Smartsupp Updates

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.

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.

Here is a simple summary of the features we have added this October:

Dashboard

• “Resolve” button added into the left panel on hover (see here) - so you have faster access to this feature and have the open tab clean.
• Export conversation - only paid packages (see here) - so you can analyse them and get valuable data if you want.
• “Resolve” button added into the left panel on hover (see here) - so you have faster access to this feature and have the open tab clean.
• Insert Shortcuts via “/” (see here) - so you can  insert a shortcut anywhere while writing a message. E.g. you can use slash for inserting your signature when writing an email.

Mobile apps

• Reply via email.
• New visitor notification - so you never miss an opportunity to engage your visitors.
• Reply via email.
• New attachments gallery -> picture and file viewing, sharing, download.
• New message statuses -> sent, viewed etc. - so you always know if the visitor has received or rea
• Reply via email.
• Copying text via pop-up menu.
• Changing the visitor name.
• Dialing customer by clicking on their number.
• New ways to Resolve conversation (see here) - so you have your open tab clean.

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.

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/