Frequently Asked Questions

Botsplash is a software as a service (SaaS). Basically, it acts as a container for all of the communication channels your customers have with your business. Whether they text, webchat, Facebook Messenger, etc., Botsplash brings it all in one place for your agents to respond to in an efficient way. By being where your customers are, you can increase your leads and sales.

We customize our pricing for each client's business needs to make sure you are only paying for what you're using. You can visit our pricing page to learn more about our general structures or contact us for a demo and a quote.

If you are interested in getting a more in-depth look at the platform, contact us to schedule a demo!

The alerts will disappear if someone else accepts the chat. If you heard the alert but didn't see the chat, it means that one of your teammates responded first.

Click on the “bell” icon and set volume levels.
NOTE: These settings are specific to the browser, so if you log in from a different system or clear cache/cookies on the browser, you will need to re-adjust.

If a visitor sends “stop” or “STOP” the system recognizes it as an unsubscribe and automatically marks “do-not-text.” However, if the customer indicates that they do not want to receive texts, you may unsubscribe the visitor from future text messages.
Contact section > Update > Unsubscribe > Update

Yes. After you archive a conversation, if the visitor sends a message (text or webchat) then the chat conversation is reset to active (unarchived).

"Updated At" is the sort order for display, and it indicates the last conversation or change timestamp for a chat. "Created At" is the time the visitor (lead) was created as a conversation in Botsplash.

The system is configured for escalation timeout. So if an agent is not logged into Botsplash or is logged in but may have stepped away and does not respond to an incoming visitor message, then the agent receives an SMS or email notification as set up in profile preferences. When an escalation notification is sent, the system records the event. If the Agent is logged out, then the escalations are immediate. If the agent is logged in and does not respond, then the escalations are sent after a few minutes.

The system is configured for responding with automated messages. “Bot” indicates that the system's automated response was triggered. When an agent responds, the Agent Name is displayed. “Visitor” indicates messages from the Visitor/Lead.

If any messages (in specific text messages) fail to be delivered to the visitor due to carrier violation or other cellular issues, those will be marked “orange.” Certain violations can be reset from the dashboard so you can attempt to re-send a new message.