Settings · Citena

Automatic assistant

Who answers when a message arrives

The assistant's speech is enabled on the server, after testing it against the real model. From here you can switch it off or limit it by schedule, but not switch it on.

Off Only a person replies. The message still reaches the CRM. Replies at once Answers as soon as the message arrives. Only if nobody replied A person gets the first word; the assistant steps in after the minutes below.

Wait before replying, min used only in «only if nobody replied»

When

Any time Including working hours. Outside working hours only Nights, weekends and days with no shifts — when nobody is at the desk.

Today the business is open 10:00–19:00 — from the team shifts. Change shifts

Call me

When someone writes and gets no reply

Message the work chat

Count as silence from, min

Repeat the alert every, min so the same thing is not repeated every five minutes

Sound when someone new arrives A short beep when somebody starts waiting for a reply. Once per person, and only in this tab.

The browser will not play sound until something on the page is clicked: the first beep comes after the first click.

Who gets the alerts

Reception and managers

Nobody on the list yet: alerts go to the single chat configured on the server.

Telegram. The address is the chat_id, not a phone number: a bot cannot write first to someone who has not written to it. Each person must message the bot once.

WhatsApp. Here it is the phone number. But that person has not written to us, so an approved template is sent and every alert is paid for (about 1.7 cents).
The team template has not been created, so the WhatsApp channel does not work yet.

The channel is not configured yet: alerts will not go out.

Customer reminders

The day before, on WhatsApp

Send reminders Untick and the queue simply waits: nothing is lost, it just does not go out.

⚠️ No whitelist: reminders go to ALL consenting customers.

Queued right now: 0.

Session recordings

What the site looks like from the other side

Keep recordings, days 0 — do not keep. They delete themselves.

Recordings delete themselves after 14 days. Form fields are never recorded.

Daily digest of recordings Once a day the model looks at new recordings and looks for patterns. Costs pennies a day.

Enquiries with no reply

When to count them as lost

Move to «Lost» after, days 0 — never; done by the cron every five minutes

Only «New» and «In progress» move. Booked and attended are never touched. «Lost» is not sent to Google Ads.