Smartsupp Updates

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.

We constantly improve Smartsupp using your feedback but, sometimes the change isn’t so obvious and you only find it after exploring the product yourself. We prepared an overview of all the new features, so that you do not have to play Indiana Jones finding them yourself :)

Read more.

The new version of Smartsupp offers you many more functions, so it is no longer necessary to set some functions via the API.

Here we will introduce 5 popular functions that work differently in the new version of Smartsupp.

Read more.

In order to always be able to reply to a customer’s message, we recommend using the Authorization form in which the customers write their contact info before asking you a question. This will allow you to reply to any messages you have missed.

If you have not collected the contact information from the customer, it is not possible to reply and nothing can be entered in the text field of the message.

You can activate the form here.

Smartsupp dashboard has a new look, new features and a useful Chatbot garage, that will help you enage more visitors than ever before.

https://www.smartsupp.com/blog/smartsupp-dashboard-chatbot/

We collected your requests and as an answer we bring you the beautiful new chat box. It is stylish and it can also share files.

What else have we improved? Check out our blog: https://www.smartsupp.com/blog/file-sharing-much-new-chat-box/

With the new dashboard comes another change. Agents who are disabled do not have access to Conversations. However, they can manage Smartsupp account Settings, including Billing section. You can set status of each agent here.

We believe that many of you are taking advantage of the possibility to connect Smartsupp events to Google Analytics. This allows you to analyze conversations better and constantly move your business forward.

With the new Smartsupp version come changes in Google Analytics events. We’ve adjusted them to help you analyze the progress of your conversations better. And we also added some brand new ones! Current events that are sent to your GA accounts are listed, even with a brief description, in our article in the Help section.

An important note in conclusion. We have changed the titles of events that we send to GA. This means that if you work with events in your own reports or, for example, you send them to Google Ads as goals, you need to update it in those systems.

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/