Chat List Optimization
1. Online Chat List Optimization
In Online Chat, in the chat interface with customers, the customer information column now supports adding notes to customers and manually adding/editing customer phone numbers and email addresses.
Usage scenario: This function allows you to set a user's note name and display the note name in the chat list. You can quickly find the target user through the note name.
The added or modified customer's note name, mobile phone number, and email address will be synchronized to Contacts and Conversation Management. In Contacts, you can filter by note name to find your target customers.
In the chat interface with customers, you can set whether to display the visitor label in the online chat list and whether to display the note name first. (Note: This conversation list setting is only valid for the current customer service account)
2. Session Management Related Optimization
In Session Management, you can now view session records based on customer service reception time/receptionist. A data dashboard is also provided, allowing you to clearly see the "Number of ongoing sessions", "Number of ended sessions", and "Total number of sessions" under your project, and "Ongoing sessions" and "Ended sessions" modules are also provided. Ongoing sessions display the assigned session records, where the number of session messages, visitor messages, customer service messages, and first ring duration are updated every 1 hour.
For the permission settings of "session tag management" and "view my/all data", you can check the permissions you want to set in Settings - Team - Edit permissions.
Usage scenario: If you only want project members to view the conversation records they have hosted, you can set View personal data in the permissions section, and you can also clearly see the ongoing and ended conversations.
3. Synchronize FB Homepage Contacts
In Settings - Channels - Messenger & Comments, click "Facebook Homepage" and select the homepage you want to sync contacts with. Click "Sync Contacts" to sync "nearly 100 contacts" or "all contacts" in the homepage to SaleSmartly (contact information and nearly 20 chat records of each contact will be synced).
(Note: To synchronize all contacts, please contact our official customer service)
Usage scenario: With this feature, the contacts on your Facebook homepage can be synchronized to SaleSmartly, making it easier for you to reply to chats, send group messages/emails, etc.
4. Messenger Replies to Messages Within 7 Days
It now supports direct replies to visitor messenger messages within 7 days. After a conversation in Messenger exceeds 7 days, when customer service enters a message in the chat box, they need to select the content type related to the content to send it together, that is, select "Confirm event update/after-sales update/account update".
Note: Please be sure to send messages with content relevant to the content type, otherwise there may be a risk of official ban.
5. Email Notification for Timeout and No Reply
In Settings - Online Chat - New Message Notification, the Email Notification switch setting is now added. After it is turned on, if the customer service does not reply to the visitor's new message within the time you set, an email will be sent to notify the corresponding receptionist. If the session is in an unassigned state, an email will be sent to all members under the current project.
Usage scenario: Applicable to notifying the receptionist/members under the project when the visitor's message is not responded to in time, so as to remind the members to respond to the visitor's message in time.
6. Robot Hosting Switch Settings
In Online Chat, you can now set the robot hosting status of assigned sessions in batches or all of them. If you want to turn off the robot hosting status in the conversation with certain visitors, you can use this feature.
Usage scenario: When customer service is online, the hosting status will be turned off for fear that automation will interfere with the ongoing conversation. When customer service is offline, the status can be set to hosted in batches, allowing the robot to automatically receive customers.
Batch switch: Select a session, click "Switch Hosting", and select the status you want to switch to. The robot hosting status of the selected session will be turned on or off uniformly.
Switch all: Click "Switch all hosting" to turn on/off robot hosting for all assigned sessions.
7. View Automated Process Data
In Automation, you can now view the relevant data of the automated processes you created, including the number of triggers, number of trigger users, participation, and completion rate, to help you analyze the triggering status of the automated processes.
Click "Number of Triggered Visitors" to view the details of the triggered visitor, such as the automation process status of a visitor (completed, not participated, participated), the number of triggers, the source of the channel, the trigger time, etc. Click the visitor's avatar to locate the visitor's chat.
- Trigger times: the number of times a visitor triggers the corresponding automation process trigger
- Trigger number: the number of visitors who triggered the corresponding automation process trigger
- Participation: the percentage of participants/triggered number. "Participants" refers to the number of people who participate in the automation process. After a visitor triggers the corresponding automation process trigger, he or she actively responds by clicking the message button, answering questions, filling in the email address (promotion card), etc., which means he or she participates in the automation process.
- Completion rate: the percentage of completed number of visitors/triggered number of visitors. "Completed number of visitors" refers to the number of visitors who have completed the automation process. When a visitor completes the final action of any branch of the corresponding automation process, the automation process is completed.
Usage scenarios: You can use automation data to compare and analyze the triggering of automation processes horizontally, so as to optimize the automation processes; you can also view the triggering and participation of visitors in a certain automation process, and take marketing measures accordingly, such as "private chat" and "send promotional emails".
8. Optimization of Visitor Failure to Respond After Timeout
In the Automation module, when setting the trigger Visitor timed out and did not reply, you can now distinguish between "new visitors/old visitors" and select the effective session status such as "hosted session/unassigned session/assigned session". At the same time, you can also set to enable "off-platform triggering". After enabling it, when the customer service replies to the message outside the SaleSmartly platform (i.e. the original social media platform), if the visitor does not reply, the process will also be triggered.
Usage scenario: You can set different recall/retention scripts for new and old visitors who have not responded within the time limit.
