[{"data":1,"prerenderedAt":222},["Reactive",2],{"featurePages":3,"tag-do-more-with-chatwoot":4,"tagPosts-do-more-with-chatwoot":15},[],{"slug":5,"id":6,"name":7,"description":8,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":11,"meta_description":12,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":13,"accent_color":9,"url":14},"do-more-with-chatwoot","6308cff4730b190d1c2d7f48","Do more with Chatwoot","Learn how to make the most out of your Chatwoot account. Read about our best features, inspiring use cases, and how we recommend clubbing features together for getting more done, with less effort.",null,"public","Tips, examples and use-cases on how to use Chatwoot better.","Make the most of your Chatwoot account. Read about our best features, inspiring use cases, and how we recommend clubbing features together.","https://www.chatwoot.com/tags/do-more-with-chatwoot","https://www-internal-blog.chatwoot.com/tag/do-more-with-chatwoot/",[16,58,78,100,128,151,174,200],{"id":17,"uuid":18,"title":19,"slug":20,"html":21,"comment_id":17,"feature_image":22,"featured":23,"visibility":10,"created_at":24,"updated_at":25,"published_at":26,"custom_excerpt":27,"codeinjection_head":9,"codeinjection_foot":9,"custom_template":9,"canonical_url":28,"tags":29,"authors":44,"primary_author":51,"primary_tag":52,"url":53,"excerpt":27,"reading_time":54,"access":55,"comments":23,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":19,"meta_description":56,"email_subject":9,"frontmatter":9,"feature_image_alt":57,"feature_image_caption":9},"650aefa2730b190d1c2da946","a0dd5118-f1a3-4a5a-9126-0ba55c4b9897","What if we could use Email Signatures across all channels?","using-omnichannel-message-signatures","\u003Cp>Email signatures need no introduction. In fact, if you are a 90’s kid like me, you probably got introduced to them with Gmail. Although, the \u003Ca href=\"https://www.mailtastic.com/blog/email-signature-how-to?ref=www-internal-blog.chatwoot.com#:~:text=Usenet%20only%20introduced%20the%20possibility,was%20then%20included%20in%20email.)\">history of email signatures\u003C/a> goes way back to 1983 with \u003Ca href=\"https://www.geeksforgeeks.org/what-is-usenet/?ref=www-internal-blog.chatwoot.com\">Usenet\u003C/a> introducing them to give author credits. You also probably have been using message signatures for years. Let us deeply understand it once before diving into the article.\u003C/p>\u003Cp>An email or message signature is any kind of comprehensive ‘signature’ you include towards the end/footer of your email. The purpose can be different for different entities – signing off as oneself, giving crucial contact information, reinforcing company’s identity, promoting a brand, or a combination of everything. They also come in all shapes and sizes – one-liners, complex, image-supported, animated, or whatever one wants to make out of them.\u003C/p>\u003Cp>Many email signature editors and generators give multiple formatting and design options. Every such option is an opportunity to be more unique and true to one’s brand – whether personal or professional. That is a great tool until we realize that we don’t just communicate through emails, especially as brands and organizations. In fact, \u003Ca href=\"https://porchgroupmedia.com/blog/25-amazing-omnichannel-statistics-every-marketer-should-know/?ref=www-internal-blog.chatwoot.com\">90% of brands, in 2023, need to have an omnichannel presence\u003C/a>, i.e. be present and communicate through various channels such as social media platforms and messaging apps altogether. This has to be achieved while delivering a standard and consistent \u003Ca href=\"https://www.chatwoot.com/blog/guide-to-building-customer-experience-strategy?ref=www-internal-blog.chatwoot.com\">customer experience\u003C/a> across all of these channels. This means we shouldn’t be having to miss out on one of the most powerful and easiest marketing tools out there – the message signature.\u003C/p>\u003Cp>We, at Chatwoot, recently rolled out an update allowing for message signatures to be utilized across all inboxes connected to Chatwoot. While communication now goes beyond traditional emails, it is equally important to consider having unified message signatures. This, is now possible with Chatwoot.\u003C/p>\u003Ch2 id=\"omnichannel-message-signatures\">Omnichannel message signatures\u003C/h2>\u003Cp>Omnichannel message signatures represent a revolutionary approach to modern communication. They are like a single, consistent signature that you can use across different channels of customer communication, and not just in emails. They make it easy for you to have the same signature whether you're sending emails, chatting through website live chat or social media channels like Facebook or Instagram, or messaging on your phone through Line, WhatsApp, Telegram, or SMS.\u003C/p>\u003Cp>This approach makes your online identity instantly recognizable to everyone, regardless of where you engage. It's a simple way to keep things neat and consistent in your online conversations, ensure professionalism and strengthen brand identity. These are just a couple of many \u003Ca href=\"https://www.chatwoot.com/blog/using-omnichannel-message-signatures?ref=www-internal-blog.chatwoot.com#advantages-of-message-signatures\">advantages\u003C/a> that message signatures have to offer.\u003C/p>\u003Ch3 id=\"how-to-use-omnichannel-message-signatures-in-chatwoot\">How to use omnichannel message signatures in Chatwoot?\u003C/h3>\u003Cp>Chatwoot is an \u003Ca href=\"https://www.chatwoot.com/features/channels?ref=www-internal-blog.chatwoot.com\">omnichannel\u003C/a> customer communication platform, i.e., you can connect various inboxes to a single dashboard and manage your conversations from there.\u003C/p>\u003Cp>To start using a singular message signature, go to your Profile Settings → Personal message signature. Create your signature using the \u003Ca href=\"https://www.chatwoot.com/blog/using-omnichannel-message-signatures?ref=www-internal-blog.chatwoot.com#how-to-design-the-best-message-signatures\">best practices explained below\u003C/a>.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/09/image.png\" class=\"kg-image\" alt=\"personal message signature screenshot from Chatwoot\" loading=\"lazy\" width=\"2000\" height=\"715\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/09/image.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/09/image.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/09/image.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2023/09/image.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>When chatting with customers, the signature automatically populates your text editor, which you can always edit before sending.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/09/Editing-message-signature.gif\" class=\"kg-image\" alt=\"Utilizing signature in conversations in Chatwoot\" loading=\"lazy\" width=\"1432\" height=\"720\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/09/Editing-message-signature.gif 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/09/Editing-message-signature.gif 1000w, https://www-internal-blog.chatwoot.com/content/images/2023/09/Editing-message-signature.gif 1432w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch2 id=\"advantages-of-message-signatures\">Advantages of message signatures\u003C/h2>\u003Ch3 id=\"serves-as-your-electronic-business-cards\">Serves as your electronic business cards\u003C/h3>\u003Cp>Physical business cards are an excellent way to build awareness, encourage interest for a business, and give contact information. Message signatures, in many ways, mirror the purpose of these traditional cards, by acting as digital business cards. That is why, carefully designing them can make a huge difference to how your brand is perceived, and encouraging action from the customers.\u003C/p>\u003Ch3 id=\"plays-a-crucial-role-in-brand-building\">Plays a crucial role in brand building\u003C/h3>\u003Cp>This one is underrated. Consider this: when any employee from a company interacts with a customer, they aren't just representing themselves; they become a face of the company. In such interactions, having well-crafted signatures with their messages can make a difference. These signatures serve as a subtle yet powerful way to reinforce the company's identity, and recall brands.\u003C/p>\u003Ch3 id=\"efficiency\">\u003Cstrong>Efficiency\u003C/strong>\u003C/h3>\u003Cp>Using message signatures saves you the effort of manually entering your information every time you send a message, making your workflow more efficient.\u003C/p>\u003Ch3 id=\"professionalism\">Professionalism\u003C/h3>\u003Cp>Signatures add a professional touch to your messages, which in turn builds a lot of trust with customers.\u003C/p>\u003Ch3 id=\"helps-with-promotion-and-marketing-efforts\">Helps with promotion and marketing efforts\u003C/h3>\u003Cp>You can promote your webinars or events, product launches, pricing offers, etc through message signatures. You can include relevant CTAs to invite subscriptions to your newsletter or YouTube channel, or a calendar link to encourage demo requests. You can even ask for product reviews. You can also include tracking links to measure the effectiveness of such links in your signatures.\u003C/p>\u003Ch3 id=\"legal-compliance\">Legal compliance\u003C/h3>\u003Cp>Some countries even make it mandatory to include your company’s name, and/or other necessary details with your messages. This is where message signatures come in handy. You can also use this opportunity to include any relevant disclaimers and ensure compliance with your industry’s regulations.\u003C/p>\u003Ch2 id=\"how-to-design-the-best-message-signatures\">How to design the best message signatures?\u003C/h2>\u003Cp>Taking some time to design your message signatures with care always pays off. We previously established how these signatures serve as the face of your brand. Anything substandard that doesn’t do justice to representing your brand is not worth it. We explain below some useful guidance to keep in mind while crafting your signature.\u003C/p>\u003Ch3 id=\"decide-which-elements-to-keep\">Decide which elements to keep\u003C/h3>\u003Cp>A message signature typically consists of any or all of the following elements.\u003C/p>\u003Cul>\u003Cli>Name\u003C/li>\u003Cli>Position\u003C/li>\u003Cli>Contact information like email address, phone number\u003C/li>\u003Cli>Headshot or full image of the sender\u003C/li>\u003Cli>Company logo\u003C/li>\u003Cli>Company’s website link\u003C/li>\u003Cli>Any other links for marketing\u003C/li>\u003Cli>A friendly message or quote\u003C/li>\u003C/ul>\u003Cp>Understanding the primary purpose you want your signature to serve will guide your choices about which elements to include. So consider if you aim for it to be a brief author introduction, a means of sharing contact information, or a tool for marketing and promotion.\u003C/p>\u003Cp>\u003Cem>Pro tip\u003C/em>: Position the most crucial elements of your signature towards the upper left corner of your design. Psychologically, individuals tend to notice and remember these components more readily than others.\u003C/p>\u003Ch3 id=\"let-the-elements-breathe\">Let the elements breathe\u003C/h3>\u003Cp>Avoid congesting your design. Instead, embrace whitespace to naturally highlight key elements within your signature. A clean, elegant, and minimalistic design tends to be the most effective, ensuring clarity and aesthetic appeal.\u003C/p>\u003Ch3 id=\"use-careful-formatting\">Use careful formatting\u003C/h3>\u003Cp>Bolden the parts of the message signature where you want to draw the most attention, but be careful with overusing it. A message signature is already a compact design, so it's advisable to bold just one of the phrases. Opt for a font size from 10 to 13 for a balanced and visually appealing result.\u003C/p>\u003Ch3 id=\"pay-attention-to-the-visual-elements\">Pay attention to the visual elements\u003C/h3>\u003Cp>When including images or any graphical elements, aim for a high-resolution quality. Additionally, consider incorporating professional headshots, unless your specific profession demands a different approach.\u003C/p>\u003Ch3 id=\"leverage-emoji\">Leverage emoji\u003C/h3>\u003Cp>Emoji are a great and quick way to add useful icons or fun elements to your signature. For example, you can use the telephone (📞) emoji with your phone number, the email (📧) emoji with your email address, and the briefcase (💼) emoji with your position in the company.\u003C/p>\u003Ch2 id=\"practical-tips-for-using-omnichannel-message-signatures\">Practical tips for using omnichannel message signatures\u003C/h2>\u003Ch3 id=\"edit-before-sending\">Edit before sending\u003C/h3>\u003Cp>In Chatwoot, when you select a message signature during your conversations, it populates your text editor. Take a moment to see if it goes well with your message, or the customer you are talking to. Consider a situation: You are speaking with an angry customer who’s asking for a refund, and your standard message signature contains a product demo link. It might be a good idea to quickly delete that line from your sig before sending the message to this customer. Another situation to consider is of a regular customer who you have been talking to for months. In this situation, you can opt to completely delete your sig from your messages to avoid unnecessary overcrowding.\u003C/p>\u003Ch3 id=\"personalize-for-different-platforms\">Personalize for different platforms\u003C/h3>\u003Cp>In Chatwoot, when a customer messages you, you can see which platform the message came from – web live chat, social media inbox, mobile messaging apps, or any other API inbox you may have connected. You can use your sig on any and all of these platforms. However, we recommend taking one more step by being a little thoughtful about the type of content that works well on specific inboxes. What works best on email inboxes may not fly by too well in other inboxes. Or, you may want to add a dash of fun to social media conversations. Say, if you have included your professional name in your sig, you could consider editing it to a casual one when talking with customers on Instagram.\u003C/p>\u003Ch3 id=\"resize-your-image\">Resize your image\u003C/h3>\u003Cp>When uploading images to your sig, choose an appropriate image size among small, medium and large.\u003C/p>\u003Ch3 id=\"determine-behavior-for-follow-up-messages\">Determine behavior for follow up messages\u003C/h3>\u003Cp>Message signatures are generally sent along with the first message you send. It is not a great idea to include it with every follow up message that you send, and often times not required too.  This could prove to be annoying for the customer and bad news for the brand. \u003C/p>\u003Cp>While chatting with your customers, consider editing your signature in the editor. You can either create a condensed version of it or opt to disable the signature altogether.\u003C/p>\u003Ch3 id=\"utilize-brand-colors\">Utilize brand colors\u003C/h3>\u003Cp>While designing your image to be uploaded in your signature, try using more of your brand colors. This practice helps with reinforcing your brand’s identity and enhancing its recall value.\u003C/p>\u003Ch3 id=\"maintain-and-monitor\">Maintain and monitor\u003C/h3>\u003Cp>You can monitor the performance of the links included in your sig by adding UTM tracking to them or using a link shortening tool and using the analytics feature provided in them. Monitor them on periodic basis and determine your best performing ones. You can drill down deeper into the \u003Cem>\u003Cstrong>\u003Cstrong>\u003Cstrong>why’s\u003C/strong>\u003C/strong>\u003C/strong>\u003C/em> of the successful links and use those learnings for other marketing projects as well.\u003C/p>\u003Ch3 id=\"standardize-across-team-or-organization\">Standardize across team or organization\u003C/h3>\u003Cp>Take some time to standardize sigs for your team, especially if you are a large one. This could mean mandating the use of company logo with sigs, having a singular email address in the place of contact info, a color palette to be used, use of full names, or headshots only in formal collars. Alternatively, you can have sig guidelines for your employees to follow. You could also consider applying such standardizations or guidelines for specific teams rather than for the entire company. This, in turn, allows for hyper personalization and strong customer experiences. For example, the Sales team could use a calendar link for inviting demo requests, and the Customer Success team could use a calendar link for inviting account management calls.\u003C/p>\u003Ch3 id=\"avoid-these-things\">Avoid these things\u003C/h3>\u003Cul>\u003Cli>Too much text\u003C/li>\u003Cli>Fonts that are not web-safe\u003C/li>\u003Cli>Irrelevant or personal links\u003C/li>\u003Cli>Arbitrary quotes that don’t resonate with your brand\u003C/li>\u003C/ul>\u003Ch2 id=\"ideas-for-using-message-signatures\">Ideas for using message signatures\u003C/h2>\u003Cp>Here are a few unconventional ideas to inspire you:\u003C/p>\u003Cul>\u003Cli>Show a recent testimonial from a happy client\u003C/li>\u003Cli>Promote an upcoming webinar or event\u003C/li>\u003Cli>Link to a recently written article or a white-paper/report download link, and ask for feedback\u003C/li>\u003Cli>Give a hint to the next big feature your team is building\u003C/li>\u003Cli>Run promotional offers\u003C/li>\u003Cli>Flaunt your badges or certificates\u003C/li>\u003Cli>Ask for reviews\u003C/li>\u003C/ul>\u003Cp>Are you feeling inspired to use omnichannel message signatures? We would love to see your designs and feature them in our library – ping us using the live chat below. ↘️\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2023/09/illustration---omnichannel-message-signatures.jpg",false,"2023-09-20T13:12:02.000+00:00","2023-09-27T16:50:20.000+00:00","2023-09-27T16:42:40.000+00:00","Omnichannel message signatures are like a unified signature that you can use across different channels of customer communication, and not just in emails. Explore why they are important, and how to use them.","https://www.chatwoot.com/blog/using-omnichannel-message-signatures",[30,34,43],{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},"6118da864b8f26503f72d530","blog","https://www-internal-blog.chatwoot.com/tag/blog/",{"id":35,"name":36,"slug":37,"description":38,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":39,"meta_description":40,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":41,"accent_color":9,"url":42},"6308cf93730b190d1c2d7f40","Customer Service","customer-service","A good customer service framework can help your customers in the short-run, and your business over time. So what's the key to making customer service great? We've got some helpful tips from the folks at Chatwoot.","Learnings, tips, and stories on great customer service | Chatwoot","A good customer service framework is critical for your business's sustainable success. Here are some helpful articles from the folks building Chatwoot.","https://www.chatwoot.com/tags/open-source","https://www-internal-blog.chatwoot.com/tag/customer-service/",{"id":6,"name":7,"slug":5,"description":8,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":11,"meta_description":12,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":13,"accent_color":9,"url":14},[45],{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},"625d2cb84b8f26503f72dd28","Hricha Shandily","hricha","https://www-internal-blog.chatwoot.com/content/images/2023/03/Sticker-2.png","https://www-internal-blog.chatwoot.com/author/hricha/",{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},"https://www-internal-blog.chatwoot.com/using-omnichannel-message-signatures/",7,true,"Omnichannel message signature is a unified signature that can be used across different channels of customer communication, & not just in emails.","Illustration for omnichannel message signature",{"id":59,"uuid":60,"title":61,"slug":62,"html":63,"comment_id":59,"feature_image":64,"featured":23,"visibility":10,"created_at":65,"updated_at":66,"published_at":66,"custom_excerpt":67,"codeinjection_head":9,"codeinjection_foot":9,"custom_template":9,"canonical_url":9,"tags":68,"authors":71,"primary_author":73,"primary_tag":74,"url":75,"excerpt":67,"reading_time":76,"access":55,"comments":23,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":61,"meta_description":9,"email_subject":9,"frontmatter":9,"feature_image_alt":77,"feature_image_caption":9},"6508454d730b190d1c2da86f","78ecec35-e880-46b1-8549-d5bf471f57e3","What is coming in Chatwoot V3?","what-is-coming-in-chatwoot-v3","\u003Cp>Chatwoot V3.0 is on the horizon, slowly making its entrance. Our theme for this release is enhancing prioritization and boosting efficiency. In this article, we talk about the main changes we are introducing.\u003C/p>\u003Ch2 id=\"features-in-v30\">Features in V3.0\u003C/h2>\u003Ch3 id=\"robin-ai-%F0%9F%90%A6-our-native-ai-assistant-beta-invite-only\">Robin AI 🐦: Our native AI assistant (Beta, invite only)\u003C/h3>\u003Cp>We are introducing a native AI assistant as our flagship feature in this release. This is a powerful addition designed to smoothen your entire customer support lifecycle. Here's how:\u003C/p>\u003Cul>\u003Cli>\u003Cstrong>Talk to customers:\u003C/strong> Whenever a customer messages you, Robin can immediately respond to them, hold a complete conversation, and resolve the queries––without ever needing your interaction.\u003C/li>\u003Cli>\u003Cstrong>Triage conversations:\u003C/strong> It helps you prioritize conversations better by automatically suggesting labels and assisting with replies and summarizing conversations.\u003C/li>\u003Cli>\u003Cstrong>Tailor content:\u003C/strong> The AI assistant learns from your interactions with customers and generates articles that were not available on your website. This helps you identify missing pieces and add more contextual content.\u003C/li>\u003C/ul>\u003Cp>This new addition is set to significantly reduce the volume of conversations, making it easier to prioritize and manage customer inquiries effectively.\u003C/p>\u003Ch3 id=\"improved-messenger-live-in-v310\">Improved Messenger (Live in v3.1.0)\u003C/h3>\u003Cp>We've gone back to the drawing board and completely redesigned our website widget for a more seamless user experience. Key enhancements include faster loading times and integration with the Help Center. The redesign includes additional branding elements to prioritize your brand’s perception. Additionally, we've tackled long-standing issues such as continuity problems and support for multiple thread conversations.\u003C/p>\u003Ch3 id=\"improvements-in-reporting-ga\">Improvements in Reporting (GA)\u003C/h3>\u003Cp>We have redesigned our reports and introduced a new metric in our Conversations, Agents, Labels, Inbox, and Team Reports – ‘Customer waiting time’. This helps you measure the period a customer waited for a response from an agent. We consider this metric, coupled with the First Response Time, to be crucial for monitoring customer service performance. In future releases, we plan to include automation and SLA features to further enhance this metric's usefulness.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/09/reporting.png\" class=\"kg-image\" alt=\"New reports in Chatwoot\" loading=\"lazy\" width=\"1616\" height=\"916\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/09/reporting.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/09/reporting.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/09/reporting.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2023/09/reporting.png 1616w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch3 id=\"dark-mode-ga\">Dark mode (GA)\u003C/h3>\u003Cp>There has been a lot of discussion within the community regarding dark mode – which is now available within your dashboard. We also took this opportunity to clean up the old codebase, and thanks to TailwindCSS, we were able to get this up and running in a short amount of time. We are in the process of fully migrating from FoundationCSS.\u003C/p>\u003Cfigure class=\"kg-card kg-video-card\">\u003Cdiv class=\"kg-video-container\">\u003Cvideo src=\"https://www-internal-blog.chatwoot.com/content/media/2023/09/dark-mode.mp4\" poster=\"https://img.spacergif.org/v1/1920x1080/0a/spacer.png\" width=\"1920\" height=\"1080\" loop autoplay muted playsinline preload=\"metadata\" style=\"background: transparent url('https://www-internal-blog.chatwoot.com/content/images/2023/09/media-thumbnail-ember393.jpg') 50% 50% / cover no-repeat;\">\u003C/video>\u003Cdiv class=\"kg-video-overlay\">\u003Cbutton class=\"kg-video-large-play-icon\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M23.14 10.608 2.253.164A1.559 1.559 0 0 0 0 1.557v20.887a1.558 1.558 0 0 0 2.253 1.392L23.14 13.393a1.557 1.557 0 0 0 0-2.785Z\"/>\u003C/svg>\u003C/button>\u003C/div>\u003Cdiv class=\"kg-video-player-container kg-video-hide\">\u003Cdiv class=\"kg-video-player\">\u003Cbutton class=\"kg-video-play-icon\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M23.14 10.608 2.253.164A1.559 1.559 0 0 0 0 1.557v20.887a1.558 1.558 0 0 0 2.253 1.392L23.14 13.393a1.557 1.557 0 0 0 0-2.785Z\"/>\u003C/svg>\u003C/button>\u003Cbutton class=\"kg-video-pause-icon kg-video-hide\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Crect x=\"3\" y=\"1\" width=\"7\" height=\"22\" rx=\"1.5\" ry=\"1.5\"/>\u003Crect x=\"14\" y=\"1\" width=\"7\" height=\"22\" rx=\"1.5\" ry=\"1.5\"/>\u003C/svg>\u003C/button>\u003Cspan class=\"kg-video-current-time\">0:00\u003C/span>\u003Cdiv class=\"kg-video-time\">/\u003Cspan class=\"kg-video-duration\">\u003C/span>\u003C/div>\u003Cinput type=\"range\" class=\"kg-video-seek-slider\" max=\"100\" value=\"0\">\u003Cbutton class=\"kg-video-playback-rate\">1×\u003C/button>\u003Cbutton class=\"kg-video-unmute-icon\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M15.189 2.021a9.728 9.728 0 0 0-7.924 4.85.249.249 0 0 1-.221.133H5.25a3 3 0 0 0-3 3v2a3 3 0 0 0 3 3h1.794a.249.249 0 0 1 .221.133 9.73 9.73 0 0 0 7.924 4.85h.06a1 1 0 0 0 1-1V3.02a1 1 0 0 0-1.06-.998Z\"/>\u003C/svg>\u003C/button>\u003Cbutton class=\"kg-video-mute-icon kg-video-hide\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M16.177 4.3a.248.248 0 0 0 .073-.176v-1.1a1 1 0 0 0-1.061-1 9.728 9.728 0 0 0-7.924 4.85.249.249 0 0 1-.221.133H5.25a3 3 0 0 0-3 3v2a3 3 0 0 0 3 3h.114a.251.251 0 0 0 .177-.073ZM23.707 1.706A1 1 0 0 0 22.293.292l-22 22a1 1 0 0 0 0 1.414l.009.009a1 1 0 0 0 1.405-.009l6.63-6.631A.251.251 0 0 1 8.515 17a.245.245 0 0 1 .177.075 10.081 10.081 0 0 0 6.5 2.92 1 1 0 0 0 1.061-1V9.266a.247.247 0 0 1 .073-.176Z\"/>\u003C/svg>\u003C/button>\u003Cinput type=\"range\" class=\"kg-video-volume-slider\" max=\"100\" value=\"100\">\u003C/div>\u003C/div>\u003C/div>\u003C/figure>\u003Ch3 id=\"experimental-sentiment-analysis-on-conversations-tba\">Experimental: Sentiment Analysis on conversations (TBA)\u003C/h3>\u003Cp>We're experimenting with sentiment analysis on conversations to explore whether it can be utilized to prioritize customer inquiries. This feature has the potential to revamp how you manage and respond to customer feedback.\u003C/p>\u003Ch3 id=\"fixes-for-commonly-reported-issues\">Fixes for commonly reported issues\u003C/h3>\u003Cp>We are addressing some of the outstanding community issues. These include improvements in permissions, email channel stability, and clarifications around the WhatsApp token authentication flow.\u003C/p>\u003Ch2 id=\"the-release-process\">The release process\u003C/h2>\u003Cp>You might be wondering how to get these updates on your instances. Let's delve into that.\u003C/p>\u003Cp>We have released the first candidate with the aforementioned changes. Over the next few weeks, we'll continue rigorous testing and follow up with stable releases.\u003C/p>\u003Cp>As you may have seen in some of the commits, we have many dependency updates, including the Postgres pg_vector extension. Although upgrading to version 15 should work without issues, we have not tested it thoroughly on all platforms, and some planned updates are still awaiting quality checks.\u003C/p>\u003Cp>The changes will not be available in the master branch immediately. To get the changes to your instance, please follow the \u003Ca href=\"https://www.chatwoot.com/docs/self-hosted/deployment/linux-vm?ref=www-internal-blog.chatwoot.com#upgrading-to-a-newer-version-of-chatwoot\">manual upgrade process\u003C/a> with the branch name \u003Ccode>3.0.0-rc1\u003C/code>. Please note that we do not have the documentation for upgrading instances or fixing common issues. Therefore, we advise against switching your production instances immediately.\u003C/p>\u003Cp>We're excited about the possibilities this V3 release brings to your customer support operations. If you have any questions or need assistance with the upgrade process, please don't hesitate to reach out to our support team.\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2023/09/chatwoot-v3.png","2023-09-18T12:40:45.000+00:00","2023-09-18T14:16:32.000+00:00","Chatwoot V3.0 is on the horizon, slowly making its entrance. Our theme for this release is enhancing prioritization and boosting efficiency. In this article, we talk about the main changes we are introducing.",[69,70],{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},{"id":6,"name":7,"slug":5,"description":8,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":11,"meta_description":12,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":13,"accent_color":9,"url":14},[72],{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},"https://www-internal-blog.chatwoot.com/what-is-coming-in-chatwoot-v3/",3,"Art for Chatwoot V3",{"id":79,"uuid":80,"title":81,"slug":82,"html":83,"comment_id":79,"feature_image":84,"featured":23,"visibility":10,"created_at":85,"updated_at":86,"published_at":87,"custom_excerpt":88,"codeinjection_head":9,"codeinjection_foot":9,"custom_template":9,"canonical_url":89,"tags":90,"authors":94,"primary_author":96,"primary_tag":97,"url":98,"excerpt":88,"reading_time":54,"access":55,"comments":23,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":81,"meta_description":99,"email_subject":9,"frontmatter":9,"feature_image_alt":9,"feature_image_caption":9},"64f5c592730b190d1c2da79e","cf30236a-34db-445a-863c-9bc7557688d3","Ready made Canned Responses, and the art of employing them","ready-made-canned-responses","\u003Cp>\u003C/p>\u003Cp>100% of your customers would like instant responses to their queries (won’t they?). However, only a fraction of businesses really understand this and do something about it.\u003C/p>\u003Cp>\u003Cem>Pro tip: It makes a lot of sense to reply to customers instantly and convert/retain them when they are in the right mindset –– actively thinking about your product.\u003C/em>\u003C/p>\u003Cp>But, some issues never stop chasing us –– like, the minimum time it takes to write lengthy messages. Or, the frustration that accompanies it – for both the customer and agent. Frustration also grows when you have to write the same messages over and over again for different customers. C’mon, humans have feelings! It’s even worse when it comes to writing messages that are similar in nature, but not the exact same and require extra customization before being sent.\u003C/p>\u003Cp>This isn’t a new problem, though, and the solution to it has been pretty standard in the customer support industry too – \u003Ca href=\"https://www.chatwoot.com/features/canned-responses?ref=www-internal-blog.chatwoot.com\">canned responses\u003C/a>, or shortcut replies, which we will learn more about in a second.\u003C/p>\u003Cp>\u003Ca href=\"https://www.chatwoot.com/blog/ready-made-canned-responses?ref=www-internal-blog.chatwoot.com#canned-responses-library-by-chatwoot\">\u003Cstrong>Next\u003C/strong>\u003C/a>, we introduce you to our handy, ready-made canned responses – so that you don't even have to create your own.\u003C/p>\u003Ch2 id=\"what-are-canned-responses\">What are Canned Responses?\u003C/h2>\u003Cp>Canned Responses are saved replies to commonly asked questions, that can be instantly accessed through your message editor box while chatting with customers. These pre-written responses, carefully preserved in the system like well-preserved foods (\u003Cem>\u003Cstrong>\u003Cstrong>\u003Cstrong>canned\u003C/strong>\u003C/strong>\u003C/strong>\u003C/em>), save you a lot of time and effort, while ensuring consistent and accurate replies.\u003C/p>\u003Cp>For example, this is how you can access a canned response (saved in Settings) from the \u003Ca href=\"https://www.chatwoot.com/features/channels?ref=www-internal-blog.chatwoot.com\">omnichannel\u003C/a> chat box in Chatwoot:\u003C/p>\u003Cfigure class=\"kg-card kg-video-card\">\u003Cdiv class=\"kg-video-container\">\u003Cvideo src=\"https://www-internal-blog.chatwoot.com/content/media/2023/09/canned-responses-in-chat.mp4\" poster=\"https://img.spacergif.org/v1/1596x1080/0a/spacer.png\" width=\"1596\" height=\"1080\" loop autoplay muted playsinline preload=\"metadata\" style=\"background: transparent url('https://www-internal-blog.chatwoot.com/content/images/2023/09/media-thumbnail-ember287.jpg') 50% 50% / cover no-repeat;\">\u003C/video>\u003Cdiv class=\"kg-video-overlay\">\u003Cbutton class=\"kg-video-large-play-icon\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M23.14 10.608 2.253.164A1.559 1.559 0 0 0 0 1.557v20.887a1.558 1.558 0 0 0 2.253 1.392L23.14 13.393a1.557 1.557 0 0 0 0-2.785Z\"/>\u003C/svg>\u003C/button>\u003C/div>\u003Cdiv class=\"kg-video-player-container kg-video-hide\">\u003Cdiv class=\"kg-video-player\">\u003Cbutton class=\"kg-video-play-icon\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M23.14 10.608 2.253.164A1.559 1.559 0 0 0 0 1.557v20.887a1.558 1.558 0 0 0 2.253 1.392L23.14 13.393a1.557 1.557 0 0 0 0-2.785Z\"/>\u003C/svg>\u003C/button>\u003Cbutton class=\"kg-video-pause-icon kg-video-hide\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Crect x=\"3\" y=\"1\" width=\"7\" height=\"22\" rx=\"1.5\" ry=\"1.5\"/>\u003Crect x=\"14\" y=\"1\" width=\"7\" height=\"22\" rx=\"1.5\" ry=\"1.5\"/>\u003C/svg>\u003C/button>\u003Cspan class=\"kg-video-current-time\">0:00\u003C/span>\u003Cdiv class=\"kg-video-time\">/\u003Cspan class=\"kg-video-duration\">\u003C/span>\u003C/div>\u003Cinput type=\"range\" class=\"kg-video-seek-slider\" max=\"100\" value=\"0\">\u003Cbutton class=\"kg-video-playback-rate\">1×\u003C/button>\u003Cbutton class=\"kg-video-unmute-icon\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M15.189 2.021a9.728 9.728 0 0 0-7.924 4.85.249.249 0 0 1-.221.133H5.25a3 3 0 0 0-3 3v2a3 3 0 0 0 3 3h1.794a.249.249 0 0 1 .221.133 9.73 9.73 0 0 0 7.924 4.85h.06a1 1 0 0 0 1-1V3.02a1 1 0 0 0-1.06-.998Z\"/>\u003C/svg>\u003C/button>\u003Cbutton class=\"kg-video-mute-icon kg-video-hide\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M16.177 4.3a.248.248 0 0 0 .073-.176v-1.1a1 1 0 0 0-1.061-1 9.728 9.728 0 0 0-7.924 4.85.249.249 0 0 1-.221.133H5.25a3 3 0 0 0-3 3v2a3 3 0 0 0 3 3h.114a.251.251 0 0 0 .177-.073ZM23.707 1.706A1 1 0 0 0 22.293.292l-22 22a1 1 0 0 0 0 1.414l.009.009a1 1 0 0 0 1.405-.009l6.63-6.631A.251.251 0 0 1 8.515 17a.245.245 0 0 1 .177.075 10.081 10.081 0 0 0 6.5 2.92 1 1 0 0 0 1.061-1V9.266a.247.247 0 0 1 .073-.176Z\"/>\u003C/svg>\u003C/button>\u003Cinput type=\"range\" class=\"kg-video-volume-slider\" max=\"100\" value=\"100\">\u003C/div>\u003C/div>\u003C/div>\u003C/figure>\u003Ch2 id=\"advantages-of-using-canned-responses\">Advantages of using canned responses\u003C/h2>\u003Cp>Canned Responses are a great ammo. They help with:\u003C/p>\u003Ch3 id=\"swiftness\">Swiftness\u003C/h3>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/09/taylor.png\" class=\"kg-image\" alt=\"taylor swift\" loading=\"lazy\" width=\"1500\" height=\"1000\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/09/taylor.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/09/taylor.png 1000w, https://www-internal-blog.chatwoot.com/content/images/2023/09/taylor.png 1500w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Not that ☝️ Swift, but swiftly sending messages to your customers. Whenever a customer query comes in, canned responses can instantly be accessed from the message editor. This sharply reduces typing time and ensures quick replies for customers, and convenience for the agents.\u003C/p>\u003Ch3 id=\"scalability\">Scalability\u003C/h3>\u003Cp>As your business grows, the volume of support queries grow. So it becomes essential to scale up your team while \u003Ca href=\"https://www.chatwoot.com/blog/improve-customer-service-strategy?ref=www-internal-blog.chatwoot.com\">maintaining a high quality of customer service\u003C/a>. Canned responses, however, ease this up by allowing a smaller support team to handle a larger workload by easing up the response process.\u003C/p>\u003Ch3 id=\"agent-productivity\">Agent productivity\u003C/h3>\u003Cp>Agents save a ton of time by actively using canned responses. This leaves them with more room to attend more customers in a shorter amount of time.\u003C/p>\u003Ch3 id=\"faster-resolutions\">Faster resolutions\u003C/h3>\u003Cp>Canned responses are a great catalyst in helping resolve queries faster. \u003Ca href=\"https://www.knowledgebase.com/blog/time-to-resolution/?ref=www-internal-blog.chatwoot.com\">This promotes higher customer satisfaction\u003C/a>, which in turn helps with better retention and revenues.\u003C/p>\u003Ch3 id=\"consistency\">Consistency\u003C/h3>\u003Cp>As an organization, if you care about \u003Ca href=\"https://www.chatwoot.com/blog/playbook-for-effective-customer-service-communication?ref=www-internal-blog.chatwoot.com\">communicating with customers\u003C/a> in a singular, consistent language, then canned responses are a great way to create scripts for all agents and have them abide by those scripts.\u003C/p>\u003Ch3 id=\"quality-control\">Quality control\u003C/h3>\u003Cp>Having high quality standards of communication with customer is crucial for retaining them and maintaining a decent brand image. This includes the kind of tone and language you use as a company, the degree of grammatical accuracy you put out, the calm with which you talk to customers, and many more similar standards you may have. Canned Responses help you ensure that the entire organization practices these standards as one.\u003C/p>\u003Ch2 id=\"canned-responses-library-by-chatwoot\">Canned Responses Library by Chatwoot\u003C/h2>\u003Cp>You will easily find the Canned Responses feature in many support tools that lets you save frequent messages to a library and instantly use them in conversations later.\u003C/p>\u003Cp>But, what if…hear us out…we also took away the pain of writing these messages in the first place? 👀\u003C/p>\u003Cp>We have crafted (and really, crafted) a full \u003Ca href=\"https://www.chatwoot.com/tools/canned-responses-library?ref=www-internal-blog.chatwoot.com\">\u003Cstrong>Canned Responses Library\u003C/strong>\u003C/a> – a collection of 124 replies that can be used in commonly-occurring support situations like greeting a customer, dealing with angry customers, transferring chats, etc.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card kg-width-full\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/09/caned-repsonses-library-transferring-chat.png\" class=\"kg-image\" alt=\"example of content in canned responses library\" loading=\"lazy\" width=\"1616\" height=\"966\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/09/caned-repsonses-library-transferring-chat.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/09/caned-repsonses-library-transferring-chat.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/09/caned-repsonses-library-transferring-chat.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2023/09/caned-repsonses-library-transferring-chat.png 1616w\">\u003C/figure>\u003Cp>When in need, open the library and select a category you need a response in, or simply search for it using the search bar. When you find a message you like, simply copy it or edit it before copying.\u003C/p>\u003Ch2 id=\"how-to-make-the-best-of-canned-responses-library\">How to make the best of Canned Responses Library?\u003C/h2>\u003Cp>We have designed this library keeping in mind common support situations faced by agents. There are two ways we recommend using it, as explained below.\u003C/p>\u003Ch3 id=\"add-canned-responses-library-as-a-dashboard-app\">Add Canned Responses Library as a dashboard app\u003C/h3>\u003Cp>It makes sense to have the library open in a side tab while chatting with customers. However, it is way easier to rather add it as a dashboard app inside your account.\u003C/p>\u003Cp>\u003Cstrong>What are dashboard apps?\u003C/strong>\u003C/p>\u003Cp>\u003Ca href=\"https://www.chatwoot.com/blog/dashboard-apps?ref=www-internal-blog.chatwoot.com\">Dashboard apps\u003C/a> is a way to directly access any 3rd party app from your Chatwoot dashboard. Once added, you don’t need to exit the Chatwoot window.\u003C/p>\u003Cp>Adding this library as a dashboard app \u003Ca href=\"https://www.chatwoot.com/hc/chatwoot-user-guide-cloud-version/articles/1677691702-how-to-use-dashboard-apps?ref=www-internal-blog.chatwoot.com#how-to-create-a-dashboard-app\">will only takes about 10 seconds to setup\u003C/a>:\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/09/adding-a-dashboard-app.png\" class=\"kg-image\" alt=\"adding a dashboard app in chatwoot\" loading=\"lazy\" width=\"2000\" height=\"758\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/09/adding-a-dashboard-app.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/09/adding-a-dashboard-app.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/09/adding-a-dashboard-app.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2023/09/adding-a-dashboard-app.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Once setup, you can instantly have shortcut replies at your fingertips.\u003C/p>\u003Cfigure class=\"kg-card kg-video-card\">\u003Cdiv class=\"kg-video-container\">\u003Cvideo src=\"https://www-internal-blog.chatwoot.com/content/media/2023/09/canned-responses-in-dashboard-apps.mp4\" poster=\"https://img.spacergif.org/v1/1664x1080/0a/spacer.png\" width=\"1664\" height=\"1080\" loop autoplay muted playsinline preload=\"metadata\" style=\"background: transparent url('https://www-internal-blog.chatwoot.com/content/images/2023/09/media-thumbnail-ember343.jpg') 50% 50% / cover no-repeat;\">\u003C/video>\u003Cdiv class=\"kg-video-overlay\">\u003Cbutton class=\"kg-video-large-play-icon\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M23.14 10.608 2.253.164A1.559 1.559 0 0 0 0 1.557v20.887a1.558 1.558 0 0 0 2.253 1.392L23.14 13.393a1.557 1.557 0 0 0 0-2.785Z\"/>\u003C/svg>\u003C/button>\u003C/div>\u003Cdiv class=\"kg-video-player-container kg-video-hide\">\u003Cdiv class=\"kg-video-player\">\u003Cbutton class=\"kg-video-play-icon\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M23.14 10.608 2.253.164A1.559 1.559 0 0 0 0 1.557v20.887a1.558 1.558 0 0 0 2.253 1.392L23.14 13.393a1.557 1.557 0 0 0 0-2.785Z\"/>\u003C/svg>\u003C/button>\u003Cbutton class=\"kg-video-pause-icon kg-video-hide\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Crect x=\"3\" y=\"1\" width=\"7\" height=\"22\" rx=\"1.5\" ry=\"1.5\"/>\u003Crect x=\"14\" y=\"1\" width=\"7\" height=\"22\" rx=\"1.5\" ry=\"1.5\"/>\u003C/svg>\u003C/button>\u003Cspan class=\"kg-video-current-time\">0:00\u003C/span>\u003Cdiv class=\"kg-video-time\">/\u003Cspan class=\"kg-video-duration\">\u003C/span>\u003C/div>\u003Cinput type=\"range\" class=\"kg-video-seek-slider\" max=\"100\" value=\"0\">\u003Cbutton class=\"kg-video-playback-rate\">1×\u003C/button>\u003Cbutton class=\"kg-video-unmute-icon\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M15.189 2.021a9.728 9.728 0 0 0-7.924 4.85.249.249 0 0 1-.221.133H5.25a3 3 0 0 0-3 3v2a3 3 0 0 0 3 3h1.794a.249.249 0 0 1 .221.133 9.73 9.73 0 0 0 7.924 4.85h.06a1 1 0 0 0 1-1V3.02a1 1 0 0 0-1.06-.998Z\"/>\u003C/svg>\u003C/button>\u003Cbutton class=\"kg-video-mute-icon kg-video-hide\">\u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\u003Cpath d=\"M16.177 4.3a.248.248 0 0 0 .073-.176v-1.1a1 1 0 0 0-1.061-1 9.728 9.728 0 0 0-7.924 4.85.249.249 0 0 1-.221.133H5.25a3 3 0 0 0-3 3v2a3 3 0 0 0 3 3h.114a.251.251 0 0 0 .177-.073ZM23.707 1.706A1 1 0 0 0 22.293.292l-22 22a1 1 0 0 0 0 1.414l.009.009a1 1 0 0 0 1.405-.009l6.63-6.631A.251.251 0 0 1 8.515 17a.245.245 0 0 1 .177.075 10.081 10.081 0 0 0 6.5 2.92 1 1 0 0 0 1.061-1V9.266a.247.247 0 0 1 .073-.176Z\"/>\u003C/svg>\u003C/button>\u003Cinput type=\"range\" class=\"kg-video-volume-slider\" max=\"100\" value=\"100\">\u003C/div>\u003C/div>\u003C/div>\u003C/figure>\u003Cp>\u003Cem>Related read: \u003Ca href=\"https://www.chatwoot.com/blog/sales-processes-with-dashboard-apps?ref=www-internal-blog.chatwoot.com\">How Tegrus uses Dashboard Apps to triple its sales\u003C/a>\u003C/em>\u003C/p>\u003Ch3 id=\"use-ai-assist-to-optimize-messages\">Use AI Assist to optimize messages\u003C/h3>\u003Cp>Support procedures may be standard but every conversation is unique. This means there is always room for sending a better message that would be more relevant to the specific, ongoing conversation.\u003C/p>\u003Cp>We recently introduced \u003Ca href=\"https://www.chatwoot.com/blog/ai-in-chatwoot?ref=www-internal-blog.chatwoot.com#optimize-tone-based-improvements\">AI assist\u003C/a> in Chatwoot. One of the main things it does is improve your messages based on tone. When clubbed with canned responses, this completes the circle of crafting a message, and reviewing and improving it before sending.\u003C/p>\u003Ch3 id=\"jumpstart-to-craft-your-own-arsenal-of-support-messages\">Jumpstart to craft your own arsenal of support messages\u003C/h3>\u003Cp>Some repetitive messages you send to your customers will always be unique to your business. Messages such as pricing info, product features info, refund info are some examples. You may even have a unique style of greeting customers, making the need of having your own arsenal of support messages even more practical.\u003C/p>\u003Cp>We recommend taking time to \u003Ca href=\"https://www.chatwoot.com/hc/chatwoot-user-guide-cloud-version/articles/1677501325-how-to-create-saved-reply-templates-with-canned-responses?ref=www-internal-blog.chatwoot.com\">save your own canned responses in Chatwoot\u003C/a>, using our library as a base.\u003C/p>\u003Ch2 id=\"tips-to-find-the-canned-responses-that-work-best-for-you\">Tips to find the Canned Responses that work best for you\u003C/h2>\u003Cp>Here are some tips.\u003C/p>\u003Ch3 id=\"track-your-frequently-asked-questions\">Track your Frequently Asked Questions\u003C/h3>\u003Cp>Canned Responses would work the best for you when you know which ones you need the most. And the best way to know that is to recognize the questions you regularly get. Once you know, you can take sweet time to write the best possible responses for them and save in the system for everyone in your team to use.\u003C/p>\u003Cp>One practice, that we follow at Chatwoot, to recognize patterns in the questions we get is to have everyone on support note down their findings or questions not covered in our documentation, in a Notion doc. We review this \u003Ca href=\"https://www.notion.so/?ref=www-internal-blog.chatwoot.com\">Notion\u003C/a> doc later to not only update our canned responses, but also our documentation, making it more comprehensive and helpful for the customers. This, also, reduces support queries in return. Win-win!\u003C/p>\u003Cp>\u003Cem>Related read: \u003Ca href=\"https://www.chatwoot.com/blog/ways-companies-use-faq-pages-to-win-customers?ref=www-internal-blog.chatwoot.com\">9 clever ways companies are using FAQ Pages to win customers\u003C/a>\u003C/em>\u003C/p>\u003Ch3 id=\"keep-ctas-handy\">Keep CTAs handy\u003C/h3>\u003Cp>Calls to Action or \u003Ca href=\"https://adespresso.com/blog/call-to-action-examples/?ref=www-internal-blog.chatwoot.com\">CTAs\u003C/a> are helpful when it comes to inciting action from the customer’s end. When editing canned responses, and if the situation permits, include a CTA in your message.\u003C/p>\u003Cp>For example, give the link to your pricing and checkout page for a customer inquiring about pricing. Or, give YouTube link to your product demo to a customer actively considering a purchase.\u003C/p>\u003Ch3 id=\"understand-the-intent-of-the-customer\">Understand the intent of the customer\u003C/h3>\u003Cp>Offering chicken wings to a hungry customer isn’t always the best solution. You need to ask whether they are vegetarian or not. The lesson here is that misguided actions (in our case: responses to customers) wouldn’t work very well until you try to find out what the customer really wants or needs.\u003C/p>\u003Cp>So ask follow up questions before blindly utilizing templated responses. Hey, save a canned response for that too! We did create a category called “Ask for more information” in our library.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card kg-width-full\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/09/canned-library-more-info.png\" class=\"kg-image\" alt=\"asking for more information with the canned responses library\" loading=\"lazy\" width=\"1616\" height=\"1038\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/09/canned-library-more-info.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/09/canned-library-more-info.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/09/canned-library-more-info.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2023/09/canned-library-more-info.png 1616w\">\u003C/figure>\u003Ch3 id=\"understand-the-sentiment-of-the-customer\">Understand the sentiment of the customer\u003C/h3>\u003Cp>After intent, understanding the sentiment of the customer is equally important. Identifying whether they are in a neutral or angry mood will help you effectively resolve their issue without causing them further pain.\u003C/p>\u003Cp>For dealing with uncomfortable situations, we made categories like ‘Don’t know’, ‘Admit fault’, ‘We don’t support that’, and ‘Angry customers’ in the library.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card kg-width-full\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/09/canned-library-uncomfortable-replies.png\" class=\"kg-image\" alt=\"dealing with uncomfortable messages with canned responses library\" loading=\"lazy\" width=\"1616\" height=\"1038\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/09/canned-library-uncomfortable-replies.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/09/canned-library-uncomfortable-replies.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/09/canned-library-uncomfortable-replies.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2023/09/canned-library-uncomfortable-replies.png 1616w\">\u003C/figure>\u003Ch3 id=\"quality-over-quantity\">Quality over quantity\u003C/h3>\u003Cp>If possible, take the time and effort to \u003Ca href=\"https://blog.hubspot.com/service/personalized-customer-service?ref=www-internal-blog.chatwoot.com\">personally cater to every customer\u003C/a> on your support chat. Use canned responses as a helpful tool but do not start relying on it for complete, scripted chats. While this is unavoidable in large teams, try to internalize the practice of helping customers with their unique situations with the intent of genuinely helping them succeed.\u003C/p>\u003Ch3 id=\"make-room-for-improvizations\">Make room for improvizations\u003C/h3>\u003Cp>While scripts are a great tool for scaling up operations, your agents will also be met with situations not covered in scripts. It is essential to make room for improvisations, while being real with customers. Creating a knowledge base for the agents also comes in handy in such situations.\u003C/p>\u003Ch2 id=\"improving-customer-experiences-at-scale\">Improving customer experiences at scale\u003C/h2>\u003Cp>Our motto is to help businesses \u003Ca href=\"https://www.chatwoot.com/blog/examples-of-best-customer-service-experience?ref=www-internal-blog.chatwoot.com\">impart exceptional customer experiences\u003C/a>, at scale. We would love to hear your feedback about the Canned Responses Library. Feel free to request more library content by hitting us up on the live chat button.\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2023/09/canned-responses-library-illustration.png","2023-09-04T11:54:58.000+00:00","2023-09-04T13:48:01.000+00:00","2023-09-04T13:34:02.000+00:00","Introducing: Canned Responses Library – a collection of 124 replies that can be used in commonly-occurring support situations like greeting a customer, dealing with angry customers, transferring chats, etc.","https://www.chatwoot.com/blog/ready-made-canned-responses",[91,92,93],{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},{"id":35,"name":36,"slug":37,"description":38,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":39,"meta_description":40,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":41,"accent_color":9,"url":42},{"id":6,"name":7,"slug":5,"description":8,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":11,"meta_description":12,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":13,"accent_color":9,"url":14},[95],{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},"https://www-internal-blog.chatwoot.com/ready-made-canned-responses/","Introducing: Canned Responses Library – a collection of 124 replies that can be used in commonly-occurring support situations.",{"id":101,"uuid":102,"title":103,"slug":104,"html":105,"comment_id":101,"feature_image":106,"featured":23,"visibility":10,"created_at":107,"updated_at":108,"published_at":109,"custom_excerpt":110,"codeinjection_head":9,"codeinjection_foot":9,"custom_template":9,"canonical_url":111,"tags":112,"authors":121,"primary_author":123,"primary_tag":124,"url":125,"excerpt":110,"reading_time":76,"access":55,"comments":23,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":103,"meta_description":126,"email_subject":9,"frontmatter":9,"feature_image_alt":127,"feature_image_caption":9},"64f09101730b190d1c2da707","c456524c-7912-4ae0-86eb-a97e0ea69be4","Audit Logs: Enhancing transparency and security in Chatwoot","audit-logs","\u003Cp>Whether you're managing a small crew or looking after a big organization, keeping an eye on who's doing what, when, and where makes a real difference. It helps things run smoothly, promotes transparency, and even comes in handy when legal stuff comes up.\u003C/p>\u003Cp>We recently rolled out something exciting in Chatwoot to help keep things crystal clear – Audit Logs. If you've ever wanted to trace back activities in your Chatwoot account, this will cover you up. Audit Logs work noiseless in the background by recording every activity happening within your Chatwoot account – user activities, data modification, account-wide changes, and much more.\u003C/p>\u003Ch2 id=\"what-can-chatwoots-audit-logs-do\">\u003Cstrong>What can Chatwoot's Audit Logs do?\u003C/strong>\u003C/h2>\u003Cp>It's as simple as it gets. Whenever anyone takes an action in your Chatwoot account, like changing their availability status or updating a Webhook, the Audit Log makes a quick note. Each activity is noted within three headers:\u003C/p>\u003Col>\u003Cli>\u003Cstrong>Activity\u003C/strong>\u003Cbr>The 'Activity' column shows which user performed a specific action in easy-to-understand language. It displays the user's name or email ID. Likewise, it records the specifics of the action taken, such as the ID of a newly created or deleted inbox.\u003Cbr>\u003Cbr>\u003Ca href=\"https://www.chatwoot.com/hc/chatwoot-user-guide-cloud-version/articles/1692251809-how-to-use-audit-logs?ref=www-internal-blog.chatwoot.com#activities-tracked-through-audit-logs\">\u003Cstrong>See the full list of activities covered here\u003C/strong>\u003C/a>.\u003Cbr>\u003C/li>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>\u003Cstrong>Time\u003C/strong>\u003C/strong>\u003C/strong>\u003C/strong>\u003Cbr>The ‘Time’ column shows the full date and the precise time when the associated activity happened.\u003Cbr>\u003C/li>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>\u003Cstrong>\u003Cstrong>\u003Cstrong>\u003Cstrong>\u003Cstrong>\u003Cstrong>\u003Cstrong>IP Address\u003C/strong>\u003C/strong>\u003C/strong>\u003C/strong>\u003C/strong>\u003C/strong>\u003C/strong>\u003C/strong>\u003C/strong>\u003C/strong>\u003Cbr>The ‘IP Address’ column shows the location where the action happened. This can help you track down the exact application, device, or system. An IP address can usually give you info about the city, ZIP code, ISP area code, and even the ISP's name.\u003C/li>\u003C/ol>\u003Cp>This is available in our enterprise \u003Ca href=\"https://www.chatwoot.com/pricing?ref=www-internal-blog.chatwoot.com\">plans\u003C/a>, which you can subscribe to. You will be able to access your account’s Audit Logs under \u003Cem>Settings → Audit Logs\u003C/em>.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card kg-width-full\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/08/audit-logs.png\" class=\"kg-image\" alt=\"Audit logs page in Chatwoot\" loading=\"lazy\" width=\"2000\" height=\"1478\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/08/audit-logs.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/08/audit-logs.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/08/audit-logs.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2023/08/audit-logs.png 2400w\">\u003C/figure>\u003Cp>This is a great way to ensure your customer support operations in Chatwoot are both secure and hassle-free when it comes to managing data.\u003C/p>\u003Ch2 id=\"why-should-you-care-about-audit-logs\">Why should you care about Audit Logs?\u003C/h2>\u003Cp>If you find any of the following points relatable, you’ll find Audit Logs extremely useful.\u003C/p>\u003Ch3 id=\"account-security\">Account security\u003C/h3>\u003Cp>Audit logs, like a CCTV camera, keep track of actions and add an extra layer of defense against unauthorized access.\u003C/p>\u003Ch3 id=\"monitoring-support-opschatwoot-account\">Monitoring support ops/Chatwoot account\u003C/h3>\u003Cp>Audit Logs provides account admins all the information they typically need to ensure a smoothly running account. You can always review the logs to understand the backstage of your customer support operations.\u003C/p>\u003Ch3 id=\"auditing-teams\">Auditing teams\u003C/h3>\u003Cp>Reviewing actions in the audit log helps in getting insights into your team's performance trends, identifying areas of excellence and opportunities for improvement. By understanding these patterns, you can pinpoint training requirements and craft tailored development strategies.\u003C/p>\u003Ch3 id=\"fostering-accountability\">Fostering accountability\u003C/h3>\u003Cp>The ability to associate actions to specific teammates promotes a culture of responsibility and ownership within teams. This also helps improve efficiency and quality of work. Transparent operations also imbibe trust within the team, and with customers. Audit logs maintain this transparency by providing the necessary insights and eliminating uncertainties and miscommunications.\u003C/p>\u003Ch3 id=\"meeting-industry-compliance-standards\">Meeting industry compliance standards\u003C/h3>\u003Cp>If you're in a fancy industry affected by regulations like SOC 2, CIS, or any other (aren't we all?), audit logs are a useful armor to meet benchmarks conveniently.\u003C/p>\u003Ch3 id=\"simplifying-investigations\">Simplifying investigations\u003C/h3>\u003Cp>Audit logs maintain details of historical events. You can easily investigate an incident by tracing its timeline and learning about the associated entities. In the unfortunate event of breaches, disputes, or discrepancies, audit logs provide an invaluable resource for conducting thorough investigations and making informed conclusions.\u003C/p>\u003Ch3 id=\"improving-workflows-and-policies\">Improving workflows and policies\u003C/h3>\u003Cp>By understanding the patterns emerging through Audit logs, you can find opportunities for improving your customer support operations. These insights can even extend to improving organization-wide policies and practices affecting both workflows and employees.\u003C/p>\u003Ch3 id=\"cheaper-to-maintain\">Cheaper to maintain\u003C/h3>\u003Cp>Maintaining your own audit logs requires management effort and storage costs. Chatwoot does both for you in a seamless experience.\u003C/p>\u003Ch2 id=\"optimizing-the-audit-logs-within-chatwoot\">Optimizing the Audit Logs within Chatwoot\u003C/h2>\u003Cp>If you are already using a central \u003Ca href=\"https://stackify.com/best-log-management-tools/?ref=www-internal-blog.chatwoot.com\">log management platform\u003C/a> like MS Azure, Google Cloud, Datadog, etc., we recommend using an API to connect Chatwoot audit logs with them to create a centralized search and analysis platform for yourself.\u003C/p>\u003Ch2 id=\"audit-log-experience-in-the-making\">Audit Log experience in the making\u003C/h2>\u003Cp>The Audit Logs is currently in its beta phase. That means there are even better things coming up. 🥳 Here’s a quick peek into what our team is working on to improve this feature further:\u003C/p>\u003Cul>\u003Cli>Finding specific entries with the search bar.\u003C/li>\u003Cli>Filtering entries by tags, timings, user names/IDs, etc.\u003C/li>\u003Cli>Tracking more activities with a wider coverage like customer interactions.\u003C/li>\u003Cli>Seamless integrations with your existing auditing platforms or HR software.\u003C/li>\u003Cli>More detailed descriptions of the associated activities\u003C/li>\u003Cli>Exporting the file to a system.\u003C/li>\u003Cli>Adding a member of the team as a log-viewer, without giving them complete admin rights.\u003C/li>\u003C/ul>\u003Cp>Would you like any specific activities tracked in Audit Logs? Hit us up in the live chat!\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2023/09/audit-logs-illustration.jpg","2023-08-31T13:09:21.000+00:00","2023-09-19T07:54:22.000+00:00","2023-08-31T14:02:17.000+00:00","We recently rolled out something exciting to help keep things crystal clear – Audit Logs. Audit Logs work noiseless in the background by recording every activity happening within your Chatwoot account, which you can screen later.","https://www.chatwoot.com/blog/audit-logs",[113,114,115],{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},{"id":6,"name":7,"slug":5,"description":8,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":11,"meta_description":12,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":13,"accent_color":9,"url":14},{"id":116,"name":117,"slug":117,"description":118,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":119,"url":120},"6118da7b4b8f26503f72d52e","releases","We release a new and improved version of Chatwoot every mid-month. We make sure to tell you all about it and how you can use it to improve your Chatwoot experience, in our series of product updates.","#189aff","https://www-internal-blog.chatwoot.com/tag/releases/",[122],{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},"https://www-internal-blog.chatwoot.com/audit-logs/","Audit Logs work noiseless in the background by recording every activity happening within your Chatwoot account, which you can screen later.","Audit logs illustration",{"id":129,"uuid":130,"title":131,"slug":132,"html":133,"comment_id":129,"feature_image":134,"featured":23,"visibility":10,"created_at":135,"updated_at":136,"published_at":137,"custom_excerpt":138,"codeinjection_head":9,"codeinjection_foot":9,"custom_template":9,"canonical_url":139,"tags":140,"authors":143,"primary_author":145,"primary_tag":146,"url":147,"excerpt":138,"reading_time":148,"access":55,"comments":23,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":131,"meta_description":149,"email_subject":9,"frontmatter":9,"feature_image_alt":150,"feature_image_caption":9},"6481ef8e730b190d1c2da31f","dc70d7cb-e49d-4743-91bf-1ea1003fcc54","Leveraging AI in Chatwoot: Compose, Optimize, Summarize","ai-in-chatwoot","\u003Cp>ChatGPT has shown us what it really means to be a game-changer. This year, we have seen AI perfecting a lot of tasks, left, right, and center. We believe in leveraging AI for what it can do best – the regular stuff. In turn, this leaves us with more headspace to do things that make a difference – creating customer relationships. And since we focus on building \u003Cem>delightful\u003C/em> customer relationships at Chatwoot, we HAD to learn how to make the best of the new GPT models. We now have a start.\u003C/p>\u003Cp>The AI in Chatwoot is like a constantly available assistant on your dashboard, which holds your hand before, during, and after talking with customers. This not only aims at creating a better experience for agents but also ensures faster, better, and more consistent responses for customers.\u003C/p>\u003Cp>In the first version (yes, we are improving this everyday), we’ve built three new fascinating AI-powered features into Chatwoot. The aim is to enable our users provide:\u003C/p>\u003Cul>\u003Cli>Faster customer resolutions\u003C/li>\u003Cli>Better quality customer support\u003C/li>\u003Cli>Better agent experience\u003C/li>\u003Cli>Efficient onboarding of new agents\u003C/li>\u003C/ul>\u003Cp>Let’s see what these three new features can and cannot do.\u003C/p>\u003Cp>\u003Cu>Note\u003C/u>: To find these three features on your dashboard, you’ll first need to take a minute to \u003Ca href=\"https://www.chatwoot.com/hc/chatwoot-user-guide-cloud-version/articles/1683707349-openai?ref=www-internal-blog.chatwoot.com\">integrate your OpenAI account with Chatwoot\u003C/a>.\u003C/p>\u003Ch2 id=\"compose-ready-made-replies-for-agents\">Compose: ready-made replies for agents\u003C/h2>\u003Cp>Imagine AI thinking and writing pretty much the same thing you would have written in a message, except that it happens in a couple of seconds. That’s our “Reply suggestion with AI” feature.\u003C/p>\u003Cp>The feature is currently capable of suggesting simple responses. It can give you a head start on conversations by quickly writing the things you must ask a customer, given the context.\u003C/p>\u003Cp>Let’s say you receive a new conversation with a customer complaining about the login button not working. Here's what the AI would do:\u003C/p>\u003Cfigure class=\"kg-card kg-video-card kg-width-regular\" data-kg-thumbnail=\"https://www-internal-blog.chatwoot.com/content/images/2023/06/media-thumbnail-ember293.jpg\" data-kg-custom-thumbnail>\n            \u003Cdiv class=\"kg-video-container\">\n                \u003Cvideo src=\"https://www-internal-blog.chatwoot.com/content/media/2023/06/compose-with-ai.mp4\" poster=\"https://img.spacergif.org/v1/2356x2160/0a/spacer.png\" width=\"2356\" height=\"2160\" loop autoplay muted playsinline preload=\"metadata\" style=\"background: transparent url('https://www-internal-blog.chatwoot.com/content/images/2023/06/media-thumbnail-ember293.jpg') 50% 50% / cover no-repeat;\">\u003C/video>\n                \u003Cdiv class=\"kg-video-overlay\">\n                    \u003Cbutton class=\"kg-video-large-play-icon\" aria-label=\"Play video\">\n                        \u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\n                            \u003Cpath d=\"M23.14 10.608 2.253.164A1.559 1.559 0 0 0 0 1.557v20.887a1.558 1.558 0 0 0 2.253 1.392L23.14 13.393a1.557 1.557 0 0 0 0-2.785Z\"/>\n                        \u003C/svg>\n                    \u003C/button>\n                \u003C/div>\n                \u003Cdiv class=\"kg-video-player-container kg-video-hide\">\n                    \u003Cdiv class=\"kg-video-player\">\n                        \u003Cbutton class=\"kg-video-play-icon\" aria-label=\"Play video\">\n                            \u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\n                                \u003Cpath d=\"M23.14 10.608 2.253.164A1.559 1.559 0 0 0 0 1.557v20.887a1.558 1.558 0 0 0 2.253 1.392L23.14 13.393a1.557 1.557 0 0 0 0-2.785Z\"/>\n                            \u003C/svg>\n                        \u003C/button>\n                        \u003Cbutton class=\"kg-video-pause-icon kg-video-hide\" aria-label=\"Pause video\">\n                            \u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\n                                \u003Crect x=\"3\" y=\"1\" width=\"7\" height=\"22\" rx=\"1.5\" ry=\"1.5\"/>\n                                \u003Crect x=\"14\" y=\"1\" width=\"7\" height=\"22\" rx=\"1.5\" ry=\"1.5\"/>\n                            \u003C/svg>\n                        \u003C/button>\n                        \u003Cspan class=\"kg-video-current-time\">0:00\u003C/span>\n                        \u003Cdiv class=\"kg-video-time\">\n                            /\u003Cspan class=\"kg-video-duration\">0:09\u003C/span>\n                        \u003C/div>\n                        \u003Cinput type=\"range\" class=\"kg-video-seek-slider\" max=\"100\" value=\"0\">\n                        \u003Cbutton class=\"kg-video-playback-rate\" aria-label=\"Adjust playback speed\">1×\u003C/button>\n                        \u003Cbutton class=\"kg-video-unmute-icon\" aria-label=\"Unmute\">\n                            \u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\n                                \u003Cpath d=\"M15.189 2.021a9.728 9.728 0 0 0-7.924 4.85.249.249 0 0 1-.221.133H5.25a3 3 0 0 0-3 3v2a3 3 0 0 0 3 3h1.794a.249.249 0 0 1 .221.133 9.73 9.73 0 0 0 7.924 4.85h.06a1 1 0 0 0 1-1V3.02a1 1 0 0 0-1.06-.998Z\"/>\n                            \u003C/svg>\n                        \u003C/button>\n                        \u003Cbutton class=\"kg-video-mute-icon kg-video-hide\" aria-label=\"Mute\">\n                            \u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\n                                \u003Cpath d=\"M16.177 4.3a.248.248 0 0 0 .073-.176v-1.1a1 1 0 0 0-1.061-1 9.728 9.728 0 0 0-7.924 4.85.249.249 0 0 1-.221.133H5.25a3 3 0 0 0-3 3v2a3 3 0 0 0 3 3h.114a.251.251 0 0 0 .177-.073ZM23.707 1.706A1 1 0 0 0 22.293.292l-22 22a1 1 0 0 0 0 1.414l.009.009a1 1 0 0 0 1.405-.009l6.63-6.631A.251.251 0 0 1 8.515 17a.245.245 0 0 1 .177.075 10.081 10.081 0 0 0 6.5 2.92 1 1 0 0 0 1.061-1V9.266a.247.247 0 0 1 .073-.176Z\"/>\n                            \u003C/svg>\n                        \u003C/button>\n                        \u003Cinput type=\"range\" class=\"kg-video-volume-slider\" max=\"100\" value=\"100\">\n                    \u003C/div>\n                \u003C/div>\n            \u003C/div>\n            \n        \u003C/figure>\u003Cp>Once the message is generated, you can edit it if needed and hit \u003Cem>Send\u003C/em>.\u003C/p>\u003Cp>We are actively working on \u003Ca href=\"https://github.com/chatwoot/chatwoot/pull/7162?ref=www-internal-blog.chatwoot.com\">expanding the feature\u003C/a> to offer more relevant replies. The more matured versions of this feature will be able to learn about a business from its documentation and hence increase the scope of its answers. It will also give more specific and personalized responses based on its learnings from the user’s conversation history and behavior.\u003C/p>\u003Ch2 id=\"optimize-tone-based-improvements\">Optimize: tone-based improvements\u003C/h2>\u003Cp>We are familiar with the feeling of having ten things on our mind, including responding to a conversation. We may know the answer to a customer's query, finding the perfect words and tone can be a challenge. And when we have to do this multiple times a day, it is quite difficult to always personalize a perfect response for every customer. But that's why ChatGPT is here.\u003C/p>\u003Cp>ChatGPT is pretty awesome at optimizing existing content. And let us face it, customers are sensitive beings. A well articulated message can:\u003C/p>\u003Cul>\u003Cli>Pacify an angry customer\u003C/li>\u003Cli>Help a customer better understand features, leading to increased retention\u003C/li>\u003Cli>Improve your chances of making a sale by using persuasive language\u003C/li>\u003C/ul>\u003Cp>...and much more.\u003C/p>\u003Cp>This also comes in handy for agents who are new to an organization or are not familiar with the preferred tone of communication.\u003C/p>\u003Cp>So we created the “Improve with AI” feature that sits right in your message compose area, like a watch dog. Every time you are done writing a message, click the “Improve with AI” button, select the tone and watch the magic unfold.\u003C/p>\u003Cfigure class=\"kg-card kg-video-card kg-width-regular\" data-kg-thumbnail=\"https://www-internal-blog.chatwoot.com/content/images/2023/06/media-thumbnail-ember304.jpg\" data-kg-custom-thumbnail>\n            \u003Cdiv class=\"kg-video-container\">\n                \u003Cvideo src=\"https://www-internal-blog.chatwoot.com/content/media/2023/06/improve-with-ai.mp4\" poster=\"https://img.spacergif.org/v1/2680x1080/0a/spacer.png\" width=\"2680\" height=\"1080\" loop autoplay muted playsinline preload=\"metadata\" style=\"background: transparent url('https://www-internal-blog.chatwoot.com/content/images/2023/06/media-thumbnail-ember304.jpg') 50% 50% / cover no-repeat;\">\u003C/video>\n                \u003Cdiv class=\"kg-video-overlay\">\n                    \u003Cbutton class=\"kg-video-large-play-icon\" aria-label=\"Play video\">\n                        \u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\n                            \u003Cpath d=\"M23.14 10.608 2.253.164A1.559 1.559 0 0 0 0 1.557v20.887a1.558 1.558 0 0 0 2.253 1.392L23.14 13.393a1.557 1.557 0 0 0 0-2.785Z\"/>\n                        \u003C/svg>\n                    \u003C/button>\n                \u003C/div>\n                \u003Cdiv class=\"kg-video-player-container kg-video-hide\">\n                    \u003Cdiv class=\"kg-video-player\">\n                        \u003Cbutton class=\"kg-video-play-icon\" aria-label=\"Play video\">\n                            \u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\n                                \u003Cpath d=\"M23.14 10.608 2.253.164A1.559 1.559 0 0 0 0 1.557v20.887a1.558 1.558 0 0 0 2.253 1.392L23.14 13.393a1.557 1.557 0 0 0 0-2.785Z\"/>\n                            \u003C/svg>\n                        \u003C/button>\n                        \u003Cbutton class=\"kg-video-pause-icon kg-video-hide\" aria-label=\"Pause video\">\n                            \u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\n                                \u003Crect x=\"3\" y=\"1\" width=\"7\" height=\"22\" rx=\"1.5\" ry=\"1.5\"/>\n                                \u003Crect x=\"14\" y=\"1\" width=\"7\" height=\"22\" rx=\"1.5\" ry=\"1.5\"/>\n                            \u003C/svg>\n                        \u003C/button>\n                        \u003Cspan class=\"kg-video-current-time\">0:00\u003C/span>\n                        \u003Cdiv class=\"kg-video-time\">\n                            /\u003Cspan class=\"kg-video-duration\">0:21\u003C/span>\n                        \u003C/div>\n                        \u003Cinput type=\"range\" class=\"kg-video-seek-slider\" max=\"100\" value=\"0\">\n                        \u003Cbutton class=\"kg-video-playback-rate\" aria-label=\"Adjust playback speed\">1×\u003C/button>\n                        \u003Cbutton class=\"kg-video-unmute-icon\" aria-label=\"Unmute\">\n                            \u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\n                                \u003Cpath d=\"M15.189 2.021a9.728 9.728 0 0 0-7.924 4.85.249.249 0 0 1-.221.133H5.25a3 3 0 0 0-3 3v2a3 3 0 0 0 3 3h1.794a.249.249 0 0 1 .221.133 9.73 9.73 0 0 0 7.924 4.85h.06a1 1 0 0 0 1-1V3.02a1 1 0 0 0-1.06-.998Z\"/>\n                            \u003C/svg>\n                        \u003C/button>\n                        \u003Cbutton class=\"kg-video-mute-icon kg-video-hide\" aria-label=\"Mute\">\n                            \u003Csvg xmlns=\"http://www.w3.org/2000/svg\" viewbox=\"0 0 24 24\">\n                                \u003Cpath d=\"M16.177 4.3a.248.248 0 0 0 .073-.176v-1.1a1 1 0 0 0-1.061-1 9.728 9.728 0 0 0-7.924 4.85.249.249 0 0 1-.221.133H5.25a3 3 0 0 0-3 3v2a3 3 0 0 0 3 3h.114a.251.251 0 0 0 .177-.073ZM23.707 1.706A1 1 0 0 0 22.293.292l-22 22a1 1 0 0 0 0 1.414l.009.009a1 1 0 0 0 1.405-.009l6.63-6.631A.251.251 0 0 1 8.515 17a.245.245 0 0 1 .177.075 10.081 10.081 0 0 0 6.5 2.92 1 1 0 0 0 1.061-1V9.266a.247.247 0 0 1 .073-.176Z\"/>\n                            \u003C/svg>\n                        \u003C/button>\n                        \u003Cinput type=\"range\" class=\"kg-video-volume-slider\" max=\"100\" value=\"100\">\n                    \u003C/div>\n                \u003C/div>\n            \u003C/div>\n            \n        \u003C/figure>\u003Ch2 id=\"summarize-conversation-briefs-in-a-click\">Summarize: conversation briefs in a click\u003C/h2>\u003Cp>Usually, note-worthy points are discussed in conversations with customers. It is always helpful to outline these points and provide valuable insights to the team. Be it Sales, product, marketing – every team benefits from these insights.\u003C/p>\u003Cp>This can also be particularly useful for managers who need to stay up-to-date on customer interactions, but don't have time to read through every conversation. The summary can provide a quick overview of the conversation, highlighting the key points and allowing managers to quickly identify any issues that need to be addressed.\u003C/p>\u003Cp>So, we created the “Summary with AI” feature to help generate quick summaries.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/06/conversation-summary-with-AI-2-1--1-.png\" class=\"kg-image\" alt loading=\"lazy\" width=\"2000\" height=\"1360\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/06/conversation-summary-with-AI-2-1--1-.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/06/conversation-summary-with-AI-2-1--1-.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/06/conversation-summary-with-AI-2-1--1-.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2023/06/conversation-summary-with-AI-2-1--1-.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch2 id=\"what-are-our-plans-for-the-ai-in-chatwoot\">What are our plans for the AI in Chatwoot? \u003C/h2>\u003Cp>We are focused on making our AI systems smarter and more intuitive. Our goal is to optimize it to be more dependable and efficient, while staying cost-efficient and easily adaptable to different needs.\u003C/p>\u003Cp>We are currently exploring how we can \u003Ca href=\"https://github.com/chatwoot/chatwoot/issues/6436?ref=www-internal-blog.chatwoot.com#issuecomment-1458183584\">bring AI into different features of Chatwoot\u003C/a>.\u003C/p>\u003Cp>Right now, we use OpenAI's models to generate responses, but we're open to exploring other models if there's enough demand from you all.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/06/message-from-cto-on-AI-in-chatwoot.png\" class=\"kg-image\" alt loading=\"lazy\" width=\"2000\" height=\"735\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/06/message-from-cto-on-AI-in-chatwoot.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/06/message-from-cto-on-AI-in-chatwoot.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/06/message-from-cto-on-AI-in-chatwoot.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2023/06/message-from-cto-on-AI-in-chatwoot.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch3 id=\"what-to-expect-in-the-upcoming-versions-of-the-ai-features\">What to expect in the upcoming versions of the AI features?\u003C/h3>\u003Cp>We're focusing on two \u003Ca href=\"https://github.com/chatwoot/chatwoot/pull/7162?ref=www-internal-blog.chatwoot.com\">areas\u003C/a> – the knowledge base and agent bots, with the goal of improving the overall experience on three crucial fronts:\u003C/p>\u003Col>\u003Cli>For support agents, we are working on improving the article writing experience, making it more efficient and faster. \u003C/li>\u003Cli>For customers, we are enhancing the article search functionality, ensuring that information can be found swiftly and effortlessly. This will help your customers quickly access the relevant help articles they need.\u003C/li>\u003Cli>For both customers and agents, we are developing tailored article recommendations. These recommendations will be helpful in addressing individual queries and resolve issues much faster.\u003C/li>\u003C/ol>\u003Cp>If you'd like to stay in loop with the updates, join the discussions on \u003Ca href=\"https://github.com/orgs/chatwoot/discussions?ref=www-internal-blog.chatwoot.com\">GitHub\u003C/a> and \u003Ca href=\"https://discord.gg/chatwoot-647412545203994635?ref=www-internal-blog.chatwoot.com\">Discord\u003C/a>. \u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2023/06/AI-and-Chatwoot.png","2023-06-08T15:11:10.000+00:00","2024-01-22T20:35:54.000+00:00","2023-06-14T03:36:49.000+00:00","Introducing exciting AI features in Chatwoot! Welcome your conversation sidekick, which effortlessly helps you compose, optimize, & summarize. Spend more time building meaningful relationships with your customers and always providing top-notch customer service.","https://www.chatwoot.com/blog/ai-in-chatwoot",[141,142],{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},{"id":6,"name":7,"slug":5,"description":8,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":11,"meta_description":12,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":13,"accent_color":9,"url":14},[144],{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},"https://www-internal-blog.chatwoot.com/ai-in-chatwoot/",4,"Introducing fascinating AI features in Chatwoot! Welcome your conversation sidekick, effortlessly helping you compose, optimize, and summarize.","Illustration showing AI and agent working together",{"id":152,"uuid":153,"title":154,"slug":155,"html":156,"comment_id":152,"feature_image":157,"featured":23,"visibility":10,"created_at":158,"updated_at":159,"published_at":160,"custom_excerpt":161,"codeinjection_head":9,"codeinjection_foot":9,"custom_template":9,"canonical_url":162,"tags":163,"authors":166,"primary_author":168,"primary_tag":169,"url":170,"excerpt":161,"reading_time":148,"access":55,"comments":23,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":171,"meta_description":172,"email_subject":9,"frontmatter":9,"feature_image_alt":173,"feature_image_caption":9},"64675772730b190d1c2d9f90","625aea7b-31f0-45f9-a209-720ec99e2d64","How Tegrus uses Dashboard Apps to triple its sales","sales-processes-with-dashboard-apps","\u003Cp>\u003Ca href=\"https://www.chatwoot.com/blog/dashboard-apps?ref=www-internal-blog.chatwoot.com\">Dashboard Apps\u003C/a> is one of our most versatile features. The possibilities of utilizing it for various use cases are endless. With this feature, you can embed an app, hosted on a different URL, within the Chatwoot dashboard. When embedded, such an app becomes readily available for the agent to use while talking with customers. Some common ways in which our customers use dashboard apps include CRMs, orders library, payment history, etc.\u003C/p>\u003Cp>We recently came across an excellent dashboard app, created by one of our customers, \u003Ca href=\"https://tegrus.com.br/?ref=www-internal-blog.chatwoot.com\">Tegrus\u003C/a>. Tegru is a complete growth management platform for businesses. They created a dashboard app '\u003Cstrong>Tfy\u003C/strong>' for its clients. Tfy displays complete lead information. It is used by Tegrus' clients to also improve sales.\u003C/p>\u003Cp>Using Tfy, Tegrus has been able to achieve a \u003Cstrong>300%\u003C/strong> increase in lead \u003Cstrong>conversion rates\u003C/strong> for a client of theirs, amongst many success stories. What those are and how did they do it? Let's see.\u003C/p>\u003Ch2 id=\"problems-faced-by-tegrus-and-its-clients\">Problems faced by Tegrus and its clients\u003C/h2>\u003Cp>Before implementing Tfy, Tegrus and its clients faced two major issues, as described below.\u003C/p>\u003Ch3 id=\"1lead-response-time\">1.Lead response time\u003C/h3>\u003Cp>Many researches have shown that the time\u003Cstrong> \u003C/strong>it takes for the seller to respond to a customer or initiate the first contact with them directly affects the chance of closing a deal. Tegrus observed that the longer a salesperson took to get in touch with a lead, the lower got the chances of qualifying a lead.\u003C/p>\u003Cp>It was found that if the company can get a seller on standby, who can \u003Cstrong>respond in one minute\u003C/strong>, the conversion rate is \u003Cstrong>391%\u003C/strong>. If it happens in two minutes, the rate drops to \u003Cstrong>160%\u003C/strong>.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/06/responsive-time-1.png\" class=\"kg-image\" alt=\"Graph showing the relation between lead response time and conversion rate\" loading=\"lazy\" width=\"2000\" height=\"1346\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/06/responsive-time-1.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/06/responsive-time-1.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/06/responsive-time-1.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2023/06/responsive-time-1.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Ca href=\"https://8dpro.com/blog/automacao-para-whatsapp/?ref=www-internal-blog.chatwoot.com\">\u003Cem>Source\u003C/em>\u003C/a>\u003C/p>\u003Ch3 id=\"2-managing-a-lead-on-multiple-screens\">2. Managing a lead on multiple screens\u003C/h3>\u003Cfigure class=\"kg-card kg-image-card kg-width-full\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/06/jhony-quote.png\" class=\"kg-image\" alt=\"Problem explained by Jhony from Tegrus\" loading=\"lazy\" width=\"1876\" height=\"550\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/06/jhony-quote.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/06/jhony-quote.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/06/jhony-quote.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2023/06/jhony-quote.png 1876w\">\u003C/figure>\u003Cp>The need to switch multiple tabs over and over again not only caused a lowered efficiency but also sometimes gave conflicts in information.\u003C/p>\u003Ch2 id=\"solution-a-triple-integration\">Solution: a triple integration\u003C/h2>\u003Cp>Addressing the challenges faced by their customers, Tegrus devised a process. It starts as soon as a lead qualifies in the CRM system they use, \u003Ca href=\"https://www.pipefy.com/?ref=www-internal-blog.chatwoot.com\">Pipefy\u003C/a>. Within a mere ten seconds, an automatic WhatsApp message is sent to the lead, ensuring swift and timely communication.\u003C/p>\u003Cp>To further enhance the integration, Pipefy seamlessly connects with Tfy, the dashboard app within Chatwoot. This integration ensures that Tfy is instantly updated with all the relevant lead information. When the lead responds to the WhatsApp message, a conversation is automatically created in Chatwoot, associating the contact's phone number with the lead in Pipefy.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/05/Triple-integration-2.png\" class=\"kg-image\" alt=\"Process devised by Tegrus\" loading=\"lazy\" width=\"1838\" height=\"691\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/05/Triple-integration-2.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/05/Triple-integration-2.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/05/Triple-integration-2.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2023/05/Triple-integration-2.png 1838w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Cbr>This thoughtful process eliminates any delays or missed opportunities in engaging with qualified leads. The synergy between Pipefy, Tfy, and Chatwoot, helps Tegrus centralize lead management for its client-businesses. \u003C/p>\u003Ch2 id=\"achieving-agility-with-tfy-the-dashboard-app\">Achieving agility with Tfy: the dashboard app\u003C/h2>\u003Cp>The Tfy application allows a complete view of all information about the customer's registration data: personal data, team's communication history with them, and more, all in a single place. Information about interest and consumption profiles are shared between the Sales and Marketing teams.\u003C/p>\u003Cp>As a CRM platform embedded within Chatwoot, Tfy simplifies communication with leads. It communicates with Pipefy and efficiently automates the commercial process. Tegrus' clients achieved agility in business processes that were previously manual. This directly solves the two named challenges by reducing lead response times and avoiding browsing of multiple tabs. \u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/06/tfy-dashboard-app.png\" class=\"kg-image\" alt=\"Tfy dashboard app created by Tegrus\" loading=\"lazy\" width=\"2000\" height=\"929\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/06/tfy-dashboard-app.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/06/tfy-dashboard-app.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/06/tfy-dashboard-app.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2023/06/tfy-dashboard-app.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>To further enhance the user experience, Tegrus also approximated the UI of Tfy to match Chatwoot's design language.\u003C/p>\u003Ch2 id=\"results\">Results\u003C/h2>\u003Cp>Tegrus saw a \u003Cstrong>300%\u003C/strong> increase in lead \u003Cstrong>conversion rates\u003C/strong> for one of their clients. The rest of the numbers speak for themselves:\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/05/Results-from-Tfy.png\" class=\"kg-image\" alt=\"Results achieved by Tegrus\" loading=\"lazy\" width=\"2000\" height=\"625\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/05/Results-from-Tfy.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/05/Results-from-Tfy.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/05/Results-from-Tfy.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2023/05/Results-from-Tfy.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Ever since implementing this process, the team at Tegrus has been able to:\u003C/p>\u003Cul>\u003Cli>Scale their operations.\u003C/li>\u003Cli>Reduce Sales cycle times.\u003C/li>\u003Cli>Optimize for opportunity response time.\u003C/li>\u003Cli>Manage qualified leads better.\u003C/li>\u003Cli>Reduce human effort in managerial tasks and focus on creating customer relationships.\u003C/li>\u003Cli>Share information\u003Cstrong> \u003C/strong>more easily.\u003C/li>\u003Cli>Manage leads and conversations only through Chatwoot, gaining agility in commercial service.\u003C/li>\u003C/ul>\u003Cp>Tegrus has successfully enhanced lead engagement and communication between businesses and their prospects. The seamless integration between Pipefy, Tfy, and Chatwoot ensures that leads are promptly reached through WhatsApp, resulting in a higher likelihood of initiating conversations. The team saw a significant improvement in the number of conversations in a period of three months:\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2023/06/report-chatwoot.png\" class=\"kg-image\" alt=\"number of conversations in a period of three months\" loading=\"lazy\" width=\"2000\" height=\"737\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2023/06/report-chatwoot.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2023/06/report-chatwoot.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2023/06/report-chatwoot.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2023/06/report-chatwoot.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch2 id=\"parting-words\">Parting words...\u003C/h2>\u003Cp>We love seeing our clients succeed, and would love to know your story. If you have a story to share, hit us up at \u003Ccode>marketing@chatwoot.com\u003C/code>.\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2023/06/dashboard-apps.webp","2023-05-19T11:03:14.000+00:00","2023-06-02T10:41:24.000+00:00","2023-06-02T10:37:18.000+00:00","The Dashboard Apps feature lets you embed your app into the Chatwoot dashboard. This way, it becomes readily available to use. But what if it could be used to bring in more sales? Tegrus cracked the code.","https://www.chatwoot.com/blog/sales-processes-with-dashboard-apps",[164,165],{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},{"id":6,"name":7,"slug":5,"description":8,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":11,"meta_description":12,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":13,"accent_color":9,"url":14},[167],{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},"https://www-internal-blog.chatwoot.com/sales-processes-with-dashboard-apps/","How Tegrus uses Dashboard Apps to triple its sales: Chatwoot","The Dashboard Apps feature lets you embed your app into the Chatwoot dashboard. But what if it could be used to bring in more sales?","Dashboard apps for sales",{"id":175,"uuid":176,"title":177,"slug":178,"html":179,"comment_id":175,"feature_image":180,"featured":23,"visibility":10,"created_at":181,"updated_at":182,"published_at":183,"custom_excerpt":184,"codeinjection_head":9,"codeinjection_foot":9,"custom_template":9,"canonical_url":185,"tags":186,"authors":189,"primary_author":196,"primary_tag":197,"url":198,"excerpt":184,"reading_time":76,"access":55,"comments":23,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":199,"meta_description":184,"email_subject":9,"frontmatter":9,"feature_image_alt":9,"feature_image_caption":9},"62ff7a0a730b190d1c2d7e96","8c6eeb34-03b1-4dca-9069-a527658f6b7c","Dashboard Apps: View user info from other URLs on your Chatwoot Dashboard!","dashboard-apps","\u003Cp>\u003Cbr>\u003C/p>\u003Cp>As a customer support executive, good time management will always help you to handle customer issues smoothly. At the same time, you also need context about your user to help with fast resolutions. \u003C/p>\u003Cp>If you use more than one app and tool where your customer data is scattered, you may have to switch between tabs more than you’d like to.\u003C/p>\u003Cp>This can cause your efficiency to lower.\u003C/p>\u003Ch2 id=\"how-we-are-helping-prevent-this-tab-switching\">How we are helping prevent this \u003Cem>tab-switching\u003C/em>\u003C/h2>\u003Cp>\u003C/p>\u003Cp>If you are hosting any kind of user data, say your customer orders tracking screen, on a separate URL, you can view that page directly on your Chatwoot dashboard.\u003C/p>\u003Cp>This is possible with Dashboard Apps – our new feature. \u003C/p>\u003Cp>\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/09/dashboard-apps.gif\" class=\"kg-image\" alt=\"dashboard apps on Chatwoot\" loading=\"lazy\" width=\"1872\" height=\"1169\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/09/dashboard-apps.gif 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2022/09/dashboard-apps.gif 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2022/09/dashboard-apps.gif 1600w, https://www-internal-blog.chatwoot.com/content/images/2022/09/dashboard-apps.gif 1872w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003C/p>\u003Cp>As a result, you’ll be able to benefit from the following:\u003C/p>\u003Cp>☑️ Faster resolutions\u003C/p>\u003Cp>☑️ Happier you and your customers\u003C/p>\u003Cp>☑️ Data-driven approach\u003C/p>\u003Cp>\u003Cstrong>\u003Ca href=\"https://www.chatwoot.com/docs/product/others/dashboard-apps/?ref=www-internal-blog.chatwoot.com\">Here are all the technical details\u003C/a> for configuring your own Dashboard Apps.\u003C/strong>\u003C/p>\u003Cp>P.S. \u003Ca href=\"https://www.chatwoot.com/blog/pre-chat-form-automations/?ref=www-internal-blog.chatwoot.com\">Here is something else\u003C/a> that helps with getting user context faster and makes your workflows even faster.\u003C/p>\u003Ch2 id=\"so-how-you-can-use-this\">So, how you can use this?\u003C/h2>\u003Cp>\u003C/p>\u003Cp>Let’s talk about John, a customer service rep working with Twiggy, a food delivery app.\u003C/p>\u003Cp>John has received a ticket regarding a customer query. The customer wants to know the status of their order delivery and complains that he is not able to contact the delivery outlet. After John has received the ticket, he has to go to the customer support chat screen. Then, has to find the customer’s details in his database by using the customer’s email.\u003C/p>\u003Cp>If he requires more details, he has to go back and forth between the app and the ticket raised. And if the query doesn’t get resolved at once, he has to repeat the entire process of toggling between multiple tabs and websites.\u003C/p>\u003Cp>He also has to deal with multiple customers in a day. But, if he has to spend so much time on solving one ticket then it is inconvenient and time-consuming for him and the \u003Ca href=\"https://www.chatwoot.com/blog/customer-service-tips/?ref=www-internal-blog.chatwoot.com\">customers\u003C/a>.\u003C/p>\u003Cp>Now, if he has the Dashboard Apps embedded in his chat screen, he can save time.\u003C/p>\u003Cp>When a customer raises a query and a ticket is generated, he can just enter the customer's details only once in the dashboard app. After that, all the required information and purchase history will appear right in front of him!\u003C/p>\u003Cp>He no longer has to go back and forth between multiple screens. He can solve the customer's issues on the live chat itself without having to refer to multiple URLs on different tabs.\u003C/p>\u003Ch3 id=\"heres-another-example\">Here's another example\u003C/h3>\u003Cp>\u003C/p>\u003Cp>Take another example of an ed-tech org. They receive multiple calls, queries, and emails from students and parents every day.\u003C/p>\u003Cp>The queries sometimes increase during times of competitive exams. It is necessary to resolve those queries on time, especially during those last hours of exams.\u003C/p>\u003Cp>However, if they have to constantly keep switching between their tabs, sometimes resolving queries might get delayed. Such delays during the exam season can be frustrating for the customers.\u003C/p>\u003Cp>With Dashboard Apps, they could have all the information and customer history on a single screen. It also helps them to solve queries much more efficiently. They don't have to ask multiple questions to their customers and refer to multiple URLs.\u003C/p>\u003Cp>Related read: \u003Ca href=\"https://www.chatwoot.com/blog/examples-customer-service-experience/?ref=www-internal-blog.chatwoot.com\">15 examples of companies that took customer service experience to next level [+ bonus tips]\u003C/a>\u003C/p>\u003Ch2 id=\"why-we-love-dashboard-apps\">Why we love Dashboard Apps\u003C/h2>\u003Cp>\u003C/p>\u003Cp>There are multiple reasons: \u003C/p>\u003Cp>🛷 It helps make your workflows easier.\u003C/p>\u003Cp>🧘‍♂️ The ability to display all the information on one dashboard can improve your efficiency.\u003C/p>\u003Cp>❌ Not having to toggle between multiple sites reduces the chances of errors.\u003C/p>\u003Cp>🎨 You can fully customize your experience by keeping your most valuable and practical set of information accessible on your dashboard.\u003C/p>\u003Cp>\u003C/p>\u003Cp>We hope you find this feature useful. Let us know your suggestions and feedback.\u003C/p>\u003Cp>We also demonstrate new features almost every month at \u003Ca href=\"https://www.chatwoot.com/chatwoot-connect/?ref=www-internal-blog.chatwoot.com\">Chatwoot Connect\u003C/a>. See ya again! ✌\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2022/08/Dashboard-apps.jpeg","2022-08-19T11:54:50.000+00:00","2022-09-20T08:53:10.000+00:00","2022-08-19T12:15:47.000+00:00","We tried to bring all of your users' info to your Chatwoot dashboard. Result: Our newest feature, Dashboard Apps. Read on to learn more about it.","https://www.chatwoot.com/blog/dashboard-apps",[187,188],{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},{"id":6,"name":7,"slug":5,"description":8,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":11,"meta_description":12,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":13,"accent_color":9,"url":14},[190],{"id":191,"name":192,"slug":193,"profile_image":194,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":195},"62c67747730b190d1c2d765a","Ishita Bagchi","ishita","https://www.gravatar.com/avatar/7d14b03ca23f22df87a3e5209022d0fa?s=250&r=x&d=mp","https://www-internal-blog.chatwoot.com/author/ishita/",{"id":191,"name":192,"slug":193,"profile_image":194,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":195},{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},"https://www-internal-blog.chatwoot.com/dashboard-apps/","Dashboard Apps: User info from other URLs on Chatwoot Dashboard!",{"id":201,"uuid":202,"title":203,"slug":204,"html":205,"comment_id":201,"feature_image":206,"featured":23,"visibility":10,"created_at":207,"updated_at":208,"published_at":209,"custom_excerpt":210,"codeinjection_head":9,"codeinjection_foot":9,"custom_template":9,"canonical_url":9,"tags":211,"authors":214,"primary_author":216,"primary_tag":217,"url":218,"excerpt":210,"reading_time":219,"access":55,"comments":23,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":203,"twitter_description":220,"meta_title":221,"meta_description":220,"email_subject":9,"frontmatter":9,"feature_image_alt":9,"feature_image_caption":9},"62861be84b8f26503f72dfc4","add02116-b064-4625-87fc-cf08317430d0","Pre chat form + Automations = 🚀","pre-chat-form-automations","\u003Cp>When you already have context on the problem you're dealing with, you can solve it quicker and better. Live chat support agents understand this very well. But if you are forced to ask the same questions again and again — May I please have your registered email address?, how can I help you today? let me transfer your chat to the relevant team. — the inefficiency increases for everyone.\u003C/p>\u003Cp>The good news: you can avoid these questions by collecting information about your customers as soon as they enter your live chat window, with the help of our pre-chat forms. You can also set up specific rules to determine who to assign these conversations to, what labels to add, or what else to do with such conversations. This creates a suitable workflow for your team, sparing them a lot of time.\u003C/p>\u003Cp>Here’s how it works. ⬇️\u003C/p>\u003Ch2 id=\"step-i-collect-user-info-with-pre-chat-forms\">Step I. Collect user info with pre-chat forms\u003C/h2>\u003Cp>A pre-chat form is something your visitors fill out before entering into a live chat with you.\u003C/p>\u003Cp>Here’s an example of how it looks:\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/05/ezgif-2-9deec18cd4.gif\" class=\"kg-image\" alt loading=\"lazy\" width=\"600\" height=\"964\">\u003C/figure>\u003Ch3 id=\"why-are-pre-chat-forms-helpful\">Why are pre-chat forms helpful?\u003C/h3>\u003Cp>Every business and industry can make use of pre-chat forms. However, there are certain common benefits of this:\u003C/p>\u003Cul>\u003Cli>A better first point of contact for the customers\u003C/li>\u003Cli>More meaningful interaction between the customer and agent\u003C/li>\u003Cli>Better cross-team collaboration and efficient customer service process\u003C/li>\u003Cli>Decreased conversation resolution time\u003C/li>\u003Cli>Reduced agent workload\u003C/li>\u003Cli>More satisfied customers\u003C/li>\u003Cli>Happier customer support agents 😁\u003C/li>\u003C/ul>\u003Cp>\u003Cstrong>\u003Cem>Recommended\u003C/em>: \u003Ca href=\"https://www.chatwoot.com/docs/user-guide/features/pre-chat-form?ref=www-internal-blog.chatwoot.com\">Step-by-step guide to enabling pre-chat forms in Chatwoot.\u003C/a>\u003C/strong>\u003C/p>\u003Ch2 id=\"step-ii-add-automation-rules-for-simpler-workflows\">Step II. Add Automation Rules for simpler workflows\u003C/h2>\u003Cp>After you've received information through your pre-chat form, you can automatically assign customers to specific teams, trigger specific responses, add labels, mute conversations and much more.\u003C/p>\u003Cp>Just add Automation rules from the \u003Cem>Settings\u003C/em> tab on your Chatwoot dashboard.\u003C/p>\u003Cp>Here is an example where a conversation is automatically assigned to the France Sales team whenever a conversation is created and the Browser language is detected as French:\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/05/live-chat-automation.jpeg\" class=\"kg-image\" alt loading=\"lazy\" width=\"2000\" height=\"1244\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/05/live-chat-automation.jpeg 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2022/05/live-chat-automation.jpeg 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2022/05/live-chat-automation.jpeg 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2022/05/live-chat-automation.jpeg 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Cstrong>P.S.  \u003Ca href=\"https://www.chatwoot.com/docs/user-guide/features/automations?ref=www-internal-blog.chatwoot.com\">Here is a detailed guide on using Automations in Chatwoot.\u003C/a>\u003C/strong>\u003C/p>\u003Ch3 id=\"power-play-with-automations\">Power Play with Automations\u003C/h3>\u003Cp>Pre-chat forms together with Automation rules can do wonders for your Customer Support workflows. You can set up multiple rules to delight your users as well as save your team’s time.\u003C/p>\u003Cp>Let’s say you run an e-commerce store. You can enable a pre-chat form for your live chat widget with fields like:\u003C/p>\u003Cul>\u003Cli>Name [\u003Cem>text type\u003C/em>]\u003C/li>\u003Cli>Email ID [\u003Cem>email type\u003C/em>]\u003C/li>\u003Cli>Type of issue [\u003Cem>list to choose from: tracking, payment, cancellation, etc\u003C/em>]\u003C/li>\u003Cli>Issue description [\u003Cem>message]\u003C/em>\u003C/li>\u003C/ul>\u003Cp>To club with, you can make an Automation Rule. So, whenever a conversation is created \u003Cem>plus\u003C/em> a message containing “payment” is incoming, it would be assigned to the finance team and a label saying “payment_issue” would be added. You can add another rule that would trigger a message saying “Someone will be with you shortly.”\u003C/p>\u003Cp>So, whenever agents open the chat, they’ll have all the relevant information at their fingertips.\u003C/p>\u003Cp>How are you going to use the Automations? Let us know in the comments.\u003C/p>\u003Cp>Related Read: \u003Cstrong>\u003Cstrong>\u003Ca href=\"https://www.chatwoot.com/blog/the-complete-guide-to-building-your-customer-experience-strategy-in-2022/?ref=www-internal-blog.chatwoot.com\">The complete guide to building your customer experience strategy in 2022\u003C/a>\u003C/strong>\u003C/strong>\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2022/05/pre-chat-form-and-automations.png","2022-05-19T10:28:56.000+00:00","2022-08-26T13:59:39.000+00:00","2022-05-19T11:09:33.000+00:00","You can now get all the information you need about a contact before they even start a conversation with you. By using pre-chat forms along with automation, you'll save time and increase productivity. ✨",[212,213],{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},{"id":6,"name":7,"slug":5,"description":8,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":11,"meta_description":12,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":13,"accent_color":9,"url":14},[215],{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":46,"name":47,"slug":48,"profile_image":49,"cover_image":9,"bio":9,"website":9,"location":9,"facebook":9,"twitter":9,"meta_title":9,"meta_description":9,"url":50},{"id":31,"name":32,"slug":32,"description":9,"feature_image":9,"visibility":10,"og_image":9,"og_title":9,"og_description":9,"twitter_image":9,"twitter_title":9,"twitter_description":9,"meta_title":9,"meta_description":9,"codeinjection_head":9,"codeinjection_foot":9,"canonical_url":9,"accent_color":9,"url":33},"https://www-internal-blog.chatwoot.com/pre-chat-form-automations/",2,"Get all the relevant info even before your customers start a chat with you. Build automation rules to manage customer engagements with Chatwoot.","Pre-chat form + Automation = 🚀 | Chatwoot",1775212113076]