Changelog-2026.9

1. Added social media tag function

To make it easier for businesses to categorize and search their large number of social media accounts, we have upgraded our tagging capabilities.

New social media tagging feature: Supports more granular categorization and management of social media accounts by creating new social media tags . In addition to differentiating accounts by social media channel, you can also add tags to different accounts based on the team's actual business, facilitating quick identification and management later.

Add social media tags

View social media tags

Use cases:
When a company manages a large number of social media accounts, it can add tags based on business, region, team, or account purpose to reduce the need for searching and filtering one by one.

02 Workflow Capability Upgrade

To enable businesses to build more flexible automated processes based on different business scenarios, this update further expands workflow branching and customer screening capabilities.

The workflow now features a new "random branch" feature, which allows customers entering the process to be randomly assigned to different branches according to set rules. This makes it easier for businesses to execute different follow-up processes for different customers.

The advanced customer screening criteria have been further improved: the workflow now includes advanced customer screening criteria, which can be set by combining more customer attributes and behavioral information to more precisely screen customers who meet the requirements and execute corresponding automated processes for different customer groups.

Random branch

Advanced Customer Screening

Use cases:

When businesses want to implement different operational strategies for specific customer groups, they can first use advanced screening to identify eligible customers, and then use random branching to guide these customers into different subsequent processes, such as implementing different promotional offers, follow-up pacing, or outreach strategies. This reduces indiscriminate execution and allows for flexible configuration of multiple processing methods within the same workflow, making automated operations more refined.

03 Telegram App Messaging Capabilities Upgraded

To meet the needs of sending more types of files in the Telegram App scenario, this update further expands the scope of attachment support.

The Telegram app now supports sending more attachment formats: JSON, PDF, ZIP, MP3, OGG, M4A, MP4, MOV, WEBM, MKV and other formats are supported, with a single file size not exceeding 20 MB , meeting the needs of sending different types of files such as documents, compressed files, audio and video.

Use case: When customer service representatives communicate with customers via the Telegram App, they can directly send product information, quotation documents, compressed files, audio and video content, etc., without having to send files separately through other tools, making the sending of information and communication with customers smoother.

04 Online chat experience optimization

To make it easier for customer service staff to understand the source of customers and to view and process chat messages in a way that they are accustomed to, we have optimized the customer details and chat view.

The customer details section now includes an ad tracking feature: An "Ad Tracking" entry has been added to the customer list details and session details . The system will mark the ad a customer first visited and retain records of every subsequent ad visit , allowing the team to understand which ad initially brought the customer in and which ads they revisited. The most recently visited ad will be displayed first in the customer details.

TikTok Ad Message Recognition: After authorizing your TikTok ad account in 【Connections】-【App Store】-【Ad Platform】 , SaleSmartly can identify customer messages that are directed to WhatsApp or Messenger by TikTok ads and display the corresponding ad information in the conversation, making it easier for customer service to understand which ad the customer initiated the inquiry through.

The custom chat view now includes a quick filter bar: users can directly select common criteria such as "All" and "Unread" at the top of the conversation list without having to repeatedly open the filter panel, making it easier for customer service staff to quickly find conversations that need priority processing.

Advertising trajectory information

TikTok Ad Recognition

Use cases:
When businesses direct customers to WhatsApp or Messenger for inquiries via TikTok ads, customer service representatives can directly see which ad the customer came from. If the customer subsequently re-enters through other ads, they can also trace the source of those ads through the ad tracker. When dealing with a large number of conversations, quick criteria such as "unread" and "unreply" can be used to prioritize customers who require follow-up.

05 AI members added OpenAI access

To give the team more options when configuring AI members, OpenAI has been added to the list of third-party AIs.

AI members can access OpenAI: When configuring third-party AI, AI members can choose OpenAI Assistant to provide capability support.

Access Open AI

Use cases:
When a team wants to choose different third-party AIs based on its own business needs, it can connect to OpenAI when configuring AI members to serve as a source of AI capabilities for daily customer service.

06. Collaborators added to online chat sessions

To allow AI members to participate in customer communication while preserving the original customer service relationship, we optimized the online chat sessions.

Online chat sessions support adding collaborators: Customer service representatives can add AI members as collaborators to the session to assist in replying to customer messages. The original receptionist remains unchanged and continues to be responsible for the session.

Add collaborators

Use cases:
When a salesperson is following up with a customer and wants AI to help answer common questions, they can add the AI to the conversation. The AI will participate in the responses, while the salesperson remains responsible for customer relationships and follow-ups, without needing to hand over the conversation.

07 Upgrade Workflow Automation Capabilities

To enable businesses to handle advertising leads more flexibly and to promptly hand over sessions requiring human intervention to relevant team members, we have further improved the triggering conditions and execution actions of the workflow.

WhatsApp API (TP number) adds a new advertising conversion reporting action: The workflow now includes a reporting action that allows businesses to send confirmed leads, orders, or transactions from SaleSmartly back to Meta. This helps businesses understand whether customers brought in by message ads have made further conversions after inquiring, providing a reference for ad performance analysis and campaign optimization.

The workflow now includes a new "Add Collaborator" action: AI members can be set to join the conversation within the workflow. When the workflow reaches this node, the AI member will join the conversation as a collaborator and participate in customer responses, while the original receptionist remains responsible for follow-up.

A new "Conversation Tag Change" trigger has been added to the workflow: When a customer's conversation tag is changed or deleted, the system will automatically execute the pre-set corresponding workflow, allowing customers with different tags to enter the corresponding follow-up process.

WhatsApp Ad Reporting

Add collaborators

"Session Tag Change" Trigger

Use cases:
When a customer inquires through a Meta ad on WhatsApp, businesses can submit follow-up confirmations of the conversion event in the workflow to understand whether the customer brought in by the ad has further become a lead or completed a purchase. In daily interactions, businesses can also preset follow-up processes after changes to conversation tags, and when AI assistance is needed for responses, AI members can be added to the conversation through the workflow, allowing the original contact person to continue handling customer follow-ups.

08 Data Analysis: New Ads, New Customers

To help businesses better understand how many new customers their advertising brings in, a new metric, "Number of New Customers from Advertising," has been added to the data analysis.

New Customers from Ads: Select "Ad Flow" in "Customer Creation Source" to view the number of new customers created through ads, providing data for reviewing ad customer acquisition performance.

Ad Flow

Use cases:
When reviewing advertising campaigns, operations staff can check the number of new customers generated by the ads to understand how many new customers the ads brought to the business, and use this as a reference for future campaign adjustments.