1. Word Library Adds Voice Message Support
A new audio content module has been added to the Word Library. It supports uploading voice/audio files and setting up audio responses. Channel adaptation checks automatically filter out platforms that do not support audio.
Use Case: Brand support agents can use friendly voice messages to soothe customers inquiring about after-sales issues, effectively boosting satisfaction. This is also ideal for target demographics like elderly users, who may prefer listening to audio. Furthermore, businesses targeting multilingual markets can thoughtfully use welcome audio messages in different languages to bridge cultural gaps.
Add voice/audio to the word library
After clicking [Add Audio], jump to select the audio material in the material list
2. New Custom Field Formats Added
In Settings > Project Management > Custom Fields, two new formats have been added: Date Selection and Numerical Fill. The chat plugin form, the custom customer profile to the right of the online chat box, and the automated processes [Insert Variable Component] and [Update Customer Information] all support selecting date variables or 8-digit numeric values.
Use cases: For example, when a customer fills out a form through the official chat plugin, they can directly select a date or numeric value, and the data will be automatically synchronized to the SaleSmartly dashboard. Numeric fields are also forced to be in integer format to prevent errors. After creating an automated process, you can also automatically send customers a pre-set date, such as triggering a greeting message on a member's birthday. Date fields accurately drive personalized customer operations.
2. New Custom Field Formats Added
Two new formats, [Date Selection] and [Fill in the Value], have been added under [Set Up] > [Project Management] > [Custom Fields]. These are supported in chat plugin forms, the custom customer info panel in the live chat window, the [Insert Variable] component in Automations, and the [Update Customer Information] automation action for selecting date variables or 8-digit numbers.
Use Case: For example, when a customer fills out a form via the website chat plugin, they can directly select a date or input a number, and this data automatically syncs to the SaleSmartly dashboard. The number field enforces an integer format to prevent errors. After creating an automation, you can automatically send preset date-based messages to customers, such as triggering birthday messages precisely on a member's birthday. Date fields enable precise, personalized customer engagement.
Added [Date Selection] [Fill in the Value] custom fields
Chat plugin [Pre-chat survey] and [Off-line survey] optional fields
Online chat with customized customer information
Automated process [Insert system variable] and add custom fields
Automated process [Update customer information] Optional date and value fields
3. Material Library Video Preview Support
The library now features cover preview and video preview. Click a video in the library to play it directly without downloading it. This feature is especially useful for quickly identifying and using multiple uploaded videos in a collaborative team.
Use Case: The customer service team can directly open the video in the material library, preview the video cover, and open the video to browse the video, which greatly reduces the video selection error rate and accurately selects the appropriate material.
Preview video cover
Select Preview video directly
4. TikTok Business Account Supports Broadcasts & Automation Comments
A new multi-scenario automated process has been added to TikTok business account management, which supports the creation of group messaging plans (text/image/word library + variable insertion) and is compatible with automated comment processes (keywords trigger automatic replies to comments).
Usage scenarios: Users can quickly set up mass messaging plans for TikTok business accounts to save time. Furthermore, when users reply to keywords on TikTok business accounts, automated processes can be triggered to automatically reply to customers, achieving precise conversion of public domain traffic and 24/7 interactive hosting without the need for long-term human oversight.
Supports creating TikTok business account mass messaging plans
Support group messaging with TikTok business accounts
Support the TikTok business account comments automation process
Creating an automated comment flow on TikTok
5. Diversion Links Now Support TikTok App Accounts
New TikTok app account diversion channels have been added to the [Diversion Link] section, supporting three diversion rules: random, time period, and sequential. Multiple accounts can be linked to intelligently distribute consultation traffic. Random diversion redirects traffic randomly; time period diversion automatically switches between customer service shifts during different hours; and sequential diversion precisely distributes traffic according to a preset sequence. The [Chat Plugin] now integrates a portal and supports embedding diversion links.
Use Case: When TikTok inquiries surge, administrators can set the order of customer service A→B→C. New customers are prioritized to customer service A, and automatically transferred to customer service B when A is fully booked. Cross-border teams can configure diversion time zones based on global time zones. Nighttime inquiries from Europe and the United States can be automatically transferred to the Asian customer service account on duty, ensuring zero missed customers 24 hours a day and improving customer service load balancing efficiency.
Random diversion
Divide by time period
Divert in order
Plugin integration entry synchronization supports diversion link embedding
6. Views Module Adds Default Filters
The [View] module adds five default views: unread/did not reply/single chat/groups/do not disturb. It supports drag and drop sorting but cannot be deleted, helping customer service staff to quickly filter different types of conversations and view specific conversation status information under specified social media channels on demand, and penetrate key conversations with one click.
Use Case: When customer service representatives are faced with a large number of conversations, they can quickly use the [Unread] and [Did not Reply] views to precisely focus on pending customer messages, or use the [Groups] filter to quickly respond to group chat requests, significantly reducing manual search time. Especially in scenarios with multiple social media channels, viewing different channels in separate views improves message response efficiency and ensures that no communication is missed.
Added default view
After filtering by a specific view type, select to view the corresponding social media channel information
7. Customer List Import Adds Telegram App Channel
[Customer List] Added the Telegram App import customer function, which allows you to add batches/individual customers, support manual addition/file import, and tag customers during import to facilitate subsequent management and operations.
Use Case: If a company's Telegram app account is blocked, they can import contacts from the original account into a new one and continue conversations or group messaging, promptly notifying customers of changes and ensuring service continuity. This also allows operations teams to tag potential or active Telegram app customers and reach them in batches, improving operational efficiency and message delivery accuracy.
Manually add a single customer
Import customers in batches
8. AI Robot Supports Connecting Custom AI Agents
It now supports the option of connecting to a Custom Agents when creating an AI Robot. Users can configure the agent's Webhook address and key information in the App Store. After configuration, the agent can be used to automatically respond to specific social media channels, achieving code-free access to AI agents developed by the enterprise or built by third-party platforms.
Use Case: Technologically advanced companies can train and deploy AI models externally, then integrate them into SaleSmartly through the Custom Agent feature to achieve personalized control of intelligent responses. For example, integrating pre-built CRM recommendation agents or knowledge base Q&A agents can build a highly compatible intelligent customer service system, reducing repetitive training costs while ensuring information consistency and business flexibility.
Select [Custom Agent]
Jump to the App Store and add custom agents
Fill in the information to add a custom agent
9. Automations Add External Request Variable Condition
New [External Request Variable] has been added to automated processes. This means you can now set up automated processes to automatically follow different processes based on customer selections. Once you've set up these processes in the bashboard, the system will automatically determine and execute corresponding actions based on the customer's responses or actions. For example, if a customer clicks a preset menu option or submits a form, the system will identify their selection and automatically assign them to a different customer service representative or trigger a different message.
Use Case: When a company needs to dynamically assign service routes based on customer preferences, for example, if a customer clicks "1" for pre-sales and "2" for after-sales on a work order, the system can obtain the customer's selection through external requests and automatically assign the route to the corresponding customer service representative based on the criteria, without manual intervention. This not only improves customer diversion efficiency and accurately allocates manpower, but also helps companies build smarter service processes and avoid secondary communication costs caused by incorrect assignments.
Adding external request variables
Add external request variables/conditions separately
After creating the variable, automatically trigger the execution action based on the customer's selection
10. Email Broadcasts Support Variable Insertion
You can now insert multiple variables into mass emails, including name, phone number, email address, notes, message send time, and custom fields. The system will automatically replace the variables in the template with the corresponding information for each customer. This feature is available in [Mass Message], [Third Party Distribution], and [Email Template], and can be flexibly configured when editing mass email templates.
Use Case: When you need to send mass event notifications, holiday greetings, or welcome emails, you no longer need to manually fill in customer information for each email. Simply set the variables, and the system will automatically replace "Hello {{name}}" with "Hello Xiaojie" or "Hello Xiaojia," personalizing bulk emails and making them feel more personal, increasing open rates and engagement, without manual modification.
Insert variables in [Mass Message]
Insert variables in [Third Party Distribution]
Insert variables into the email template
11. Automatically Sync Contacts
After successfully integrating your social media account into SaleSmartly, the system will automatically sync your contacts and up to 20 messages (text/image/emoji messages) from your contacts, and will update them daily without any manual operation, except for plugins and corporate WeChat channels.
Use Case: When the number of corporate customers grows rapidly, the customer service team no longer needs to manually synchronize contact information. The system will automatically synchronize new customers and their messages to the SaleSmartly dashboard, ensuring that all customer information can be updated and centrally managed on time, greatly improving response efficiency and team collaboration fluency.
Automatically sync contacts and their messages
12. Customer List Custom Fields Support Advanced Filtering
In the Advanced Filter section of the Customer List, you can now use custom fields as filter criteria. You can set conditions such as "Value Contains," "Has a Value," or "Equals a Range" based on the field type. Supported field types include text input, drop-down selection, numeric value entry, and date selection, allowing for a flexible combination of different filter dimensions (customer information and custom field filtering cannot be used simultaneously).
Use Case: When companies need to follow up or tag specific customer groups, they can quickly locate target customers through custom field filtering. For example, they can filter for customers whose "registration time is within a certain range" or "have filled in industry information" and directly view the corresponding conversations without exporting data for additional filtering. This not only improves screening efficiency but also makes marketing more focused and operations more efficient.
Add custom fields
Select the corresponding field
Add conditions
13. Automations Support Sending Image and Text as a Single Message
When setting up automated processes for chat plugins, Telegram apps, Telegram bots, WhatsApp apps, and Messenger, the system supports combining images and text into a single message, eliminating the need for separate text and image content. Images without text descriptions will be sent as images.
Use Case: When companies use automated processes to send product introductions, tutorials, or event promotions, they can push images and text descriptions at once. Customers can also get the text descriptions when they see the images, avoiding content disconnection or misunderstanding, and improving the integrity and professionalism of information communication.
Click to upload image
Enter a text description below the picture, and the picture and text description will be combined into one message
14. Online Chat Member Component Displays Online Status
In the [Chat] template, a new member status display has been added, which allows you to check whether each customer service representative is currently online, busy, or offline, and you can view the status of personnel in real time in [Member Screening] and [Group Filter].
Use Case: When the team needs to coordinate shifts or temporarily arrange customer reception, the administrator can quickly view the real-time status of each customer service representative in the chat interface without jumping to the team management page, and promptly determine whether the reception arrangement needs to be adjusted. This avoids missing customer consultations due to a member being offline, ensuring service continuity and balanced distribution.
Quickly check members' online status
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