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The chat system

Introduction​

Genkibo’s built-in chat is the main communication channel between users (investors, companies) and the support team. This module explains how to use chat effectively.

Opening chat​

For an investor​

  1. In the menu, click “Chat” or the messaging icon.
  2. Your conversation with support opens.

For a company​

  1. In the menu, click “Chat” or “Support”.
  2. Your conversation thread opens.

For an administrator​

  1. In the admin menu, go to “Chats”.
  2. The list of all user conversations is displayed.
  3. Click a conversation to open it and reply.

Starting a conversation​

If you do not yet have an open conversation:

  1. Go to the “Chat” section.
  2. A conversation is created automatically, or you are prompted to write your first message.
  3. Compose your message.
  4. Press “Send” or the Enter key.

Sending a message​

  1. Open the conversation.
  2. Click in the input field at the bottom of the window.
  3. Compose your message.
  4. Click “Send” or press Enter.

Chat features​

Real-time messages​

Messages are sent and received in real time. You do not need to refresh the page.

Message history​

All your conversations are kept in history. You can scroll up to find older messages.

New message notifications​

When you receive a new message:

  • A notification appears in the navigation bar (icon with a badge)
  • Depending on your settings, you may hear a sound notification

For administrators: managing chats​

View all active chats​

  1. Go to “Chats” in the admin menu.
  2. The list of conversations with users is displayed.
  3. Unanswered conversations are highlighted.

Reply to a user​

  1. Click the conversation.
  2. Read the user’s messages.
  3. Compose your reply.
  4. Send.

Prioritizing requests​

Conversations are shown with the date of the last message. Prioritize:

  • Urgent requests (payment blocks, access issues)
  • The oldest unanswered requests

Best practices for using chat​

For users​

  1. Be specific in your request: describe the problem with details (which page, which error message, etc.)
  2. Include useful information: transaction number, offer name, etc.
  3. Stay courteous: support is doing its best to help you
  4. Be patient: replies may take a few hours depending on volume

For administrators​

  1. Reply quickly: users are waiting for your help
  2. Be clear and precise in your instructions
  3. Use chat for simple cases and impersonation for complex cases
  4. Close resolved conversations to keep the list organized

What if chat does not work?​

If you cannot send a message:

  1. Refresh the page (F5 or Ctrl+R)
  2. Check your internet connection
  3. Try again after a few minutes

Administrator documentation: Impersonation Next: Module 2 — Notifications and alerts