Changelog-2026.3

1. Team View: Smarter oversight for supervisors

To help admins monitor live agent conversations more efficiently, we've introduced a new Team View in the new chat dashboard, along with optimized filters.

Team‑only view: When enabled, bot chats and unassigned conversations are automatically filtered out. You'll only see live chats currently being handled by your team members.

Workload at a glance: When filtering by agent, you can now see each member's online status and active chat count. Supervisors can assess team capacity in real time and assign tickets accordingly.

👀 Before vs. After:
Then: squinting at "All Chats" to pick out human conversations.

Now: switch to Team View and instantly see every active customer chat. Response quality monitoring is now precise.

Team View

Filter by agent with live chat count

2. Quick Replies Stay Open: One click, always there

We've flipped the logic of Quick Replies from "open on demand" to "always on" for high‑volume rep sessions.

Persistent across chats: Once you open the Quick Reply panel, it stays open even when you switch between different customer conversations on the left. Select and send with no re‑opening required. It shaves seconds off every interaction.

👀 Before vs. After:
Peak hours, same scripts, different customers.

3. LINE Emoji Support: Native expressions, no more garbled characters

We've taken LINE integration a step further by adding support for LINE's native emoji.

All LINE conversations inside the system now display emoji sent by customers correctly. No more squares or garbled text.

👀 Before vs. After:
In key LINE markets like Japan, Taiwan, and Southeast Asia, emoji carry tone.

4. Leave Internal Notes Without Customers Ever Seeing Them

No more screenshots. No more “quick context?” messages.

You can now switch to note mode directly inside the chat and leave messages only your team can see.

• Fully internal and completely invisible to customers
• Clearly separated from regular messages
• Supports text and emojis
• Saved as part of the conversation history

Need to revisit something later? All notes are searchable, so you can quickly find past context when it matters.

💡 Perfect for handovers, complex cases, or cross team collaboration.

Use case:
Agent A resolves a tricky issue and passes it to Agent B.
Instead of sending extra messages, they leave a note like:
“Customer agreed to reshipment. Please double check tracking.”

When B picks up the chat, everything is clear at a glance.

5. Messenger Templates, Now Easier to Manage

Cleaner structure. Better control. Less risk.

We improved how you manage Messenger notification templates so everything stays organized.

• Delete invalid or failed templates individually or in bulk
• Access is based on connected social accounts
• Templates set as global remain visible to everyone
• Filter by page to quickly find what you need
• Copy templates as long as you have viewing access

💡 Especially useful if you manage multiple pages at once.

New delete feature

Template permission management

Page account filter

6. See Exactly Which TikTok Ads Drive Conversions

From click to conversation to customer.

After connecting TikTok Ads, every incoming lead is automatically tagged and tracked.

• Identify which ad groups bring in conversations
• Track performance all the way to conversion
• Make decisions based on real data

💡 Finally, you can clearly see what your ad spend is actually doing.

7. LINE Personal Accounts, Now Fully Integrated

More personal conversations, without losing control.

You can now connect LINE personal accounts directly to SaleSmartly.

• Manage multiple personal accounts in one place
• No need to switch between devices
• Build stronger one to one relationships with customers
• Keep customer data even when staff changes

💡 Especially helpful for teams in Japan and Taiwan.

8. Send Files on Zalo

Because some things should not be sent as text.

You can now send attachments across chats, broadcasts, and automation flows.

• Support files up to 50MB
• Works across all messaging scenarios
• No format restrictions to worry about

💡 Send catalogs, quotes, or contracts in one step.

9. Clean up Even Active Messenger Templates

Because active does not always mean useful.

You can now delete templates that are still marked as valid.

• Remove outdated campaigns anytime
• Keep your template list clean and focused

💡 No more scrolling through templates you no longer use.

10. Messenger Broadcast Optimization: Now supports “template first, then audience”

To make broadcast workflows feel more intuitive, we've improved the process for Messenger utility templates.

Switch between send modes freely: When creating a broadcast, you can now toggle between “audience first” and “template first” modes.

Let content define your audience: In “template first” mode, pick a suitable marketing or subscription template from your library. The system will then match the exact customer list that can receive that content.

Use case: In the past, you might have selected a large audience only to find no usable template. Now you can let content decide your audience: pick your weekly promo template, and the system automatically filters customers who can receive it. Faster broadcast setup, smarter targeting.

11. Messenger Notification Rich Media Templates are here

To boost conversion on Messenger, notification messages now support richer formats.

New content options: Messages are no longer limited to plain text. When creating a template, you can switch between “text” and “image” modes. Use product posters or campaign banners to grab customer attention instantly.

Use case: For customer re engagement or new season launches, send a high impact product image that appears directly in the chat. No more forcing customers to click a link to see the visual. Higher ROI, right in the conversation.

12. Messenger Message Sync Improvements

To ensure accurate communication, we've enhanced the message sync mechanism for Messenger.

Real time edit sync: When a customer edits or modifies a sent message in Messenger, the updated content syncs instantly in SaleSmartly, with a clear “Edited” label. Your support team sees the change immediately.

Use case: Customers often tweak or correct their messages mid conversation. Now your agents don't have to double check the chat history. The system shows the final edited version directly, keeping both sides perfectly aligned for smoother, more reliable conversations.