Use the VirtualText control portal

Control Panel

1. Account - Edit your companywide settings, and manage your billing

2. People - Manage your Users and Teams

3. Channels - Create and edit Inboxes, Phone Numbers, and your Chat Pages

4. AI - Edit and create AI Agents and the playbooks your AI agents refer to and your team’s references

5. Integrations - Edit integrations such as billing items and voice providers

Account

Account Settings

Click on ‘Account’ to view your company’s account settings. Click Edit on the top right hand side to change this information.

1. Account Identifiers - These are simply your account IDs and identifiers that may need to be used should you want to pursue automations and integrations

2. This is company information of yours. All of this is imported on signup with our platform.

Billing

Review your current plan and entitlements

• Manage Billing - click here to view your billing portal, and changing billing information such as your card for payments

• Compare Plans - Review your current plan and upgrade or downgrade to a different plan

  

People

Users

1. Add a New User

2. Review your user and admin counts

3. Your list of users - You can click a user to edit it; More information on the edit options below

Add A User

Add a new user by inputting their First Name, Last Name, Email Address, and Mobile Number (optional). You can also choose to keep them as a User or change to an Admin. Click ‘Add User’ on the bottom when done

Edit Users - Assign to teams and other options

Click on the name of a user to review their current teams, activity, and assigned conversations. Click on the Edit button on the top right hand side to edit the user’s number, name, and email address. Click on Add to Team to add this team member to a new team.

Teams

1. Begin creating a new team here

2. Click on a given team to edit it; More information on edit options below

Create a New Team

Fill out information as presented. One item to note is that if an AI assistant is assigned to this team, it will reference the scheduling link you list here when needed.

Editing a Team - Adding Members, Assigning Inboxes

Click on the name of a team to review the full context - including team members, inboxes, and details (Welcome Message, etc).

• Add a Member - Type in your agent’s name in the search bar to add your new member

  

• Edit - Click on the top right button to edit the group

  

• Team Name: Name of the group

• Team Role: Determines which Playbook will provide knowledge to this Team’s AI Agent

• Web Chat Welcome Message: First message shown to visitors when they start a Web Chat

• Peek Message: A speech bubble that shows where your web chat will appear

• Peek Message Delay: How long the chat bubble will show before showing the peek message

• Scheduling Link: Link your AI Agent will offer to visitors to book a meeting with a team member

• Contact Verification: Choose the checkbox first to enable this. This will force visitors to verify their contact information on a new web chat - Verification Timeout: Set in hours, how long the visitors are able to verify themselves before the code no longer works - Max Verification Attempts: How many times a visitor can request verification codes

• SMS Settings: - Include sender name in outbound SMS messages: Will end each message from a team member with their name

• AI Observer: - Automatically analyze archived conversations for sales opportunities, retention risks, and quality issues: AI will review your conversations and flag any possible issues in the Observations channel if needed. To review Observations check out our documentation here

Channels

Inboxes

1. Here, you can create a new inbox

2. Your list of inboxes. You can click on an inbox to edit it, or click on the Deactivate button to fully close the inbox down.

Adding a New Inbox

1. Select your channel type - Webchat or SMSPlease note that selecting webchat will give you two additional options - Brand Color (Which is automatically pulled from your Account Settings level, but can be changed) and Welcome Message.

2. Name your Inbox

3. Select the default team to assign to this inbox

4. You have two options for Routing ModeDirect - Conversations are automatically assigned to this teamShared - AI Assigns to this team when applicable

Web Chat (Features and Editing)

Edit items like your Team Access and Websites for your Web Chat

Statistics

Review the basic statistics for this Inbox including total and active conversations

Team Access

Review which teams are able to access this specific Web Chat including starting a conversation. Click on Add Team on the top right hand side to add a new team.

Websites

Through the Web Chat feature you are able to add a pop-up widget on your website to allow for chat communication. - Click on Add Site to add another website - Click on the </> icon to review the string of HTML needed to add to your website’s code - Click on the Eye Icon to view your website

Recent Conversations

Recent conversations will show a peak of the most recent conversations - you are not able to click on these.

Deactivate Web Chat

Deactivate the Web Chat to stop any new chats from coming in

Editing a Web Chat Inbox

Click on ‘Edit’ on the top right hand side of the page.

• Inbox Name: Name of the Inbox (Used to identify when adding or editing)

• Default Team: When messages arrive in this inbox, they'll be routed to this team by default

• Reply Target: How quickly this inbox should receive a reply. Choose No target for low-priority or outbound-only inboxes.

• Brand Color: Hex Color for your Web Chat widget

• Welcome Message: Initial message visitors will be greeted with

• Routing Settings: Direct: All conversations stay with this team. Shared: AI can route to other teams based on intent.

• Active: Allows for new conversations to come in

SMS & MMS (Features and Editing)

Statistics

Review the basic statistics for this Inbox including total and active conversations

Team Access

Review which teams are able to access this specific Web Chat including starting a conversation. Click on Add Team on the top right hand side to add a new team.

Phone Numbers

What phone number relates to this specific SMS inbox. Add a new phone number by clicking the blue ‘Add Phone Number’ button

Recent Conversations

Recent conversations will show a peak of the most recent conversations - you are not able to click on these.

Default Caller ID

Use when inbox has multiple voice numbers or no voice numbers. Click the drop down to choose a different number

Deactivate SMS Chat

Deactivate the Web Chat to stop any new chats from coming in

1. Review the basic statistics for this Inbox

2. Add Teams to this Inbox

3. Assign Phone Numbers to this Inbox

4. Deactivate the Inbox

Editing a SMS/MMS Inbox

• Inbox Name: Name used to identify inbox

• Default Team (for inbound routing): When messages arrive in this inbox, they'll be routed to this team by default

• Reply Target: How quickly this inbox should receive a reply. Choose No target for low-priority or outbound-only inboxes.

• Group Text: Enable to let agents message up to 10 contacts

• Routing Settings: Direct: All conversations stay with this team. Shared: AI can route to other teams based on intent.

• Active: Able to receive new messages

Phone Numbers

Review which numbers you have on your account and where they are currently assigned. Clicking on one of these numbers will bring you to the inbox for this number.

Chat Pages

Chat pages are used to create a personalized landing page with your embedded webchat.

• WebChat Inbox: This determines the team, AI agent, and widget for the chat page. Choose from one of your existing inboxes to do so

• SMS Inbox (Optional): Enables a "Text Us" section with QR code on the chat page.

• Website URL: Your website to embed the chat page to. AI will analyze this website to discover company info, branding, and generate page content. Leave blank to fill in manually.

• Expiration: How long the chat page will be accessible

• Product Playbook: Every chat page is a product conversion funnel. AI will incorporate product details, CTAs, and benefits.

• Target Prospect (Optional): Personalize the page for a specific company. AI will tailor pain points and benefits to their industry.

• AI Hands Off To (Optional): AI answers every chat first. When it's ready to hand off, assign to this person — or leave blank for round-robin.

• Generate Chat Page when ready to create

Integrations

Voice Provider

Connect browser calling to your phone system with Voice Provider.

Phone System

Review your current settings or update the username, provider, account name and voice domain. Click on ‘Test VirtualPBX’ to double check your connection, or disable the system completely

Default Caller ID

Change your company’s outbound caller ID when agents call out

Synced Phone Numbers

Review your synced numbers and import new numbers.

Stripe Integration

Once added you can search your product catalog from VirtualText, generate payment links, and import products as playbooks. Get your API key from the Stripe dashboard and paste to the bar to connect.