Smartsupp Updates

In the new version of Smartsupp, we have prepared for you many useful functions that you have longed for. We’ve upgraded the chat window, added file sharing, or developed a simple chatbot to help you reach your customers.

We’re glad you like the new features and you’re starting to take full advantage of them. You have a lot of questions about how offline messages currently work. Let’s look at how to work with the messages that come to your inbox when you’re offline.

By the way,  if you do not have the newest version yet, you can switch it yourself here.

Change in the appearance of the message

You were used to receiving an email with a preview of a customer’s message. You could reply to the offline message directly from your email. In the current version you no longer see the preview of the message and are redirected to the Smartsupp dashboard. Why is that so? At Smartsupp, we want to ensure that you have all communication with customers in one place. We want to turn previously fragmented communication into a seamless thread of conversation, preserve the history of messages, help you build a personal relationship with potential customers, and actually bring something of the humanity of classic shopping in the store to the cold environment of the Internet.

Replying from the dashboard: the customer is online

When you click on the “Reply” button in the email, you will be taken directly to the conversation with the customer in the new dashboard. If the customer is online, you simply reply to the message and continue with the conversation. However, you have the option to choose whether to send the answer to the chat or to the email.

PRO TIP: Sometimes it happens that the customer appears to be online, but in reality they are no longer in the chat. This is most often because your site is still open in their browser, but they are already in another tab, so they won’t notice your message. If you have replied in the chat and after a few minutes you still have not received a message back, it is good to send also send your reply to the customer’s e-mail. To do this, you can use the option to forward the transcript of the entire conversation, which you will find below the three dots, next to the “Resolve” button. Send them the entire conversation in two clicks like this.

Replying from the dashboard: the customer is offline

If the customer is offline, the option to reply to the email will be selected automatically. Here, however, it is important that you have the customer’s email available. If you have not collected the contact information from the customer, it is not possible to reply and nothing can be entered in the text field of the message.

PRO TIP: In order to always be able to reply to a customer’s message, we recommend using a pre-chat form in which the customers write their contacts to you before asking the question. This will allow you to reply to any messages you receive while offline. You can activate the form here.

We are preparing a new combined solution

If you still prefer the option to reply from your email inbox, we have good news for you.

We decided to combine the best of both worlds. This means that in the next Smartsupp update, the email will again preview the offline messages and you will be able to choose whether you want to reply to the message from the dashboard or from your email. Whatever option you choose, you’ll always see the conversation with the customer in one thread. You can reply from anywhere and you will always find the entire history of conversations clearly in the dashboard.

Our goal is to give you the opportunity to use Smartsupp in the way that suits you best.

Still confused? Contact us via the chat box in your dashboard and we’ll be happy to get in touch with you. Please note that customer service is included only in paid packages.

Smartsupp dashboard has a new look, new features and a useful Chatbot garage, that will help you enage more visitors than ever before.

https://www.smartsupp.com/blog/smartsupp-dashboard-chatbot/

The news doesn’t stop with the chat box. Our dashboard also gets a new look and features. We gave a new look to conversations and visitor info

We put more emphasis on conversations

We’ve changed the look of the dashboard from the ground up. You will notice the change immediately on the initial screen, which will be displayed after logging in. Instead of the Visitors tab, you will see the Conversations tab. Better communication with visitors is the basic mission of our live chat. And that’s why it became the centre of our dashboard. Thanks to this, you can immediately focus on those visitors who need your advice.

The conversations were given new, useful categories

Whether the conversation is ongoing or resolved, they are both still conversations and therefore logically belong together. You can now find your conversation history directly in the Conversations tab. There you can change between the “Open” and “Closed” tabs. Leave the conversation open until you’ve resolved it. When finished, it then moves to Closed.

Another difference is in the division of conversations into “My” and “Team”. This is a great tool if you use Smartsupp in a larger team. Your own conversations are listed at the top, below you can see the conversations of the other operators.

Why are we making all these changes? We’re working to improve Smartsupp to make it a much richer tool to help take your customer communication to the next level. The internal logic of the tool also needs to be adapted to this.

Moreover, these changes are intended to prepare the dashboard for integration with e-mail and Facebook messenger, which will follow.

Automatic messages have been transformed into Chatbot garage

Everyone who has installed Smartsupp so far has found 3 pre-prepared automatic messages in their settings: a welcome on the first visit, a welcome returning visitor and a message that you can use when you are too busy.

We decided to make your work even easier and developed the Chatbot garage. There you will find several new ready-made messages that will help you engage your customers even better. Thanks to the new Chatbot garage, you will be able to let your visitor know about special deals, offer help with order completion, or a discount on the next purchase, all in just a few clicks. Of course, you can also create your own bot. And we are already preparing other useful messages for you to use.

Still confused? Contact us via the chat box in your dashboard and we’ll be happy to get in touch with you. Please note that customer service is included only in paid packages.

We collected your requests and as an answer we bring you the beautiful new chat box. It is stylish and it can also share files.

What else have we improved? Check out our blog: https://www.smartsupp.com/blog/file-sharing-much-new-chat-box/

With the new dashboard comes another change. Agents who are disabled do not have access to Conversations. However, they can manage Smartsupp account Settings, including Billing section. You can set status of each agent here.

We believe that many of you are taking advantage of the possibility to connect Smartsupp events to Google Analytics. This allows you to analyze conversations better and constantly move your business forward.

With the new Smartsupp version come changes in Google Analytics events. We’ve adjusted them to help you analyze the progress of your conversations better. And we also added some brand new ones! Current events that are sent to your GA accounts are listed, even with a brief description, in our article in the Help section.

An important note in conclusion. We have changed the titles of events that we send to GA. This means that if you work with events in your own reports or, for example, you send them to Google Ads as goals, you need to update it in those systems.

We are about to launch a new Smartsupp. What can you expect?

We have prepared a lot of news for you. Not only the chat box, but also the dashboard is changing completely. When can you expect to see the polished product? We will gradually switch customers in waves after weeks so that we can answer any questions and keep all of you as satisfied as possible. We start on June 17. Let’s look at the individual changes in more detail.

New dashboard

Conversations divided into categories

Conversations are the cornerstone of Smartsupp. For that reason, you will see them right after logging in and you can immediately focus on visitors who need your advice. Conversations are now divided into “Open” and “Closed” and you will find them all nicely located together in one tab.
If you work in a team, you will also appreciate the new feature of assigning a conversation to multiple agents.

Email integration

Email integration is already in the pilot phase. It means you will see offline messages in your dashboard, where you can reply to them directly! Great, isn’t it? The agent will also receive an email notification about the offline message.

Browsing your users in the Visitor list

And don’t worry, we also didn’t forget the Visitor list. It moved to the second place and got a bright new coat. Browsing your users and getting know them better is now much easier.

A New chat box

The modern and elegant look of the new chat box is definitely striking. But design is not the only thing we have improved.

File sharing

We believe that we will definitely make you happy with the possibility of sending files, both from the chat box and from the dashboard.

More personal conversations

We’ve also added a few emojis to make your communication with customers even more personal. For this reason, more focus is also placed on displaying the photo and the name of the operator in the header, and it will no longer be possible to set the name and logo of your company.

Changes in API

Because we tried to simplify the setup of the entire widget, we removed some API calls. If you use some advanced API functions, be sure to read the following few lines which describe what is changing.

If you are using Content Security Policy (CSP) on your website, you will need to add the following rules for Smartsupp to work correctly until April 28th. https://www.smartsupp.com/help/how-to-use-smartsupp-with-content-security-policy-csp/

To avoid sending spam emails with your offline messages, we’ve added a condition to verify the email address to which offline messages go to. So if you want offline live chat messages to go to a different email than your registration email, you need to verify the e-mail address in your account Settings here.

As you already know, we’ve started working on the new chatbox and Smartsupp multi-channel dashboard, which will connect Smartsupp with Facebook messenger and e-mail. We also wrote about all the new exciting features on our blog. We know you can’t wait fir the new features to come out and many of you are asking us when that will be.

Many new Smartsupp features will come out in Q1.

Since we announced we’re working on the new chatbox and omnichannel dashboard, our product team has been working as if their lives depend on it. We decided on a radical change, which will push our product to a whole new level. We are very excited about it and we already have big plans for the future. And even though it’s a great challenge for our developers, who have to implement the change, they didn’t get scared at all - they are buckling down.

Thanks to that, you will be able to manage your FB messages and e-mails from Smartsupp as soon as Q1. At the same time, you and your visitors will be able to exchange files since, as we promised, with the new chatbox comes the new file-sharing feature. Great, isn’t it?

But wait, there’s more to come!

We are also preparing something extra, we have not yet talked about. At the moment, we can tell you it’s to do with automatic messages. This change will allow you to work with them even more easily and effectively grab you visitors’ attention.

We’re looking forward to the changes and can’t wait to hear your feedback!

Still confused? Contact us via the chat box in your dashboard and we’ll be happy to get in touch with you. Please note that customer service is included only in paid packages.