Online Chat Updates
1. Online Chat Features
1.1. Mark Conversations as Unread
In Online Chat - Conversation List, you can now mark conversations hosted by robots and in assigned lists as unread. If there are many conversations to be marked, you can also mark them in batches.
Usage scenario: If a merchant has viewed a visitor's conversation message but is too busy to reply immediately, this operation can be used to mark the conversation as unread, making it easier to process the unread conversation later!
1.2. Online Chat Tab Adjustment
In Online Chat, the conversation contact bar tab is adjusted from the original vertical mode to horizontal mode.
Usage scenario: After the online chat tab is adjusted, the visible area of the message list of the unassigned list and the robot-hosted list becomes larger, making it easier for merchants to view related messages.
2. Automation Features
2.1. Automation Trigger Limit
In Automation - Process Creation/Edit - Add Trigger, select Visitor timeout without response/Customer service timeout without response/Keyword. Trigger restrictions are now supported, with options of triggering once within 24 hours, triggering only once per visitor, or no limit.
Usage scenario: When a visitor/customer service representative fails to reply to a message in a timely manner, the automation process will be triggered. However, the automation may be triggered repeatedly within a short period of time, which may easily cause visitor disgust. Using "trigger limit" can limit the number of times the automation is executed to reduce disturbance to visitors.
2.2. Quick Reply Optimization
In Automation - Process Creation/Edit - Shortcut Button action, a new "Button Permanent" switch has been added (supports chat plug-ins).
Usage scenario: After the visitor clicks the button option in the plug-in chat window, the display tab can continue to be retained so that the visitor can continue to consult other questions by themselves.
3. Mobile Optimization
Added "Tag" and "Offline" status to the Assigned page of the mini program; added a "Country/Region" option to the Contact list; if a visitor's reply message contains both text and a URL link, long press the message to directly copy the URL.
Usage scenario: By improving the mini program/App experience, it helps merchants to timely understand visitor status and efficiently screen contacts.
4. Message Quote
Added message quote function in Chat Interface, customer service can reply to messages in a targeted manner by quoting conversations (chat plug-ins are currently supported).
Usage scenario: Customer service can quote a message from a visitor and make a targeted reply to improve the communication efficiency of both parties.
5. Instagram Traffic Widget
In Chat Plugin - Integrated Entry Configuration, you can enable the Instagram display entrance. Users can configure the Instagram traffic component by "Authorized Instagram" or "Enter Account".
Usage scenario: When visitors browse the independent website, they can click the Instagram icon to jump to the merchant's Instagram homepage, which can help attract traffic and increase followers.
6. New Languages in Chat Plugin
In Settings - Chat Plugin - Plugin Decoration, new plugin languages are added: French, Portuguese, Arabic and Spanish.
Usage scenario: It helps visitors from French, Portuguese and other language regions understand the chat plug-in dialog interface copy and improve visitor favorability.
7. Messenger Conversations Management
7.1. Reply to Old Messenger Conversations
In Online Chat, you can now reply to Messenger conversations that are more than 7 days old in the FB backend inbox. This feature is also supported on mobile devices.
Usage scenario: Merchants can choose to reply to Messenger conversations that are more than 7 days old in the Salesmartly background, or they can choose to reply in the FB background inbox, which provides more flexible reply methods.
8. Visitor Notification Features
8.1. New Messages Browser Prompt Sound
In Settings - Online Chat - New Message Reminder for Visitors, a new "Browser Prompt Sound" has been added.
Usage scenario: When this function is turned on, when visitors receive new messages from merchants, they will be reminded through browser prompt sounds, which makes it convenient for visitors to obtain and consult information in a timely manner, and improves the communication efficiency between merchants and visitors.
