Looking for more flexible chatbot conditions? Look no further! You are now able to choose whether you want your chatbot to be triggered when all conditions are met (AND), or simply when one condition has been met (OR). This allows you to combine various different scenarios for chatbot communication with visitors to deliver a more personalized online shopping experience, and also enables you to target visitors at the right time and place.

Put into practice, this could look as follows: Let’s say you want to trigger the chatbot only on your homepage and pricing page, but not on the other pages of your website. By using the OR condition, the chatbot will be triggered only on one of these two pages.

Video recordings in Smartsupp empower you to easily spot trends in buyer behavior to help you optimize your website and improve business. You can now also see visitor video recordings paired with their corresponding live chat message. This is particularly useful for various business needs since you now have the specific conversation with a customer coupled with their movement on your site–here are just a few core benefits we can think of:

1. Quickly identify the needs and preferences of your visitors for their next shopping experience, since you can see a video of their activity on your website in the chat info panel of their conversation with you, once they leave the page.
2. Learn how to assist visitors more effectively, fix website issues, and optimize user experience. Paired video recordings with live chat show you where, why, and how that specific user encountered a problem, so that in the future you can avoid it from occurring again by literally seeing exactly how it happened and making the necessary page adjustments, rather than relying on visitor feedback alone.
3. Benefit from a greater ease in identifying and assisting your best customers, those who you were chatting with in the past and that you know are more likely to make a purchase, especially since you can see what they are most interested in buying.

Your chatbot can be now used to receive visitors on your site before they contact a human on your customer care team. This helps free your team’s hands so that they can focus on the visitors who did not get answers to their questions through the chatbot alone.

So be it the essentials like providing opening hours, delivery details, shipping costs, and so forth, your chatbot offers your sales and customer care representatives the perfect first contact agent for potential customer inquiries. Read more.

Working hard? Edit your chatbot on the go–stay ahead of the game when you are away from your desktop.

Simple and easy-to-use interface. Delivers a preview of your chatbot and also allows you to see its conditions. And if you wanna get weird and adventurous, you can even create a far-out chatbot with 500 nodes. 🙃

Chatbox Improvements for Mobile Phones and Web

Apart from the improvements to the chatbox Settings on mobile phones and the overall functionality for those of you working on the go, we also made notable improvements to the chatbox functionality on your website. You will notice that the chat window is now smaller and faster to load. It is also more reliable and scores better on Page Speed measurement tools. We have also removed unused code and decreased the size of the bundle load by 25% as well as the Time to Interactive (TTI). The main warning message occurring on the page speed measurement tools like Lighthouse (error stated when using document.write(), where you may find page load delay issues that can last for ten seconds) is now resolved due to this technology update. The overall performance score is now better than before, and best of all, we will continue to optimize this further in order to go from a score of 98 to a very sturdy 100!

Third-Party AI Chatbot Integration Support

We now support the integration of third-party conversational AI chatbot providers built on the Microsoft Bot Framework: https://dev.botframework.com/. Quickly implement advanced, humanlike conversations to assist you in expediting replies to visitor inquiries. You can also use advanced chatbots with NLPs to perform out-of-the-box integrations with other systems. Last but certainly not least, you’re now able to run these advanced chatbots in your Smartsupp environment almost seamlessly to communicate within your CRMs, ERPs, ATSs and other e-commerce backend systems. If you are interested in implementing third-party chatbots, please feel free to contact us via the form on the bottom of our Help page for more details.

Bug Fix: Scrolling Fixed for Better UX on iPads

Did you have some issues scrolling through your Smartsupp dashboard when using your iPad? We’ve fixed those! Give it a try on your tablet now and let us know if you have any problems, but we have tested various usage cases and as far as we can see you are able to scroll without issue.

Bug Fix: Improved Masking of Credit Card Numbers in Chat

If you were trying to include the full length of identification numbers from a credit card and make it visible in the chat window, but all you saw were stars, we now improved this so that these numbers are no longer masked.

Chatbot Builder and Upcoming Enhancements for Mobile Apps

Back in November 2021 we released the Chatbot builder for Android phones. You can now also build Chatbots for iOS, currently without conditions. In February we will release a redesigned chatbot for both Android and iOS platforms. Thereafter, in upcoming months, we will be working on new chatbot web features such as conditions as well as other helpful tools.

So be ready to get your bot game on and strong in 2022 with Smartsupp!

We’ve removed the option to set up online/offline status in the login page but you can still change the availability settings in the dashboard.

After logging in to your account, you’ll be automatically switched to online or offline status based on your last status. You can still manually switch to online or offline mode directly in the dashboard by clicking on your profile picture in the left panel.

Here’s a brief summary of the features we added during October 2021 but first of all let us invite you to our second webinar: so

How to use live chat and chatbot to boost your business 💪

On November 16 you can join our second Smartsupp webinar. It starts at 6 pm CET and this time we’ll be presenting in English.

Here’s what you’ll learn:

• Why is the combination of live chat + chatbot so powerful for increasing conversions
• How to engage more customers and make conversations more efficient
• Specific tips on how to create your own chatbot
• Examples of real chatbots to get you inspired
• Bonus: How to prepare for the Christmas season with Smartsupp 🎄🎅

And now let’s go to take a look at what’s new in the product:

Chatbot

• Newly added chatbot conditions allow you now to target your customers better. You can set up when, where or to whom you’ll show your chatbot and customize it according to your needs. Display specific chatbots on specific pages, reach out to your customers at the right moment, and increase the chances that you make a sale.

Mobile apps

• Apple Pay is coming soon – we try to keep it simple and convenient. That’s why you’ll be soon able to pay right from your Apple devices and manage your subscription whenever and wherever you are.

New Shopify plugin

• We’ve just released a new add-on in the Shopify app store that will help you to engage your customers and make more sales. Let’s check it out.

If you’re using the old version, please take a minute to install the updated version which you can find here: https://apps.shopify.com/smartsupp-chat. The old version will be deactivated on 1. 1. 2022, so make sure you do not lose the benefits of connecting with your customers.

Still confused? Contact us via the chat box in your dashboard and we’ll be happy to get in touch with you. Please note that customer service is included only in paid packages.

Here’s a brief summary of the features we added during September 2021.

Our first webinar

We organized our very first webinar for Czech speaking community and it was awesome! We thank all 160 participants the webinar for joining us.

• English webinar is coming soon – because we were so surprised by such a great interest and the atmosphere was absolutely amazing, we’re considering organising another webinar, this time in English. Would you be interested? Stay tuned!
• Stay up-to-date with our social profiles – when there is something new or coming, social media are the first place where we let you know about that. Follow our Facebook and X to stay in the loop!

Mobile apps

• Use the value of SmartHub also in our app – from now on you can use our SmartHub also in you mobile device. SmartHub is a place where you can find useful information that will help you stay ahead of your competitors (check it out or see screenshot).
• Outperform your competitors – take a look at our articles and recommendations in mobile SmartHub to improve your communication and be the one who is loved by their customers.

Dashboard and chat box

• Choose which shortcuts you are going to use – you can select the maximum number of live chat conversation shortcuts you want to use right in the shortcuts settings and also have more shortcuts (the ones exceeding the limit) saved. This way you have them ready for use whenever they may come in handy. We recommend you use this option to save temporary shortcuts such as Christmas or Valentine ones, and activate them only for the season.

Chatbot

• Use different chatbots for different languages or categories – you can create more than one chatbot in your account. This will help you handle situations such as a website with multiple languages, domains or when you want to create different chatbots for different categories.

New Shoptet plugin

We published new Shoptet plugin which allows you to have even better overview of your customers. Let’s see how it can help you.

• Better customer information overview with the latest orders – when in conversation, in addition to the total number of orders and the total money spent by the customer, you will also see a list of customer’s latest orders.
• Upgrade to the new plugin – the old plugin is not going to be supported anymore so please, update to the new one if you use Shoptet as a platform for your e-shop.

Still confused? Contact us via the chat box in your dashboard and we’ll be happy to get in touch with you. Please note that customer service is included only in paid packages.

Summer at Smartsupp was really hot. We managed to add some cool features and improvements we would like to share with you. Take a look at a brief summary of the the ones we added during June, July, and August 2021.

SmartHub

Introducing SmartHub - a place where you can find useful information that will help you get ahead of your competitors (check it out or see screenshot).

Chatbot

• Multiple chatbots in one account – finally, you can create more than one chatbot in your account to handle situations such as a website with multiple languages, domains or when you want to create different chatbots for different categories.
• Branches created by mistake can be easily fixed – with the new option to move the chatbot messages among individual levels and branches of the chatbot.
• Duplicate bots when creating similar ones – just click on the „Duplicate“ button when you want to create a similar chatbot, use the previous one as a template for the new one (e.g. when creating chatbots for other languages).
• More comprehensive chatbots – each branch can have up to 10 levels of messages so you can design even more complex chatbots.
• Automatic saving in chatbot builder – you don’t need to think about saving all of your changes when building your new chatbot, they are saved automatically with every change you made.

Mobile apps

• Be notified even in offline mode – you can turn on notifications for offline mode so you can be notified about new messages, this way you can decide whether you respond now or later.
• Send GIFs in the live chat – you can send animated images to your customers (or vice versa) to make the conversation friendlier.
• Little improvements – we made some little changes to improve shortcuts and groups management.

Still confused? Contact us via the chat box in your dashboard and we’ll be happy to get in touch with you. Please note that customer service is included only in paid packages.

We know that there can be situations when you don’t have time to talk to every single one of your customers. Still, you don’t want to miss out on an interesting inquiry. That’s why now, you can get notifications to alert you of incoming messages even when your chat is offline! You can turn on these desktop notifications in your settings.

Notification settings →