Engati - User Guide
What's New?
Release Notes August 2023
22min
Hi team, As part of our monthly deployments, we had a release on 16th August 2023.
Following is the summary of the changes:
Description:
- Customers were able to download user details filtered on the criteria when they first started the conversation with the business
- There was no option available to download user details filtered on their last activity
- Customers can now download user details on - when they first conversed with the business and when they were last active with the business
Feature Impact:
- Customers will be able to download the data, will reduce customer ticket and manual efforts to get the data for these customer
Description:
- Adding a new option to resolve all inactive conversation in a single day
Feature Impact:
- Option to bring down inactive and assigned conversations for an agent, in turn reduce the assigned conversations for agents
Description:
- Adding a new option to resolve all inactive conversation in a single day
Feature Impact:
- Option to bring down inactive and assigned conversations for an agent, in turn reduce the assigned conversations for agents
- If this option is selected then it can improve resolution rate in a single day by 20% for medium to heavy users/agents
Description:
- A customer can send out broadcast on GBM however all the success packets such as failed, sent, read and delivered. This information was not getting captured for GBM. This effort was to add those success packets to capture this information on Broadcast for GBM.
Feature Impact:
- This helps in sharing and analyzing overall broadcast performance for a customer and for Engati internally.
Description:
- To centralize all e-commerce features, including campaign functionalities such as Abandoned Checkout, Re-order, and Product Recommendations, we have built a Feature Configurator for streamlined activation and deactivation, simply with one click.
- It is available for all the Shopify and Woocommerce customers as well as Whitelabled partners.
- All new customers and existing customers will have access to the feature configurator under Store setup settings.
Feature Impact:
- Feature Configurator centralizes the campaign features in one intuitive interface, enabling customers to manage multiple functionalities without the need for technical expertise.
- By simplifying activation and deactivation processes down to a single click, it empowers customers with flexibility, efficiency, and control over the eCommerce features.
Description:
- This feature is an enhancement to the existing Product search option in LiveChat Oneview, designed to aid agents to share products with their customers. This addition will empower agents with the ability to share products from Cross-sell & Upsell recommendations provided in Oneview based on their customers' purchase history. We also display top selling products for instances where recommendations are unavailable.
- This feature will be accessible to all new and existing Shopify customers who have enabled product recommendations configuration.
Feature Impact:
- The ability to access intelligent product recommendations aids support agents in swiftly suggesting relevant offerings, bolstering cross-sell and up-sell opportunities. This, in turn, significantly contributes to increased conversions, driving revenue growth.
Description:
- Within our platform there are impact campaigns like abandoned checkout, product feedback, recommendation which help businesses improve their conversion and retention rates.
- Uptil now we were not furnishing data insights on campaigns on Ecom platforms which are available now. We track and provide data insights such as sent messages, delivered, read, count of messages clicked.
- This is available for all Shopify & Woocommerce customers as well as Shopify White Label partners.
- Currently it is behind an entitlement and enabled for a few customers but in a couple of weeks it will be enabled for all new as well as existing customers.
Feature Impact:
- Sellers can evaluate the performance of their campaigns based on these data insights.
- By determining which campaigns resonate most with their target audience, customers can refine their messaging and tailor their approach, resulting in improved engagement and better conversion rates.
Description:
- This is an enhancement to the reorder flow in the post purchase journey. Sellers can now send out notifications with product details to reorder with a checkout link on WhatsApp.
- It is available for all the Shopify customers and Shopify Whitelabeled partners.
- All new customers and existing customers will access the new reorder flow by simply modifying the new flow in the path builder.
Feature Impact:
- By allowing sellers to send out notifications to customers containing product details and a convenient checkout link.
- The streamlined reordering process, along with personalized notifications, contributes to improved conversion rates for Shopify sellers. Users are more likely to act on notifications that offer a convenient path to purchase.
Description:
- Recognizing that customers often encounter challenges in locating the option to retarget segments, we are taking proactive steps to enhance their experience. We now prominently display the retargeting segment option upfront for customers, ensuring ease of access and a smoother workflow. This is available in the Store Customers tab.
- Furthermore, as an enhancement to Quick Navigator, this shortcut to retarget customer segments has been added to ease the steps in retargeting leading better customer experience and retention.
- This is available for all Shopify & Commerce customers and Shopify Whitelabeled partners.
Feature Impact:
- Placing the retargeting segment option prominently upfront reduces navigation complexity, allowing customers to effortlessly access this crucial functionality. As a result, customers can now swiftly and intuitively retarget specific segments, leading to increased efficiency in their marketing efforts.
