Smartsupp Updates

Here’s a brief summary of the features we added during May 2021. Some of these features were mentioned in the previous release notes article by mistake so we relocated them to this one to keep everything clear and correct.

Chatbot

• Multilevel chatbot – you can now create decision tree chatbot
• You can set up chatbot URL conditions
• Improved chatbot builder
• Each branch in chatbot builder is now collapsible which makes the tree cleaner - You can open and close each branch of your chatbot which makes creating of the chatbot simple

Dashboard and chat box

• New help panel in the menu section to make it easier to reach for help
• New billing flow
• Chatbot onboarding – after reading about our chatbot new users creating an account will be prompted to set up their first chatbot during onboarding

Mobile apps

• You can now renew your subscription right from our mobile app
• Possibility to connect your Smartsupp account with Facebook Messenger directly from the app
• New option to receive notifications even when you’re offline
• Possibility to send a live chat conversation transcript via email directly from the app
• You can use the notification to reply to a message

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 is a brief summary of the features that were added between February and April 2021.

Don’t miss

• dashboard academy – when you resolve all the conversations with your customers, you can learn more about how to profit by using Smartsupp
• automatic chat resolve – conversations will be automatically marked as resolved after 30 days of inactivity

Dashboard and chat box

• improved Video Recording settings
• wire transfer is no longer available in our billing
• improved onboarding for new customers - videos and tutorials about Smartsupp installation on platforms (WordPress, Prestashop etc.) added to the onboarding for new customers

Mobile apps

• autocomplete tool for your shortcuts in chat
• option to renew the subscription at the app
• autocomplete tool for your shortcuts in chat
• design changes of visitor detail
• possibility to mark a conversation as unread
• searching and filtering resolved conversations

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.

Do you prefer using a tablet to a computer or laptop at work? Good news! Smartsupp is now fully responsive for tablets in all browsers.

Of course, you can also use our mobile application, which is available for both Android and iOS.

By connecting Smartsupp events with Google Analytics you can analyze conversations better and constantly move your business forward.

Recently, there was an issue with Google Analytics, when some events were duplicated and sent twice. Now the issue is fixed so the following section in the Help center is correct .

Here is a brief summary of the features added in December 2020 and January 2021.

Don’t miss

• FAQ chatbot - answers FAQs via live chat automatically
• Facebook Messenger integration - allows you to receive and answer Facebook messages from Smartsupp dashboard

Dashboard and chat box

• new email notifications for missed conversations (read more)
• improved and more detailed statistics
• new email notifications for missed conversations (read more)
• simplified recording settings (moved to dashboard)
• focused elements are highlighted

Mobile app

• added conversation guide (Android)
• in-app notifications for incoming visitors (Android)
• added conversation guide (Android)
• the bug where visitor list wasn’t automatically refreshed was fixed (Android)
• added visitor simulation (Android)
• added conversation guide (Android)
• app will alert you that you won’t receive notifications when you go offline (iOS)
• improved integration with Facebook Messenger (iOS)
• improved error messages in conversations, closed conversations, visitors list and chat (iOS)* improved integration with Facebook Messenger (iOS)
• minor bug fixes

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.

Do you have your own Facebook page? If yes, there’s no need to check new incoming messages on Facebook and Smartsupp separately anymore. Connect your Smartsupp account with Facebook Messenger and respond to every message comfortably from one platform.

Read more about our FB integration →

As you can tell from the name, FAQ chatbot is a chatbot that automatically answers your customers’ most frequent questions. Prepare 5 quick replies in advance and then let the chatbot respond on your behalf. It will save you a lot of time and provide an instant reply to your curious customers.

Read more about our FAQ chatbot →

There are two new features in Smartsupp which you’ve been asking for. Both are connected to conversations.

If you miss a conversation, we will send you an e-mail notification about that. Cases, when the user opened a conversation and left the site without being unserved are considered missed.

Read more about missed conversations and how to set up this notification→

You will see more conversation categories under the Opened tab. This will make your work smoother and your dashboard cleaner. Please, read our more detailed article in help.

Read more about new categories →

Here is a simple summary of the features added in November:

Dashboard

• setting up your profile is simpler (see here)
• multiple agent per chat prevention (see here)
• message source icons (see here)
• “required” or “optional” settings for e-mail input in the contact form

Mobile app

• app speed and stability improvements
• minor graphic changes
• free package color settings bug fixed
• notifications are shown when app is opened
• messages that failed to sent have red background
• conversation/last message channel is displayed

BETA users

• Facebook messages integration
• new statistics UI, including new metric – online time
• conversation categories

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.

In the new version, you’ll see the source channel of every message. There are two new icons that will tell you. In the conversation list, you’ll immediately recognise the source of the last message in a conversation.

Red envelope icon indicates an email message. If you want to respond to this message and you have the user’s e-mail in Smartsupp database, you can choose to send a live chat reply (providing the user is still on your website) or an e-mail message.

Blue icon with Facebook Messenger logo indicates a message that was sent to you from Facebook. If you reply, the message will be sent back to Facebook (available only for Beta users).

With these icons, you will have a better overview and be able to decide which conversation has a higher priority. Our experience shows that people do not expect e-mails to be answered as quickly as live chat or Facebook messages.