The Side Panel
The side panel is where you work. It sits next to the chat, follows whichever chat is on screen, and has everything you need to answer well.
It has five tabs and settings.
Draft: where the work happens
Section titled “Draft: where the work happens”You spend most of the day in this tab.
The header shows the creator you write as and the chat you are in, so you always know whose voice you are using.
His unanswered messages. Everything he sent since the creator last replied, one message per line. The draft answers all of them together: if he wrote three messages, the reply covers all three, not just the last one.
At a glance. One line about the fan: stage, spend, fan warmth and how ready he is for an offer. The Fan tab next to it has his full profile.
The draft. The reply, which you can edit, with its translation underneath when bilingual replies are on.
The hint. A one-time instruction for this draft only: “shorter”, “decline politely”, “mention the new set”. It is not saved and does not affect other chats.
Length and selling. Two lists above Generate. One sets the reply length, the other how soon the draft brings up paid content. They apply to the drafts you generate in this panel and stay as you left them until you change them. As persona uses the creator’s own settings; the creator herself does not change.
The buttons. Generate, Copy, Insert, Send, and the history import for this chat.
Replies: saved answers
Section titled “Replies: saved answers”The creator’s quick replies, copied in one click: greetings, standard answers, price lines, anything your team uses often.
Copying a quick reply never overwrites a draft you already wrote.
Creator: who you are writing as
Section titled “Creator: who you are writing as”The creator you write as, read-only: her card, her five mood scales right now and her weekly routine.
Useful when a fan asks what she is doing today, or when you want to know why drafts sound warmer or shorter than usual.
Autopilot: automation
Section titled “Autopilot: automation”The screen for automatic work, from top to bottom:
- Is it working right now. The top row, the only part of the panel that changes colour. When it is off, it says so. When it runs, it turns green and shows who it is serving and what is happening. Start / Stop is in the same row. It is the tab’s only action and affects only your browser.
- The autopilot works on. Two big switches for the groups of fans this session handles, each with the number of fans in it.
- Where it works. One fan you lock on, or all fans in the list. Each option has its own settings.
- While it runs. Progress, counters and the log of what was sent, which opens by itself.
- A reply is held back when… The four situations when a reply waits for a person, folded away with a count.
You always know whether automation is on: the top of the tab shows it in colour, and the toolbar icon shows AP while it runs.
See Autopilot.
Fan: the CRM at hand
Section titled “Fan: the CRM at hand”Everything you know about the fan you are answering, without leaving the chat:
- tags and your team’s Notes;
- Instructions for the AI: standing orders for this fan;
- AI memory: what he told you;
- stage, spend, fan warmth and offer readiness;
- follow-up reminders;
- two settings for this fan only: his reply mode and his language. The reply mode is the same switch as on the Autopilot tab, so changing it in one place changes it everywhere.
The tab always shows the fan the Draft tab is answering, so it can never show the wrong person.
See The Fan Profile.
Settings: the gear
Section titled “Settings: the gear”Account settings, kept away from the tabs because you do not switch to them while working:
- the account you are signed in with;
- the creator you write as;
- Theme and interface language. The theme is for this browser only; the language is the one on your profile, so changing it here also changes the dashboard;
- Bilingual replies on or off;
- Page diagnostics;
- the Chat history import for all chats.
When the panel is closed
Section titled “When the panel is closed”The panel is meant to stay open, but the toolbar icon tells you what happens when it is closed:
| Icon | Meaning |
|---|---|
| 1 | An automatic draft is ready and you have not looked at it |
| A countdown | A message is about to be sent automatically |
| AP | Autopilot is on |
To cancel an automatic send that is about to happen, open the panel or press Pause on the Draft tab.
Working without a chat on screen
Section titled “Working without a chat on screen”You can use the panel without an open chat. Pick a fan by hand, type or paste what he wrote, and generate a full draft from his real history and profile.
This helps when the chat is somewhere the panel cannot reach (for example, a creator reads her inbox on her phone and tells you what a fan wrote), or when you want to prepare a reply before opening the platform. (The panel works on a computer only; see Installing the Extension.)
Insert and Send work only on the chat on screen, so they are off in this mode. Copy always works.
Tips for chatters
Section titled “Tips for chatters”- Keep the panel open all shift. It follows chats by itself.
- Look at the fan before you read the draft. Two seconds of context change how you judge the reply.
- Read the Fan tab before answering a VIP. Always.
- Use the hint instead of rewriting. Steering the draft is faster than fixing it.