New Integrations with External Messengers - Dec 20, 2024 🔗
Update Summary
WorkflowSupport for chatbots and AI in external messengers (Instagram, Kakao, Naver)IntegrationSync with Naver Smart Store orders
We’re closing out 2024 with some amazing new features!
If you’re using external integrations like Instagram, Naver, or Kakao, check out the new capabilities below.
Our signature Workflow chatbot (response buttons) and AI agent (ALF) are now compatible with external messengers! Effortlessly use response buttons and ALF on platforms like Instagram, Kakao, and Naver.
Supported Messengers
Instagram Messenger, Kakao Talk, Naver Talk Talk, and LINE Messenger
Response Buttons: These buttons let customers move through steps with a simple click. When a button is clicked, you can automate sending predefined messages, applying tags, assigning agents, and more.
AI Agent (ALF): ALF, our AI agent, can handle customer inquiries. If the issue isn’t resolved, ALF can seamlessly transfer the conversation to a live agent. (→ Learn more about ALF).
Use response buttons to handle common questions when inquiries come through external messengers. This allows customers to find answers on their own.
For straightforward inquiries, let ALF take over! ALF can handle these questions efficiently, streamlining your support process.
Now you can view Naver Smart Store order details directly in Channel Talk while chatting with customers on Naver Talk Talk! Easily access order information to make your support process smoother and more efficient.
You can retrieve the last 30 days of order history from the Smart Store linked to Naver Talk Talk.
Order Information | Product Information |
Product details Order date Order status Order number Order price Quantity of items ordered Shipping address Shipping status | Product number Product name Product image Product price |
If you’ve already connected Naver Talk Talk (the account linked to your Smart Store) to Channel Talk, you can integrate Smart Store orders with just one click.
How to Set It Up (Time: 10 seconds): Go to [Channel Settings] → [Integration] → [App Store] → [Naver Talk Talk] and turn on Order Integration.
If you haven't connected Naver Talk Talk yet, now’s the time! Link both Naver Talk Talk and Smart Store orders in one go.
[AI] ALF Now Supports Hyperlinks
When including links in FAQ answers or articles, ALF will no longer separate the text from the link. Instead, ALF will respond with a clickable hyperlink. Here’s an example:
Before: ALF Guide (https://docs.channel.io/help/en/categories/dce61305-ALF)
After: ALF Guide
[Contacts] New Search and Copy Methods for Phone Numbers
You can now search for customer phone numbers in more formats.
Previous Search Format | New Search Formats |
+821012345678 | 010-1234-5678 01012345678 |
When the channel's country setting matches the customer's phone number country code, the country code will be excluded when copying the number.
Before: +821012345678
After: 01012345678
[Billing] Plan and Usage Prepaid Recharge ReservationYou can now reserve prepaid charges for your plan and usage.
Plan Reservation: If you want to change the type or duration (annual/monthly) of your plan after your current subscription ends, you can use this feature.
Usage Prepaid Recharge Reservation: If you want to reserve a prepaid charge for your usage to match your next billing date, check this feature out.
[Security] View Chat Deletion History: You can now check which chats were permanently deleted, by whom, when, and from which IP. Protect your chat and customer data more securely. (*Enterprise-level security package required)
[Workflow] Step List Added to Edit Screen (December 13th)
To make managing workflow steps easier, a step list will be displayed on the left side of the workflow edit screen. You’ll be able to easily view all the steps, and here’s what else you can do!
Use the search function in the step list to find text within steps (messages, buttons, etc.).
Select multiple steps from the list to switch to modular mode or delete them.
[Workflow] Convert Existing Steps to Modular Workflow December 13th
You’ll soon be able to select any step from your existing workflows and convert it into a modular workflow. This feature is perfect for situations like:
When you need to change a trigger
When you have steps that are repeatedly used across multiple workflows
What is a Modular Workflow?
A modular workflow is one that can be attached to other workflows or manually triggered during a conversation. By using modular workflows, you can avoid recreating repetitive steps, drastically reducing setup time! (→ Learn more about Modular Workflows)
[Documents] Custom Domain Registration Feature Coming in December
We’re introducing a new feature that allows you to connect your own domain to access Documents, in addition to the default URL format.
[Documents] Enhanced Article Import Feature Coming in December
You’ll soon be able to import articles not only via URLs but also by uploading files. Supported formats: CSV, HTML, TXT, MD (Markdown).
Additionally, by entering your website’s home address, you can fetch all its subpages. If you already have a guide page set up, you can import it with a single click!
November Announcements Overview