Smartsupp Updates

Read our blogpost or check the video where you can find out what were we working on the last 6 months.

The main improvements include:

• Simpler listing of visitors
• Faster chatting
• Enhanced history and search

We wrote new FAQ article for companies that using whitelistening of certain domains.

Adjust Smartsupp according to your needs. Show detailed visitor info, customize chat box design, connect chat to your CRM and more.

Open Developer Docs

Improved side panel
We have improved the side panel with ongoing chats. You can now see the last message and when it was sent. Also, you can now see other agents in chat. Read more about it in our help article.

Unification of sending shortcuts
Now, a shortcut can be chosen by clicking on it or hitting the enter key. After that you can send it just as you would as a standard message.

Added e-mail of agent to statistics
In the list of agents you can now see the e-mail of agents so you can easily differentiate between them.

We are constantly trying to improve our product and bring you more value. Please take a moment to help us improve our services by completing a few simple questions. https://goo.gl/forms/tAIPEFfCGME2MGbN2

Also in summer we prepared a bunch of new features

• Preview of the latest message in the list of open chats
• Better distinguish between chatting visitors who have already left your website
• Unified connection to chats
• Improved messages writing
• Easier work with shortcuts
• You can edit visitor information in history

We have a lot to show you. Smartsupp now has quite a few new features. Let’s have a look at them one by one in our new article.

Preview of the latest message in the list of open chats

We’ve added previews of the last messages your visitors sent you. The preview shows both who the visitor is and their message, which makes it easier for you to know how the conversation is going without having to switch to them.

Better distinguish between chatting visitors who have already left your website

Among your open chats, we distinguish between those that can no longer be answered because the visitor has left your website. This way, you can concentrate your attention on ongoing chats.

Unified connection to chats

Until now, you have been used to joining new chats in three ways:

• Click on the visitor within the visitors list
• Click on the new chat in the overview in the left column
• Click a popup alert on your computer screen

The problem was that in one case you just joined the chat, in the second you just opened the chat. Now, we’ve unified it so that the moment you join the chat, you can start chatting immediately, either by clicking or writing the first message.

Improved messages writing

We’ve made chat boxes smaller so that more messages can be seen on the page. Additionally, we’ve enriched the text fields with shortcut suggestions so you’ll never forget. We also thought of those of you who are used to using your mouse and added a button to send a click-through message.

Easier work with shortcuts

If you don’t know about this extreme time saver yet, read our instructions on how to work with shortcuts. You can open the shortcuts menu just like you did before, simply over the “.” on your keyboard. There is also short text help to reach it. The shortcut menu pops up above the text input field, so multiple shortcuts appear and you can navigate between them better.

You can edit visitor information in history

Do you need to add some information to the user after the chat? Simply search for the conversation in the history and edit it, or assign the data in the “Visitor info” tab.

Tag your conversations with different labels to facilitate the organization of messages received from customers. Setting tags to your conversations helps you analyze customer requests at a glance, as well as categorize the tickets in depth so that you never lose sight of important conversations.

• You can then filter between these tags and use the visitor insights you receive to update or optimize the content of your website.
• Also, it is a great way to analyze customer request patterns while also improving your customer care based on the insights you find within these tagged conversations–most especially when using a chatbot, it can be leveraged to improve the automated response you are giving for a particular problem or difficulty that users frequently encounter.

Give it a try and you will see how this optimizes your daily tasks and overall customer care approach. 😉