2025.10.24 Start Emails First + Sneak Peek of the Powerful ALF v2 ✨

Update Summary:

• You can now start conversations with customers via email.

• Learn everything about ALF v2, from its key features to success stories and pricing.

• Cafe24 users can now send marketing messages related to coupons.

Who it’s for: Channels that use email for chats Release date: October 16, 2025

The highly requested feature to start emails in Channel Talk is finally here!

Before, you could only reply when a customer emailed first, but now, as long as their profile includes an email address, managers can initiate a conversation directly.

You can also set the email subject when starting the chat, allowing for clearer communication from the start.

Learn more:

• To start an email chat, go to [Customer Profile → New Chat → Email].

• When you start an email chat, it appears in your inbox just like any other new chat.

• For more details, check out the guide.

Who it’s for: Those who want to go beyond customer chats and automate real workflows with ALF Launch date: October 31, 2025

ALF v2 is an upgraded AI agent that doesn’t just answer, it acts.

While the previous version of ALF focused on guidance using articles and FAQs, ALF v2 now supports task automation, enabling it to both respond and execute.For example, instead of simply explaining how to cancel an order, ALF v2 can process the cancellation itself.

See What’s New in ALF v2

Since Channel Talk’s B2B product involves many complex features and custom settings, conversations were challenging. But ALF v2’s ability to interpret intent and provide tailored responses made handling even complex cases smooth and accurate. Read the full CX team story in our case study! (Only available in Korean)

Branden, a functional lifestyle brand under Boosters, wanted to reduce repetitive agent work and ALF v2 delivered. By automating return, defect, and exchange requests with the Task feature, they drastically reduced agent transfers and allowed the CX team to focus on improving customer satisfaction.

Interview | Branden CX Team

“We even named it ‘Ddeundeuni’ (our ALF v2) because we trust it that much. Now we can focus on improving customer experience instead of repeating routine tasks.”— Yoon Cheonsang, CX Team Lead, Boosters

This feature automates frequent customer requests through customizable flows.For example, ALF can now process exchanges or returns that previously required an agent. Various workflows can be automated with minimal development effort.See the guide for more details. (Only available in Korean, English coming soon)

ALF can now manage all reference materials as “Knowledge.”Unlike ALF v1, which relied only on FAQs and articles, ALF v2 supports files like Excel and PDF. You can also organize knowledge by folder and define which set ALF should reference depending on context or customer, enabling more accurate and personalized responses.

See the guidxte for more details. (Only available in Korean, English coming soon)

Previous ALF instruction settings, such as role descriptions and custom explanations, have been enhanced and unified under Rules.With Rules, you can configure ALF to follow different instructions depending on the situation and apply filters based on customer conditions, allowing for more natural and detailed responses. For more information, see the guide.

See the guide for more details. (Only available in Korean, English coming soon)

In ALF v2, you can now view chat performance metrics at a glance with enhanced analytics.You can see engagement rate, meaningful resolution rate, CX score, and even estimated cost savings achieved through ALF, all on one screen.For more details, check out the guide.

See the guide for more details. (Only available in Korean, English coming soon)

The customer chat view has been upgraded to make conversations with ALF easier to follow.The message area is now larger so customers can comfortably read longer replies, with bigger text and reduced blank space, helping customers focus more easily on ALF’s responses.

The old “per-resolution” pricing model has been simplified to a more intuitive “per-chat participation” model.

Each “chat participation” refers to one full interaction from when ALF starts to when it finishes the chat.This change makes it easier to estimate costs and manage usage efficiently.

(*VAT (10%) not included)

ExampleIf ALF v2 handles 500 chat participations and executes 100 Tasks per month:

1. Chat participation: 500 × 500AU = $250

2. Task execution: 100 × 200AU = $20

   Total monthly cost: $270

• “Set persona,” “custom instructions,” and “glossary” settings have been merged into the new Rules feature. All existing settings will automatically migrate by the evening of Oct 30.

• The “Command” feature is now replaced with Tasks. All previous command data will be migrated automatically by the evening of Oct 30.

• If you’re using a network-isolated environment, please allow IP 3.38.119.225 for ALF v2.

You can now send marketing messages using coupon, cart, and purchase history data!

Who it’s for: Channels using the Cafe24 builder Release date: October 24, 2025

Previously, only simple command features were available via the Cafe24 Hub app.Now, with the new App Segment feature, you can create customer segments based on:

• Coupon information: Specify conditions such as coupon type, issuance method, issue date, and expiration date from Cafe24.

• Cart information: Set detailed conditions such as product or category, quantity, and total value of items in the customer’s cart.

• Order history: Define target groups based on order period, products, frequency, or total spend.

Use these segments to send highly targeted marketing messages.

Learn More:

• You can create customer segments based on coupon, cart, and order data by going to:[Channel Settings] → [Integrations] → [App Store] → [Cafe24 Hub] → [App Segment]

• Check out the guide for more information. (Only available in Korean)

[Imweb] Customer Contact Auto-Deletion Released: September 5, 2025When a customer deletes their account on your website, their contact info is now automatically removed from Channel Talk too, no more manual cleanup!(Please note: this applies to deletions made after Sep 5, 2025.) (Learn more)

[ALF Team] Easier Source Previews Released: September 29, 2025You can now view ALF’s answer sources instantly, just hover to preview the text, and if it’s a web source, see the favicon and page title right away.

[Documents] Mobile Support Released: October 16, 2025Articles and FAQs in Documents can now be viewed on mobile as well as desktop. (Editing is still desktop-only.)