FlyB Chat

Where: a page’s or blog’s floating button → Type → FlyB Chat · answered in the Inbox

Module: Inbox — active on every account from the start. The FlyB Chat option on a floating button is offered while the Inbox module is on.

FlyB Chat is a chat window on your own pages. A visitor writes from a floating window in the corner of the page; your team answers from the Inbox — in the same thread that already holds that person’s WhatsApp conversation, bookings, e-mails and funnel moves. A row in the Inbox is a person, not a channel, so a lead who chats on your site today and messages you on WhatsApp tomorrow is one conversation to read, not two.

Setting it up

1. Open the page (or the blog) → Floating button tab, and switch it on.
2. Under Type, choose FlyB Chat.
3. Pick the identification form. It is required — see below.
4. Optionally, give the chat a title and a welcome message.
5. Save, and publish the page.

The editor will not save a FlyB Chat button without a form, and the preview shows the chat notice in the corner you picked.

What the visitor sees

• A window, not a new tab. Clicking the button opens the chat in its corner of the page. On a phone it takes the whole screen.
• The first time, the window shows your welcome message and the identification form. Once the form is sent, the form simply becomes the conversation — no page reload, no redirect.
• Every later visit opens straight into the conversation. The page remembers the visitor through a cookie of its own (one per page — see the Cookie Policy).
• “Seen” appears under their last message once somebody on your team has opened the thread.
• Replying to a specific message works as on WhatsApp: hovering a message shows an arrow — on a phone, pressing and holding it opens its options — and the answer carries a quote of it. Tapping a quote scrolls back to the original. Your team’s replies from the Inbox can quote the visitor’s messages the same way.
• Reactions. The visitor can react to your team’s messages with an emoji — the smiley beside the message, or the same press and hold — and sees your team’s reactions to theirs, on the lower-left corner of the message. One reaction per side: picking another replaces it, picking the same one again removes it. Pressing and holding a message also offers Copy.
• An emoji button beside the message box opens a searchable emoji picker.
• When you reply while their chat is closed, a card appears over the floating button with your latest message, and the button shows a red count. The card stays until they open the chat or close the card with ×. Closing it ignores every message up to the one on the card — only a newer message brings the card back, including one you sent while the card was already showing. Three replies are one card, not three. Your team sees which it was: blue ticks for an open chat, red for a card closed unread.
• “Not you? Start over”, in the window’s menu, forgets the visitor on that device and shows the form again.

When the e-mail or phone already exists

The identification form behaves like any other form: if the e-mail or phone typed belongs to a contact you already have, the conversation joins that contact — and fills the fields they had left empty — instead of creating a duplicate lead.

Because anybody can type anybody’s e-mail into a form, the visitor only ever sees the conversation from the moment they identified themselves on that device. What was said to that contact before stays in your Inbox, where your team sees all of it, and never appears in the visitor’s window.

Answering from the Inbox

A visitor’s message lands in the Inbox like a WhatsApp one does: the thread moves to the top, counts as unread, and is Waiting on us until somebody answers. Everything else in the Inbox works on it too — assigning, snoozing, resolving, internal notes, bulk actions. Resolving closes the conversation for good, and the visitor’s next message — or your next reply — starts a new one, marked in the Inbox thread. The visitor never sees that seam: their chat window keeps the whole history.

The composer’s Send through switch — WhatsApp or FlyB Chat — appears when a person can be reached on both, and opens on the channel of the conversation’s last message, sent or received. In FlyB Chat mode the composer turns blue: there is no 24-hour window to watch, and it carries text only — no attachments and no templates. Links you paste become clickable for the visitor.

Replies and reactions work on FlyB Chat exactly as on WhatsApp: the arrow on a message answers it with a quote (the box switches to FlyB Chat for it), and the smiley on a visitor’s message reacts to it — any time, since there is no window. A visitor’s reaction to your message appears on its corner in the Inbox within a few seconds; it is not a message, so it does not move the conversation in the queue.

⋮ → Send an automation message sends one of your automations’ messages into the chat, buttons included — the chat’s own automations, and every WhatsApp automation written as a free-form message. It is previewed with the visitor’s details filled in before it goes. See Sending an automation message.

You can answer anybody who has written to you on FlyB Chat. You cannot start a conversation with a visitor who never opened the chat: they are somebody on a page they may never reopen, and a message nobody will ever read is not a message.

When the visitor has already left

A visitor asks something, your team takes a while, and by the time the answer goes out they have closed the page. Your reply then stays on one tick, because their chat never checks in again. FlyB notices: when your team’s replies go 15 minutes without reaching the chat, they are sent to the visitor by e-mail — as long as the contact has an e-mail address.

The e-mail comes from your organisation’s name, with your logo and colour, and shows the conversation the way the chat did: the visitor’s last message — the question they were waiting on — and then every message your team sent after it, including the ones they had already read. A Continue the conversation button opens your page with the chat already open. If your organisation has an e-mail address in its settings, replies to the e-mail go there.

• Only after the visitor wrote. A conversation that one of your automations started, where the visitor never answered, is never e-mailed.
• Only for your team’s replies. An automatic message alone never sends an e-mail; it is included when it sits between the visitor’s question and a reply someone on your team wrote.
• One e-mail per round of replies. The 15 minutes count from your team’s newest reply, so three messages typed in a row go out together. A message is never e-mailed twice: if your team writes again later and that also goes unread, the next e-mail carries the visitor’s question and only the new messages.
• Not sent when the contact has opted out of e-mails, when their address is blocked after a bounce or a complaint, when they came back to the chat in the meantime, or when they have written to you anywhere since — on WhatsApp, for example.

Every message the e-mail carried shows an envelope beside its ticks in the Inbox.

Sending it by e-mail yourself

Some visitors are gone before the 15 minutes matter — and some never wrote anything at all, so there is no question for the automatic e-mail to answer. Your team’s first message to a visitor who identified in the chat and left straight away is the usual case. For those, every message of yours the visitor has not read yet (one tick, two grey or two red) shows an envelope with a + beside its ticks. Click it — Send this message to the contact’s e-mail — and the same e-mail goes out at once: the visitor’s last message before it, when there is one, and your team’s messages up to the one you clicked that no e-mail has carried yet. The icon then turns into the ordinary envelope, whose tooltip names who sent it.

• It appears only when the contact has an e-mail address and has not opted out of e-mails, and only for people who may send messages in the Inbox.
• A message sent this way is never e-mailed again — the automatic 15-minute e-mail leaves it out, and carries only what your team writes after it.
• An address blocked after a bounce or a complaint is still not written to: the envelope then says why the e-mail was not sent.

The Inbox entry in the sidebar counts the people waiting with unread messages, FlyB Chat included, so a visitor’s message is seen from any screen.

Automatic messages

Message automations work on FlyB Chat too: create a rule, pick FlyB Chat as its channel, and it writes into the contact’s chat on its own — a welcome when somebody opens the chat (First message in the chat, or Contact created for a visitor identifying for the first time), a follow-up when a chat goes quiet, a note when a booking is made or a payment goes through. Every trigger may send a message written in the rule; there are no templates to approve and no 24-hour window.

A rule’s message can carry buttons, drawn in the window the way WhatsApp draws them:

• A link button opens its address in a new tab.
• A reply button sends its own text as the visitor’s next message — one tap instead of typing. It lands in the Inbox marked as a button reply and can fire the next rule, so a menu of three choices can be answered by three other rules.

An automatic message carries the rule’s name (⚡) in the Inbox, and the visitor sees it as a message from your team. A rule reaches only people who have opened the chat; anybody else is listed as skipped in the rule’s history.

A rule with no trigger is a message kept ready rather than an automation that fires: your team sends it from the Inbox, and a funnel stage sends it with the automation Send message via FlyB Chat — “when the lead reaches Proposal, send the proposal message in their chat”. A WhatsApp automation written as a free-form message can be used the same way. See No trigger.

The support chat in the FlyB dashboard

The same chat sits in the corner of your own FlyB dashboard — that one is how you talk to FlyB’s team. You do not fill in any form there: you are already signed in. Everyone in your organisation shares the one conversation, and each message says which of you wrote it. It is hidden on screens that already use that corner, such as the Inbox.

Limits and good to know

• Text only (emoji included), up to 4,000 characters per message, and at most 20 messages a minute from one conversation. Buttons come only from message automations — sent on their own, by a funnel stage, or by your team from the Inbox.
• The chat checks in every few seconds while it is open and every 30 seconds while it is closed — and not at all while the visitor’s tab is in the background. That check-in is what your team sees as online, and what moves your replies’ ticks: a reply can take up to 30 seconds to show as delivered while the visitor’s chat is closed.
• Deleting the contact ends the visitor’s chat: the transcript stays in the Inbox as a thread without a contact, and the next time they open the chat they identify again. Deleting the conversation does the same, and removes the transcript too.
• FlyB Chat is free to use and needs no integration — nothing is sent through WhatsApp, Meta or any other provider.

Chat messages are stored as part of your Customer Content, exactly like your WhatsApp conversations. See the Privacy Policy and the Acceptable Use Policy.