Chats

1. 1:1 Chat

1-1. Administrator Additional Authentication

To protect personal information, administrators must complete additional authentication before accessing the 1:1 chat menu. Administrator additional authentication can be done through KakaoTalk or SMS. If you do not wish to use the administrator additional authentication feature, disable the setting on [My Account Information > Administrator Additional Authentication Settings].

Administrator Additional Authentication Settings On the My Account Information page, you can update authentication settings and register/update authentication information. Enabling this feature provides extra security for administrator accounts and customer conversation content.

If you do not wish to use the administrator additional authentication feature: Disable the setting on the [My Account Information > Administrator Additional Authentication Settings].

1-2. Chat Settings

On the Chat Settings page, you can set the chat feature On/Off and configure chat availability hours. 1:1 Chat must be initiated by KakaoTalk users. If the chat feature is disabled, the message input field will not be displayed in the chat.

➊ Available Chat Days & Hours If the end time is set earlier than the start time, the chat will remain available until early morning the next day. (Chat hours follow Korean Standard Time (KST)) Different availability hours can be set for each day of the week.

➋ Chat Unavailable Notification Message This message is sent to users who attempt to chat outside of available hours. If entering a custom message, be sure to include the available chat days and hours.

➌ Chat Guidance Message Automatically sent once when a non-friend first enters the channel chat. To disable automatic sending, toggle the On/Off button. Warning: Including promotional content may result in fines as this will be sent to non-friend users.

➍ Sending Photos in Bulk You can send up to 30 photos in a single speech bubble. (Image size limit: max 20MB) Changes to this setting will not apply to active chats. Please refresh the page or open a new chat.

1-3. Chat Notifications

After changing the chat status to ON, when a user sends a chat message, the total unread message count will be displayed in the top chat notification area and next to the 1:1 Chat menu.

1-4. Chat PC Notifications

You can enable web push notifications for chat messages via the Chrome browser on the My Account Information page.

• Settings If Chrome browser notifications are blocked, you will not receive chat notifications even if PC notifications are set to ON. To enable notifications, click the lock icon in the browser’s address bar and select "Allow" under "Notifications." If you use multiple computers, Chrome notifications must be enabled separately for each device. PC notifications are supported on Chrome version 52 and above.

1-5. Chat List

You can manage chats by leaving chats you no longer need or blocking abusive users.

➊ Leave Chatroom Selecting "Leave Chat" will delete the chatroom from both the chat list and the admin app. However, if the user sends another chat request, the chat will be restored. If you leave a blocked chatroom, unblocking will not be possible.

➋ Block and Unblock Friends If a blocked user tries to send a message, they will see: "{Profile Name} has blocked you, so 1:1 chat is not possible." Comments left on home posts by blocked users will not be visible to others. Blocked friends can be managed in the "Blocked Friends List" tab. Chat history before blocking remains visible, and unblocking is possible.

1-6. Manage Chat List

Easily manage your chat list with functions such as adding friend groups, marking as important, marking as read, assigning a person in charge, and marking as completed.

➊ Add to Friend Group Create a friend group by selecting specific chat lists. Send group messages to the created friend group from "Writing a Message" page.

➋ Mark as Important Mark chats with important clients or those requiring quick responses as "Important." View important chats separately in the "Important Chats List." If an important chat is blocked, the Important label will be removed.

➌ Mark as Read To clear unread message badges all at once, select chat and click "Mark as Read."

➍ Assign Person in Charge If multiple administrators manage the profile, assign a person in charge to classify and manage chats more efficiently. All administrators can still send chat messages, regardless of assignment. Selecting a chat and click "Assign Person in Charge" to designate an administrator and filter the chat list accordingly.

➎ Mark as Consultation Complete When the consultation is finished, click "Mark as Consultation Complete." Completed consultations can be viewed separately in the chat list. If a channel administrator or friend sends a message after completion, the status will revert to "Consultation In Progress."

1-7. Filtering Chat List

You can classify and view chat lists based on various criteria, including consultation status, chat labels, assigned person in charge, and time period.

➊ Consultation Status By clicking on "Consultations In Progress," you can filter chats based on consultation progress.

• Unread Consultations : Chatrooms with unread messages

• Unanswered Consultations : Chatrooms where all messages have been read, but the administrator has not responded

• Answered Consultations : Chatrooms where the administrator has responded

• Completed Consultations : Chatrooms that have been marked as completed

Chatrooms created before the completion feature was introduced will be categorized as "Unanswered Consultations," even if messages were read and responded to. Once a consultation ends, you can mark it as "Consultation Complete" to update its status to "Completed Consultation."

➋ Chat Labels, Person in Charge, and Chat Time

• Chat Label : Categorize chats using labels from the Label Management page.

  The chat label feature is only available on PC.

• Person in Charge : Categorize chats by person in charge (specific administrator).

• Time Period : Filter chats based on the timestamp of the last conversation.

1-8. Chat

When you click on the chat list, the chat opens, allowing you to send text, images, videos, and files to friends. By clicking "More" on the top right, you can edit the chat name and add notes.

➊ Display Administrator Names When multiple administrators chat with the same user, their names are displayed to distinguish between them. These names are visible only to administrators and not to users.

➋ View Description Media (PC Only) Receive images/videos with descriptions sent via KakaoTalk. Clicking a media file with a description icon lets you view up to 50 characters of the description in detailed view.

➌ Use Frequently Used Responses (PC Only) Register preset responses on "1:1 Chat > Frequently Used Responses" for a fast and convenient chat/consultation replies. Click the "Frequently Used Responses" button at the bottom of the chat to quickly insert saved responses.

➍ Send Coupon (PC Only) Send coupons created in the "Create Coupon" page to KakaoTalk users. Coupons can only be sent to users who are friends on your channel. If they are not friends, send a request to channel first.

➎ Channel Addition Request Send a request to add the channel to users who are not yet friends.

Important Notes Before Chat

• If multiple administrators are logged in, chat content will update in real-time for all.

• As of March 1, 2018, 1:1 Chat content will be stored on KakaoTalk server for 3 years for the protection of consumer rights and dispute resolution.

• Messages older than 3 years are permanently deleted and cannot be recovered.

1-9. Manage Chats

In the chat management screen, you can mark consultations as complete, edit the chatroom name, register chat labels, and add notes.

➊ Send Channel Addition Request You can send a channel add request message to a friend in a 1:1 Chat. (This message cannot be sent to users who have already added the channel.)

➋ Mark as Consultation Complete When the consultation is finished, click "Mark as Consultation Complete." Completed consultations can be viewed separately in the chat list. If a channel administrator or friend sends a message after completion, the status will revert to "Consultation In Progress."

➌ Edit Chat Name / Add Notes Rename chatrooms for easier identification. Use the note feature to save important details before chat history is deleted.

➍ Register Chat Label (PC Only) Apply chat labels to categorize conversations in the chat list.

1-10. Customer Information Inquiry Function

With KakaoTalk Biz Plugin, you can quickly and easily obtain customer personal information during 1:1 chat. Customer personal information is retrieved on a one-time basis and can be used during consultations. (Personal information is automatically deleted 3 days after the consultation is completed or the user has provided third-party consent for data sharing.)

To use this feature, you must register the "Personal Information Usage Plugin" under KakaoTalk Biz Plugin. Once registered, the customer information inquiry function can be used directly in the Channel Admin Center without additional settings.

➊ Customer Information Inquiry To enable this feature, register the "Personal Information Usage Plugin" via the Biz Plugin site (https://business.kakao.com/info/talkbizplugin).

Set Up Usage Environment for Personal Information Usage Plugin

• Requirements : Business Channel, Biz App

• Step 1: [Kakao Business > Business Settings > Link Channel-App] - Link the business channel where you want to use the Personal Information Usage Plugin with the Biz App. - Once linked via Biz App, the Personal Information Usage Plugin can be used on the channel.

• Step 2: [Kakao Business > Services/Tools > Biztools > Biz Plugin] - Register the plugin.

  - Select Biz App : Choose the channel-app linked in Step 1.

  - Select Plugin Purpose : Choose "Personal Information Usage Plugin."

  - Enter Details : Set up plugin information and define the personal information collection items.

• Registration of the Personal Information Usage Plugin is complete! - Check the status of the registered Personal Information Usage Plugin. - If the plugin status is "Available," it can be used immediately in the Channel Admin Center without additional settings.

1-11. Manage Frequently Used Responses

Save frequently used responses to streamline chat and consultation processes. Pre-registered responses can be easily retrieved in the chat.

1-12. Manage Chat Labels

Manage Chat Labels Organize and categorize chats by labels (e.g., VIP, Regular, Repeat Customers). Labels can be assigned to individual chats for easier management.

1-13. Channel Addition Request

Write a channel addition request to users who have not yet added your channel as a friend. Registered messages can be sent directly through 1:1 chat.

➊ Customizing the Message You can attach images to the channel addition request message. - Recommended image size: 800 x 400 px - Supported file formats: JPG, PNG (max 10MB)

➋ Content (Advertisement) Maximum: 100 characters Mandatory disclosure phrases cannot be modified. (* Receive ads and marketing messages via KakaoTalk by adding the [Channel Name] channel.)

➌ Attaching Coupons Highlight channel addition benefits by attaching coupons.

• Auto Attach: Automatically includes all coupons in "Available for Use" status and set to "Visible" within the entry period

• If no eligible coupons exist, the coupon highlight button will not be displayed.

• Individual Attach: Attach up to 5 coupons registered in the Channel Admin Center