May 22, 2024
Hello, dear Omnichat users!
Here are the latest feature updates:
WhatsApp Flows feature is now available: You can create simple and engaging forms right within WhatsApp
Membership cards are now available for the WhatsApp platform.
The game module feature now supports the IG Channel.
Product referral links and abandoned cart remarketing messages now display different currencies based on the currency set on the product feed.
Remarketing Message 2.0 has been released
Keyword auto-reply 2.0 has been revamped and released
Conversation 2.0 is now fully available to all clients:
Message sending status
Sending WhatsApp sticker packs and LINE official stickers
WhatsApp Flows: New Feature Launched!
🙌🏻 Tiers: WhatsApp Flows add-on required
📍 Feature Navigation: Channels > WhatsApp Flows
WhatsApp Flows enable you to build and customize end-to-end, engaging forms on WhatsApp, helping customers to get things done faster on WhatsApp without needing to switch to another app, or visit a website.
As a business using WhatsApp Flows, you can build component-based, end-to-end experiences that enable your customers to:
Book appointments with you
Log in to their accounts with you
Give you fast and easy feedback
Fill out and submit forms
Sign up for events and promotions
Get information about your specific services and offerings (terms and conditions, pricing, etc)
Select and submit their specific customer support issues to your support team
Complete a survey
And much more.
How to set up WhatsApp flows, share them with customers, and view the responses
Step 1: Set up the WhatsApp Flow Form content
Our customer support team will assist you to set up and customize your flow on the WhatsApp manager backend.
Step 2: View the WhatsApp Flow List on the Omnichat Platform
Once the Flows are published in the WhatsApp management backend, they will appear on the Omnichat platform. You can then set up the response and interaction content.
The list will be updated from WhatsApp Manager once every hour (updated at 5 minutes past every hour).
The information you can view on the list:
Name: Not duplicated, maximum 200 characters. The name is not displayed to the customer.
Flow ID: Used to identify each Flow.
Category: Used to identify the type of Flow. A Flow can have multiple categories, including the following:
Sign up
Sign in
Appointment booking
Lead generation
Contact us
Customer support
Survey
Other
Status:
Draft: Flow content can be edited. Flows in this stage cannot be sent to users.
Published: Flow content cannot be edited.
Deprecated: Deprecated Flows cannot be deleted, sent, or reverted to the published state. Messages sent out cannot be reopened.
Paused: Detected abnormalities by WhatsApp Flow, so the status is changed to paused. In this state, sending or opening is not allowed.
Restricted: Detected abnormalities by WhatsApp Flow, so the status is changed to restricted. In this state, sending or opening is allowed, but it is limited to 10 Flow messages per hour.
Draft
✔️
✔️
Ｘ
Ｘ
Published
Ｘ
Ｘ
✔️
✔️
Deprecated
Ｘ
Ｘ
Ｘ
Ｘ
Paused
Ｘ
Ｘ
Ｘ
Ｘ
Restricted
Ｘ
Ｘ
✔️ (10 per hour)
✔️
Total Responses: The total number of responses for each flow
Actions
Edit: Navigate to edit the flow responses
Response Record: View customer response logs and content
Step 3: Set up the WhatsApp Flow submission response message and audience tags
Click on channels > WhatsApp Flows, click on the flow you have created, and customize the automatic response message that the customer will receive upon filling and submitting the WhatsApp flow form.
➊ Success Message
When a customer completes the flow, reply with the message content.
Default message: "Thank you for completing the response form!"
You can include emojis and contact names.
➋ Attached Message
Do not send (default setting)
Text
Chatbot Block (WhatsApp chatbot only)
➌Tags
Applying tags when the customer completes filling out the flow.
Step 4: Share WhatsApp Flow with Customers
You can share the Flow with your customers in the following ways:
Share the flow through the chatbot
We have added a new Chatbot card dedicated to WhatsApp flows. The card content consists of:
Title
None
Text: Limited to 80 characters.
Image: Up to 5 MB, exceeding will be automatically compressed.
Video: Up to 10 MB.
➋ Body
Required, can include emojis and contact parameters. Limited to 550 characters.
➌ Footer
Optional, limited to 60 characters.
❹ Button
Button Name: Required, limited to 20 characters (no emojis).
Flow ID: Required, you can only select from flows with the statuses "Draft", "Published", or "Restricted".
Screen ID: Default to the first set screen, cannot be changed.
You can only set up one button.
Share your Flow through WhatsApp message templates
You can add the WhatsApp flow inside your Omnichat whatsApp templates as a CTA button. We have added a new CTA button type called “Flow” where you can link your button to open a flow for the customer upon clicking on it.
Each template can only set up one Flow button, and it cannot coexist with other CTAs simultaneously.
New Flow type for WhatsApp Flow CTA buttons:
Button Name: Required, limit of 20 characters, with each Chinese character counting as 3 characters.
Flow ID: Only available for flows in the Published or Restricted status.
Screen ID: Default to the first set of Screens and cannot be changed.
You can share these WhatsApp templates or Chatbot blocks with your customers on 1o1 conversations, broadcasts, mass messaging and journeys.
Step 5: View or Export Response Records
For each flow you can click on Action > Response Records and view the list of all the responses of that specific flow:
View Response Records
Search and Filter
Search: Supports searching by name or phone number.
Filter: Supports filtering by specified date range, with no limit on the length of the date.
List Fields:
Name: Customer's name on WhatsApp.
Phone: Customer's WhatsApp phone number.
Response Time: the time when the customer completed the Flow form, format: yyyy-MM-dd HH:mm:ss.
List Display and Sorting: Displays response data for all dates, sorted from newest to oldest based on response time.
List Actions
View Response Content
Label: Represents the title, which is the field set in the Flow (on WhatsApp manager backend) as the label.
Response Content: Content of the customer's response.
Delete Response
Exporting the responses
You can also select a specific time period or search and filter a specific list of responses and export them as CSV by clicking on the “Export Response Record” button on the top right corner.
Default export includes all response data of the Flow.
If there's a time filter, it exports response data within that specified time range.
If there's a search filter, it exports response data based on the search results.
Exported file name: Flow name
Exported CSV fields:
customer_name: Customer's name, default field.
customer_phone: Customer's phone number, default field.
customer_response_time: Time of customer's response, default field.
Other fields will be displayed based on the Flow settings.
Which roles have access to view, edit, and export the WhatsApp flows
Here are the different roles and WhatsApp flow permissions:
Administrator
✔️
✔️
✔️
✔️
Manager
✔️
✔️
✔️
✔️
Marketing Staff
✔️
✔️
✔️
✔️
Customer Service Manager
✔️
✔️
✔️
✔️
Customer Service Staff
✔️
Ｘ
✔️
Ｘ
Sales Manager
Ｘ
Ｘ
Ｘ
Ｘ
Sales Staff
Ｘ
Ｘ
Ｘ
Ｘ
Marketing & Customer Service Staff
✔️
✔️
✔️
✔️
You can refer to the following documentation for the step-by-step process of WhatsApp Flow setup:
Upcoming WhatsApp flow features in 2024:
Webhook setup, allowing response events to be forwarded after customers’ completion, enabling clients to access customer response data.
When customers fill out a Flow via Messenger ads, events can be sent to Meta Ads.
Replacing the WhatsApp Flows Builder UI, allowing customers to set up WhatsApp Flows within the Omnichat platform
Sending customized response messages after successful form submission.
Saving Flow responses as custom attributes.
WhatsApp Membership Card has been Launched!
🙌🏻 Tier: Membership card module add-on required
📍 Feature Navigation：Channels > Member Card Settings
The membership card module now is available for the WhatsApp platform!
Last year, Omnichat introduced the LINE membership card module, allowing customers to access membership cards on LINE to view member ID, levels, points, shopping credits, and more, creating a seamless omnichannel membership experience. Now, this functionality is also available on the WhatsApp platform! Whether it is system default customer data or data stored in custom attributes, it can all be displayed on the membership card.
WhatsApp membership card settings include:
Requirements for displaying the member card
Membership center (displayed content settings)
Appearance settings (membership card banner)
During the setup, you can preview the changes in real time on the right side!
Requirements for displaying the membership card
This section allows you to set the conditions that contacts must meet to be able to open the membership card, as well as the message to display when a contact does not qualify.
"Display if Omnichat has the member ID" Setting Enabled
When a customer clicks on the membership card link, the system first checks if the customer's data contains a member ID.
Customers with a member ID in their data can successfully open the membership card.
If no member ID is found, the membership card cannot be opened, but a popup window will guide the customer's action. You can set up:
Popup message
Button text
Button link
"Display if Omnichat has the member ID" Setting Disabled
When a customer clicks on the membership card link, the membership card screen will always be displayed regardless of whether the customer data contains a membership number. If no data is available, it will display "-".
Membership Card Content Settings
In the "Membership Center" section, you can set up the content displayed on the membership card.
Membership Barcode
You can enable or disable the display.
Supported formats include Code128, Code39, EAN-13, and QR Code.
Information Display
You can customize the fields of membership card data and their display names.
The display fields can be customized in any order.
There is no limit to the number of display fields, but the same data cannot be displayed repeatedly.
Supported display information includes:
Name
Member ID
Phone
Email
Accumulated points (requires purchase of points feature)
Points balance (requires the purchase of points feature)
Custom attributes (requires the purchase of custom attributes feature)
Appearance Setting
You can set up a banner at the top of the membership card page.
If no image is uploaded, then the member card screen will not have this section.
The recommended size for uploaded images is 1200 * 512 px, and the image size will be automatically scaled proportionally. If the proportions are not equal, there will be some white space around.
After Setting Up, How Can Customers Open the Membership Card?
Once the WhatsApp membership card is set up and activated, you can provide the membership card link to customers in the following ways:
Use the system default module "Member Center" in the bot builder
Setup: bot builder > Add WhatsApp chatbot > Add "Text Message" card > Click button name > Reply to conversation module and select system default module "Membership Center" from the drop-down menu.
Quick reply buttons in WhatsApp message templates
When sending WhatsApp message templates in broadcasts, journeys, or conversations, in the editing content > Buttons (type - Quick Reply) > Select "Membership Center" as the button action.
The Game Module is now available for the Instagram channel
🙌🏻 Tiers: Requires Game Module add-on purchase
📍 Feature Navigation: Game Modules
With the Game Module, you can attract new customers to join, increase your interaction with existing customers, and improve conversion rates. The Game Module allows marketing teams to quickly plan campaign activities by customizing prizes, winning probabilities, and adjusting game interfaces, making it easy to launch a campaign!
The Omnichat Game Module supports multiple social media platforms. Many brands have successfully conducted campaigns through the Omnichat Game Module on WhatsApp and LINE. Now, the Game Module is also available for Instagram!
We look forward to seeing you use the Game Module to create engaging and converting campaigns on Instagram!
Please note that IG games can only be triggered by links placed in message cards in the chabot, and cannot be directly triggered from external sources (e.g., EDM) by clicking on links!
Product referral links and abandoned cart remarketing messages now show the currency based on the product feed
🙌🏻 Tiers: All plans
📍 Upload Product Feed: Settings > Product Feed
In the sent product referral messages and cart remarketing messages, the currency symbol "$" is now replaced with the currency value filled in the "sale_price" field uploaded in the product feed.
Currently supported currencies and symbols:
USD: US$
HKD: HK$
MOP: MOP$
TWD: NT$
SGD: S$
MYR: RM
THB: ฿
IDR: Rp
AUD: A$
JPY: JPY￥
KRW: ₩
If the currency uploaded in the product feed is not included in the list above, it will be displayed as "$".
Remarketing Message 2.0 Upgrade Released!
🙌🏻 Tiers: All plans with marketing features
📍 Feature Navigation: Marketing Automation > Remarketing Message 2.0
Omnichat's remarketing message allows you to tag, display on-site messages, send social media retargeting messages, and trigger customer journeys based on customer website browsing behavior (page views, time spent, visit frequency).
Now, this feature has been revamped!
In addition to the updated design style, the following interface optimizations have been made:
Campaign Status: The old version had only two statuses, active and inactive. The new version has been adjusted to three:
Disabled: Campaigns that have not been published yet or were manually closed.
In Progress: Campaigns that are currently running.
Ended: Campaigns with a set end time that has passed.
Marketing Campaign Overview Page: You can now view multiple campaign details without having to click on each one. Compared to the old version, it includes the following additional information:
Campaign dates
Trigger conditions: Page visits, total visit count
Creation time
Finally, data statistics are consolidated on the "Dashboard" page. To view the dashboard, click on "More" on the top right side of the overview page, and you will see the option to go to the dashboard.
Keyword Autoreply 2.0, Revised and Released!
🙌🏻 Tiers：All plans with customer service features
📍 Feature Navigation：Advanced Automation > Keyword Autoreply 2.0
Omnichat's keyword autoreply offers high flexibility and is widely used and loved by users in both marketing and customer service.
Key features:
Flexible Keyword Settings: You can set up multiple keyword responses at once. Responses can be triggered by any content received, or only when the message exactly matches the set keywords.
Multi-Channel Group Settings: You can group keyword auto-replies and set responses for multiple specific channels within each group. This allows you to activate, pause, or delete multiple keyword auto-replies simultaneously, making it easier to manage multiple brands and promotional campaigns.
Keyword Autoreply Links and QR Codes: After setting up keyword auto-replies, you can obtain a link or QR code to trigger the autoreply. This enables precise interactions and with customers without channel restrictions. Common use cases include scanning a QR code to receive coupons or start a game module.
Keyword Autoreply 2.0: List Page
Error Messages
Error messages are a newly supported feature in this update.
The following scenarios will display an error message:
Grouping: If any target channel is deleted.
Autoreply Rules:
If the chatbot is deleted.
If the response content does not meet the platform conditions. For example, if a keyword trigger message is set to a sticker pack and then the WhatsApp channel is removed.
Keyword Autoreply 2.0: Reply Rules
Clicking "Add New Rule" or "Edit Rule" will take you to the keyword autoreply rule editing page.
In addition to design optimizations, this page now includes a "Message Preview" feature, making it easier to confirm that you have selected the correct response content during setup.
Keyword Autoreply 2.0: Group Reports
To view the trigger count of keyword auto-replies, click on the "⋯" in the upper right corner of the reply group and select "Reports".
Once on the reports page, you can see the trigger count for each auto-reply rule group and the trigger count for each channel.
Conversation 2.0: Now fully rolled out！
🙌🏻 Tiers：All plans with the customer service features
📍 Feature Navigation: Conversation 2.0
The Conversation 2.0 version is now fully available to all clients.
The old conversation page is scheduled to be removed from our platform in August 2024, so please take the time to familiarize yourself with the new interface.
Message Status Explanation:
Sending: Indicates that the message is currently being sent.
Sent: This means that the message has been successfully sent to the social media message API.
Received: Indicates that the message has been successfully delivered to the customer's end. At this stage, WhatsApp messaging fees may apply. Possible reasons for failure to deliver to the customer's end:
The customer has not accepted WhatsApp's Privacy Policy & T&C.
The customer's phone is offline.
Read:
Supported for FB/IG/WhatsApp.
For LINE: Officially, there is no "read" webhook available. Messages will remain in the "received" state. However, if the customer replies to a message, all messages sent by the staff will be marked as "read."
For Webchat: When the customer opens the chat plugin, messages will be marked as "read."
Failed: Messages may fail to reach the customer's phone after being sent, and an error reason will be displayed in the conversation.
Sending WhatsApp Sticker Packs and LINE Official Stickers is now available
Conversation 2.0 now supports sending stickers!
New "Sticker" Button:
While sending a message, you can click the "Sticker" button to open the sticker window (steps 2-4).
Sticker Pack Selection:
At the bottom of the sticker window, you can switch between "Sticker Packs".
(The first sticker serves as the default menu presentation).
Sticker List Display:
Upon switching sticker packs, the corresponding "Sticker List" will be displayed.
Clicking enables sending the sticker.
"Recent Sends":
"Recently Sent" records the last 16 stickers sent by team members,
(Limited to the same device and browser).
This feature is limited to WhatsApp and LINE channels:
LINE can use LINE official stickers.
WhatsApp requires an additional purchase to upload and use sticker packs.
Feature Toggle:
whatsapp_sticker_pack
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