Chat & Moderation

Every session has one chat, shared by the attendees in the live room and by your team in the live control panel. This page covers how the chat works for attendees, posting as your team, keeping the chat clean, watching for keywords and turning good questions into Q&A.

Access: everyone who can open the live control panel can post, reply and react in the chat. Admins and moderators can pin and remove messages, promote messages to Q&A, mute and ban attendees and manage blocked words. Admins and marketers can change the keyword watchlist.

How the chat works for attendees

Attendees chat from the live room, next to the video (below it on phones). The attendee app is in Romanian:

• They write in the box labeled Scrie mesajul aici ("Write your message here"). A message can be up to 300 characters, and each attendee can send one message every 2 seconds. Messages sent faster than that are dropped.
• They see the latest 50 messages. Older messages scroll out of their view.
• They can reply to a message with Răspunde ("Reply"), which quotes it above their own, and report it with Raportează ("Report").
• They can react to a message with one of six emoji: thumbs up, heart, clapping hands, laughing face, surprised face or folded hands. Each person has one reaction per message; picking another replaces it.
• Links in attendee messages are plain text. Links in your team's messages, announcements and the pinned message are clickable and open in a new tab.
• Messages from your team carry a Moderator badge, whatever the team member's role.
• The chat always starts with the notice "Chat cu alți vizitatori în timp real. Mesajele ar putea fi publice. Fii amabil!" ("Real-time chat with other visitors. Messages may be public. Be kind!").

The chat stays open during the replay, so replay viewers see the same messages and can add to them. The chat history, including removed messages, stays with the session until the session or its webinar is deleted.

Post as your team

1. Open the Chat tab of the live control panel.
2. Type in the Send message... box at the bottom.
3. Press Enter or click Send.

Your messages appear under your profile name and avatar, with the Moderator badge. If your profile has no name, you appear as "Moderator". Names and avatars are edited in Team & Roles. Your messages are limited to 300 characters, like attendees', but they're never rate-limited or filtered by blocked words.

Send an announcement

Click the megaphone button next to the text box to switch to announcement mode; the box then reads Send announcement.... Click the megaphone again to switch back to normal messages.

Attendees see an announcement as a highlighted box labeled Anunț ("Announcement"), with your name under it. Use announcements for links and instructions you don't want lost among other messages.

The short automatic messages posted when you open a poll, request feedback or show an offer are separate. They're configured in Chat Announcements.

Reply and react

Hover over a message to show its actions:

• Reply quotes the message above your next message. A "Replying to …" bar appears above the text box; click × to cancel.
• React (the smiley) opens the six reactions. Click one to react, pick another to replace it or click yours again to remove it.

Click a message to highlight it for yourself. Highlights keep the message's actions visible, are only visible to you and are saved in your browser, which makes them handy for marking messages to come back to.

To see older messages in the panel, scroll up and click Load older messages. Each click loads 50 more.

Links and funnel tracking

When an attendee clicks a link in the chat and it points to the destination of a tracked link in one of the session's funnels, the click is recorded on that funnel step for the attendee. The match ignores anything after ? in the address. See Funnels.

Moderate messages

Admins and moderators see these actions when they hover over a message and open the … menu:

Action	What it does
Pin / Unpin	Shows the message at the top of the attendees' chat. See Pin a message.
Remove	Removes the message from everyone's chat, after you confirm.
Mute / Unmute	Stops the attendee from sending messages. Only on attendee messages.
Ban / Unban	Takes the attendee out of the chat entirely. Only on attendee messages.

Announcements have their own pin and remove buttons. The automatic chat announcements have no actions.

Mutes, bans and changes to blocked words are recorded in the audit log. Pins, removals and chat messages are not.

Pin a message

Pinned messages have a yellow background and a pin icon in the panel. Attendees see the pinned message in a box at the top of their chat, labeled Mesaj fixat ("Pinned message"). Messages longer than 120 characters are shortened, with Vezi mai mult ("See more") to expand them, and links in the pinned message are clickable.

Attendees see one pinned message

You can pin several messages, but attendees only see one of them: the one posted most recently. Unpin old messages so the right one shows.

Remove a message

Choose Remove from the … menu and confirm. The message disappears from everyone's chat right away. Its author isn't told.

A removed message is hidden, not erased: its original text stays with the session's data. It isn't shown anywhere in the dashboard, and the panel has no way to restore it.

Mute or ban an attendee

Choose Mute or Ban from the … menu of one of the attendee's messages and confirm. The change is immediate. To undo it, open the same menu and choose Unmute or Unban; no confirmation is asked.

In the panel, the attendee's name gets a muted or banned badge, and you still see their original messages.

	Mute	Ban
Sending messages	Blocked. Their text box shows "Ai fost restricționat de la trimiterea mesajelor." ("You have been restricted from sending messages.")	Blocked
Seeing the chat	Yes	No. The chat area is replaced by "Ai fost eliminat din chat." ("You have been removed from the chat.") and "Accesul tău la chat a fost restricționat de un administrator." ("Your chat access has been restricted by an administrator.")
Watching the video	Yes	Yes
Reacting, voting in polls, seeing the offer, giving feedback	Yes	No
Their earlier messages	Unchanged	Shown to other attendees as "Mesajul a fost blocat." ("The message was blocked.") until you unban them
Online count	Counted	Removed from the count immediately

Mutes and bans are per session and per device

A mute or ban applies only to this session. It's tied to the sign-in the attendee has on the browser or device they were using, so if they come back on another browser or device they may be able to chat again. It doesn't carry over to other sessions.

Reported messages

When attendees report a message, a red flag with the number of reports appears under it in the panel. There's no separate list of reports, so look for flags as you follow the chat, then remove the message or mute or ban its author if needed.

Block words

Blocked words keep specific words out of the chat. A common use is a password or code revealed on the stream that you don't want attendees to repeat in writing. The list is never shown to attendees.

1. In the Blocked Words widget, click Add Blocked Words (or the list icon, Manage blocked words, once the list has words).
2. Type a word or phrase in Add word to block... and press Enter or click +.
3. To remove a word, click × next to it.

Changes are saved as you make them. How blocking works:

• It checks attendee messages as they're posted, from the moment you add the word. Messages already in the chat aren't rechecked; remove them by hand if needed.
• Letter case and accents are ignored: ă, â and a count as the same letter, and so do ș and s, ț and t, î and i.
• Wherever a blocked word appears, even inside a longer word, it's replaced by ****** (always six asterisks). The rest of the message stays, under its author's name.
• A disguised spelling, with letters separated by spaces or punctuation (such as p a s s or p.a.s.s when pass is blocked), can't be masked cleanly, so the whole message is removed.
• The author isn't told that their message was changed or removed.
• Your team's messages are never filtered.

Each word or phrase needs 2 to 100 characters, and a session can have up to 50. Duplicates are ignored. The list belongs to one session, so set it up again for each session that needs it. Only admins and moderators can see and change it.

Short words catch innocent messages

Matching ignores word boundaries, and the check for disguised spellings also ignores spaces between words. With tea blocked, "steam" becomes "s******m", and "great eats" is removed entirely because the letters t-e-a appear across the two words. Prefer longer, distinctive words.

Watch for keywords

The keyword watchlist counts chat messages that mention words you care about, such as "price" or "discount", so you can spot buying signals while the session runs. Keywords belong to the webinar, so the same list applies to all its sessions, and it's shown on the webinar's Overview as Chat Keywords.

1. In the Keywords widget, click Add Keywords (or the list icon, Manage keywords). The Keyword Watchlist opens.
2. Type a keyword in Add keyword....
3. Choose how it matches, Contains or Exact.
4. Press Enter or click +.

Mode	Matches
Contains	The keyword anywhere in a message, including inside longer words: pret matches "prețul".
Exact	The keyword only as a whole word.

Letter case and accents are ignored, and keywords are saved in lowercase without accents. A keyword needs at least 2 characters, and a webinar can have up to 50.

The widget shows each keyword with its number of matches, and the watchlist lists up to three matching messages per keyword with their authors, then "+N more". These counts cover only the messages currently loaded in the panel, your team's messages included.

Separately, every attendee message that matches a keyword is recorded on the attendee's contact, if the attendee consented to behavioral tracking. You can then build segments with the Chat Keyword Match rule, see Segments. Keyword changes apply to messages sent after you save them.

Saving the watchlist changes the webinar, so only admins and marketers can add or remove keywords. Moderators and staff users can open the watchlist and see the matches. Admins and marketers can also edit the same list outside a session, under Chat Keyword Watchlist on the Settings tab of Edit Webinar; see Creating a Webinar.

Turn questions into Q&A

Q&A lets your team collect the questions worth answering without losing them in a busy chat.

1. Hover over a chat message and click Promote to Q&A (the speech bubble with a plus). The message gets a Q&A badge and is added to the Q&A tab.
2. Open the Q&A tab. Its list, Questions, groups questions into unanswered, answered and dismissed, with the name of the person who asked and the time.
3. Handle each question:

Action	What it does
Answer	Opens a box, Type your answer.... Press Enter or click the check-mark button to save the answer on the question and post it in the chat as your reply to the original message.
Dismiss	Moves the question to the dismissed group.
Reopen	Moves an answered or dismissed question back to unanswered.
Delete	Removes the question from Q&A after you confirm. The chat message and any posted answer stay in the chat.

Attendees don't see the Q&A tab. They see your answer in the chat, as a reply that quotes the question, even if the original message has scrolled out of their view. Only admins and moderators can promote and handle questions; everyone else can read the tab.

See who's chatting

Click an attendee's name under their message to open their details for this session:

• Contact details: name, email address, phone number, the number of webinars they've registered for and their lead score (Score), with View profile to open the full contact in a new tab. See Contacts.
• Session activity: their watch time and number of messages, and a timeline of when they joined and left, their messages, poll answers, offer click, feedback and reactions.

If the dialog shows "Identity not yet resolved for this attendee.", close it and try again in a moment. "Contact not found in database." means the attendee has no contact record. Everyone who can open the live control panel can see these details.