within the Chats module, allowing users to send new messages and manage ongoing conversations.
• From a Chat-enabled Broadcast Message: If a broadcast message includes the Chat feature, recipients can respond directly, converting the message into an active conversation.
• Recipient-Initiated Chats: Recipients can start a conversation by sending an inbound text or email or by replying to a message from a previous chat or broadcast.

Managing Conversations

All inbound and outbound messages are visible within the Chats section, where users can:

• View active and historical conversations.
• Filter chats by status (e.g., Active, Closed).
• Search for chats by recipient name, email, or phone number.
• Assign conversations to specific team members for follow-up.

Chat Forwarding

Chat forwarding allows selected recipients (e.g., administrators or managers) to receive notifications of inbound messages based on configured schedules. This ensures that messages are routed to the right team members during specific times, such as after-hours or during emergencies.

Auto-Response Messages

Organizations can enable automated responses for inbound messages to:

• Acknowledge receipt of a message.
• Provide expected response times.
• Share critical information before a team member joins the conversation.

Chat Credits Usage

Each message type—outbound, inbound, and forwarded—counts toward the Chat credit balance. Users should monitor credit usage within the platform to avoid exceeding their plan limits.

Use Cases

• Emergency Situations: Real-time communication with recipients for urgent updates.
• Customer or Employee Support: Providing immediate responses to inquiries.
• Incident Management: Gathering reports and following up on critical incidents.
• Community Engagement: Allowing direct interaction with community members for updates or feedback.