1. Automation Enhancement

1.1 New Trigger [Visitor Retention]

In [Message Interaction] – [Automation], when creating automation process and selecting triggers, you can select [Visitor Retention] trigger. It will be triggered when the visitor fills in the email information in the pre-chat survey, offline deposit and promotion card.

Note: Each visitor is triggered only once and the trigger is only applied to the chat plugin.

Usage scenario: If you want to send emails or messages to visitors automatically when you collect their email information, immediately or regularly, you can use this trigger.

1.2 New action [send email]

In [Message Interaction] – [Automation], when you create automation process and select action, you can choose [Send Email] action. Click [Send Email] action, enter the page of editing email message, fill in the email title, sender name and sender email, select the email template and fill in the email. After filling in the email, you can click “Preview” to see the email effect.

Usage Scenario: With using this action, you can send emails to your visitors, such as sending welcome messages to newcomers, sending emails with store promotion information, etc. If you want to send an email to remind your visitor when he has not replied after timeout, you can also use this action.

1.3 New template [get an email address and send email]

In [Chat] – [Automation] – [Recommended Templates] – [Problem Solving], you can select [Get an email address and send email] automation template. Click “Apply” this template to enter the page of editing process. You need to edit the information of emails according to your business needs. After applying this template, visitors can automatically send emails after filling in their emails through pre-chat survey, offline leave information or promotion cards.

Note: This automation template is only applied to the chat plugin.

Usage Scenario: If you want to automatically send newcomer welcome message or product promotion email to your visitors when you collect their email information, you can directly apply this template.

1.4 New condition [Designated Posts]

At [Message Interaction] – [Automation], when creating an automation process and selecting conditions, you can select the [Designated Posts] condition. Click the condition, go to the edit page, select the applicable posts, and you can select more posts under different Facebook homepages. If your homepage posts are not updated in the post list, you can click “Sync posts”. After setting the condition, if it matches the post you selected, it will proceed to the next step. The condition can be used together with the [Facebook Comment Reply] action, which will greatly improve your efficiency in replying to posts!

Usage scenarios: For different advertising postings of visitors to leave comments, you can automatically send targeted reply content and links to products.

1.5 New [old visitor] trigger

At [Message Interaction] – [Automation], when creating an automation process and selecting a trigger, you can select the [Old Visitor] trigger and click this trigger to set the trigger limit. Old visitors refer to users who visit for the first time after 24 hours. After applying this trigger, when the visitor visits again after 24 hours, the subsequent actions or conditions will be triggered according to the trigger limit you have set.

Note: This trigger is only applied to the chat plugin

Usage Scenario: If visitors revisit your website after 24 hours, you can send targeted messages or emails, push discount codes/promotional cards, etc. for these regular visitors.

1.6 New [Delay] action

At [Message Interaction] – [Automation], when creating an automation process and selecting an action, you can select the [Delay] action. Click the action and fill in the delay information.

Note: You have to add other actions after the [Delay] action to make it effective. This action supports all channels.

Usage scenario: If you don’t want to reply to your visitors immediately, you can use this delayed waiting action to reach your customers on a regular basis. While more anthropomorphic, it is also suitable for sending marketing messages to visitors who have been visiting the site for a certain period of time, waking up users, etc.

1.7 New [send audio] content

The [Send Message] action now supports sending audio messages. In [Chat] – [Automation], when creating a new automation process, select the [Send Message] action and edit the message, you can upload audio and send a audio message.

Note: Support mp3 format audio, size limited to 5M, audio length no more than 60 seconds. Support all channels, except Instagram.

Usage Scenario: If a visitor visits for the first time and you want to automatically send a audio message to express your welcome, you can select the [Send Message] action to set up a voice message. Use voice messages to make your website more infectious.

2. Translating Email

At [Chat] – [Inbox], you can translate all email messages or single email message contents.

Usage scenario: When you are viewing users’ email messages and need to use the translation function to assist you in understanding the email content, you can use this function to translate all emails or translate single email content.

3. Ban Visitors

In [Message Interaction] – [Online Chat], you can click on the interface of chatting with users, and there is a “Add to Blacklist” button at the bottom of the right side, click this button to add session tags and notes to end the session. After adding a user to the blacklist, the user can send messages, but the platform will not receive messages from this user and no new sessions will be generated. If you pull them out of the blacklist, they will be back to normal and will receive messages from them.

In [Customer Service Center] – [Session Management], you can find the user you have banned. Click on the user name to view the chat history with this user. At the bottom of the right side there is a “Remove from Blacklist” button, click on this button to remove the user from the blacklist, the platform will receive normal messages from this user. The platform will receive messages from this user normally. In addition, you can also blacklist users in the [Conversation] page.

Note: This feature is now only available on the chat plugin.

Usage scenario: You can use this feature if you want to hack malicious and harassing visitors.

4. Importing WhatsApp users

In [Data Insights] – [Contacts], when importing contacts, now you can import WhatsApp numbers and tag these users automatically. After successful import, you can send bulk WhatsApp messages to reach your target groups.

Usage Scenario: If you want to send bulk messages on Whatsapp, you can use this import WhatsApp users feature to send bulk marketing messages.

5. Set mobile icon size

In [Setting] – [Channel] – [Chat Plugin], find the chat plugin you want to edit, click “Edit Plugin”, and in “Plugin Decoration”, you can find “Mobile Icon Size”, and choose the mobile icon size according to your needs.

Usage Scenario: If you feel that the chat plugin icon on your mobile site is too large and blocking important information on the web page, you can go ahead and set the mobile icon size according to your needs.