> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/release-note/feb-21-2024.md).

# Feb 21, 2024

Hello, dear Omnichat users!

Here are the latest feature updates:

1. **Introducing More Button Types and Increased Flexibility on WhatsApp Templates**: Now, within the same WhatsApp template, more types and a greater number of buttons are available.
2. Now "**Adding WhatsApp Conversation**" is available on Conversation Beta, allowing customer service staff to easily open new conversations on WhatsApp
3. **Conversation Beta:** Now sales staff can view the customers' list
4. **Introducing LINE NotiPress** supporting LINE notification messages and automated SMS notifications.

## Improved WhatsApp Templates: Introducing More Button Types and Increased Flexibility

🙌🏻 **Tiers:** All plans (WhatsApp integration required)

1. Button type adjustments: Now, in the Button section, Quick replies and Call to Actions can be set within the same message template (previously, for each template, you could only choose one type of button)
2. The button number limit has been increased from 2 to 10 per message template.

   However, there are a few restrictions for different Button types:

   * Call to Action - "Go to website": Maximum 2 sets
   * Call to Action - "Go to order (chat-to-order)": Maximum 1 set
   * Call to Action - "Call now": Maximum 1 set
   * Quick Replies: Up to 10 sets
3. Now, the order of Call to Action and Quick Reply buttons can be changed.

**Note**: If you add more than 3 buttons within one message, the first 2 buttons will be displayed, and the remaining buttons will be grouped under “View All Items”. The customer can click “View All Items” to see the rest of the buttons.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2Fj20dQQSODyR3qLkyDugv%2FUntitled%20(8).png?alt=media&amp;token=e54a4f06-5ed5-4610-9542-e57f347394f0" alt=""><figcaption></figcaption></figure>

### WhatsApp Template: New template available for Chat to order

🙌🏻 **Tiers:** WhatsApp Commerce Module

We have added a new type of WhatsApp message template for Chat to Order and also a new dedicated Call to Action Button type has been added for it (Customizable button text with a maximum limit of 20 characters):

* Applicable Target: The new “**System Notification**” option
  * Templates set as “System Notifications” cannot be used in 1:1 conversations, broadcasts, or journeys.
* A new type of button, "**Proceed to Order (Chat-to-Order)**," has been added to the Call to Action (CTA) buttons for streamlined ordering within the chat.
  * To enable the "Proceed to Order" option in the Call to Action (CTA) buttons, users need to select "System Notification" as the applicable target.
  * Within a single message template, you can set a maximum of one set of “Proceed to Order” buttons, and you can also add other Call to Actions and Quick reply buttons

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FF0m4DOwX9OEBDb8mh7hP%2FUntitled%20(9).png?alt=media&amp;token=8f621b87-550e-4594-8d58-dc4de82aa855" alt=""><figcaption></figcaption></figure>

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2F7LbD491a6zR6YrmrSBvS%2FUntitled%20(5).png?alt=media&amp;token=fbd0bafa-4420-4795-8427-e2d6902904f6" alt=""><figcaption></figcaption></figure>

## "**Adding WhatsApp Conversation**" Now available on Conversation Beta

🙌🏻 **Tiers:** All plans that include customer service.

👤 **Roles Applicable:** Customer Service roles (Administrators, Managers, Customer Service Managers, and Customer Service Staff)

Now, in addition to responding to incoming WhatsApp messages, you can also manually enter a customer’s WhatsApp number and start a new conversation with them on WhatsApp.

* The new version of our “Conversation Beta” interface has an "Other" section on the left sidebar and an "Add WhatsApp Conversation" button underneath it.
* This feature is accessible only to team members with Customer Service roles (Administrators, Managers, Customer Service Managers, and Customer Service Staff)

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FXpmpwLjJic3DbujXIOax%2FUntitled%20(11).png?alt=media&amp;token=03fb1748-5d0a-493f-9b31-287905f5cfab" alt=""><figcaption></figcaption></figure>

After adding a new contact, the possible outcomes depend on the status of the user's case. The following scenarios may occur:

* For **new conversations** or those that have **already been closed:** You can immediately follow up on them.
* If **another staff** member is currently handling the conversation: A message will pop up, "Do you want to follow up on this case?" Clicking "Follow up" lets you take over the conversation directly.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FHCHS2BN7Hg1CW5zkFzLr%2FUntitled%20(12).png?alt=media&amp;token=98a37393-eb07-430e-8f9d-c3490631d4ec" alt=""><figcaption></figcaption></figure>

## **Conversation Beta:** Now sales staff can view the customers' list

🙌🏻 **Tiers:** OMO

👤 **Roles Applicable:** Sales Roles (Sales Manager, Salesperson)

We added a new "Customer List" tab on the left sidebar under "Others.”

Now, sales staff can access the list of customers bound to themselves in the web version of "Conversation Beta." Additionally, sales managers can click on "Customer List" to view both "**My List**" and "**Team List**," offering a comprehensive overview of all conversations involving sales members in their branch.

* **My list**: List of the customers personally bound to the Sales Manager
* **Team list**: The list of all customers bound to all the other salespeople in the same store.

### **Customer list - My list**

👤 **Roles Applicable:** Sales Roles (Sales Manager, Salesperson)

**Actions that can be performed on individual contact profiles:**

* **Channel Filtering** (including LINE and WhatsApp channels).
* **Search:** you can search by **Customer Information** (Customer’s **name** or **phone number**)
* **Adding new number**: click "Add new customer" and enter a WhatsApp number.
* Viewing the total number of customers in the customer list.
* Viewing this information on your customer list:
  * Customer Profile Picture
  * Customer Name
  * Customer Phone Number
  * Bound Store
  * Go to Conversation (Start a conversation)
* Mass messaging from "My List" is currently not available (under development).

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FFgm7ZtKcp7eypSoHXETs%2FUntitled%20(13).png?alt=media&amp;token=283ddef4-f08b-48d0-b006-3b097c2f3b1b" alt=""><figcaption></figcaption></figure>

### Different scenarios for adding a WhatsApp number that is already bound to another salesperson

When the newly added WhatsApp number is **already bound to another salesperson**, the outcomes will vary based on the team settings:

|                               | "Allowing sales roles to transfer the conversations Freely" **Not Enabled** | "Allowing sales roles to transfer the conversations Freely" **Enabled**                                |
| ----------------------------- | --------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ |
| **OMO binding in fixed mode** | <mark style="color:red;">Addition will fail</mark>                          | <mark style="color:blue;">Confirm and proceed with binding and following up on the conversation</mark> |
| **OMO binding in free mode**  | <mark style="color:red;">Addition will fail</mark>                          | <mark style="color:blue;">Confirm and proceed with binding and following up on the conversation</mark> |

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2F8TYVFjX1760NiCarhc0I%2FUntitled%20(14).png?alt=media&amp;token=a9532c8e-32e5-4d68-9434-3323c3ce753d" alt=""><figcaption></figcaption></figure>

💡What does the OMO binding **fixed mode** and **free mode** mean?

On the OMO plan, you can set up the fixed or free mode to determine whether a customer can choose to be rebound to another salesperson after they are already bound to a salesperson.

Example:

After a customer is bound to salesperson A, they then proceed to scan the binding QR code of salesperson B:

* **On Fixed Mode**: The system will inform the customer that they are currently bound to salesperson A and will ask salesperson A to provide services to this customer.
* **On Free Mode**: The system will unbind the customer from salesperson A and proceed to bind them to salesperson B

### **Customer list - Team list**

👤 **Roles Applicable:** Sales Manager

Sales managers can click on "Customer List" to view both "My List" and "Team List," offering an overview of all conversations involving sales members in their branch.

**Actions that can be performed on the team list:**

* **Channel Filtering** (including LINE and WhatsApp channels).
* **Search:** you can search by **Customer Information**(Customer’s **name** or **phone number**)
* **Adding new number**: click "Add new customer" and enter a WhatsApp number.
* Viewing the total number of customers bound to the sales staff in the same branch.
* Viewing this information on your customer list:
  * Customer Profile Picture
  * Customer Name
  * Customer Phone Number
  * Bound store
  * Bound sales staff (Role name - Team member’s name).
* Click on the “More” button:
  * View conversations
  * View bound staff’s information.
* Mass messaging from "Team List" is not available

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2F2yBw8r16XolTZxXIZhC4%2FUntitled%20(15).png?alt=media&amp;token=f20ac7e7-cce8-4d9f-823c-a32e2b7882a3" alt=""><figcaption></figcaption></figure>

## **Introducing "LINE NotiPress" supporting LINE notification messages and automated SMS customer notifications**

🙌🏻 **Tiers:** Requires Open API - Notification API activation. Please contact sales or customer service.

Do you notify your customers via SMS or email when they place an order or when the order is shipped or delivered?

Now, you can use LINE notification messages!

* **Cost savings:** Notification messages cost only half as much as SMS
* **Friend’s list growth:** Non-friends can also receive these notifications, increasing the chances of them becoming your LINE friends.

The notifications will be sent in the following order of priority:

1. LINE Notification Messages: Approximately half the cost of SMS, allowing non-friends to receive your LINE notifications.
2. SMS: Will be sent if the notification message fails to deliver, ensuring all customers are notified.