Changelog-2026.6

01 Channel Capability Optimization: Upgraded Synchronization of Instagram Authorization and Telegram Group Messages

This update optimizes the Instagram and Telegram App channels.

Linking your Instagram account is now simpler: Previously, linking your Instagram account required going through a Facebook page; now you can directly authorize and link your Instagram account, making the process more intuitive and easier to integrate new accounts.

Telegram group messages are automatically synchronized: When the profile picture or name of a Telegram group or channel changes, the SaleSmartly backend information will also be updated accordingly. This makes it easier to identify the source of different conversations and reduces the cost of manual verification.

INS integration

Use cases:

This update significantly reduces repetitive tasks when your team needs to add new Instagram accounts or manage multiple Telegram groups and channels simultaneously. Instagram account linking is more direct, and adding new accounts is easier; Telegram group and channel information remains updated, making it clearer for customer service to identify different customer sources in the backend, and simplifying daily management of multiple channels.

02 AI Member Reception Experience Optimization

This update optimizes the reception experience after AI members participate in the conversation.

Customer message notifications are now clearer: Previously, after an AI member responded, it might have been difficult for human customer service representatives to determine whether a customer message still needed attention. With this optimization, whether a customer's message has been read will be determined by whether a human customer service representative has viewed it. Even if an AI member has responded, the message will still receive an unread notification as long as a human customer service representative hasn't viewed it, helping them promptly identify inquiries requiring follow-up.

The transition from AI to human assistance is smoother: When an AI member encounters a problem it cannot solve during the process, the system will transfer the conversation to an unassigned state and hand it over to a human customer service representative according to the team's existing system assignment rules. This allows the conversation to continue flowing to a suitable human member even when it is uncertain which customer service representative is currently available, reducing the cost of manual judgment and transfer.

Use cases:

After the AI team handles a customer's basic inquiry, if the customer continues to ask more complex questions, a human customer service representative can still promptly detect the conversation through unread notifications, preventing the AI from assuming no follow-up is needed simply because it has already responded. If the AI team is unable to continue handling the situation, the conversation can be returned to the unassigned queue, where the system will then assign a human customer service representative to handle it according to its rules, making the transition between AI assistance and human service more seamless.

03 AI Member Capability Upgrade

This update optimizes the capabilities of AI members, allowing businesses to schedule service times more flexibly and view the source of AI responses more easily when using AI-assisted customer service, thus helping human customer service representatives better identify and follow up on customer issues.

AI employees can be scheduled: businesses can assign corresponding service hours to AI employees based on actual customer service needs. For example, during off-peak hours for human customer service, AI employees can handle basic inquiries; when human customer service is online, they can work with the team to answer frequently asked questions, reducing the pressure of handling repetitive inquiries.

Easier to view AI message sources: After an AI member sends a reply, customer service representatives can click "View Source" in the message operations to see the knowledge content referenced in the reply. By understanding the basis of the AI's answer, businesses can more easily check the accuracy of the reply, optimize the knowledge base content in a timely manner, and continuously improve the quality of AI responses and customer service effectiveness. (Note: Currently only Helpknow AI is supported)

AI member scheduling

AI news source viewing

Use cases:

When customers inquire about product features, pricing policies, or operational procedures, the AI team will respond based on existing knowledge. Businesses can subsequently use the "View Source" function to understand which knowledge base the AI referenced, assess the accuracy of the response, and determine if further explanation is needed. If the answer is found to be incomplete, the corresponding knowledge base content can be optimized in a timely manner, ensuring that future AI responses are more accurate and better aligned with business needs.

04 Marketing Capability Upgrade

To help businesses expand their customer reach and improve the conversion efficiency of their marketing campaigns, we continuously improve our marketing capabilities.

New SMS Marketing Feature: Supports reaching customers via SMS, suitable for scenarios such as event notifications, promotional reminders, and customer reactivation. Businesses can tailor their messaging to their specific business rhythm, sending more timely reminders to customers and improving marketing reach efficiency. Sending SMS messages will incur costs; businesses can view the estimated costs and confirm sending before sending. (Note: Only approved SMS templates can be sent in bulk.)

The new version of the redirect link supports short links: Now, when generating redirect links, the system will directly generate short links without any additional conversion. Compared to long links, short links are more concise and more suitable for scenarios such as SMS messages, social media bios, and advertising creatives, making them easier to share and promote.

SMS marketing

New version of the distribution link

Use cases:

When businesses need to promote new products, send limited-time offers, or reactivate dormant customers, they can quickly reach customers via SMS to promptly deliver event information and service notifications. Simultaneously, businesses can use referral links to direct customers from different channels to corresponding inquiry portals, facilitating follow-up and conversion, and making the customer outreach and reception process smoother.

05. Expanded Integration Capabilities

To facilitate businesses in bulk accessing and managing TikTok personal accounts, this update adds support for the TikTok personal account agreement, helping teams to more efficiently complete account integration and unified management.

Added TikTok Individual Account Integration: Supports batch integration of TikTok individual accounts via an agreement, reducing the operational costs of configuring each account individually. When businesses need to manage multiple TikTok individual accounts, they can complete the integration more quickly and manage and host them uniformly within SaleSmartly.

TK Protocol Login

Use cases:
For teams operating multiple TikTok personal accounts, there's no need to integrate and maintain each account individually. Batch integration via a protocol allows for more efficient management of multiple accounts, reduces configuration costs, and facilitates unified customer service and operational processes.

06 WhatsApp product catalog launched

To enable customer service representatives to recommend products more efficiently in WhatsApp conversations, the WhatsApp API (TP number) channel has added the ability to send product catalogs. When recommending products in online chat, customer service representatives can select products or catalogs from their linked product catalogs and send them to customers, making product display clearer and the recommendation process more convenient.

Support for sending WhatsApp Catalog products: In WhatsApp API (TP) conversations, the recommended products section now includes a WhatsApp Catalog product selection option. Customer service representatives can choose products from the synchronized catalog to send to customers. Product information will be displayed in card format, including images, names, prices, and descriptions, allowing customers to understand the products more intuitively.

Supports search, multi-selection, and batch sending: When there are many products, customer service can quickly find the corresponding products through search, or select multiple products at once to send in batches, reducing the repetitive operation of searching and sending one by one. It is suitable for scenarios such as recommending multiple products, introducing promotional products, and customer product selection.

Supports sending product catalogs: In addition to sending single or multiple products, customer service representatives can also send a catalog of currently selected products, allowing customers to easily browse overall product information. For accounts that have already linked their WhatsApp Catalog and have product data, product recommendations will be more focused and clear.

Use cases:
When customers inquire about product styles, prices, or promotional items via WhatsApp, customer service representatives no longer need to repeatedly copy product information, send individual images, or manually compile recommendations. They can directly search and select catalog products within the chat window and send them to the customer all at once. For cross-border e-commerce teams with a large number of product SKUs and frequent product selection recommendations, this reduces repetitive operations for customer service, makes product recommendations more intuitive, and streamlines the customer's inquiry and product selection process.

07. Smarter Speech-to-Text Recognition

To improve the efficiency of customer service in handling voice messages, the voice-to-text capability has also been optimized. The system can automatically recognize the language based on the voice content sent by the customer and convert it into text, reducing the time customer service representatives spend manually judging and repeatedly playing voice messages.

Automatic voice language recognition: When customers send voice messages in different languages, the system will automatically recognize the language and transcribe it, eliminating the need for customer service representatives to manually select the language in advance.

Use cases:
When customers habitually use voice to describe their needs, inquire about products, or provide feedback, customer service representatives can quickly review the content via voice-to-text conversion, eliminating the need to repeatedly play the audio to confirm key points. This also reduces the need for manual language analysis when encountering customers speaking different languages, helping customer service representatives understand customer needs more quickly and respond promptly.

08 Upgrade of Channel Integration Capabilities

To make it easier for businesses to handle account handover and maintain group member information, we have optimized the cloud device channel and WSApp group member information synchronization capabilities, reducing the cost of repeated access and manual verification.

Cloud device transfer support: All cloud device channels now support a "transfer" function, allowing active accounts along with devices, IPs, and proxy information to be transferred to other projects . Note: Only active accounts are supported; contact and session data will be retained from the original project, but members, automations, and notes will be reset . A new transfer must be initiated to return to the original project.

WSApp group member information supports manual refresh: When a WSApp group member's avatar or name changes, it supports manual refresh and synchronization. When customer service staff view group member information, they can obtain the updated avatar and name, reducing the identification cost caused by inconsistencies in information.

Transfer cloud devices

Manually refresh WSApp group member information

Use cases:
When an enterprise has multiple projects or teams and needs to adjust the ownership of cloud hosting accounts between different projects, it can quickly complete the migration through account transfer, reducing the need for repeated device configuration. In WSApp group chats, when group member information changes, customer service representatives can also manually refresh avatars and names to ensure they see the latest member information.

09 Online chat experience optimization

To help customer service representatives find target customers more quickly when handling a large volume of conversations, we have optimized the online chat view filtering capabilities and AI member message display to help the team improve daily reception efficiency.

The online chat view offers more flexible filtering options: The online chat view supports more conditional criteria for filtering by visitor tags, social media accounts, and service personnel, such as "yes," "no," "empty," and "not empty . " Customer service representatives can more accurately target customers based on their actual service needs when filtering conversations.

AI member message reply format compatibility upgrade: When AI members reply to messages via HelpKnow or Webhook, they now support more types of content, including images, videos, audio, and attachments. This makes AI replies no longer limited to plain text and suitable for scenarios such as sending product images, operation videos, voice instructions, or documents.

Filtering criteria

AI response

Use cases:
When customer service representatives need to quickly find target customers from a large number of conversations, they can use more refined filtering based on visitor tags, social media accounts, and reception members. For conversations handled by AI members, the AI can also respond with images, videos, audio, or attachments based on customer questions, such as product images, instructional videos, or after-sales materials, providing customers with more complete information and facilitating follow-up by human customer service representatives.

10. API Development Capability Expansion

To meet the growing needs of businesses for customer tag management and channel data synchronization, this update further expands the API interface capabilities, making it easier for teams with development capabilities to connect SaleSmartly with internal CRM, membership systems, data dashboards, and other platforms.

Customer Management API adds visitor tagging capability:
It supports creating, editing, and deleting visitor tags and tag categories via API , making it convenient for enterprises to synchronize and manage customer tags.

The integrated management API now includes LINE channel data.
It supports obtaining LINE official account and LINE App cloud device information via API , making it convenient to view channel account status and basic data in a unified manner.

Use cases:
When businesses already maintain customer segments in their internal CRM, membership, or marketing systems, they can use the API to synchronize tags and tag categories to SaleSmartly, reducing repetitive manual maintenance. For teams operating both the official LINE account and LINE App cloud devices, the API also allows them to obtain account access and connection status, facilitating unified monitoring of channel performance from the internal backend and improving data management efficiency.