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The Messaging section of this guide is intended for users responsible for handling active conversations across messaging channels.
It provides guidance on the key actions required to manage conversations efficiently, ensuring timely responses, proper routing, and accurate record-keeping.

Messaging


Super Admins can join any live conversation across the platform and transfer it directly to a client user. Transfers can only be made to client users, not to agents inside the BPO call center.

Conversation Transfer 


Super Admins can monitor active conversations in real time without interrupting agents or the customers. This provides full visibility for quality assurance, coaching, and training purposes.


Viewing transcripts

Dispositions are outcome labels used to classify the result of a conversation. They are required for certain workflows (such as transfers) and are essential for reporting and performance tracking.


Dispositions

Use this checklist to set up your Palera platform and prepare for your first customer interactions. It covers the essential steps required to configure your environment, connect your communication channels, and enable your team to start handling conversations efficiently.


Getting Started

To begin using Palera, first create a Client. A client serves as the workspace for each brand, business, or customer account, allowing you to centralize messaging channels, agent workflows, AI activity, and conversation history within a single unified platform.

Creating a Client

SMS, Whatsapp, Live Chat Widget, Facebook, Instagram

Set Up Messaging

Palera centralizes all customer conversations into one unified workspace, making it easy to manage interactions across every channel. Whether customers reach out by SMS, WhatsApp, Instagram, Facebook Messenger, voice, or your website chat widget, every conversation appears in a single inbox with full context preserved. This unified approach improves response efficiency, streamlines agent collaboration, and ensures no conversation is ever missed.

Setting Up Messaging 

The Live Widget is the customer-facing chat interface that appears on your website, allowing visitors to start real-time conversations with your support team. It is fully customizable to match your brand and can be configured to display based on availability, business hours, or specific triggers.

Live Widget Set Up


Palera enables multi-channel messaging, allowing you to manage conversations from multiple platforms in one unified inbox. Customers can reach you via SMS, WhatsApp, Instagram, Facebook, or Live Chat via your website and every message appears in one place for your team to handle.
You can display these channels directly on your website widget, giving customers the option to contact you through their preferred platform.


Multi-Channel Widget

To send and receive SMS messages in Palera, you need to connect a Twilio account and purchase a valid phone number. Once configured, SMS conversations will appear in your unified inbox, allowing your team to manage customer interactions alongside other channels.

SMS Setup 

Connecting Instagram allows you to manage direct messages from your Instagram account in Palera’s unified inbox. Once connected, your team can view and respond to Instagram messages alongside other channels like SMS, Facebook, and Live Chat.

Connecting Instagram to Palera

Connecting Facebook allows Palera to manage messages from your Facebook Pages directly in the unified inbox. Once connected, your team can respond to messages, manage conversations, and track engagement all in one place.

Connecting Facebook to Palera

Voice

The Voice feature allows agents to make and receive calls within Palera, alongside other messaging channels such as SMS, WhatsApp, and Live Chat.

Setting up Voice in Palera involves enabling the channel for a client, connecting a phone number, preparing agents, and creating a campaign for outbound calling. Once configured, calls are automatically routed to available agents and managed within the platform.

How to Set Up Voice

User Management allows you to add team members to your organization, assign roles, configure channel access, and control how conversations are routed to them.

Adding Your Team

Conversations allow you to manage and respond to customer messages across all connected channels in one unified inbox. Using skill-based routing, channel permissions, and agent capacity limits, conversations are automatically assigned to the most suitable available agent.


Conversations


Campaigns allow you to proactively message customers in bulk using personalised templates, scheduled follow-ups, and real-time performance tracking.


Outbound Campaigns

The User Management section of this guide provides an overview of how users are structured, managed, and interact within the platform.
It introduces the different user types, their roles, and how permissions and availability impact conversation handling and routing.


User Management

Roles determine what users can see and do inside the Palera platform. This ensures secure access control and operational efficiency.There are default roles within the organization and client, custom roles with custom names and permissions can also be created and assigned to users. 


Roles & Permissions

Overview
The Agent Status feature gives you real-time visibility into what your team is doing. It helps supervisors manage workloads, helps agents stay organized, and ensures customers are routed to the right person.


Change User Status

Live Chat reports and Agent Activity reports

Reporting

Palera reporting allows you to quickly generate detailed insights into agent activity, performance efficiency, and live chat statistics across all messaging channels. Reports can be created instantly or scheduled for automated delivery.


Creating Reports

Integrations

The Knowledge Base allows you to provide agents with structured, searchable information directly inside the Message Center. Content is managed through a connected Google Doc, ensuring updates are reflected instantly.