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Getting started

What is Pubble?

Pubble is a customer support app that simplifies how teams communicate with their customers.

There are three main components to consider when using Pubble: widgets, the dashboard and the admin center

Widgets: widgets are the small apps you put on your website to enable communication between website visitors and your company. These are added to your website by placing a small snippet of javascript code into your website.

Dashboard: this is where the main action takes place. This is where you will handle website visitors, assign questions and communicate with your team members.

Admin Center: this is where you can add new team members, modify team settings and manage apps. Note: only team admins can access this section.

Mobile Apps

There are currently mobile apps available for Android and iOS.

Desktop Apps

The Windows and Mac app are both available in beta

Note: to use the apps you need to first create an account on Pubble.

Team

To get the most out of Pubble add your team members to your Pubble community. By adding more people you increase the knowledge pool available for responding to customer enquiries. You can also route questions automatically to specific team members (or groups) based on URLs or keywords

Adding team members

To invite a team member you must be a community admin. From the admin center go to Members > Team > Add User where you can input the email of the person you want to add to your team. They will be sent a confirmation email with instructions on how to proceed.

Groups

You can arrange your team members into groups, for example you may have 'Sales' and 'Technical Support', this way you can efficiently assign questions to a group rather than many individuals. Each group also has its own chat room.

When you create a group you have the option to make it private. This means that only those teammates which are members of that group can see it and participate in group conversations. If you need to have a private conversation with only one teammate use Direct Messages (always private).

Direct Messages

Communicate with your fellow teammates. One on one conversations (Direct Messages) are private. Just click the user on the left hand side in the dashboard and start chatting. If the team member you seek is not on the list then click the "+" below "DIRECT MESSAGES" and you'll find them there if they are subscribed to the community. Next time this team member will already be in your list.

The basic team member list is displayed on the left-hand menu. This list show only the team members you have previously (to save space). To view the complete list click the '+' below the Direct Messages.

Visible team members

The complete team member list is search able, either scroll to find the user, or start typing their name and the list will be filtered

Complete team member list

Pubblebot

Pubblebot is a friendly helper bot that will handle some of the communication between your community and your customers. Pubblebot will typically perform automated and repetitive tasks such as greetings, offering FAQs and making announcements.

You can customize Pubblebot by changing the avatar and name. To do so go to the admin center and open the following tab: Community > Community Bot

Office Hours

You can set office hours for your team from the admin center: Community > Office Hours When you set office hours users of the Messenger widget will be informed when they ask a question outside of these hours, this sets expectations. If no office hours are set then it is assumed you are continuously available.

Setting office hours

Account

Update Profile

To update your Pubble profile go to your profile page here you can update your name, email address and bio.

Change Password

To change your password go to your profile page where you can update. If you have forgotten your password and can't sign in use our password reset facility where you can get instructions for resetting your password emailed to you.

Workflow

Pubble helps you manage question workflow to improve the efficiency of handling visitor queries and lets you know which questions require attention.

There are three main states a question may be in at any one time New, In Progress and Closed

The three main question states

The aim of the workflow is to get questions into the closed state, this essentially means that the query has been resolved. The more closed questions, the more happy customers you have.

New Questions

These are fresh questions which have yet to receive a response. You should aim to respond to, or assign as many new questions as possible

New Questions

There are three types of new question:

In Progress Questions

These are questions where the conversation is still taking place. Once the question has been dealt with and the customer is happy, you should aim to close the question and remove it from the workflow.

Questions In Progress

There are two types of question In Progress:

Closed Questions

These are questions that have been resolved. You should aim to get as many questions resolved as possible - this represents a job done. If need be a question can always be re-opened later and put back into the workflow.

Closed

Managing Questions

All the questions asked using the Pubble widgets on your website are pushed into your Pubble dashboard, this is where the main action takes place. Here you will see all questions and activity relating to your team. From here you can manage questions, groups and FAQs, assign questions to teammates and chat privately with them.

Dashboard Interface

The interface is split into three columns

The main Pubble dashboard

The left column is where you access your questions, view groups and team members.

The middle column is the main display area where you will see conversations.

The right column displays data about conversations, groups and so on.

Question Format

Question number - each question has a unique number, so you can easily reference a question to another member of your community, or just type it in a group chat whenever you need help. To reference a question just type 'Q' followed by the question number, for example "Q42", this question will then be embedded into the chat.

Referencing question "Q42" in chat

Question date - The time you see under the Question is the time passed since the visitor asked the question. So the less time until you answer, the better

Assign - Use the + sign on the question card to assign someone inside your community to a question. That means that the question will appear in their "My Questions" stream and they will get a notification

The avatar on the right shows who has been assigned to the question

Unread - If you haven't read the question you will see an orange tag on the question card. Someone might have read it but not you.

Unread question marked orange

Resolved - When the tags on a question card are green, then the status of that Question is "resolved". This means that either one of your colleagues or Pubblebot has provided an answer and the question was manually closed. So your customer is happy!

Resolved question marked green

Assign Questions

You can assign a question to one or more teammates or groups. There are two methods to assign: manual assign and auto assign

Manual Assign: to manually assign someone to a question click the "Assign" option on the question. You will see the dialog which displays teammates and groups on the left side, clicking them will move them to the right side. Once you have selected those you want to assign finish by clicking the Assign button.

Assign dialog

Auto Assign: teammates or groups can be automatically assigned to questions based on the webpage the question was asked on or by a keyword in the question. To set up auto assign you need to access the admin center: Community > Actions > Add Assign Rule

Adding a new auto-assign rule

In the Assignee input type the name of the teammate or group you want to assign to and they will by prompted below, clicking them will select them for auto assign.

Select a Rule Type of either URL or Keyword and in the Rule Value input either a URL or keyword, depending on the rule type you selected.

If you select the URL rule type you can use either a full URL path or a URL with a wildcard (*), for example www.pubble.io/demos/* anything after the wildcard will be matched, such as www.pubble.io/demos/messenger

Internal Questions

There are two types of internal question.

  1. Questions to your team
  2. Asking a question on behalf of another user

To ask an internal question, click the plus icon in the top-left to access the menu

Internal question menu

Asking your team a question
Sometimes you might need to ask your own team a question, especially if your team is distributed or you may just have an urgent question which you do not want to get lost the hubbub of a chat channel. From the dashboard you can ask your team a question, just select "Ask internal question" from the menu, it works just the same way as visitor using the widget, except the question is internal - only your team can see it.

Asking on behalf of somebody else
Other times you might need to ask a question on behalf of somebody else (If you are handling in-store retail inquiries for example). In this case select "Ask as visitor" from the menu. The form here is similar but with a few extra options to capture the contact details of the person with the initial question. When the question is answered they will be notified via email or SMS with a link to view the response.

Canned Messages

Canned messages are short pieces of pre-entered text which can be used to quickly reply to a conversation, making typing common responses more efficient.

Invoking a canned message
To reply to a conversation using a canned message simply type the slash key in the input box \ the available canned messages will then appear, from which you can select.

To make selecting canned messages easier, each canned message has an associated command and multiple messages can belong to the same command so that they can be grouped. For example, if you type \greeting then only related greeting messages will be displayed.

Using the slash command to add a canned message

Adding a canned message
To add a canned message visit the admin center and go to: Community > Canned Messages > Add Canned Message

Adding a new canned message

Exporting Questions

You can export questions in spreadsheet format (.xls) by widget and time frame. To export questions go the admin center and go to Import/Export > Export > Questions

Realtime Updates

You can push an update from the dashboard to a Live QA, Live Blog or Community QA type widget. An update is basically a short bulletin you can post for all users of the widgets to see.

Pushing an Update

To post an update, select either Community QA, Live Blog or Live QA from the left menu of the dashboard

Then select a specific app you want to post to from the right-side menu:

Select app you want to push an update to

Once an app is selected you will see an option to "Push Update" in the middle section:

Click to push an update

You will then see the following modal with several options:

Update options

You can push an update that contains text and uploaded images, an update that is a Tweet a Youtube video or single image.

Updates that contain multiple images will show one image by default. Other images will be shown as thumbnails which can be clicked to bring to the fore:

Example of an update containing text and images

Tweet updates will display exactly like a Twitter card:

Example of a Tweet update

FAQs

Every time you create an FAQ you share knowledge within your community. Not only that, Pubblebot will prompt relevant FAQs to visitors when they ask a questions. This helps reduce answering the same questions repeatedly and allows you to work more efficiently. You can also manually reference an FAQ in conversations

Creating FAQs

You can create FAQ from left menu of the dashboard by selecting 'FAQ'. Or you can create an FAQ when you are talking with a visitor using the question they asked as the basis for the FAQ. Convenient, right? When creating an FAQ please write detailed questions and offer detailed answers. The question should make sense on it's own regardless of the page content. Also tag an FAQ with relevant keywords

To create on FAQ, first go select FAQ from the Messages section of the right-hand menu

Select FAQ from Messages section

On the right-hand side select 'add faq'.

The FAQ creation form

Question / Answer - Input the text for the question and answer fields. We suggest that you keep the answer short and to the point as it will have to display on small mobile screens.

Tags - You can add keywords to make the FAQ more searchable, if you have an FAQ about the price of an item, you could tag it with 'price', 'cost', 'payment', 'fee', , 'rate', 'fare', etc

Community/Page - You can define an FAQ as being available for everyone, or only to appear on specific pages. If you select page, you have to input a URL. Multiple URLs must be separated by a comma. You can also use a wildcard (*) to match a URL path, for example www.example.com/electronics/*

Public/Private - If you define an FAQ as public, it will be searchable and prompted on the Messenger widget. If it is private, only team members will be able to see the FAQ and it will never be prompted on the widget.

Bulk Uploading FAQs

If you already have FAQs you can upload them to Pubble in spreadsheet format via the admin center: Import/Export > Import > FAQs

Referencing FAQs

Each FAQ has a unique number making it easy to reference. What if a user asks a question half way through an ongoing conversation and you already have the answer detailed in an FAQ? Just type 'FAQ' followed by the FAQ number, for example "FAQ12" and that FAQ will be added to the chat for the user to see.

Example of "FAQ11" being referenced and embedded in chat.

FAQ Source

An FAQ can belong to the community or to specific webpages. FAQs that belong to the community are general FAQs, that are useful for all the sections of your website where the widget is deployed. Page level FAQs are records that target specific page(s) and will have priority on prompting for that specific page.

FAQ Privacy

An FAQ can be a public or private. Public FAQs are available for your visitor on prompt. Private ones can are only searchable from within Pubble app. So, maybe you would like to build an FAQ about how to deal with the customers. Just for the people inside your community.

Integrations

Facebook

With the Pubble Facebook integration you will be able connect your business Facebook Pages with Pubble. Any conversations started on your Facebook Page will be synced in Pubble and you can reply to Facebook conversations from the Pubble dashboard.

Connecting with Facebook is a simple few-clicks process which can be started in the admin center: Community > Integrations > Facebook

Note: we will not post messages on your public Facebook Pages.

Slack

Our Slack integration will send notifications of any new questions asked on the Pubble Messenger widget to a specified channel on Slack, this way Slack users can always keep on top of any new questions asked on your website.

Connecting with Slack is a simple few-clicks process which can be started in the admin center: Community > Integrations > Slack

Example of a question notification in Slack.

Messenger

The Messenger widget adds smart instant messaging to your website enabling communication between you and your website visitors. For an overview of the widget visit the Messenger page

Deploy Messenger

To deploy the Messenger widget on your website you will need to have access to your CMS or HTML files. The Messenger widget is added by copying a Javascript code snippet into the body element of your HTML.

To get the code snippet, from the admin center go to Apps > Messenger where you can see the deploy code.

The code will look similar to that below, just copy the Javascript segment into your HTML inside the <body> element, save and then you are good to go

Copy the code and add your HTML file

Messenger Appearance

You can change the colours of the Messenger widget, to do so visit the admin center and go to: Apps > Messenger > App Colours

You will have the option to change the colour of the sidebar and the primary colour of the widget, which means the colour of the buttons and headers

Options on the left side, the results on the right

Messenger Contact Options

You can decide to ask for contact details from a user either before they ask a question or after. By default users will be asked after to encourage them to communicate with you. You may however want to get contact details from a user before to avoid any frivolous questions.

To change the contact options go the admin center: Apps > Messenger > Registration Options

Registration options

You can also select which contact options you to get from the visitor: name, email and phone number

Below is a comparison of a Messenger flow first requesting contact details before and requesting contact details after.

Requesting contact details before
Requesting contact details after

Live QA

The Pubble Live QA app enables you to host a real-time QA session on your website. For more information visit our Live QA page

Create new Live QA

To create a new Live QA go to the admin center: Apps > Live QA > New App you will be asked to give the new Live QA app a name and the app will be created with the default options applied.

Watch our video on creating a Live QA event:

Deploy Live QA

To deploy a Live QA widget on your website you will need to have access to your CMS or HTML files. The Messenger widget is added by copying a Javascript code snippet into the body element of your HTML.

To get the code snippet, go the admin center and go to: Apps > Live QA select an app from the menu and click Deploy

Live QA Scheduling

You can schedule a time for your event to take place, you can also control whether visitors are able to post messages before and after the event, or only during the event.

To set a schedule go to the admin center: Apps > Live QA select the Live QA from the left menu and then select Schedule

Here you have several options available:

Allow posts before/after event
Allow visitors to post messages before and after the scheduled time
Timezone and start/end time
Set the start and end time for the event, and the timezone the event will take place in
Pre/post/during event blurb
You can apply some custom text which will change depending on the event state, for example during the event you might want to display "Our VIP is live now answering your questions" and when the event is over you can display "The event is over, thanks for joining!"

Live QA Moderators

To add a moderator to an app you must be a community moderator. Got to the admin center: Apps > Live QA > [Select App] > Moderators

Click the Add Moderator button and input the name and email address of the moderator to add them

Adding a moderator to a Live QA event

Who should you add as a moderator? Anyone who will answer questions, assign questions, or will manage the event.

What is a VIP? You can mark a moderator as a VIP. This is for the purpose of distinguishing on the user interface between people who will answer questions and moderators who will manage questions (assign, etc)

Live QA Answering

This video covers how you answer questions from your live Q&A events on Pubble. Questions from the Live Q&A app that you add to your website will be pushed to the Moderators who are subscribed to the app.

Answering questions when you are not an App Moderator

Questions from a live Q&A event can be assigned to anyone on your Pubble team. You don't have to be an app moderator to answer questions. This video covers how to answer questions that are assigned to you. All you need to do is keep an eye on My Questions. Anything that is assigned to you will be included there.

Pushing Updates

Pubble supports pushing Updates from the dashboard to your live events (Live Q&A and Liveblog). This video covers how to push an update to your event.

Live Blog

The Pubble Live Blog app enables you post messages in real-time to your website

Blog Scheduling

You can schedule a time for your event to take place, you can also control whether visitors are able to post messages before and after the event, or only during the event.

To set a schedule go to the admin center: Apps > Live Blog select the Live Blog from the left menu and then select Schedule

Here you have several options available:

Allow posts before/after event
Allow visitors to post messages before and after the scheduled time
Timezone and start/end time
Set the start and end time for the event, and the timezone the event will take place in
Pre/post/during event blurb
You can apply some custom text which will change depending on the event state, for example during the event you might want to display "Our VIP is live now answering your questions" and when the event is over you can display "The event is over, thanks for joining!"