Sep 4, 2024

Hello, dear Omnichat users!

Here are the latest feature updates:

1. Chat-to-Order｜New Button Added to the Order List for Viewing Customer Conversations

2. Cross-Channel Connector (OmniLink): Now Supports LINE

3. Other Feature Improvements:

   1. Web chat: Now supports tagging conversations via button replies and saving replies as custom attributes.

   2. Chatbot: The “JSON API” card has been renamed to “Call an API.”

Chat-to-Order｜New Button Added to the Order List for Viewing Customer Conversations

🙌🏻 Tiers: Chat To Order / WhatsApp Commerce add-on purchase is needed

📍 Feature Navigation：[Web] Chat to order management > Order List / [APP] More > Order List

You can now directly access customers’ conversations from the order list, making it easier for sales staff to communicate with customers regarding their orders.

• If the user does not have the necessary permissions to view that specific conversation, an error message will appear saying “You do not have permission to view this customer’s conversation.”

• Scenarios for Each Role Viewing Orders and Conversations:

Viewing Permissions by Role	Order List Visibility Permissions	Conversation Visibility Permissions
Administrator, Manager	All	All
Customer Service Manager	All	All
Customer Service Staff	All	Only conversations they are following
Sales Manager	Same branch as the one the customer is bound to	Same branch as the one the customer is bound to
Sales Staff	Same branch as the one the customer is bound to	Same branch as the one the customer is bound to

Cross-Channel Connector (OmniLink)：Now Supports LINE

🙌🏻 Tiers: Social CDP

📍 Feature Navigation：Social Subscription Management > Cross-channel Connector

OmniLink allows you to seamlessly guide customers across social channels and complete social channel binding. It centralizes customer data, tags, and profiles from various platforms into a single customer profile, giving you a more comprehensive understanding of each customer. This data integration can enhance broadcasts and advertising campaigns.

With this update, LINE has been added as a new “target channel”, and successful integrations can now trigger customer journeys.

You can now guide customers from FB, WhatsApp, or IG to LINE or WhatsApp, trigger specific messages, initiate customer journeys, and complete customer social channel consolidation.

Supported Channels for Cross-channel connection

• Source Channels: Facebook, Instagram, LINE, WhatsApp

• Target Channels: LINE, WhatsApp

OmniLink Integration Success Triggers: Now Supports Journey Activation

The actions triggered by a successful OmniLink integration now include:

• Sending a text message

• Sending a chatbot message

• New: Triggering a journey, supporting journeys with “system-triggered” conditions

Important Notes for Setting LINE as the Target Channel

1. You must first complete the LINE channel LIFF (LINE Front-end Framework) setup.

2. When redirecting from Facebook to LINE, due to Facebook’s inability to jump directly to LINE, users must manually select “Open in External Browser” to proceed with the redirect and complete the integration.

3. If a customer clicks the button to jump to LINE while having blocked the LINE official account, only the “Add Friend” screen will appear. After the customer adds the account as a friend, only the welcome message will be triggered, and the integration success message will not be sent. The customer will need to click the OmniLink button again after re-adding the account to complete the integration.

Other Feature Improvements

1. Web chat: Now supports tagging conversations via button replies and saving replies as custom attributes.

2. Chatbot: The “JSON API” card has been renamed to “Call an API.”