Update Summary
AIALF - AI Assistant Free Beta ServiceOperationCall Wrap-Up SettingsWorkflowOption to Exclude Chat Link in Text Messages
Now, whenever you have a question, you can call ALF in an internal chat! ALF can instantly craft responses that resonate with customers and provide clear answers by referencing articles and FAQs.
How to enable: [Documents] → [Space Settings] → [General] → Enable 'Assistant' under [Activate ALF]
How to use: Mention @ALF in team chats or your inbox.
Use Cases
Case #1 | Training New Employees
Help new employees who may find it difficult to ask busy senior colleagues. Show them how to use ALF—whenever they have questions during a chat, they can call ALF in an internal conversation for instant answers.
Case #2 | Helping Phrase Responses
ALF suggests well-crafted, thoughtful, and empathetic phrases based on the chat context. Use them to reassure customers and address their concerns effectively.
Case #3 | Understanding Developers
Have you ever received a response from the development team that was difficult to understand? ALF can simplify technical explanations, making them easy for non-developers to grasp. Just mention ALF!
Product Manager's Commentary
Hi, I’m Jake, a developer from the Channel Talk AI team!
Have you ever needed help during a chat and had to call another teammate for support? Or felt exhausted crafting individual apology messages for customers?
With this update, we’ve brought ALF—who has been working hard as an AI agent—to team chats and your inbox. Now, ALF can assist you as an AI assistant, helping with chat tasks, finding the right information in Documents, and even drafting thoughtful responses on your behalf.
Check out the different use cases here, and whenever you need help, just mention @ALF!
You can now configure call wrap-up time in channel settings to automatically close chats after a call. Set whether to enable wrap-up time and define a time limit.
How to find it: [Channel Settings] → [Meet] → [Call] → [Call Wrap-Up]
Use Cases
Case #1 | Organizing Notes After a Call
By turning ON the call wrap-up feature, you can prevent the next call from ringing immediately after the current one ends. This gives you time to take important notes and handle follow-ups.
Case #2 | Minimize Wait Time for Next Customer
By turning OFF the call wrap-up feature, you can receive the next call immediately after the previous one ends, allowing for faster call handling.
Case #3 | Ensure Wrap-Up Period Doesn't Run Too Long
Setting a wrap-up time limit ensures that after a certain period, the chat automatically closes, preventing extended wrap-up time and keeping conversations structured.
You can also use Workflow to set up a reminder before the wrap-up period ends!
Product Designer's Commentary
Hello, I’m River, a product designer at Channel Talk!
With the new "Call Wrap-Up Settings," you can now choose your chat workflow flexibly based on your team’s needs. You can either take the next call immediately without any wrap-up, or automatically close the chat after a set time.
I wanted to reduce the missing the next call because you forgot to end the previous one, or the hassle of manually closing each chat. We’re committed to providing the best experience possible!
When sending texts through a workflow, you can now choose whether to include the automatically generated chat link. If you need to add a separate link to the message, you can set it so the auto-generated chat link is excluded.
How to find it: In the "Send a text message" action within the workflow
Use Cases
Case #1 | Sending Text with Specific Link
Have you ever felt annoyed when an unwanted chat link was included in a text sent via workflow? Now, you can send texts with only the necessary link, leaving out the chat link.
Case #2 | Sending Satisfaction Survey Links
Were you sending a satisfaction survey link via text after a call, only to have the auto-generated chat link included? Now, you can exclude the chat link and send only the satisfaction survey workflow link.
You can now set it so that if there’s an ongoing inquiry, the "Start a new chat" button won’t be visible until the current inquiry is closed, preventing customers from submitting a new one.
How to find it: [Channel Settings] → [General Settings] → [Channel Profile] → [Profile]
Use Case
Case #1 | Customers Submitting the Same Inquiry Multiple Times You can hide the "Start a new chat" button to prevent duplicate inquiries. This way, multiple agents won’t handle the same inquiry at the same time, improving work efficiency.