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  1. TelaviOneChatAI fetches the country and city of a visitor from their IP address.
  2. Mobile numbers and metadata are fetched from components in your chat flow — for example, Name, Email, and Phone Number components.
A visit describes a visitor that engages in a conversation with your chatbot.
Yes, you can export data in CSV format from the Export button in the Leads tab under Inbox.
  1. Navigate to the Inbox tab and click on Leads.
  2. Click the Export button on the top right of the page.
TelaviOneChatAI offers an integration with Twilio to call your leads directly from the Inbox on your desktop. You must integrate Twilio with TelaviOneChatAI to set up this calling feature.
You can integrate Twilio from the Integrate Twilio option in the Inbox tab.
  1. In the Inbox tab, click on Integrate Twilio.
  2. To complete the integration, you will need:
    • Account SID
    • Phone Number
    • TwiML App SID
    • API Key & API Secret
    • App URL (POST)
  3. All of these credentials can be found on your Twilio Dashboard.
  4. To obtain your API Key and SID on Twilio:
    1. Click on the Account link in the top-right navigation.
    2. In the submenu, click on API Keys & Tokens.
    3. Scroll to the bottom and click Request a Secondary Token.
    4. Your SID is also available at the bottom of this page.
If you need further assistance, contact us at mailto:support@telavi.com.ph.
Navigate to the Inbox tab. Customer profiles are listed under the Leads or Contacts tab. Click on any customer to open a side panel on the right with all their details, including options to add tags and notes.
Yes, you can assign tags to customers based on your preference.
  1. Navigate to the Inbox tab.
  2. Click on any customer in the Leads or Messages tab.
  3. The customer profile will open on the right side of your screen.
  4. Add tags from this section. You can later filter customers by tags and send targeted messages.
  1. Navigate to Settings under more options.
  2. Click on Tags — you will be redirected to the Manage Tags page.
  3. You will see a table of all existing tags. Click “Create Tag” on the top right.
  4. Enter a tag name and click “Create Tag”.
The tag is now available to assign to customers.
Notes allow you to record important details about a specific customer — for example, an alternate number or a preferred call time.
  1. Navigate to the Inbox tab.
  2. Click on any customer in the Leads or Messages tab.
  3. The customer profile will open on the right side of your screen.
  4. Type your note in the Notes input box and press Enter.
  5. Watch for the confirmation message to ensure your note is saved.
Quick replies are saved template responses you can use during live chat. Type / in the chat window to fetch your list of quick replies and select the one you want to use.To add quick replies:
  1. Navigate to the Inbox tab.
  2. Click on any customer in the Leads or Messages tab.
  3. The customer profile panel will open on the right side of your screen where you can manage quick replies.
  1. The visitor must initiate a live chat by clicking the three-dot menu beside the X icon.
  2. Once an agent accepts the request, open the menu again and select Transfer to WhatsApp.
  3. Ensure your agent has the same contact number as your WhatsApp Business account.
Chat history transferred to WhatsApp will not be stored within WhatsApp.
To assign a chat to another agent:
  1. Navigate to Inbox from the side navigation panel and go to the Live Chat tab.
  2. In the messaging area, click the three dots next to the emoji icon to transfer the chat to another team member.
Any visitor interacting with your WhatsApp, Facebook, or Telegram bot and submitting details such as name, email, or phone number is considered a contact. You can also manually import or add new contacts from the Contacts tab under Inbox.
You can download a sample sheet from the Sample Sheet option next to the Import Contacts button.
  1. Navigate to the Contacts tab under Inbox from the side navigation panel.
  2. Click the Filter option to select a specific bot or all bots.
  3. Click Import Contacts to upload your CSV file.
  1. Navigate to the Contacts tab under Inbox from the side navigation panel.
  2. Click Add Contact on the top right.
  3. Fill in the details and click Add Contact to save.
Segments are groups of similar audiences based on characteristics like demographics, behaviors, and interests. They are used to target specific groups in broadcast campaigns.
  1. Navigate to the Inbox tab.
  2. Click on Segments.
  3. Click Create Segment and enter a segment name.
  4. Select a platform (Facebook, WhatsApp, etc.) and your bot.
  5. Select a condition type:
    • Attribute — Distinct features of your visitors.
    • Tags — Tags you have created in customer profiles.
While creating a segment, you can filter using two condition types:
  • Attribute — Distinct features of your visitors such as name, location, etc.
  • Tags — Tags you have previously created in customer profiles.
Conditions are the differentiating factors that group a subset of customers from your entire base.