Manage Chat

Manage Chat

SOP: Create, Configure, Publish, and Moderate a Chat Feature in the App

Objective

How to create a chat, configure its settings, publish it as an app icon, and manage user messages from both the admin console and mobile device.

Video Training:

https://loom.com/share/ab5b7d8fe6ff403fad28ca8c525a9372

Key Steps

1. Determine the purpose of the chat 0:00

  • Identify the chat’s intended use before creating it.

  • Common use cases include:

    • Community forum

    • Employee communication

    • Shift updates

    • Club or organization discussions

    • Event announcements

    • Items for sale

  • Decide whether the chat should be open to everyone or limited to a specific audience.

2. Open Manage Chats to create a new chat 0:45

  • Select Manage Chats.

  • Click the option to create a new chat.

3. Configure chat permissions and submission options 1:20

  • Decide whether users can submit:

    • Images

    • Files

      • NOTE: Uncheck either option if you do not want users to upload that content type.

  • Click Submit

4. Add the chat to the app as an icon 2:34

5. Use an existing chat and customize the icon 2:43

  • Click Add Item to add the Chat to the App

  • If the chat already exists in Manage Chats, select Use Existing Chat.

  • Choose the correct chat from the list.

  • Select an icon

  • Customize the icon appearance as needed:

    • Color

    • Icon set

    • Round or square style

6. Restrict visibility by user group or date range 3:15

  • Set the chat icon to appear only for specific user groups if needed.

  • Examples of restricted audiences include:

    • Owners

    • Members

  • If the chat is temporary, set a start and end date.

  • Use date restrictions for time-sensitive chats such as:

    • Seasonal updates

    • Holiday weekend chats

    • Event-specific discussions

  • Confirm the icon will only be visible during the selected time period.

7. Submit and organize the chat icon 4:01

  • Click Submit to publish the icon.

  • Use Enable Sorting to rearrange icons.

  • Drag the new chat icon to the desired position.

  • Click Save Order to finalize the layout.

8. Verify the chat is live and ready for use 4:16

  • Click on the icon from the App to confirm it is set up and ready for Use

9. Use the chat as a User and Send Messages 4:41

  • Open the chat from the user-facing app or web app.

  • Type a message in the chat field.

  • Click Send to post the message.

  • Confirm the message appears in the conversation thread.

10. Reply to messages and media uploads 5:04

  • Reply to messages to confirm two-way communication works.

  • If image uploads are enabled, attach a picture from a mobile device.

  • Wait for the file to load, then click Send.

  • Verify the image appears in the chat thread after posting.

11. Manage notifications for chat activity 5:44

  • Understand that chat notifications default to off.

  • Click the bell icon in the chat interface to enable notifications.

  • Turn notifications on for users who want real-time updates.

  • Leave notifications off for users who do not want frequent alerts.

12. Report inappropriate or incorrect messages 6:00

  • Open the message that needs review.

  • Long press message on a phone or Click the three-dot menu on the message (web-app)

  • Select the option to Report the message.

  • Enter the reason for the report.

  • Click Submit Report to send it to administrators.

13. ADMINISTRATORS: Delete messages from a mobile device  6:29

  • On mobile, press and hold the message. On web-app, the three-dot menu.

  • Select Delete Message.

  • Message will now appear as "Message Deleted"

14. Review reported messages in the admin console 7:00

  • Go to Manage Chats in the admin console.

  • Open the relevant chat, such as the demo chat.

  • Select Reported Messages to view flagged content.

  • Review the report details, including:

    • Reason for report

    • Who reported it

    • Date and time of the report

15. Delete reported messages as an administrator 7:12

  • Review the reported message and determine whether it should be removed.

  • If the message violates policy or is inaccurate, click Delete.

  • Confirm the message is removed from the chat.

  • Continue monitoring the chat and delete any additional content that needs to be removed.

Cautionary Notes

  • All Users will be forced to Log In to participate in the Chat

Tips for Efficiency

  • Create chats in Manage Chats first, then add them as icons when ready to publish.

  • Title or Give Reference to the Chat tool so Users are clear on how it is to be used.