Advanced Features in Conversation 2.0
Conversation 2.0 offers a variety of advanced features that help improve efficiency and support smoother daily operations.
Below are some of the key features available:
Message Tags
If you reply to the Facebook Messenger conversation through Omnichat, the "HUMAN_AGENT" tag will be automatically added. You can reply to the message within 7 days.
If it takes more than 7 days to reply to the Facebook Messenger conversation, the following reminder will be received. The message cannot be sent because it has exceeded the 7-day time limit:
If it has been more than 7 days since the customer sent the last message, and you still need to respond, it is recommended to reply via Facebook message inbox. When the customer sends a new message, the time limit will be recalculated. You can then reply via Omnichat.
If there are further questions regarding this topic, please contact Omnichat online consultants.
Personalizing your Replies: Adding Contact Name Parameter
To personalise your messages, the customer name parameter can be inserted while responding to your contacts' messages. On the conversation page, click the {{...}} button below the message input box and select "Customer Name."
The contact name parameter, {{system:customer_name}}, will be displayed in the message input box after clicking "Customer Name". Then, proceed to add the content to respond to your contact. You can also add the parameter at the end of your response.
Once you have sent out your message, the contact name will be displayed.
Add WhatsApp Conversation
In Conversations 2.0, adding a WhatsApp contact directly from the Conversation Module is now made easier.
Navigate to Conversations 2.0.
In the "Others" section, click "Add WhatsApp conversation"
Select the WhatsApp channel which you would like to add your contacts to.
Fill in your contact's name and phone number in their respective fields.
Click "Add" once you have completed filling in the details.
And you're done!
When a conversation is still under "Progress" or is closed, and you create a duplicated contact, a pop-up notification will appear asking if you would like to take over the conversation.
This notification message will appear in the following scenarios:
Scenario 1:
When member A adds a conversation, however does not interact with the customer. Shortly after, member B adds a conversation with the same contact details.
Scenario 2:
When member A adds a conversation and interacts with the customer using a message template, then shortly after, member B adds a conversation with the same contact details.
Scenario 3:
When member A ends the conversation with the customer and shortly after, member B adds a conversation.
Specific Message Replies (WhatsApp only)
If you are using WhatsApp to interact with your contacts, you can now reply to specific messages within a conversation. Simply hover your mouse over the desired message and a "Reply" icon will appear. Click on the icon, and the message will be automatically quoted in the reply box for you to respond directly.
This feature doesn't only apply to contacts' messages, but your own teammates' messages as well.
Customer Tags
In Omnichat, Tags are used to segment contacts so that you are able to deliver relevant information to a targeted audience effectively. If used correctly, implementing the application of tags on your contacts allows you to know your customers well and subsequently, allowing you to create marketing strategies that will gain good results.
In this section, we will show you where to access the Tags feature, how to apply tags on your customers manually, and how to export the data for your analysis.
Access the Tags feature by going to Social CDP > Tags Management.
How to apply Tags on your conversations
In Conversations 2.0, you can locate the Tag section under the "Chat Status" section.
Clicking on "Add Tag" will show you the tags your team has used before.
When you begin typing, matching tags added into your records will be shown. Select a suitable tag from the list and the tag will be added onto the contact immediately.
If this is a new tag, once you have finished typing, click "Enter" or the "＋" icon to create the tag.
To remove tags from a contact, click the "-" icon
You will be able to check the frequency the tag is used by clicking on "Frequency of taggings" located on the right side of the Tag section.
You are also able to export the tag data if needed by going to Social CDP > Tags.
Once there, click on the "More" dropdown on the top right section and select "Filter by time range".
Once you have filtered the time range, then select either "Statistics of tagging" or "Every log of tagging". A CSV file will be generated once you have clicked on either option.
This example below shows the report that will be generated upon clicking "Every log of tagging"
Generated CSV file: You will notice that the result will show data such as Time, Channel, Channel ID, User ID, Tag, and the Source where the tag was applied.
Strategic use of tags in Omnichat allows you to create well-defined audience segments. This precise customer segmentation ensures your broadcasts and marketing campaigns reach the right users with the most relevant information. This, in turn, boosts engagement and campaign effectiveness.
Stickers in conversations
Introduction
This section describes how to send stickers in WhatsApp and LINE conversations.
Channel Availability (Important to Note)
WhatsApp: Sending stickers is supported with the purchase of the Stickers add-on feature.
LINE: Sending stickers is supported by default; no add-on purchase is required. Only LINE Official Stickers are supported.
Accessing the Sticker Feature
(App Version) To access the sticker feature, click the sticker button within the message input area.
(Web Version) In the same module, click on the Sticker icon to view the stickers
Sending Stickers (Steps)
In the message input area, click the "Sticker" button.
The sticker window will open, displaying available sticker packs. You can switch between packs using the tabs or menu at the bottom of the window. The first sticker pack is displayed by default.
Click on a sticker in the list to send it.
Recent Stickers
The "Recent Sending Records" section displays the 16 most recently sent stickers by the current team member. This list is specific to the device and browser being used.
WhatsApp Sticker Packs
To use WhatsApp stickers, you must purchase the Stickers add-on. Once you have activated the feature, please refer to the WhatsApp Sticker Pack section in the documentation to find out how to upload your WhatsApp Sticker Pack.
LINE Official Stickers
The LINE channel supports LINE Official Stickers. No additional purchase is required.
Unsupported LINE Stickers
Some LINE sticker types are not currently supported for display within the Omnichat platform. These are represented by a smiley face icon in the chat window. Currently, LINE sticker collages are not supported. Per the example on the screenshot below, this is how it looks like on the LINE app when someone sends a sticker collage.
However, on the platform's interface, you will see this:
Troubleshooting:
Issue: I can't see the sticker option in WhatsApp.
Solution: Ensure that you have purchased and enabled the Stickers add-on for your WhatsApp channel.
Issue: I'm trying to send a sticker in LINE, but it's not showing up correctly.
Solution: Check that you are using a LINE Official Sticker. Custom or animated stickers might not be supported. Also, check if it's a sticker collage, which is currently not supported.
Drag Images from Chat to Save
In Conversation 2.0, you can drag and drop images from the chat to your desktop to save them.
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