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Chat system

Introduction​

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

Access 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 shown.
  3. Click a conversation to open it and reply.

Start a conversation​

If you do not yet have an open conversation:

  1. Open the "Chat" section.
  2. A conversation is created automatically, or you are prompted to write your first message.
  3. Write your message.
  4. Press "Send" or Enter.

Send a message​

  1. Open the conversation.
  2. Click in the input field at the bottom of the window.
  3. Write 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 read 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 get a sound notification

For administrators: manage chats​

See all active chats​

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

Reply to a user​

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

Prioritize requests​

Conversations are ordered by last message time. Prioritize:

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

Chat best practices​

For users​

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

For administrators​

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

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

Previous: Chapter 5 — Administrator area Next: Module 2 — Notifications and alerts