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# 15.Custom roles
Custom roles | Item | Details | |—|—| | Who it is for | Administrators | | Menu location | Settings → Custom roles | | Plan dependency | Requires Custom Roles | Layer finer permissions on top of “Agent” — for example outsourced staff may only see unassigned + assigned to me conversations, cannot export contacts, and cannot open Settings. — 1. Creating a role 1. Settings → Custom roles → Add. 2. Name it, for example “Read-only QA” or “Outsourced agent”. 3. Tick permissions (conversation scope, whether they can manage contacts, etc. — follow the form). 4. Save, then assign the role under Settings → Agents. The base role remains Agent or Administrator; custom roles are most useful for agents. Do not give outsiders the Administrator base role and expect a custom role to block Settings — administrator rights are broad. — 2. Design tips – Write down “must not see other teams’ conversations” before ticking boxes, so you do not over-grant. – After permission changes, ask them to sign in again. – QA accounts that only need to read conversations should not get inbox admin, automation or billing. Search, reports and exports all honour the same permissions; changing the entry point does not reveal more data. — 3. Frequently asked questions No Custom roles menu? Plan does not include it. Standard “Agent + inbox membership” still gives basic isolation. Permissions ticked but page still blocked? That page may also need a feature flag (for example audit logs) or be administrator-only. — Related articles – [Getting started] – [Agents]
Docs# 16.Labels
Labels | Item | Details | |—|—| | Who it is for | Administrators maintain; agents apply labels on conversations / contacts | | Menu location | Settings → Labels; Conversations / Contacts sidebars also list labels marked “Show in sidebar” | | Plan dependency | Usually on by default | Labels are coloured keywords for classifying conversations and contacts — used in filters, automation and reports. — 1. Creating a label 1. Settings → Labels → Add. 2. Enter name, colour and description. 3. Optionally tick Show in sidebar for one-click filtering. 4. If automation or macros reference the name, check those rules after renaming. — 2. Usage – Pick labels from the conversation title bar or sidebar; multi-select is allowed. – Contact detail pages can take labels too. – Automation, macros and Captain scenarios can “add / remove label”. Agree a controlled vocabulary, for example refund, bug, VIP, awaiting-finance, so synonyms do not split your reports. — 3. Reports Reports → Labels shows volume by label. Cleaner tagging makes reports more useful. — 4. Frequently asked questions If I delete a label, do conversations remain? Yes — only the label is gone. Label missing from the sidebar? “Show in sidebar” is off, or no conversation uses it yet (you can still open it from Settings). — Related articles – Conversation workspace – [Automation] – [Reports]
Docs# 30.Data import
Data import | Item | Details | |—|—| | Who it is for | Administrators | | Menu location | Settings → Data | | Plan dependency | Requires Data Import | Bulk-load contacts and other business data into Chatips instead of creating rows by hand. Imports are asynchronous; large files take time. Watch progress and failed rows on this page. — 1. Before you import 1. Check Billing that contact quota covers the new rows. 2. Create any needed custom attributes and labels first. 3. Use UTF-8 CSV. Headers must match system fields / attribute keys. 4. Normalise email and phone formats (include country codes) to reduce duplicates. 5. Trial-import 5–10 rows and confirm mapping before the full file. Duplicate emails / phones conflict with existing contacts; follow the job prompts to skip or update (depends on import type). — 2. Steps 1. Settings → Data → New import. 2. Choose type (contacts; if conversations or other types exist, prepare columns per the help text). 3. Upload the file and finish field mapping. 4. Submit and wait until status is complete. 5. Read the failure summary: fix the CSV and re-import only failed rows to avoid duplicating the whole sheet. Do not rename attribute keys while an import is running. — 3. Export Contact-list export complements import for backup or other systems. Exports are workspace confidential — transfer them over a secure channel. — 4. Frequently asked questions Stuck in queue? File is large or workers are busy; refresh later. If it never moves, contact Chatips with the job ID. Some rows failed? Empty required fields, invalid email, or quota ran out mid-job. Open the error report. Duplicate contacts after import? Same person used different emails. Merge them. — Related articles – Contacts – Custom attributes – Billing and usage
Docs# 17.Custom attributes
Custom attributes | Item | Details | |—|—| | Who it is for | Administrators define; agents fill in | | Menu location | Settings → Custom attributes | | Plan dependency | Usually on by default | Add your own fields on contacts or conversations — membership tier, shop ID, ticket source — when standard fields (name, email) are not enough. — 1. Creating an attribute 1. Settings → Custom attributes → Add. 2. Choose Contact or Conversation. 3. Choose type: text, number, link, list, date, and so on (per form). 4. Enter a system key and a display name. Do not casually change the key later — automation may reference it. 5. For list types, define options up front so free typing does not break reporting. 2. Where to fill them in – Contacts: detail page or conversation right panel “Contact attributes”. – Conversations: right panel conversation details / conversation attributes. – If Conversation workflows require attributes, they must be filled before resolve. Automation can branch on these fields, for example “membership tier = VIP → assign senior agent”. — 3. Recommendations – Prefer labels for simple yes/no flags; keep attributes for structured data. – Do not store passwords or full national ID numbers in custom attributes. – When importing contacts, headers must match attribute keys — see Data import. — 4. Frequently asked questions Agent cannot see a field? Attribute is on Conversation but they looked on the contact page, or the reverse. Automation never matches? List values differ in case/spacing, or the key is wrong. — Related articles – Contacts – Conversation workflows – Automation
Docs# 19.Macros
Macros | Item | Details | |—|—| | Who it is for | Administrators configure global macros; agents can create personal macros and run them | | Menu location | Settings → Macros; also runnable from the conversation right panel | | Plan dependency | Count uses macros | A macro is a set of actions an agent triggers manually — for example: label refund + assign finance team + send an explanation + mark Pending. — 1. Create 1. Settings → Macros → Add. 2. Name it with a verb, for example “Start refund flow”. 3. Visibility: Personal or Global (everyone). 4. Add actions in order (similar to automation: labels, assign, message, status, etc.). 5. Save. When quota is full you cannot create more. Delete unused personal macros. — 2. Run In the conversation right panel Macros, click run. Actions apply immediately to this conversation. Check the thread first so you do not run a VIP-complaint macro on a routine enquiry. There is no “run automatically on conditions” — that is Automation. — 3. Versus canned responses | | Macro | Canned response | |—|—|—| | Main effect | Changes the conversation (assign, labels, status) + optional message | Only inserts text | | Trigger | Click the macro | Type /shortcode | They often work together: canned responses cover “what to say”; macros cover “how the ticket flows”. — 4. Frequently asked questions Colleague cannot see my macro? It is personal. Make it global or ask an administrator to copy it. It failed halfway? Later actions may skip due to permissions or channel limits. Check the conversation activity log. — Related articles – Automation – Canned responses and templates – Conversation workspace
Docs# 20.Canned responses and templates
Canned responses and templates | Item | Details | |—|—| | Who it is for | Agents use them; administrators maintain global content | | Menu location | Settings → Canned responses; Settings → Templates (WhatsApp, etc.) | | Plan dependency | Canned response count uses canned_responses | — 1. Canned responses In the composer type / plus a shortcode to insert a common paragraph. 1.1 Create 1. Settings → Canned responses → Add. 2. Shortcode: short alphanumeric word, for example refund-intro — unique within the team. 3. Content: may include variables (contact name placeholders if the UI supports them). 4. After saving, permitted agents can pull it with /. Good for: greetings, asking for screenshots, business hours, refund document lists. Flows that change status or assignment should use Macros. 1.2 Use In the conversation editor type /, search shortcode or title, select, edit if needed, then send. — 2. Content templates (WhatsApp, etc.) Settings → Templates covers channel messages that need pre-approval — mainly WhatsApp. 1. Submit the template in Meta and wait until Approved. 2. Sync / select it in Chatips. 3. When the conversation is outside the 24-hour window, send the template and fill variables. 4. Campaign broadcasts must also use approved templates. See Campaigns. Rejected, disabled or wrong variable counts cause send failures. Changing copy requires Meta approval again — you cannot only edit wording inside Chatips. If other channel “content templates” appear in the same menu, fill media / quick-reply buttons per the on-screen help. — 3. Frequently asked questions / shows no list? No canned responses exist, or focus is not in the conversation composer. Shortcode clash? Use a group prefix, for example cn-greeting, en-greeting. Template is green in Meta but missing in Chatips? Click sync; confirm the same WABA / same inbox number. — Related articles – Conversation workspace – Channels and inboxes – Macros