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User Conversations

This page covers the many different ways you can reply to a user as well as their separate workflows and how to access them.

Sometimes the best feedback you can get is one that comes in a conversation with users. Other times, you want to reach out to users to let them know "hey, this bug is fixed and you should update". You can also reach out to that one user who gave you a negative review in an NPS survey, figure out what the issue is for them, and convert them into promoters. All of these can be done using the Instabug in-app chat that is automatically set up when you integrate the SDK.

Communication can be initiated in two ways:

  1. The user reaches out to you via the Talk to Us button in the Instabug SDK.
  2. You reach out to the user to reply to a specific bug, crash, or survey.

Talk to Us

Conveniently placed in the prompt options, you can find the Talk to Us button that users can select to contact you to talk about their problems.

Showing the Chats Page Directly

You can show the page containing all the chats and the new chat button directly by manually invoking this page as described here.

Users can start conversations or check up on older ones.

From your end, if a customer approaches you through the Talk to Us button, you'll automatically be notified and the chat will show up on your Chats page. From this page, you can assign the chat to the person responsible for it (or better yet, you could do this using rules as described in our Rules page). Want to set the status of a chat or forward it to a third party integration? That's also doable from this page.

Once you reply, just like that, the user will instantly receive a neat in-app notification that looks like this.

Email Notifications

If the user doesn't view the new message that you just sent within a specific time-frame, they will be sent an email notification as well.

Reply to Users

Sometimes, reacting to the way your users use your app can encourage more feedback. You can directly communicate with your users that have reported bugs, crashes, and even responded to surveys.

Separate Conversations

Each conversation opened can only be checked from it's related issue. If a chat is opened using Talk to Us, it will be visible from the the chats page. However, if you open a chat with the user from a specific bug, you can only see that chat from the bugs page of that specific bug report. The same is true for crashes and surveys.

Replying From the Bugs Page

Let's say a user reported a bug, and you wanted to acknowledge the user, letting them know that a fix is on the way. You can do this by reaching out to the user directly from the bug report using the Reply to User (or View Conversation if one already exists) button.

Replying From the Surveys Page

Interesting feedback can sometimes be garnered from survey responses. The feedback you receive could seem like great ideas, but sometimes you need more information. Other times, users might respond negatively to a survey. In both scenarios, being able to chat with the user could be really useful. Doing so is possible by opening the surveys result page and the choosing Reply to User (or View Conversation if one already exists).

Icons Legend

A handy way of knowing if there are any unread messages would be to check the icon next to the bug, crash, chat, or survey in the list. There are 4 different representations for each conversation.

  • No icon: there is no chat ongoing with the customer
  • Grey with arrow: you have replied to this user (you sent the last message in the chat)
  • Blue icon with red dot: you have a new unread message from the user
  • Blue icon only: you read the message but didn't reply (the user sent the last message)

What's Next

Talk to your users often? How about you enable the notifications so that they don't miss your message! You can also set up a rule that auto-replies to users contacting you so that you can let them know that you'll get back to them.

Managing Notifications
Rules