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FAQs: New Conversations app for Chat, Facebook & Instagram

❗️ Important
Chat will soon be replaced by Conversations, a much more powerful chat app. To learn more, check our dedicated articles on Conversations

Why a new Conversations app?

The new app is powered by Chatra, the very best of Live Chat software that Sendinblue recently acquired. Thanks to this new technology, we can now offer many new features such as chatbot, targeted chats, mobile apps, or saved replies that will help you sell more online. Also, you'll be able to manage all conversations in one place: Live Chat, Facebook Messenger and Instagram Direct for now—WhatsApp and Email (e.g. Gmail, Outlook) will come in 2022.

When will the new Conversations be released?

The new app has been released in beta in the second half of December. We are letting users join gradually since then. Testing the new app does not mean you'll have to stop using the current Chat immediately—read the next question for details. Try Conversations today, it will automatically be added to your Sendinblue account. 

Will the change from the current Chat to the new Conversations be automatic?

No. You will have to edit the chat script installed on your website. This allows you to control when and how the switch will occur. You can first give the new app a try, then train your teammates if needed and, whenever you're ready, make the change to the new app.

Will the new Conversations be free?

Yes and no. A free plan will be available for one user to chat with your website's visitors, with no limit on conversations. For premium features such as chatbot & automation or to invite your teammates, a paid plan at 13€ per chat user per month will be offered. While the new app is in beta, all features are free. The features that will become paid at the end of the beta version are clearly indicated as such in the Conversations app. Check for this information message:


Is the beta version limited in any way?

Yes. Some of our key functionalities are not ready yet but we already have several customers who use Conversations in production on their website so don't hesitate to install our widget on your website too! One limitation would be the synchronization of contacts between Conversations and the rest of the Sendinblue platform that won't be ready until April*. Until then, you can export contacts manually from Settings > Preferences > Contacts data export. Another limitation concerns the widget installation on your site. At the moment, it has to be done manually, while in April* it will be integrated with the Sendinblue tracker and our CMS plugins, including Wordpress and Shopify.

* The release originally planned for February 2022 is, unfortunately, taking slightly much longer.

Will you close the current Chat app?

Yes. Chat's site widget will be discontinued by the end of the second quarter of 2022. The operator interface will remain available after that date so you can access past conversations. Definitive shutdown plans will be announced in the first half of 2022.

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.