June 10 2021
Changes / Fixes / Additions
- Fix: You can now add a new line in the chat box and the new lines in approved WA templates are respected now as well.
- Fix: The invitation email had a cropped Saysimple logo.
- We integrated a new Business Service Provider: MessageBird.
* Channel settings page with business hours, replies etc
* Send and receive messages
* Send and receive files
* Auto import of Approved WA templates
* Use of Teams
* Use of Smart Routing
* Media templates in next sprint (files in a Approved WA Template)
June 17 2021
Changes / Fixes / Additions
- Chronological order mismatch. A customer experienced some messages showing at the wrong order.
Custom Calendar Insights
Added to Insights: we added a calendar function to report between two dates.
Smart Routing – Process more messages in incoming new chat
As per customer request we have made it possible to have Smart Routing check the first, second and/or third message if it’s “hit” by a smart rule. Sometimes customers sending in a new conversation say:
Message 1: Hi, im Richard
Message 2: I have a question about my Invoice
default we would only look at message 1. If there is a rule with “invoice” in it then it would not be triggered.
If we would have set the smart rule to check in first three messages, then this rule would have been hit.
Remark: if one keyword/rule is hit in the first message then the second and third are skipped. Same for message 2. if that is hit, rule three is skipped. So, once there is a hit, other rules / keyword matches are skipped otherwise you can have a weird situation with conversations.
In this example we have it set to two messages.
In this conversation you see the question is about making pancakes.
The first message does not trigger the rule, the second does because it has “eieren” in it.
The message is not Tagged with “kookboek” and “feestje” according the rule and assigned to team Haarlem.
Adyen payment plugin
We have connected a new payment provider: Adyen.
This plugin works basically the same as AcceptEasy. The Agent can create a one time payment (singnular) link or a link that can be used multiple times (multiple).
Description = Description for the customer that will be used in the text
Reference = internal reference for the Agent (like an invoice number)
Expiry time = set values for how long a payment link is valid
Usage = Singular or Multiple – how much times a link can be used.
The customer does need to have a Adyen account and provide the API information in the plugin.
Also the personal message can be changed (only 1 language available at this moment)
Locale = used for the Adyen integration to show an english payment page or other language.
June 10 2021
Platform status embedded in platform
We have enabled a platform status feature where users of our platform will automatically informed if there is a severe issue on the platform.
This is not automated but initiated by Customer Support (Tom) or DevOps (Wim). Once a new issue arises where we feel the need to inform all customers, we will add an issue to status.saysimple.com
Our customers can subscribe to specific issues or the status page so they are proactively informed.
This feature will enable us to proactively inform our customers, keep them informed and minimise the pressure on customer support if there is a major issue.
July 1 2021
Smart Inbox
We have enabled a “Smart Inbox” setting meaning the Agent can now decide for themselves to enable Smart Inbox or disable it. In this way the inbox (New, Team, My, Open) will show the incoming conversations based on this setting. The setting can be changed under Settings > User Settings
What is Smart Inbox?
Previously our standard Inbox behaviour was “Smart”. Meaning the longest waiting customer on a reply would be shown on top of the list. Thats a great setting for good quality customer service but not always wanted. Some customers wanted to always have the latest message/conversation on top of the Inbox (same as email). So we made the setting to change from Smart Inbox (ON = default) to OFF. So we basically had Smart Inbox all along, but now made it possible to de-activate it.
| Smart Inbox ON |
|---|
| The longest waiting customer for an Agent to reply is shown on top with VIP contacts/channels still above them. |
| Smart Inbox OFF |
|---|
| The newest conversation and/or customer reply will always be shown on top with VIP contacts/channels still above them. |
Automatic Agent Signature
As per request we have added a feature where the Channel Manager can enable automatic signatures on outgoing WhatsApp messages. (this is not the same as the E-mail signature).
We have chosen to give this permission to a channel manager because he/she decides on the “quality” and overall installation how Agents should work. An Agent cannot overrule this setting.
When enabled by the Manager the automatic signature will always be added to the message the Agent sends. Per channel this can be set to ON or OFF.
The name that is used to be added to the message is the “display name” of the Agent. We decided that we do not add another field especially for this purpose so we used “display name”.
This display name is taken and added a ^ in front of it.
The agent can see if this is enabled by looking at the bottom of the reply field. In this example ^Bob is added to every outgoing message this Agent sends. If he wants to change “Bob” to something else he can do so in his own personal settings. If the display name is empty, then nothing will be added to the message.
The outgoing message looks like this:
July 5 2021
Instagram Messaging
We now have support for Instagram. Instagram is still in early beta phase and only Instagram accounts with between 10k and 100k followers. Instagram will likely be adding smaller accounts in a few weeks time. This info will be available at our client support team.
Instagram channel supports:
- Messages inbound and outbound
- Images and files
- Emoji’s
- Username of Instagram account passed to our platform
- Animated GIF from the mobile app sent to our platform
- Sent, Delivered and Read checkmarks
Instagram does not (yet) support:
- paid / pre-approved templates
- Voice recordings can be sent from Instagram to our platform, but Messagebird does not yet support this. A message will be shown to the Agent: “you received a message which is not supported yet”. – we cannot see what kind of file this is so we send a generic message.
- Video files can be sent from mobile to our platform but Messagebird does not yet support this. A message will be shown to the Agent: “you received a message which is not supported yet”. – we cannot see what kind of file this is so we send a generic message.
Conversation in Instagram:
Conversation in our platform:
All other basic channel features like out of office, welcome message, tagging, smart routing, teams etc also work on the Instagram channel.
- Since this is a new channel and in Beta, we are not sure if Instagram has a 24 hour window. The documentation does not mention this. There are no “pre-approved templates” like WhatsApp available.