Update Summary
Customer ManagementSupport for importing customers via CSV fileIntegrationCafe24 Hub supported without WMS integrationMeetImproved call metrics
You can upload a CSV file to import multiple customers at once. This is useful for adding members or leads to your Channel Talk contact list or for updating existing customer information in bulk.
Please Note:
When importing customers, the number of managed customers (MU) may increase, which could result in additional charges.
If the memberId is entered incorrectly, different customers may merge, leading to the potential leak of customer chat and information to others.
Once the customer import is complete, it cannot be undone, so please review the guide thoroughly before proceeding.
Use Case #1: Messaging a Large Number of Unsaved Customers
After importing customer information via CSV file, you can use the value-added service marketing feature to send messages. Please make sure to only send messages to customers who have given consent to receive them.
Use Case 2: Bulk Editing Member Information
By entering the 'memberId' and 'membership tier' values in the CSV file and importing it, the membership tier information for customers with the same 'memberId' will be updated in bulk.
Product Manager's Commentary
Hello, this is Ryan, and I'm a Product Designer at Channel Talk!
We’ve received many requests to transfer customer information managed externally to Channel Talk and immediately use it for marketing.
Now, with the customer CSV bulk upload feature, you can register customer data all at once and easily categorize them with auto-tagging to send messages.
You can now import existing members not in Channel Talk, register leads collected offline, and push non-integrated customer attribute data all at once.
We’ll continue to listen to your feedback and work on providing an even better experience!
You no longer need a WMS (Warehouse Management System) like Sellmate—if you're using Cafe24, you can now integrate Channel Talk directly with the Cafe24 Hub.
What is Cafe24 Hub?
Cafe24 Hub is a feature that helps automate simple inquiries on your Cafe24 store. It provides command functions (Commands) that allow customers to handle basic requests themselves, like checking order history, canceling orders, or processing exchanges and returns. When used with ALF, ALF can suggest the appropriate command based on the context of the chat. Customers can simply click the suggested command buttons to manage their orders without needing to speak with a live agent.
Use Case #1: Change Delivery Address in ALF Chat Without an Agent
With Cafe24 Hub, when a customer asks to change their delivery address during an ALF chat, ALF can suggest a command button that lets the customer update their address on their own—no need to connect with an agent.
Use Case #2: Customer Self-Service During Chat
When a customer asks to cancel an order during a chat, agents can guide them on how to use a command.
For example: "To proceed with the cancellation, could you type /cancelorder in the chat?"
Product Team Commentary
Hi, I’m Moon from the App Team!
We’ve heard lots of requests from users who wanted to use Cafe24 Hub without Sellmate. For businesses using other WMS platforms like EasyAdmin, it was frustrating that Sellmate integration was required.
With this update, you can now use Cafe24 Hub on its own—no Sellmate needed!
Previously, we had to check cancellation/return/exchange eligibility based on Sellmate orders and keep both systems in sync. Now, it works by updating only the Cafe24 order, without requiring WMS integration.
However, for actions like checking if an order can be canceled—where invoice info is needed—Cafe24 alone might not be enough. That’s why we added a “Set cancellation range” option to help cover those cases.
We’ll keep improving the experience to work smoothly with all kinds of WMS setups. Your feedback is always welcome!
If your call response rate or service level falls below target, the dashboard will highlight the issue and send a notification via Team Chat. Use these alerts to catch issues in real time and maintain stable call quality. Settings path: [Operation] - [Call Metrics] - [Status] - [Click the bell () icon]
Other Call Metrics Improvements
You can now customize the order of manager call monitoring cards.
Time and phone number filters have been added for monitoring status views.
View call volume trends in 5-minute intervals over the past 2 hours.
Missed call reasons can be included or excluded from stats
Coming May 1, 2025Service level time can be customized between 0 and 3600 seconds
Coming May 1, 2025The "Unconnected Outgoing Calls" metric will be shown in the cumulative call graph (Coming May 1, 2025).
Coming May 1, 2025
Use Case #1: Quickly Identify Call Support Issues
Set minimum target values for call response rate and service level, and receive alerts when they fall below the target. Once alerted, you can review and reallocate support resources to maintain stable call support.
Use Case #2: Exclude Certain Missed Call Reasons
Each business may have different criteria for missed calls. For example, if your business doesn't consider "calls disconnected by the customer while connecting" as missed calls, you can exclude this item in the settings. This won't affect Excel data, but it will allow you to view metrics differently on the call monitoring screen based on your settings. (Available from May 1, 2025)
The Workflow Editor is being updated with active feedback integration! Experience a more intuitive and flexible workflow—here's a sneak peek at the improvements. (Scheduled for phased updates from May 9, 2025, to May 16, 2025)
Overview:
Neatly collapse the steps and get a clear overview of the structure.
Freely arrange the steps using drag and drop.
Replace the first step with another one or switch it to a modular format.
Undo (Ctrl+Z) and redo (Ctrl+Shift+Z) during editing.
The previous button step and first step are provided based on the steps the customer has gone through.
If you have any questions about using the new Workflow, reach out to the Channel Talk team
Must-See Useful Updates
[Marketing] First Order Spec Added to Cafe24 Integration Events
A new "firstOrder" spec has been added to the order completed and payment completed events in Cafe24 integration. If you're using Cafe24, you can now target first-time customers and send personalized marketing messages.
[Meet] Check Network and Device Status with Meet Diagnostics
You can now check network and device status on all Meet types (phone, video, voice) using the "Meet Diagnostics" feature.
[Documents] Support for Enlarging Images in Articles
You can now enlarge images included in articles. Click the image and use the magnifying glass to zoom in or out.
[Permissions] Owners Can Delete Messages
Managers with owner permissions can delete messages from other managers or bots. When deleted, a message will appear saying, "This message was deleted by the channel owner."
Important Annoucements