Chat with customers in Ribbn

Overview

Ribbn chat helps your team stay in touch with customers and sellers in one organized place. Each seller has a dedicated message thread, making conversations easier to manage than email.

You can use chat settings to:

• customize the automatic default welcome/support message
• assign the right person or team to receive chat alerts
• receive notifications on desktop or mobile
• create templates for faster replies

This guide explains how to:

1. update the default automated chat message
2. assign a team member to handle chats and notifications
3. test the experience from the customer or seller view

When to use this

Use this process when you need to:

• change the first automatic message sent in chat
• route incoming chat messages to a specific person
• set up a shared support contact for chat handling
• verify that chat messaging works as expected

Update the default chat message

When a seller logs into the app, Ribbn automatically sends a default welcome or support chat message. This message can be customized to better match your business flow.

Navigation path

Go to:

Chats > Chat Settings > Message Templates

Steps

1. Open the Ribbn admin panel.
2. Go to Chats > Chat Settings > Message Templates.
3. Under the EN (English) locale, find the template named Default.
4. Open the template.
5. Edit the message text as needed.
6. Click Save.

Important warning

Assign a member to handle chat alerts

Chat settings also control who receives notifications for incoming chat messages from customers and sellers.

Navigation path

Go to:

Chat > Settings > Member Management

Steps

1. Open Member Management.
2. Choose the default person to receive chat alerts from the dropdown list.
3. Select one of the following:
   • yourself
   • a shared customer support email

Recommended setup

If you are not handling chats yourself, assign a dedicated support member so customer messages go to the correct team.

This is especially useful when:

• multiple team members need access to the same inbox
• customer support should manage incoming chats instead of an individual user
• you want clearer ownership of chat responses

Create a support user if needed

If the support person or shared support contact does not already exist as a user, create one first.

Navigation path

Go to:

Settings icon (top right) > Users & Permissions > Create New User

Steps

1. Create the new user.
2. Assign the Customer Support role.
3. Return to Chat Settings.
4. Assign that new user, or yourself, to receive chat notifications.

Test the updated chat experience

After updating the message template, test it to confirm the automated message appears correctly.

Recommended test process

1. If you do not already have a customer account for your store, create one from: Customers > All Customers > Create New Customer
2. Use a personal email address that is not linked to your Ribbn Admin account.
3. On your mobile device, log out from the Admin side of the app.
4. Log back in using the new customer email.
5. Open Messages.
6. Confirm that the automatic chat message appears as expected.

Suggested setup examples

Option 1: Individual ownership

Use this setup when one person is responsible for customer chats.

Option 2: Shared support ownership

Use this setup when a support team manages incoming conversations.

Best practices

• keep the default automated message short and clear
• make sure the message matches your support process
• do not rename the Default template key
• assign chat ownership to a person or team that actively monitors notifications
• use a shared support user when multiple people need access
• always test changes after saving them

Troubleshooting

The automatic message does not send

Check the following:

• the edited template is still the Default template
• the Template Key has not been changed
• the changes were saved successfully
• you are testing with a separate non-admin customer account

Chat notifications are going to the wrong person

Check the following:

• the correct user is assigned in Chat > Settings > Member Management
• the intended support user exists in Users & Permissions
• the support user has the Customer Support role if required by your workflow

Outcome

After completing these steps:

• the default automated chat message is updated
• the right person or support team receives chat notifications
• your team can verify the customer or seller chat experience end to end

If additional help is needed, contact Ribbn support.