Update Summary
AnalyticsView statistics by chat case typeAIALF Quick Publish release
Chats that are reopened from a snoozed or closed state will now be recorded as new cases, without overwriting existing data. This new case-based chat statistic helps you better distinguish chat flows and enables more accurate data analysis. Don’t worry — your existing chat statistics will remain unchanged.
Key Differences Between Existing Chat Statistics and Case-Based Statistics
Item | Existing Chat Statistics | Case-Based Statistics |
|---|---|---|
① How reopened chats are handled | Existing data is overwritten (When a chat is reopened, the first response time is updated) | Saved as a new case (Even if reopened, the original case’s first response time is retained) |
② Ability to select items for download | Not available | Available |
③ How agent and team are displayed | Assignee (team) ID and agent (team) name are listed on separate sheets, which can be inconvenient | Assignee (team) ID and agent (team) name are shown together on one sheet |
④ Data on total snooze time, total response time, number of times snoozed | Not available | Available |
Use Case #1: Analyze Reopened Chats as Separate Cases
Reopened chats are saved as new cases, allowing you to clearly analyze each stage of how customer issues are resolved. Tags are also recorded for each case, making it easy to track when issues occurred and how chat topics have changed over time.
Use Case #2: View Stats with Minimal Data Processing
With case-based chat statistics, you can download only the data you need, saving you the hassle of deleting unnecessary columns. Agent IDs and names are displayed together on a single sheet, so you can review the data without any extra processing.
Project Lead's Commentary
Hi, I’m Tigger, a software engineer at Channel Talk!
We’ve received a lot of valuable feedback on our statistics features, and we’re excited to take the first step toward improvements. This update focuses on solving one of the biggest pain points you’ve shared. The most important change is that chats are now tracked by case, so you can collect consistent data for each chat session. This will help you analyze your stats more accurately and meaningfully.
We’ve also added the ability to download Excel files from the Operations page with your filters applied — you can export exactly what you see on your screen.
This is just the beginning of our journey to improve the statistics features, and we’re committed to building an even better data analysis experience for you!
Without registering documents or setting up workflows, you can activate ALF for customers with just one click. Even if there are no articles or FAQs for ALF to reference, Quick Publish can provide answers based on the page’s HTML content where the button is installed, making it easy to use.
Use Case #1: Quickly Add ALF to Your Site
With Quick Publish, ALF can reference the HTML content of pages where the Channel Talk button is installed. If your site already has the information customers need, you can easily put ALF to work!
No need to leave the ALF Team menu, just click the ✦ icon at the top right of your inbox or team chat to open ALF Team in a side panel. Whenever you have a question, open the side panel and ask ALF Team right away.
ALF Team is available for free for a limited time, so feel free to make the most of it!
Use Case #1: Get AI Help Without Leaving the Chat
You can keep your customer chat screen open and ask ALF Team your question directly from the side panel. From tone and style adjustments to web searches, documents, FAQs, and internal guides, you’ll get quick answers based on a variety of resources.
Use Case #2: Quickly Check Internal Docs or Policies
Without leaving your team chat screen, you can open ALF Team in the side panel and instantly look up the information you need. Quickly find internal policies and other resources registered as articles or FAQs.
Previously, only incoming international calls were supported. Now, with Channel Talk Voice, managers in Korea can also make outbound international calls to customers abroad. If you’re already using Channel Talk Voice, no extra setup is needed, start using it right away!
Use Case #1: Call Customers Living Abroad
If your channel uses the voice feature, you can now call international customers directly, no additional setup required.
[AI] AI Writing AssistantWhen typing a message in your inbox or team chat, highlight the sentence you want to refine and click the AI Writing Assistant icon (). You can adjust the tone or check grammar.
Options: Polite, Friendly, or Grammar Check
[Command] Command Button AvailableCommands let you trigger specific app functions (e.g., view order list, cancel orders) via typed commands and now you can create these as buttons. While chatting or setting up a workflow, click the action button in the message input field and select Command Button to create one. (→ What’s a command?)
[Team Meet] Chat During MeetingsYou can now start a chat by clicking the chat button at the bottom of the Team Meet screen. (→ Learn more)
[Integration] Easy Installation App for GodomallChannel Talk is now available as an easy-install app in the Godomall App Store. Switching from script embedding to the app makes it even easier to connect features like customer events and webhooks. (→ Learn more, only available in Korean)
[Notifications] Nighttime Push Sound Setting
You can now choose to receive push notification sounds between 10 PM and 6 AM. Go to Personal Settings > Account Settings and turn on Nighttime Push Sound.
Important Announcements: