Improve marketing attribution, conversions and conversation routing with native UTM tracking 🎯
Now when a lead or user visits a page on your website or in your web app with a UTM parameter in the URL, that information will be added to their contact profile in Gist.
With UTM data in Gist you can:
- Trigger messages to people on your website and in your apps based on the marketing campaign they came from
- Route conversations based on certain UTM parameters
- Export contact UTM data to attribute new leads and customers to specific marketing campaigns
- Automatically sync UTM data on leads to Salesforce using Zapier integration
Head over to our docs to learn more about UTM tracking.
🔒 Control access to workspace by setting granular permissions
As your team grows, there will be occasions when you will want certain users to not have access to certain data such as contact data, billing details, Messenger settings, and more, to reduce the chance of mistakes or duplication of a user's workload.
For example, a support rep might only need to be able to view conversations they are assigned to, while the team in charge of your support inbox needs full access to all conversations. With this update, admins can now easily manage these permissions for all teammates, so everyone on your team has exactly the access they need to get their job done.
If the default roles don't match with your use-case, simply create a role that's custom to your business, such as Customer Support Representative, and configure the corresponding permissions.
To learn more about customising your permissions, check out our help doc.
See which customers are online in real-time
Knowing which customers are online at any moment helps prioritise your conversation backlog and improve your customer experience as well.
With this new update, you can see if a customer you are speaking with is online or away in real-time from within your Inbox.
To learn more, check out this article.
Send posts without prompting a response
You can now send chat or post messages to keep your customers informed without the need for a response.
Setting your reply type to None will result in Chat or Post messages that do not give your audience an option to respond.
Use this format for product announcements, proactive support messages, and more, when a response isn’t needed.
Get feedback at scale using message reactions
You can ask for customer feedback in an easy-to-manage way using 'Reactions' in chat and post messages. It's not wise to ask 10,000 users to describe their opinion in an open text field, if for example, all you want to know is if they'd value a new feature that you launched.
So instead of asking for written feedback, you can choose reactions as your response type. Just select 'Chat' or 'Post' as your message type and 'Reaction' as your response type.
Note: You can choose any combination of emojis to appear as the reactions in your messages. Just select any emoji to change it to the emoji you prefer.
Here's how reactions appear for your customers:
Head over to Messages > Chats now to create your first message with reactions.
And, if you have questions or feedback about Message Reactions, do let us know :)
Quickly reassign conversations to participants of a conversation
We noticed that a lot of times, our customers reassign conversations among the teammates who replied in the conversation.
For instance, you may need some additional information to respond to a customer, and you'd tag another teammate, assign the conversation to them and move to next conversation. The other teammate would leave a private note with the relevant information and reassign the conversation back to you.
To help with speeding this workflow up by a tiny bit, we have added a new section under the Assignee dropdown called "Participants", which lists all the teammates that left a reply in a conversation.
Let us know what you think :)