1. Add reply data to the group messaging plan
In [Mass Message Plan] - [Mass Message], the number of message replies and the reply rate for each mass message plan have been added.
Usage scenario: With the addition of "message replies" and "reply rate" data, users can more intuitively see the level of interaction and audience participation of each group message. This will help users understand which content is more attractive to customers and adjust communication plans more accurately to improve the attractiveness and interactivity of messages.
2. WhatsApp and Telegram channels display edited information
In [Online Chat], if the message sent by the other party through WhatsApp or Telegram channels is edited, the system will display the "Edited" icon and show the specific editing time of the other party.
Use cases: Users can instantly identify changes made by the other party on WhatsApp or Telegram, ensuring transparency of communication and accuracy of information. Displaying the "edited" logo and specific editing time also helps maintain the integrity of the conversation between the two parties and avoid misunderstandings and information gaps.
3. Added mobile phone number and email search to the online chat search box
【Online Chat】The search box now supports searching by mobile phone number and email address.
Usage scenario: In addition to the original name/note search, the online chat search box now has new mobile phone number and email search options. After entering a keyword, the default search is still by name/note, and search suggestions will appear, allowing users to choose to search by mobile phone number or email. The system search supports fuzzy matching, and all account session information related to the keyword will be displayed in the list.
4. Added order management in the session information bar
A new Order Management column has been added to the conversation information column of Online Chat, where employees can add order information for each customer.
Usage scenario: When a customer places an order, employees can quickly add the customer's new order information to the order management system. The order status can also be easily updated during subsequent service follow-up. This process allows employees to easily grasp each customer's order history and current situation when communicating with customers. It ensures that employees can quickly obtain key order information during instant conversations, thereby providing customized and more efficient services. The customer service team can also quickly query orders and update progress during after-sales service to solve customer-related problems, greatly improving service efficiency and quality.
5. Reception member screening supports filtering through custom groups
Added support for filtering reception members by custom grouping in [Session Management] and [Large Report].
Usage scenario: The custom grouping and filtering function can accurately monitor the number and quality of conversations of different customer service groups, thereby optimizing decision-making and resource allocation. It not only improves the competitiveness and collaboration of the team, but also makes performance evaluation clearer, further motivating the customer service team.
6. WhatsApp personal account on mobile supports sending business cards
Add a new contact to send in the SaleSmartly mobile app. Click it and enter the name and phone number in the pop-up window to send a WhatsApp business card message.
Usage scenario: After sending a business card, the other party can directly click on the business card to add a contact. Compared with the previous cumbersome steps of copying the mobile phone number and then searching to add it, the direct jump to add method is now more convenient and simplifies the entire process. This improvement not only saves users' time, but also reduces the trouble caused by operational errors. With the one-click add function, the recipient can seamlessly save the sender's contact information to his or her own address book, greatly improving the efficiency of information exchange.
7. The time unit of automatic session termination is accurate to the minute
In [Project Management] - [Session Settings], the time for automatically ending a session can be accurate to minutes and hours.
Usage scenario: The time for automatically ending a conversation is updated to the minute and hour instead of the previous calculation of days. This change allows conversation backlogs to be resolved quickly, preventing long-term unprocessed conversations from piling up, thereby avoiding congestion and affecting new or active conversations. Enterprises can flexibly set the end time based on real-time customer service needs and traffic conditions to optimize customer service resource allocation and improve response efficiency.
8. Webhook can filter new message notifications
In [Project Management] - [Enterprise Development Settings], Webhook new message notifications support the options of receiving only messages sent by customers, receiving only messages sent by members, and receiving messages sent by both customers and members.
Usage scenarios: Webhook new message notifications support the option of receiving only messages sent by customers, only messages sent by members, or messages sent by customers and members, which improves the efficiency of message management and allows team members to filter the most relevant notifications based on their job responsibilities, reducing information overload. It also enhances response speed, ensuring that key information can quickly reach the appropriate recipients and improve service quality.
9.Automated actions to add and update customer information
In [Robot] - [Automated Process], automated actions can be automatically processed by robots to update customer information.
Usage scenario: Automatic processing and updating of customer information can be processed immediately after the customer information is changed. Once any change in customer information is detected, the system can immediately operate to ensure real-time synchronization and integrity of data. In addition, the automated system can also largely eliminate errors that may occur during manual operation, thereby improving the reliability of data processing. Its uninterrupted operation also means that enterprises can achieve 24/7 customer information update services without working hours restrictions.
10. Added reception time screening for large reports
In the [Large Report], a new filter condition has been added: filtering by reception time.
Usage scenario: The newly added "reception time" filter condition in the large report significantly improves the convenience of the customer service team in locating service session information. Compared with the previous filtering by session generation time, the addition of this function enables customer service personnel to quickly find relevant session records based on the specific time period of actual reception. When quality inspectors need to review customer service sessions, they can also directly use the reception time as the filtering basis, so as to more efficiently evaluate and monitor service quality.
11. Quickly locate and jump to the quoted message
In [Online Chat], after quoting his/her own/the other party's message, the user can click the "View Quote" button to access the detailed content of the quoted message.
Usage scenarios: The newly added function of viewing reference information improves the coherence of the conversation, allowing users to quickly trace back to the context of the conversation and understand the specific background of the information. This is especially important in long threads or multi-person chats, because users can easily locate previous discussion points, avoiding repeated inquiries or misunderstandings. This function also enhances the convenience of information management, and users do not have to scroll manually to find, saving time and improving the efficiency of communication.
12. Group @bot messages can automatically reply
In [Robot] - [AI Robot], you can enable the robot to automatically respond and reply to messages when customers @ a social media account with a robot in the group. Currently, only Telegram App and WhatsApp App channels are supported.
Usage scenario: When there are customers @bots in Telegram and WhatsApp groups, AI robots can recognize the other party's conversation content and respond quickly according to the settings, ensuring that customers' questions and needs are promptly addressed and answered, improving the immediacy and efficiency of customer interaction. You can use AI corpus, ChatGPT, Coze and other software to configure AI robots, and enable group chat robots to enable quick replies.
13. Add currency unit to order amount in form management
In [Customer Management] - [Form Management], the order amount is now displayed in a new currency unit. The currency unit is displayed based on the currency type when the order information is created.
Use scenario: Many overseas sellers run cross-border businesses involving multiple markets, and the amount of each order is often calculated in local currency, which can easily lead to confusion of amounts due to exchange rate differences when managing multiple websites or accounts. Therefore, clearly displaying the currency unit of the order not only helps employees accurately grasp the actual value of each transaction, but also avoids misunderstandings and calculation errors caused by inconsistent currencies.
14. Session management adds time and member filtering
In [Customer Management] - [Conversation Management] - [Search Chat Content], a new function is available to perform refined filtering based on the time when the message was generated and the team member.
Use scenarios: Adding time and member filters can help customer service teams quickly locate conversations within a specific time period or quickly track customer history information of specific team members. In addition to the function of accurately locating information, it also provides managers with a convenient tool to monitor and optimize team conversations to ensure the continuity and high quality of customer relationship maintenance.
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