In the "Chats" section, all conversations from your accounts connected to ChatPlace are collected.
Additionally, if you have set up auto-replies for comments, those dialogues will also appear in messages, as the auto-reply may be sent to the user as a message.
Where it is located: In the menu on the left side of the screen, you will find the "Chats" section. Here, all messages and dialogues are stored — from all connected Instagram and Telegram accounts linked to ChatPlace.
How communication with the user looks in automation:
Note: When you click on a button, a special icon appears:
This way, you will always know when the user has clicked a button or written text.
How to manage visible chats: "Open", "Closed", and "No categorized"
If you want to see all the messages that have come to your accounts, choose the "No category" option.
What the other parameters are for:
Open — all conversations where a live person was involved, for example, in Direct or in chat.
Closed — dialogues where the first communication with the user was with a chatbot or automation. The dialogue has already been completed, and no further action is typically required.
For example, a closed dialogue looks like this:
To resume the dialogue and send a message to the client, click the "Open" button.
If the dialogue has already been completed, and there’s no need to track further messages, you can "Close conversation":
What is the filter for?
Next to the search box, you can click on the filter to select:
A specific channel:
A specific account:
After filtering, only those messages that came from a specific channel/account will be shown. This is useful when you need to review messages related to a specific account with new releases or sales.
You can also add a filter and choose specific tags. Then, only messages marked with that tag will remain in the list.
What and how to send to the user in "Chats"
ChatPlace provides all the necessary parameters for sending and formatting text.
What you can send:
Files (e.g., PDF)
Voice messages (you will need to attach the voice message file)
Emojis (standard set available)
Variables (if you need to display something to the user, e.g., their name)
In Instagram, you can also send reactions and posts:
For Telegram, all standard text formatting tools are available:
Bold
Italic
Strikethrough
Underline
Hyperlink
You can format the messages as you like and according to your brand’s Tone of Voice.
Here, you can also use the AI Assistant to modify the text. For example, you can:
Generate
Paraphrase
Add
Shorten
Change the tone
Correct errors
More about the text editor with AI assistance can be found in the "AI Assistant for Text Work" guide.
How many characters can be sent in one message:
Telegram — up to 1000 characters
Instagram — up to 500 characters
Data and status of users
Each user in the "Chats" section has data and status information. Let’s break it down. Visually, this information appears in blocks on the right side of the screen.
At the top is the client’s card. The information stored here includes:
Account — clickable link to the user’s account
Subscription — Yes/No, whether the user is subscribed to your Instagram account
Followers count — how many followers the user has
Status (chat window) — unsubscribed/subscribed to the chatbot, whether the user is available for automated messages
Assignee — if several operators are working in chats, you can select a specific one to handle this dialogue
Here, you can also click the "Close chat" button with the client.
Possible statuses:
Unsubscribed — the user has blocked the bot, and messages cannot be sent
Subscribed — messages can be sent, and automations can be triggered
The user can also be unsubscribed from the page but still subscribed to the chatbot or automation.
How it will look like:
Below is the "Tags" section. Tags can be added to each user at the right time.
Below is the client data block:
This information appears if the user has submitted it through the "Collect Data" action. It includes the email, phone number, and one text input from the user (e.g., a note about themselves if they entered one).
Everything below will be variables loaded from automations.
For more details on how to "Collect user data", refer to the guide.
Note: In each dialogue, you can view the date when the user unsubscribed from the chatbot or account.
How to search for users
In the "Chats" section, there is a search field for specific users. You need to enter the Username or name to find them. You can search in both Cyrillic and Latin. To find the exact dialogue, don’t forget to set the "Uncategorized" parameter.
