Smartsupp Updates

We are about to launch a new Smartsupp. What can you expect?

We have prepared a lot of news for you. Not only the chat box, but also the dashboard is changing completely. When can you expect to see the polished product? We will gradually switch customers in waves after weeks so that we can answer any questions and keep all of you as satisfied as possible. We start on June 17. Let’s look at the individual changes in more detail.

New dashboard

Conversations divided into categories

Conversations are the cornerstone of Smartsupp. For that reason, you will see them right after logging in and you can immediately focus on visitors who need your advice. Conversations are now divided into “Open” and “Closed” and you will find them all nicely located together in one tab.
If you work in a team, you will also appreciate the new feature of assigning a conversation to multiple agents.

Email integration

Email integration is already in the pilot phase. It means you will see offline messages in your dashboard, where you can reply to them directly! Great, isn’t it? The agent will also receive an email notification about the offline message.

Browsing your users in the Visitor list

And don’t worry, we also didn’t forget the Visitor list. It moved to the second place and got a bright new coat. Browsing your users and getting know them better is now much easier.

A New chat box

The modern and elegant look of the new chat box is definitely striking. But design is not the only thing we have improved.

File sharing

We believe that we will definitely make you happy with the possibility of sending files, both from the chat box and from the dashboard.

More personal conversations

We’ve also added a few emojis to make your communication with customers even more personal. For this reason, more focus is also placed on displaying the photo and the name of the operator in the header, and it will no longer be possible to set the name and logo of your company.

Changes in API

Because we tried to simplify the setup of the entire widget, we removed some API calls. If you use some advanced API functions, be sure to read the following few lines which describe what is changing.

If you are using Content Security Policy (CSP) on your website, you will need to add the following rules for Smartsupp to work correctly until April 28th. https://www.smartsupp.com/help/how-to-use-smartsupp-with-content-security-policy-csp/

To avoid sending spam emails with your offline messages, we’ve added a condition to verify the email address to which offline messages go to. So if you want offline live chat messages to go to a different email than your registration email, you need to verify the e-mail address in your account Settings here.

We just can’t stop working on solutions making your work easier.

Get ready for a new era of Smartsupp, combining the good, old chat (with an improved look though) with Facebook messenger and email!

You can also sign up for beta testing in this article here: https://www.smartsupp.com/blog/smartsupp-integrating-facebook-messenger-e-mail-soon/

Android app
We already informed you about our new mobile app and what it brings. Now we have great news for all Android users - you can find your app in the Google Play store! Download it here and start enjoying it today.

Save message as a Shortcut
Have you just sent a message with detailed instructions and would like to save it as a shorcut for further usage? No problem. Just click on the three dots next to the message.

Domain whitelist
If you want to be sure that your Smartsupp chat code can only be implemented on your site, add your domain to a field in Settings > General.

You surely have noticed a few changes over the past few months – a new website, our new dashboard, the mobile app and there’s more changes in the wind – a new Smartsupp widget!

Although it is not finished yet, you can already read what changes it will bring. And in case you are interested in a widget sooner than everyone else, you can sign up for beta in the blog post.

Read the article here: https://www.smartsupp.com/blog/new-smartsupp-chat-box/

We are bringing you a new, shiny, redesigned Smartsupp mobile app! The iOS app has already been released and the Android app will be ready for you in just a few weeks.

And what have we prepared for you?

• Completely new design
• Better overview of the open and close conversations
• Detailed visitor info and browsing history
• Settings - you can now customize chat box, edit shortcuts or turn on/off automatic messages
• Agent profile settings and statistics

We have also written an article where you can read more about the changes. https://www.smartsupp.com/blog/smartsupp-chat-mobile-app/

Go to the App store for downloading the app and let us know what you think!

We had to temporarily suspend the possibility of exporting a chat conversation in PDF because of a bug. We’re working hard on fixing this feature. We apologize for this inconvenience.

URL in the browsing history

In the browsing history, you can find the exact URL of the specific page which your customer visited. Just hover over the page title to show the URL.

Send a copy of an ongoing chat to email

Do you have an important conversation with your customer? Now you are able to send a transcript of an ongoing chat to your email.

Keep a message if the customer leaves the site

If a visitor leaves the site while you are writing a message, it won’t disappear. Now the message stays in chat and you can send it to the email.

Content Security Policy (CSP)

If you are using Content Security Policy (CSP) on your website, you will need to add the following rules for Smartsupp to work correctly until May 8th. https://www.smartsupp.com/help/how-to-use-smartsupp-with-content-security-policy-csp/

Whitelisting domains

If you are dealing with whitelisting domains, we updated their list, which can be found on the link below. Please add the new domains until May 8th. https://www.smartsupp.com/help/cant-see-dashboard/

If these terms don’t tell you anything, you’re probably not dealing with them in the company. To be sure you can ask your IT department.

Server changes

We recently changed the server, the new one identifies your not logged in visitors in a different way, than the previous one. Don’t be alarmed if you see random characters instead of the numbers, everything is working correctly!