Support: in-app messenger, inbox and FAQ
A messenger inside your app, an inbox for your team, an FAQ that absorbs the repetitive questions.
The user opens the help centre without creating an account: the SDK recognises them by their device. On the studio side, their messages land in a shared inbox, where they are sorted, tagged and answered.
Prerequisites: the SDK installed and the Support product enabled on the project.
The inbox
Support → Inbox. The list of the project's conversations, or of every app in the organisation.
Filters
| Filter | What it shows |
|---|---|
| Open | What is waiting for an answer |
| Urgent | What the team marked urgent |
| Starred | What you keep at hand |
| Resolved | The archive |
| By tag | One specific theme |
Search covers message content. A tag filter combines with the others: "open" + the "Bug" tag gives the queue of what is broken.
Replying
The thread looks like a messaging conversation. What your team writes appears on the agent side, with the name and picture set in Customise.
A conversation is marked resolved once it is handled. A new message from the user reopens it: nothing is lost because someone closed it too early.
Macros
Support → Macros. Pre-written, reusable replies.
A macro carries a name ("Refund request"), some content, and an optional shortcut you type in the conversation to insert it.
It is global (every app in the organisation) or limited to certain projects. A macro that mentions a price specific to one app has no business in the others.
Writing a useful macro
- Start from a real reply you have already written three times.
- Leave the parts that need personalising in plain sight, so it is obvious they have to be filled in.
- Give it a short, memorable shortcut (
refund,bug-ios).
A macro is a starting point, not an automatic send: it is inserted into the reply field, where you read it again and adjust it.
Tags
Support → Tags. Coloured labels to classify conversations.
Like macros, a tag is global or limited to certain projects. They sort by usage ("most used"), which quickly shows the recurring themes.
Deleting a tag removes it from every conversation that carried it. The action is confirmed, and it is permanent.
Tags are also a measurement tool. Three months of tagged conversations give you the list of subjects that cost the team the most time - that is the starting point of a good FAQ.
FAQ
Support → Manage the FAQ. Articles filed by category, shown in the SDK's help centre.
- Categories: renamable, reorderable, collapsible.
- Articles: a question, a formatted answer (bold, lists, emoji).
- Switch: the FAQ shows in the app or not, without touching the articles.
Tutorial - an FAQ that actually helps
- Open the inbox, filter on Resolved, and mentally sort out the five questions that come back most.
- Create one category per real theme ("Subscription", "Account", "Known bugs"), not per internal org chart.
- Write the question in the user's words, not yours. "How do I cancel my subscription?", not "Billing cycle management".
- Answer in three sentences. An FAQ article that requires scrolling is not read.
- Publish, then watch: if the question keeps arriving in the inbox, the article is either unfindable or unclear.
Customising the messenger
Support → Customise. Three tabs, with a live preview.
| Tab | What you set |
|---|---|
| Messaging | Agent name and picture, welcome message |
| Home | What shows when the help centre opens |
| Design | Colours, corner radii, logo |
The welcome message is what someone opening the messenger for the first time sees. It sets the tone and frames expectations: "We are a small team based in Nice, we answer within 24 hours" beats "How can we help you?".
Everything is re-read by the SDK on open. No change requires resubmitting your app.
Settings
Support → Settings.
| Tab | Contents |
|---|---|
| Languages | The team's preferred language, automatic translation of incoming messages |
| SDK | App ID, enabling the product |
| AI | Assisted replies |
Automatic translation translates your users' messages into your language, so the conversation continues without an intermediary. It does not replace your reply: it saves you guessing.
Next
- Identity - attaching a conversation to your user
- Community - the feed, the other in-app surface
- Notifications - following up with a user after a conversation