Universal Chat Instructions

Getting started with Universal is easy - you just add the bot to your Telegram and add the code to your site and Universal takes care of the rest.

However, there are features you should be aware of which help you use Universal more efficiently

Universal Commands

Everything your visitors type appear to you on Telegram, and anything you type is sent back to them. But besides regular chat, you can also send messages to the Bot.

To send commands to a bot, you must use the "/" character. A list of all available commands follows.

Help

Command:
/help
Shortcode:
/?
Description:

Shows a list of all available commands and how to use them. This is the only command you need to memorize!

Example:
/?
Returns:

List of all available commands and how to use them

Get Visitor's Profile

Command:
/profile [username]
Shortcode:
/p [username]
Description:

Show the profile info of the current user - name, email, id and IP as well as a link to see the user's full analytics.

Use it without specifying a user name will return info on the current visitor (the one you are chatting with).

For visitors you have called proactively, they only have Ids - you can call them with their Id.

Example:
/p
/p johndoe
/p 836e137599404179
Returns:

VisitorId: a578c066cafd54e4
Username: John Doe
Email: johndoe@gmail.com
IP: 10.10.10.10
View the analytics profile

Force Call

Command:
/forcecall [username]
Shortcode:
/fc [username]
Description:

This command forces a user to chat mode. Can be used if you accidentially kick a user.

Use it without specifying a user name will return info on the current visitor (the one you were chatting with last).

For visitors you have called proactively, they only have Ids - you can call them with their Id.

Example:
/fc
/fc johndoe
/fc 836e137599404179
Returns:

Prepare: incoming visitor if successful, or
Could not initiate session - probably user has left if not successful

Kick User (Terminate current session)

Command:
/kick [username]
Shortcode:
/k [username]
Description:

This command "kicks" the user off the channel, making it free so other users can call you. The users are notified that the "Operator terminated the session"

Use this command when giving support to a user is completed but the user has not left the chat yet.

If you want to permanently ban a user, use the Blacklist command.

Example:
/k
/k johndoe
/k 836e137599404179
Returns:

Session has been terminated

Blacklist

Command:
/blacklist [username]
Shortcode:
/bl [username]
Description:

Blocks the user's IP and terminates the chat. Use it if a visitor is misusing the system.
Note: this command can also be used to prevent false alarms. If you visit your own website, Universal will raise any triggers you have set, just like any other user. To prevent this, you can block your own IP with this command.

Use it without specifying a user name will return info on the current visitor (the one you were chatting with last).

For visitors you have called proactively, they only have Ids - you can call them with their Id.

Example:
/bl
/bl johndoe
/bl 836e137599404179
Returns:

User IP was blacklisted: 10.10.10.10

Unblacklist

Command:
/unblacklist [username]
Shortcode:
/ubl [username]
Description:

Restores a previously blocked account, by releasing it's IP.

Use it without specifying a user name will return info on the current visitor (the one you were chatting with last).

For visitors you have called proactively, they only have Ids - you can call them with their Id.

Example:
/bl
/bl johndoe
/bl 836e137599404179
Returns:

User IP was released: 10.10.10.10

Offline Mode (Temporary)

Command:
/offline
Shortcode:
/o
Description:

Use this command when you want to indicate that you are offline. When offline, the visitors will receive a notification that you are offline and that they should leave messages for you to reply. Sending /o will take you offline and sending it again will bring you back online

Note: if you are in the offline hours, then calling /o will have no effect and the offline message will remain.

Example:
/o
/offline
Returns:

Success! You are now Online when you get online
Success! You are now Offline when you get offline

Status

Command:
/status
Shortcode:
/s
Description:

This command shows the latest status of your website, specifically:

Your status (online/offline)
Id, username and email of every online user
User's chat status: if they are chatting right now, and if the chat window is open or closed
A link to view the profile of each user

The user that you are currently chatting with is displayed in bold on this list.

Example:
/o
/offline
Returns:

Your online/offline status as well as all online visitors

Typing command

Command:
.
Description:

Sending a single dot (.) simulates an "Operator is typing" message. It is an important feature since it will help keep the customers online for your reply. It's a good practice to always send a "." before starting a sentense

Example:
.
Hi!
.
How can I help?