Update Summary
StatisticsUpdated view of call statisticsAIOfficial launch of AI chat summary featureWorkflowSupport for changing workflow triggers
You can now view important call statistics directly without the need to download or process the data. Use the call statistics feature to manage phone calls efficiently and easily share call status!
How to access: [Operation] - [Call Metrics] - [Total Performance]
Available Stats: inbound answer rate, outbound answer rate, average wait time, average call duration, average post-call time, number of calls, total call time, call volume by time of day, missed call volume by type.
Use Cases:
Case #1 | View Call Stats Without Downloading Files
Now, you can directly view important call statistics like answer rates and average wait times without any process by going to: [Operation] - [Call Metrics] - [Total Performance].
Case #2 | Improve Inbound Answer Rate
By analyzing the "missed call volume by type," you can identify the reasons for missed calls and take action.
Case #3 | Manage Agents Efficiently
Check the "call volume by time of day" and ensure you have enough agents available during peak call hours.
Product Designer Commentary:
Hello, I'm Rita, a Product Designer at Channel Talk!
Until now, call-related data could only be viewed by downloading user chat raw data, making it difficult for admins to track the status of phone calls. To reduce this inconvenience, we've launched the call statistics feature. Now, you can easily view call volume and call status by period and phone number directly from the call statistics screen!
PS. We’re also preparing a feature for real-time call monitoring that will notify you when your answer rate falls below the target, so stay tuned!
When you end or snooze a chat, AI automatically summarizes the conversation and saves it as an internal message. This makes it easier to track chat history and saves time on post-processing.
The summarized content is also available for download as part of the chat statistics, and you can customize the summary format to your liking. The chat summary feature is available at no extra cost with the paid plans, so make sure to take advantage of it!
How to access: [AI] - [AI Add-ons] - [Chat summary]
Use Case
Case #1 | Quick Chat Monitoring
Instead of reviewing the entire chat, you can download the chat statistics and monitor the summarized content at a glance in the 'Summary (Chat Summary)' column of the 'UserChat data' sheet.
Previously, when sharing an article link with a customer or clicking on an article referenced by ALF, the article would open in a new window, causing customers to leave the site. Now, articles can be viewed seamlessly within the Channel Talk interface, allowing customers to stay on your site without disruption.
Use Case
Case #1 | Customers Can View Articles and Website Simultaneously
You can share an article link (or link button) with customers, and they can view the article without leaving your website. This update will be applied to all channels automatically starting February 21, 2025.
You can now modify the trigger of an existing workflow. Use this feature to significantly reduce workflow setup time!
Use Case
Case #1 | Chatbot Workflow in External Messengers
You can change the chatbot workflow trigger from "When a new chat starts from a Channel Talk button" to "When a chat is received" and set up integration app filtering for easy implementation.