Jan 8, 2025
Hello, dear Omnichat users!
Here are our latest feature updates:
Banner Images: Support displaying different images based on custom attributes.
Barcode Display: Now supports Member ID, Phone Number, or Email (you can choose one).
Conversations 2.0 Enhancements
Deleting Conversations and Adding to Blacklist: New features to improve flexibility.
Optimized Saved Replies and Message Templates Workflow: Fewer steps for more efficient messaging.
Collaborative Conversations: Gradual rollout for enhanced team collaboration.
Batch Adding/Removing Tags: Now you can efficiently manage contact tags in bulk.
Chat Statistics Report Updates:
Message Count Statistics: Added tracking for messages sent by Sales Managers and Sales Staff (OMO Teams Only).
LINE NotiPress: Due to adjustments in the LINE API, the following changes have been implemented:
Discontinued support for the statistic “New Friends From LINE Notification Messages”.
LINE Notification Messages will no longer appear in Omnichat’s customer conversation records.
Membership Card: Now You Can Display Images and Configure Barcode Data Based on Custom Attributes
🙌🏻 Tiers: Membership Card Module, CRM Module (Custom Attributes)
📍 Feature Navigation: Communication Channels > Membership Card Settings
💬 Supported Channels：WhatsApp、LINE
Omnichat supports displaying membership cards on WhatsApp and LINE, making it easier for customers to view their membership information.
Now, we offer more flexible settings for the displayed images and barcodes on membership cards, helping you create an enhanced membership experience.
Displaying Images Based on Custom Attributes
In the Membership Card Appearance Settings section, you can set up brand images.
Now, you can display different images based on custom attribute values!
For example, you can create unique digital membership card designs for each membership tier, allowing both customers and store staff to quickly identify a customer’s membership level.
Key Features:
Displaying different images based on the same custom attribute with varying values.
Supports text-type custom attributes only.
Member Center Barcode Supports Displaying Member ID, Phone Number, or Email (You can choose one)
When opening the Member Center, barcodes now offer more flexibility. In addition to the existing Member ID barcode, you can now choose to display a Phone Number or Email barcode. Only one barcode type can be selected from these three options.
Key Features:
If the selected data field is empty, the corresponding barcode will be hidden.
Email barcodes support only Code128 and QR Code formats to ensure full data display.
Conversations 2.0: Collaborative Conversations and Multiple Enhancements
🙌🏻 Tiers: All plans with customer service features
📍 Feature Navigation: Conversations 2.0
Introducing Collaborative Conversations
Do you often need to handle customer service cases with multiple colleagues or supervisors?
The new Collaborative Conversations feature is here to make team collaboration smoother than ever!
With Collaborative Conversations:
The primary follow-up owner can add multiple collaborators to reply to and manage conversations together.
Admin roles can also proactively join their team members’ conversations and become collaborators.
Once Collaborative Conversations is enabled:
Only the conversation’s follow-up owner and collaborators can reply to messages.
Supervisors or colleagues who need to participate in the conversation must actively join as collaborators.
This feature is supported on both the web platform and the Omnichat App.
Additional Notes
ℹ️ This feature will be rolled out in phases. Please contact your customer service representative to confirm the release schedule for your team.
ℹ️Teams on the OMO plan will have access to this feature starting in Q2.
Support for Deleting Conversations and Adding to Blacklist
Delete Conversations: Removes the chat with the customer, including all conversation records.Add to Blacklist: Simultaneously blocks the contact, unsubscribes them, and deletes the conversation.By default, only Admins and Managers have the permission to delete conversations and add contacts to the blacklist. To grant additional roles this permission, please contact your customer service representative.
Deleting Chats or Adding to Blacklist Directly in Conversations
Conversations can be deleted regardless of their status.Both 1-on-1 and collaborative conversations can be deleted or added to the blacklist (group conversations are excluded).
Support for Batch Deletion and Adding to Blacklist
Conversation statuses that support batch deletion:
Open (Live Chat)
Open (Chatbot)
My cases - In progress
My cases - Closed
team cases - Closed
Batch Limit: Up to 40 conversations per action.
Optimized Workflow for Saved Replies and Message Templates
This update simplifies the process of sending messages for customer service and sales personnel by allowing them to skip the editing step when applicable.
For Saved Replies
When sending a saved reply as a regular message in a 1-on-1 conversation (excluding group chats), users can now choose:
Apply: Follow the existing logic to insert the message into the input box before sending.
Send: Directly send the message to the customer without additional steps.
For WhatsApp Message Templates
If the template does not contain editable fields, the “Edit” step can now be skipped.
Social Contacts: Batch Add/Remove Tags
📍Feature Path: Social Contacts
With this feature update, you can batch add or remove tags, making it faster and easier to manage your customer segmentation data.
On the Social Contacts page, after selecting a list, you can use the “Add/Remove Tags” option from the top-right “More” menu to batch manage tags.
Role Permissions: This feature is available only to Admins, Managers, Marketing Staff, and Customer Service Managers.
Journey Trigger Option: When adding or removing tags, you can choose whether this action should trigger a journey.
When Adding Tags: If the tag already exists on the selected contact(s), the tagging count will increase by 1. Each addition will create a new tagging record.
When Removing Tags: If the tag does not exist on the selected contact(s), no action will be performed. Removing a tag will delete all associated tagging records.
Webhook Behavior: These tag changes will not trigger Omnichat Webhooks.
Menu Switching: These tag changes will support tag-based switching in graphical menus.
Chat Statistics Report: New Message Count Metrics for Sales Managers and Sales Staff (OMO Teams Only)
Admins, Managers, and Customer Service Managers can now view message count metrics for Sales Managers and Sales Staff in the Teammates section of the Chat Statistics Report. The metrics include:
Total Messages Sent: The overall number of messages sent by Sales Managers and Sales Staff.
Messages Sent by Store (Sales Only): The total number of messages sent by each store.
“Other” Messages Sent:
If a customer unbinds but the follow-up owner remains a sales role, their messages will still be counted and categorized under “Other.”
Messages sent by sales roles on non-WhatsApp/LINE channels will also be recorded under “Other.”
Message Totals by Filter: Message counts are calculated based on the selected date range and channel filter.
If “All Channels” is selected, the message totals for each branch will include the data from all channels.
LINE NotiPress: Adjustments to LINE Notification Message Statistics and Display
Due to changes in the LINE Notification Message Webhook, recipient LINE UID information will no longer be provided. This will result in the following impacts:
Customer Conversations: LINE Notification Messages received by customers will no longer appear in their Omnichat conversation records.
Add Friend Tracking: It will no longer be possible to track which customers added the business as a friend after receiving a notification message. The “New Friends from LINE Notification Message” statistic will be discontinued.
Unaffected Areas
Add Friend Capability: Customers can still add the business as a friend after receiving notification messages; however, this data will no longer be tracked.
LINE UID Matching: Customers using SMS “LINE Add Friend Links” (generated with Omnichat parameters) to add friends will still support the “LINE UID <> Phone Number” matching.
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