🔒 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 :)
Improve articles based on your customers’ feedback
Making sure your articles are sufficiently solving your customers problems is essential in delivering effective self help to your customers.
With the new update, your customers can indicate if they found an article helpful and highlight the articles that are in need of an update.
You can see exactly what your customer feedback is and whether they found your articles helpful or not.
To learn more, check out this article.