Smartsupp Updates

Summer at Smartsupp was really hot. We managed to add some cool features and improvements we would like to share with you. Take a look at a brief summary of the the ones we added during June, July, and August 2021.

SmartHub

Introducing SmartHub - a place where you can find useful information that will help you get ahead of your competitors (check it out or see screenshot).

Chatbot

• Multiple chatbots in one account – finally, you can create more than one chatbot in your account to handle situations such as a website with multiple languages, domains or when you want to create different chatbots for different categories.
• Branches created by mistake can be easily fixed – with the new option to move the chatbot messages among individual levels and branches of the chatbot.
• Duplicate bots when creating similar ones – just click on the „Duplicate“ button when you want to create a similar chatbot, use the previous one as a template for the new one (e.g. when creating chatbots for other languages).
• More comprehensive chatbots – each branch can have up to 10 levels of messages so you can design even more complex chatbots.
• Automatic saving in chatbot builder – you don’t need to think about saving all of your changes when building your new chatbot, they are saved automatically with every change you made.

Mobile apps

• Be notified even in offline mode – you can turn on notifications for offline mode so you can be notified about new messages, this way you can decide whether you respond now or later.
• Send GIFs in the live chat – you can send animated images to your customers (or vice versa) to make the conversation friendlier.
• Little improvements – we made some little changes to improve shortcuts and groups management.

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.

We know that there can be situations when you don’t have time to talk to every single one of your customers. Still, you don’t want to miss out on an interesting inquiry. That’s why now, you can get notifications to alert you of incoming messages even when your chat is offline! You can turn on these desktop notifications in your settings.

Notification settings →

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 →