1. Optimize Inbox list

[Online Chat], in the chat screen with customers, the customer information field now supports adding a note name to the customer and manually adding/editing the customer’s cell phone number and email address.

Usage Scenario: With this feature, you can set a user’s note name and display it in the chat list so that you can quickly find the target user by the note name.

The added or modified customer note name, cell phone and email information will be synchronized to [Contact] and [Conversation]. At [ Contact ], you can find your target customers by filtering them by their note names.

At the chat interface with the customer, you can set whether the online chat list shows the visitor tab and whether the note name is displayed first.
Note: This session list setting is only valid for the current customer service account.

2. Optimize [Conversation]

In [Conversation], you can now view the session records according to the reception time/receptionist. You can also see the “number of In-progress Sessions”, “number of End Sessions” and “number of total sessions” under your project by providing a data dashboard. Also, you can see the “In-progress Session” and “End Session” modules. “In-progress Session” shows the number of assigned sessions, where the session message count, visitor message count, customer service message count and first reply time are updated every hour.

For the permission setting of “Session Tag Management” and “View my/all data”, you can check the permission you want to set in [Setting] – [Team] – [Edit Permission].

Usage scenario: If you only want project members to view only the session records they have received, you can set [View personal data] at the permission, and also clearly see the In-progress and Ended sessions.

3. Sync contacts of FB page

At [ Setting ] – [ Channel ] – [ Messenger & Comments ], click “Facebook Page”, you can choose the page you want to sync your contacts. Click “Sync Contacts” to sync “nearly 100 contacts” or “all contacts” from that page to SaleSmartly (it will sync contact information and (the contact information and nearly 20 chats of each contact will be synchronized).

Note: If you need to synchronize all your contacts, please contact our official customer service!

Usage Scenario: With this feature, your Facebook page contacts can be synced to SaleSmartly, which is convenient for you to chat back, send group messages/emails, etc.

4. Reply to Messenger messages within 7 days

Now we support direct reply to visitor’s messenger message within 7 days, while after the session in messenger exceeds 7 days, when customer service enters the message in the chat box, they need to select the content type related to the content to send together, i.e. select “Confirmed Event Update / Post-Purchase Update / Account Update”.

Note: Please be sure to send message content related to the content type, otherwise you may risk official banning.

5. Notification of timeout messages via email

At [ Setting ] – [ Inbox ] – [ New Message Notification ], now add [ Email Notification ] switch setting, after turn on, when customer service does not reply to visitor’s new message within the time you set, it will send email to notify the corresponding receptionist, and if the session is in unassigned status, it will send email to all members under the current project.

Usage Scenario: It is applicable to notify the members under this receptionist/project when the visitor’s message is not answered in time, in order to remind the members to answer the visitor’s message in time.

6. Robot hosting switch setting

In [Inbox], you can now set bulk or all bot hosting status for assigned sessions to be turned on/off. You can use this feature if you want to turn off the bot hosting status for certain visitors in their sessions.

Usage scenario: When the customer service is online, it will turn off the hosting status due to the concern of automation interfering with the ongoing session; while when the customer service is offline, it can be set to hosted status in batch, so that the robot can automatically receive customers.

Bulk Switching: Select a session, click “Switch Hosting”, and select the state you want to switch to, so that the bot hosting state of the session you selected will be turned on or off.

Switch all hosting: Click “Switch All Hosting” to turn on/off bot hosting for all assigned sessions.

7. View data of the automated process

At [Automation], you can now view the data related to the automation process you created, i.e., view triggers times, triggers users, participation, completion, to help you analyze the triggering situation of the automation process.

You can also view the details of the triggered visitors by clicking on the “Trigger Count”, for example, you can view the automation process status (completed, unengaged, engaged), the number of triggers, the source of the channel, the trigger time, etc. for a particular visitor. You can also click on a visitor’s avatar to locate that visitor’s chat.

• Trigger times: it means the number of times the visitor triggered the corresponding automation process trigger
• Trigger users: it means the number of visitors who triggered the corresponding automation process triggers
• Participation: it means the percentage of the number of participants/trigger users. The number of “participants” is the number of people who participate in the automation process. If visitors click the message button, answer the question, fill in the mailbox (promotion card) and other active response behaviors after triggering the corresponding automation process trigger, they participate in the automation process.
• Completion: it means the percentage of completion number/trigger number. “The number of visitors completing the automation process“ is the number of visitors completing the automation process, and the visitors completing the final action of any branch of the automation process is the completion of the automation process.

Usage Scenario: You can use automation data to analyze the triggering situation of automation process horizontally, so as to optimize the automation process; you can also see the triggering and engagement situation of visitors in a certain automation process, so that you can take marketing strategies, such as “private chat”, “sending promotional emails”, etc.

8. Optimize [Visitor timeout without reply]

In [ Automation ], when you set the trigger [ Visitor timeout without reply ], now you can distinguish “New Visitor/Old Visitor” and choose the session status such as “Hosted Session/Unassigned Session/Assigned Session”. At the same time, you can also set to enable “Off-Platform Trigger”, which will also trigger the process if the visitor does not reply when the customer service replies to the message outside the SaleSmartly platform (i.e. the original social media platform).

Usage Scenario: You can set different recall/retention tactics for new visitors and old visitors who have not replied after the timeout.