9bx Connect
9bx Connect
Everything you need to talk with customers in 9bx: live chat on your website and chat apps, and SMS, WhatsApp, email and Telegram messages, from the daily screens agents use to the setup pages your administrator uses once.
The full menu in the current layout is in the Menu map.
Contents
- How the area is organised
- Daily use: the 9bx Connect menu
- Setup: Chat setup
- Setup: Messaging setup
- What the customer sees
- Suggested reading order
How the area is organised
| Where | Purpose | Typical user |
|---|---|---|
| 9bx Connect | Answering chats, watching queues, sending and reviewing messages. | Agents, supervisors |
| Chat & Messaging → Chat settings | Building live chat: widgets, teams, chatbot, knowledge base, channels. | Administrators |
| Chat & Messaging → Chat settings → Messaging | Connecting SMS, email, WhatsApp and Telegram providers and rules. | Administrators |
You only see pages your role may use, and some need your plan to include them. Several channels need accounts you must create first (SMS gateway keys, a WhatsApp Business number, a Telegram bot, a Facebook page). Each page says so.
Daily use: the 9bx Connect menu
| Page | What it is for | Guide |
|---|---|---|
| Chat inbox | Answer every chat, email, web form message and missed call in one place | Chat inbox |
| Team chat | Messages and calls with your colleagues | Team chat |
| Live chat board | Queues, agents and visitors right now | Live chat board |
| Messages → Message log | Every SMS, WhatsApp, email and push, with delivery | Message log |
| Messages → Broadcasts | One message to many people, with approval | Broadcasts |
| Messages → Usage | Monthly volume and delivery rate | Usage |
| Message button on records | Start a chat or message from a client, lead, contact or ticket | Start a chat or message from a record |
Setup: Chat setup
| Page | Guide |
|---|---|
| Chat analytics | Chat analytics |
| Widgets (including Install) | Widgets |
| Teams and agents | Teams and agents |
| Chatbot | Chatbot |
| Knowledge base | Knowledge base |
| Channels | Channels |
| Chat settings | Chat settings |
Setup: Messaging setup
| Page | Guide |
|---|---|
| Providers, Sender IDs, Routing | Providers, sender IDs and routing |
| Events & templates, Quick templates | Events & templates and Quick templates |
| WhatsApp, Telegram, Opt-out & DNC | Opt-outs, WhatsApp and Telegram |
| Automation | Messaging automation |
| Settings | Messaging settings |
What the customer sees
The customer-side widget shows the chat box from the visitor's point of view.
Suggested reading order
- Administrators, live chat: Teams and agents, Widgets, Chat settings, then Chatbot and Knowledge base.
- Administrators, messaging: Providers, Events & templates, Opt-outs, Settings.
- Agents: Chat inbox, Customer-side widget, Message log.
- Supervisors: Live chat board, Chat analytics, Broadcasts.