Contact Synchronization
1. Synchronize all contacts
In Settings - Messenger & Comments, you can now synchronize all the contacts on your homepages with one click, which is quick and convenient.
Usage scenario: If you have integrated multiple Facebook homepages in SaleSmartly, and you need to synchronize all the contacts in these homepages, you can click "Sync all contacts" to synchronize them in one click without repeating the operation!
2. Support deleting contacts
In Contacts, you can now delete contacts. Even if a customer is deleted, their conversation records are still kept in Conversation Management, and you can initiate a chat with them.
Usage scenario: After you import contacts, if you find that the imported user information is incorrect, you can delete the contact and import it again.
3. Display the user's local time
In the Online Chat user information column, you can view the local time of the Messenger user.
Usage scenario: Some users are in a different time zone from you. By using this feature, you can check the user's local time to avoid disturbing the user at inappropriate times (such as sleeping at night or during lunch break).
4. Add members quickly by using account and password
In Settings - Team, you can now quickly add members by account and password, quickly create member accounts, and bind them to your project.
Usage scenario: If your members do not have email addresses and it is inconvenient to add members using the "via email" method, you can use the account and password method to conveniently add members. You do not need the other party's email address, you only need to customize the account name & password to add members.
5. Display the last reply time
In Online Chat, the last reply time is now displayed. If checked, the time of the last message in the conversation will be displayed.
Usage scenario: With this function, you can see the time of the last message in the conversation (including visitor messages or messages sent by customer service, messages sent by humans & robots, and messages sent within or outside the platform).
6. WhatsApp supports template selection
In Online Chat, for WhatApp channel conversations, if the conversation time exceeds 24 hours, you can now use templates to send messages. Templates need to be applied for from the Twilio backend, the process is simple, and approval is generally completed within 24 hours.
Usage scenario: With this function, you can break through the original time limit of WhatsApp official message sending. As long as you apply for a template, you can continue to send messages to customers, which will help further improve customer conversion rate.
7. Instagram supports replying to conversations within 7 days
In the Live Chat area, for Instagram channel chats, you can now reply to conversations within 7 days.
Usage scenario: It can break the original 24-hour time limit, giving you more time to reply to customers and effectively increase the order conversion rate.
8. Optimize action Assign customer service
In Automation, when you select Action, after selecting the Assign Customer Service action, you can now assign customers to selected customers from top to bottom. If a customer service representative is offline or exceeds the reception quota, the customer service representative will still be assigned to the corresponding customer service representative.
Note: This action only takes effect on unassigned/managed sessions, and assigned sessions are not affected.
Usage scenario: You can assign a customer service group to handle a specific customer group and assign them in turns.
9. Message preview shows the latest plugin messages
In Settings - Chat Plugins, find the plugin you want to edit and click "Edit Plugin". You can now set a preview to display the latest unread message.
Usage scenario: You can preview the visitor's latest messages in real time.
10. Support pinning assigned sessions
In Online Chat, you can now pin assigned conversations. Bot-hosted and unassigned conversations do not support pinning. Only "assigned" conversations can be pinned, and the pinning operation only appears in the Assigned - My conversation list.
Note: A maximum of 15 sessions are supported.
Usage scenario: Highlight a conversation with visitors, allowing you to quickly find the target conversation.
11. Quality inspection and analysis of segmented channel accounts
In Customer Service Center - Quality Inspection Analysis, you can now view the quality inspection analysis of accounts under specific channels.
Usage scenario: If you have multiple accounts on a certain channel, you can view the relevant quality inspection data of a specific account under a certain channel. Viewing the relevant quality inspection data of each account under a channel in detail allows you to compare the data between different accounts vertically.
12. Added Message Broadcast module
Under the Marketing Center, the Message Broadcast module is now added. In this module, you can send group messages to WhatsApp users, and support sending message templates to customers in the WhatsApp channel whose session time exceeds 24 hours. After sending the message template, you can also view the data related to the number of people who planned to send, the number of people who have sent, the number of people who successfully sent, and the number of people who failed to send, as well as view the planned sending status. If the sending fails, you can also view the reason for the failure.
Based on the above data, customers can clearly understand the reach rate of the content they send, find out the reasons for non-delivery, and adjust the sending plan in a timely manner.
Note: This feature currently supports WhatsApp channels, and will support Messenger, Line and chat plug-ins in the future.
13. WhatsApp template insert variables
In Marketing Center - Message Broadcast, you can now insert variables such as mobile phone number, email address, nickname, etc. when editing message templates to customize the customer address.
Usage scenarios: Close the distance between you and customers, stimulate their sense of familiarity, eliminate their vigilance, and thus increase conversion rates.
14. Support blocking WhatsApp users
In Customer Service Center - Quality Inspection Analysis, you can now view the quality inspection analysis of accounts under specific channels.
In Online Chat, Contacts, and Conversation Management, you can now block contacts in the WhatsApp channel. Check Add to Blacklist in the lower right corner of the chat interface to block the user. After adding the user to the blacklist, when the user sends messages in the future, SaleSmartly will no longer receive messages from the user.
Usage scenario: Block malicious harassment WhatsApp contacts.
