Operator commands

When you reply to a visitor from your bridge (Telegram, Discord or Slack), you can also run commands by sending a message that starts with !. Commands are intercepted by PocketPing and are never forwarded to the visitor.

!help

Command	Aliases	What it does
!screenshot	!ss	Capture the visitor's current screen and post it in the chat
!screenshotsilent	!sss	Capture the visitor's screen without showing it in the widget chat
!csat	!rate	Ask the visitor to rate the conversation (1–5)
!help	!h, !commands	List the available commands

Availability

Operator commands run on the hosted SaaS (pocketping.io). The standalone bridge-server doesn't ship them yet.

Screen capture (!ss / !sss)

Type !ss in the visitor's thread and PocketPing asks the widget to render the visitor's current viewport to an image (via html2canvas) and upload it. The operator who asked receives the screenshot back in the thread — handy for "I can't see what you're seeing" support moments.

• !ss also posts the capture into the widget chat, so the visitor sees that a screenshot was taken.
• !sss is silent — the capture is sent to your bridge only and is not shown in the widget.

Turning it on

Screen capture is off by default. Enable it per project:

Dashboard → your project → Settings → Operator commands → Screen capture.

Your responsibilities (please read)

Capturing a visitor's screen processes their personal data, and the silent variant does so without an on-screen indication. Before you enable it:

• Disclose it. Add screen capture to your privacy policy / notice.
• Have a lawful basis. Under GDPR/ePrivacy and similar laws this usually means visitor consent. Don't capture screens you have no basis to capture.
• Minimise. Use !ss (visible) rather than !sss unless you have a specific, documented reason for silent capture.

PocketPing gives you the switch; using it compliantly is your call as the site owner.

Customer satisfaction (!csat)

Type !csat (or !rate) in the visitor's thread and the widget shows a compact 1–5 emoji rating card (😡 😕 😐 🙂 😍) with an optional comment. When the visitor submits:

• the score lands back in your bridge thread as a one-liner — ⭐ 😍 5/5 — "great help";
• a csat_submitted webhook fires;
• the rating is readable via the management API on the session (csat: { score, comment, at }).

CSAT also asks automatically depending on the per-project trigger:

Trigger	When the card is shown
On disconnect (default)	When the visitor leaves and an operator had replied — never an unanswered visitor, at most once per conversation
Manual only	Only when an operator types !csat
Off	Never auto-ask (!csat still works)

Turning it on

CSAT is off by default. Enable it per project:

Dashboard → your project → Settings → Customer satisfaction (CSAT).

The rating uses the industry-standard CSAT% = ratings ≥ 4 ÷ total.

Adding your own commands (self-hosted)

Operator commands are defined in a small registry, so adding one is a single object — no dispatch wiring to touch:

// lib/bridges/commands.ts
const COMMANDS = [
  // …existing commands…
  {
    name: 'note',
    aliases: ['n'],
    summary: 'Attach a private note to this session',
    run: async ({ sessionId, args }) => {
      await saveNote(sessionId, args.join(' '))
      return { handled: true, reply: '📝 Note saved.' }
    },
  },
]

Each command receives { sessionId, operatorName, sourceBridge, args } and returns { handled, error?, reply? }. The reply is sent back to the operator; !help picks up your new command automatically.