Apr 10, 2024

Hello, dear Omnichat users!

Here are the latest feature updates:

1. The “Customer Management” page is now launched for non-CDP plans, making it easier to manage your website contacts.

2. Customer Data Import: Now importing customers with their member IDs is available on the non-CDP plan now supports

3. [Web - APP] WhatsApp Catalog product pages have a new "Message Business" button for product inquiries within conversations

4. Conversation 2.0 Web updates:

   1. Sending saved replies including files and chatbots: Now on our website platform, you can send saved replies containing chatbots and files

   2. Replying to specific WhatsApp messages: Now you can specify which message you are replying to on your WhatsApp conversations

   3. Sending failure alert for WhatsApp messages: We have added a message-sending failure alert so you know when and why sending a message failed

   4. Searching for conversations by staff information: Now you can search for specific conversations by your staff data

   5. Additional customer information fields: Now we have additional customer information fields displayed in the conversations’ right-side panel

   6. Sending customer surveys upon closing conversations

5. LINE NotiPress: A new data point has been added, representing the number of new LINE friends added due to receiving LINE notifications

6. Other Improvements

Customer Management: Now you can manage your website contacts without having the Social CDP plan

🙌🏻 Tier: Applicable to all plans

Omnichat platform location: Social CDP > Customer Management

The customer management page has a Social CDP version and another version for other plans.

• Social CDP plan: Previously launched, the customer list includes both website customers and customers from all social channels.

• Non-Social CDP Solution: Newly launched, the customer list includes only website customers (customers with member ID, emails, or phone numbers).

In addition to that you can:

• On the customer management list, you can view: Avatar, name, member ID, Email, phone, Subscription of social channels (social channel binding), tags, and custom attributes.

• Import and export contacts

• Search for customers by their name, member ID, Email, phone, social channel binding, creation time, tags, and custom attributes.

Customer Data Import: Now importing customers with their member IDs is available on the non-Social CDP plan

🙌🏻 Tier: Applicable to all plans except for Customer Service

This functionality was previously supported for Social CDP plans and is now extended to other plans.

There are two ways to import customer data on the import page:

• Import Customers: Import using the Member ID as the unique identifier (now supported for all plans)

• Import Social Contacts: Import using the social user ID as the unique identifier

[Web - APP] WhatsApp Catalog: “Message Business” button available inside product pages for product inquiries inside conversations

🙌🏻 Tier: WhatsApp Commerce

A new "Message Business" button has been added to product pages in the WhatsApp catalog. Customers can use this button to ask questions about the product directly in the WhatsApp chat (limited to text messages only).

Additionally, your customer support and sales staff can view the customer's message linked to the specific product, making it easier to address inquiries.

Conversation 2.0: Sending saved Replies including chatbots and files now available on Web (New)

🙌🏻 Tier: All plans including customer service

Sending saved replies containing chatbots and files was previously supported on the Omnichat mobile App, and now it is also available on the web version of our platform "Conversation 2.0".

Saved Replies Including chatbot blocks:

• Saved replies including chatbots are only supported on the following platforms:

  • WhatsApp

  • LINE

  • Facebook

  • Instagram

• Sending saved replies including chatbots:

  • You can only select saved replies containing chatbots that are applicable to the channel you are sending them on. Unapplicable options will show you this error message 'Target channel does not support sending this type of chatbot module'.

  • WeChat and Webchat cannot send saved replies containing chatbots.

  • If the chatbot block has been deleted, it will show this error message 'This saved reply's chatbot module has been deleted'.

  • When sending saved replies containing chatbots, they will be sent directly, and the chatbot content cannot be edited.

Saved Replies Including Files:

• Saved replies including files are only supported on the following platforms:

  • WhatsApp

  • Facebook

• Sending saved replies including files:

  • Only available for WhatsApp and Facebook conversations.

  • In LINE and Instagram: Saved replies containing files cannot be selected, and it will show this error message: 'Target channel does not support sending saved replies with files'.

  • In Webchat: Saved replies containing files or videos cannot be selected, and it will show this error message: 'Target channel does not support sending saved replies with videos/files'.

  • In WeChat: Saved replies containing images, files, or videos cannot be selected, and it will show this error message: 'Target channel does not support sending saved replies containing images/videos/files'.

File Type	WhatsApp	Facebook	LINE	IG	Official website Webchat	Wechat
Image	☑️	☑️	☑️	☑️	☑️	Not supported
Video	☑️	☑️	☑️	☑️	Not supported	Not supported
Document	☑️	☑️	Not supported	Not supported	Not supported	Not supported

Saved Reply Management Permissions for Different Roles

Different roles have different levels of saved reply management permissions, as shown in the table below:

Role	Message Type	Permission Type	Action
Administrator	Custom messages, chatbots	All	Edit, Delete
Manager	Custom messages, chatbots	All teammates, Only Me, Designated role (Manager, Customer Service Manager, Customer Service Staff, Sales Manager, Sales staff, Marketing Staff)	Edit, Delete
Customer Service Manager	Custom messages, chatbots	Only Me, Designated role(Customer Service Manager, Customer Service Staff)	Edit, Delete
Customer Service	Custom messages	Only Me, Designated role (Customer Service Staff)	Edit, Delete
Sales Manager	Custom messages	Only Me, Designated Store (Bounded Branch)	Edit, Delete
Salesperson	Custom messages	Only Me, Designated Store (Bounded Branch)	Edit, Delete
Marketing	Custom messages, chatbots	All teammates, Designated role (Administrator, Manager, Customer Service Manager, Customer Service Staff, Sales Manager, Sales Staff, Marketing Staff)	Edit

Note: If the team role that is sending a saved reply does not have permission to access it, the message will not be displayed.

Other Conversation 2.0 Updates:

The following updates were already supported in the previous version of Conversations but are now available in version 2.0.

Replying to specific WhatsApp messages and sending failure alerts for WhatsApp messages

• You can hover over and click on the reply button next to each message on WhatsApp, and reply to that specific message.

• When the backend receives a message sending a failure notification, it will show an error message alerting that the message failed to send.

• Message sending failure circumstances:

When it has been more than 24 hours since the last message was sent to the customer, and the system automatically triggers a message, the message will fail to send.

e.g. Automatically sending the satisfaction survey after ending a conversation

Search for conversations by staff data

• You can choose to search for conversations by "Customer" information or "Teammate" information.

• Searching by teammate information allows you to use the following criteria:

  • Permissions:

    • Administrator

    • Manager

    • Customer Service Manager

    • Customer Service

    • Sales Manager (OMO)

    • Salesperson (OMO)

  • Region (OMO): Areas set up in Store management

  • Shop (OMO): Shops set up in Store management

  • Teammate: Search by teammate’s name

New customer information fields in the right-side panel

The following data fields have been added to the Conversation 2.0 right-side panel

1. OMO Binding information (OMO Plan Only):

   • Displayed for LINE and WhatsApp channels only

   • Accessible to Administrators, Managers, Salespeople, and Sales Managers

   • There is a button to unbind

2. Website Behavior Records (Requires embedding the Omnichat Pixel):

• Shows the shopping cart items and orders placed within the last 90 days.

1. Subscription Status:

   • After unsubscribing, the customer will not receive the broadcast messages sent by the company

   • Not shown for WebChat and IG channels

   • For FB and WhatsApp channels, the customer’s subscription status can only be modified by administrators or customer service representatives (if a customer unsubscribed, it does not affect the subscription status)

   • Updated based on customer chat status for LINE channel.

Chat Status:

• After blocking, the customer will not receive messages sent by the company

• Warning prompts provided to prevent accidental actions

Last Exported Conversation Time:

• Not shown for WebChat channel

• Displays the timestamp of the last exported conversation data: YYYY-MM-DD HH:MM

Sending the customer survey after closing a conversation

🙌🏻 Applicable to the Customer Survey Module

• In the customer survey settings, you can choose the delivery method:

  • Do not send

  • Send Automatically when the conversation is closed

  • Manually send after a conversation is closed

• If you choose to manually send it, you can decide whether to send the customer survey each time a conversation is closed

LINE NotiPress: "New Friends" Data Statistics Launched

🙌🏻 Tier: Users who have bought the LINE NotiPress add-on

When businesses send LINE notification messages to customers, even those who have not yet become their official account friends can still receive the messages.

Many customers tend to add the brand as a friend upon receiving notification messages, which is a significant advantage of LINE notification messages.

If you send LINE notification messages through the Omnichat NotiPress feature, Omnichat will track the number of customers who become friends as a result of these messages in case they were not initially your brand’s friends on LINE. This helps brands evaluate the effectiveness of their efforts more effectively.

LINE NotiPress "New Friends" Metrics

• LINE NotiPress: Statistics on different notification methods and the number of new friends added due to receiving LINE notification messages

• Omni-customer Analysis (supported only in the Social CDP plan): New contact source added for "LINE notification messages"

Other Improvements

The customer survey page now displays the team profile picture instead of the Omnichat logo.