Update Summary
WorkflowEditor v2MarketingRevenue metrics addedWorkflowAuto-transfer of call agents
We’ve completely revamped the workflow feature based on your valuable feedback.
The update will roll out gradually by channel on Friday, May 9th or Friday, May 16th, 2025.
See the Structure at a Glance - Each step is summarized so you can instantly grasp the overall workflow.
Clear Connections Between Steps - Click to view the next step, highlighted with a blue dotted line for easy tracking.
Drag and Drop Freely - Rearrange steps and connect them just the way you want—simple and flexible.
Mistakes? No Problem - Use undo/redo shortcuts anytime to make quick adjustments.
More Branches, More Possibilities - Create up to 10 branches (up from 4) for more dynamic workflows.
Want to master the big workflow update?
(All training resources are only available in Korean)
Head over to the Training Center to try out the all-new workflow firsthand. → [Go to Training Center]
Got questions? Join our live Q&A sessions!
Session Dates: Friday, May 9 & Friday, May 16, 2025 at 2 PM (KST)
How to Join: → [Sign up for the live session]
Designer’s Commentary
Hi, I’m Claire, a product designer at Channel Talk!
In Editor v2, we’ve refined the entire interface to help you understand the flow at a glance and build workflows more easily. You’ll especially notice how much smoother it is to arrange and connect steps using drag-and-drop. We’ve also added undo functionality and improved error messages so you can make changes with confidence—even if you make a mistake.
Our goal is to make automation accessible for everyone and to support flexible design of even the most complex customer journeys. We’ll keep working to strike the right balance between simplicity and scalability. 🏃🏻♀️
See the impact of your marketing messages in numbers—and gain insights to improve your results!
Expected release: May 16th, 2025
Curious if your marketing messages led to real sales?
Set your goal event to Purchase Completed or Payment Completed to see the revenue generated from customers who viewed or clicked your message and went on to buy.
Want to track revenue against marketing costs?
You can check the ROAS (Return on Ad Spend) by dividing revenue by total marketing costs. We also provide various other metrics, such as revenue per customer and revenue per purchasing customer.
Designer’s Commentary
Hi, I’m Ryan, a product designer at Channel Talk!
To assess marketing performance, you need a clear answer to "How much did we earn?" Until now, Channel Talk’s marketing features didn’t provide this, making it hard for teams to convince stakeholders.
With this update, you can now track campaign revenue, costs, conversion rates, and more. We’ve also introduced the Last Touch Attribution model, ensuring only the marketing efforts directly contributing to conversions are credited, giving you more accurate performance data.
We’ll continue improving ChannelTalk to better evaluate marketing activities and clearly communicate their value!
Even if your team or agent is unavailable, the call won’t automatically disconnect. By using the "Call Connection Attempt" action, you can skip the disconnection and proceed with the next action.
Expected release: May 16th, 2025
When an Agent Is Unavailable to Take a Call
You can set up the "Call Connection Attempt" action in the workflow to automatically transfer the call to Team A when the designated agent is unavailable. This way, the customer’s call won’t be disconnected, and an agent from Team A can immediately take over the conversation.
Designer’s Commentary
Hi, I’m River, a product designer at Channel Talk ⛵️
Until now, even if someone could take calls on your behalf, you couldn’t automatically transfer incoming calls to a substitute when you’re unavailable. With the new [Call Connection Attempt] action in the upcoming workflow release, you can seamlessly transfer waiting calls to the next agent without disconnection. Create a smoother and more continuous customer experience!
Now, when a call is missed, it will automatically be categorized under the "Missed" list in your inbox. You’ll also receive notifications for missed calls.
Expected release: May 16th, 2025
Respond Quickly to Missed Chats
When a call is missed, you'll be instantly notified, allowing for a quick response.
Keep Missed Call Records Even After a Callback
When you check a missed call and call the customer back, the original missed call record remains intact. (※ Missed calls cannot be opened or snoozed.) The callback will open as a new conversation, while the original missed call record stays visible.
Designer's Commentary
Hi, I’m River, a product designer at Channel Talk⛵️
Have you ever missed a callback because you didn’t notice a missed call? Now, you can easily view missed calls in the chat list within your inbox. We’ll keep improving the missed call management experience to help you better care for your customers. We appreciate your feedback!
When you have questions during work, ask ALF Team. ALF Team quickly finds answers by referencing various documents, including internal policies, guides, and manuals uploaded in the document and FAQ sections, as well as web searches.
Expected release: May 16th, 2025
Need Ad Copy for a Special Promotion?
ALF Team will quickly generate catchy copy for you.
Confused About a Work Process?
ALF Team will quickly and clearly organize the process based on relevant FAQ and document articles.
Want to Analyze an Image or PDF?
Upload your file, and ALF Team will help with summarizing, interpreting tables, and extracting key points all at once.
[Workflow] 'When starting a chat via Channel Talk' Name Change
The trigger name for "When starting a chat via Channel Talk" will be changed to "Start a new chat via chatbot." This trigger will now be available not only for Channel Talk messages but also for external messengers like KakaoTalk, Naver TalkTalk, Instagram Messenger, LINE, and more. Expected release: May 16th, 2025
[Workflow] Handle Chats Using the "End Call" Action
Previously, when the 'End Call' action was used to hang up, the call was marked as 'Ended' in the list without any notification. Now, you can choose between two options: "Leave in the missed chat list" (default) or "Finish chat after call ends." If "Missed" is selected, the chat will appear in the "Missed" list with a notification.
Expected release: May 16th, 2025
[Mobile] Improved Text EditorYou can now use bold, italics, bullet points (•), hyperlinks, and more on mobile. Previously, editing macros would cause links, forms, and previews to disappear, but now your formatting and attachments stay intact. Update to the latest version to try it out! (Code block formatting and copy/paste with preserved formatting will be supported soon.)
[Mobile] Enhanced Search
The mobile search function is now more powerful and convenient. The redesigned search screen allows you to view various items at a glance through a unified search interface. You can also combine multiple filters for advanced searches. Expect faster and more accurate results! Expected release: May 23rd, 2025
[Inbox] Collapse Log Message Feature
A new feature allows you to collapse the gray log messages* displayed in the inbox. Each manager can choose whether to keep these log messages expanded or collapsed.
Expected release: May 23rd, 2025
*Log Messages: System messages showing the open/close status of chats or workflow activity logs.