The Client Chat (Beta) tab on a work item is a conversation with your client. Everything you send appears in their XBert Capture app, and their messages appear here.
Because the conversation sits on the work item, it stays with the job. Whoever picks the work item up next can see what was said.
This article covers starting a conversation, sending a message, replying to a particular message, and reacting with an emoji.
Before you start
The client has to be connected to their accounting software. XBert Capture isn't available for clients who aren't connected.
XBert Capture has to be switched on for that client, or the Client Chat (Beta) tab won't be there.
Someone at the client needs to be using the app, or nobody will see your message.
👉 Read more here: How To: Turn On XBert Capture for Your Clients
👉 Read more here: How To: Invite Clients and Manage Capture Users
Open the conversation
Open the work item from your work list.
Down the side, click the Client Chat (Beta) tab.
The first time, you'll see No messages yet. Start a conversation with your client. After that, messages are grouped by day, with the newest at the bottom.
💡 Give the conversation a title
At the top it says Enter a Conversation Title. A title helps your client tell one conversation from another.
👉 Read more here: How To: Rename a Client Chat Conversation (Set a Conversation Title)
Send a message
Click into the box at the bottom, where it says Type a message...
Type your message, up to 4,000 characters. To mention someone, type @.
Click Send, or press Ctrl + Enter (Cmd + Enter on a Mac).
The box clears as soon as your message sends, so you can carry straight on. Your message arrives in your client's Chats list in XBert Capture, and they get a notification on their phone.
Your messages sit on the right, with the time you sent them. Once someone has read one, Seen by and their name appears underneath.
Reply to a specific message
In a long conversation it isn't always clear what someone is answering. A reply quotes the original message above yours, so your client can see exactly what you're responding to.
Hover your mouse over the message you want to reply to. A small bar appears above it, with some emoji, a + and a curved arrow.
Click the curved arrow at the end of the bar. Hover over it and you'll see Reply.
The message you're replying to appears just above the message box, with who sent it.
Type your reply and click Send, or press Ctrl + Enter (Cmd + Enter on a Mac).
Your reply appears in the conversation with the original quoted inside it.
Changed your mind? Click the × on the quoted message above the message box. Your next message then sends as a normal message.
React with an emoji
Sometimes your client just needs to know you've seen something. A thumbs up says that without adding another message.
Hover your mouse over the message. The same small bar appears, with six emoji, a + and the reply arrow.
Click an emoji.
The six to hand are 👍 ❤️ 😂 😮 🤩 🙏.
For anything else, click + to open the full picker.
Your emoji appears under the message as a badge with a count. Yours is highlighted, so you can tell it apart from your client's. Reactions appear on your client's side straight away, and theirs appear on yours.
💡 Changing or removing a reaction
To take it back, click the badge under the message. The count drops, and the badge goes once nobody is left on it.
To swap it, take the first one back and add another.
To see who reacted, right-click the badge.
If you can't send, reply or react
What you see | What it means |
You have read-only access to this conversation where the message box should be | You can read the conversation but not write in it. Who can use a client's conversations is set per client, and an admin can change it. 👉 Read more here: How To: Turn On XBert Capture for Your Clients |
No message box at all, and This conversation has been archived | Turn Archive Chat off at the top of the panel. 👉 Read more here: How To: Archive or Unarchive a Client Chat Conversation |
No bar appears when you hover over a message | The reply and emoji bar only appears when you can write in the conversation. Check for either of the two messages above. |
Send is greyed out | The box is empty, the conversation is still loading, or your last message is still on its way. Give it a moment. |
What's next
Need help?
If you have any questions, our support team is here to help!
Reach out via the chat widget on the bottom left of your XBert screen (Help), or email us at support@xbert.io