Better Conversations. Happier Customers.
We’re excited to introduce a brand new way to customize and control the level and types of notifications you receive for your Reamaze conversations. Previously in Reamaze, notifications were an all or nothing arrangement for the sake of simplicity and ease of use. When a new channel was created, you either received notifications for incoming … Continue reading “New Reamaze Notifications System”
It’s time to update your Reamaze mobile app again! If you download any update, make sure it’s this one! We’ve improved the Reamaze mobile app quite a bit over the past few months including things like UI optimizations, mobile attachments, a new attachment viewer, and much more. Included in this latest update are: Better initial … Continue reading “Reamaze for iOS and Android v1.0.7”
It’s time to update your Reamaze mobile app! You can update it directly on your phone for the platform of your choice: iOS Android The latest update includes optimized performance for mobile and most importantly, attachments and a brand new mobile attachments viewer for optimal viewing pleasure. To attach, simply click on the familiar looking attachments … Continue reading “Mobile App Update – Attachments”
Reorganized Settings Menu We’ve re-organized the Reamaze settings menu to take advantage of many new features and to better communicate upcoming features. Brand Settings cards are now much simpler. The biggest change here is that “Reamaze.js Popup Appearance” portion is now living in the Embed Builder but still accessible in the advanced settings section. Embed Builder has … Continue reading “New Settings Menu, Notifications Buttons, and Online Agents”
Emoji short-name menu A few weeks ago we added a quick select emoji picker into the conversations dashboard. This week we’ve decided that it wasn’t quick enough. So here. A short-name menu that pops up whenever you use “:”. Enjoy! Long conversation transparent pagination optimization Long conversations with lots of messages used to load a bit … Continue reading “What You Might’ve Missed #14”
Reamaze’s core competency is multi-channel communications with customers. We’ve traditionally ignored traditional channels such as phone, fax, and of course, snail mail. However, some of these channels are making a comeback of sorts in the world of high-tech. Hospitals today still rely on fax for secure delivery of crucial patient documents. The IRS still relies … Continue reading “Snail Mail Integration for Reamaze (U.S. Only)”
After extensive testing and A/B testing, we’ve finally decided to launch the newest updates to the Reamaze Shoutbox. Included in this update are prompt stylings and new sounds to engage customers as they’re browsing your site or app. This update is designed to further optimize customer engagement either in-app or on-site by focusing their attention … Continue reading “Reamaze Shoutbox’s New Prompt and Sound”
Email Specific Text Customization Previously, you had to use a custom email template in order to customize the text displayed below. You can now customize everything inside the much beloved “Text Customization” feature under your brand settings without having to use a custom template! Stacked Notifications for Reamaze Shoutbox Reamaze Shoutbox now supports multiple stacked … Continue reading “What You Might’ve Missed #13”
You can now easily navigate through all of your live chat conversations without leaving the main chats dashboard! This first phrase breaks out your active chats in chronological order in terms of latest activity and also the unserved chat requests currently in queue. You can still quickly access the most recently updated chats on the right … Continue reading “Live Chat Navigation Update”
The Reamaze Shoutbox and Lightbox have just been updated with brand new clothes and functionality. This update sets up all of Reamaze’s embeds for exciting new features in the future and is highly optimized for better customer engagement. If you’re a developer and prefer more direct access to Reamaze’s Embed 2.0 features, click through to … Continue reading “Embed 2.0”
New Workflow Commands We’ve added a command into Workflows so you can automatically forward a conversation to a 3rd party! We’ve also added another command to Workflows so you can remove an existing tag from a conversation. Caveat: you’ll need to know which tag to remove beforehand. New Autoresponder Features We now allow you to … Continue reading “What You Might’ve Missed #12”
The team has been HARD AT WORK optimizing platform performance for all Reamaze features. Our core focus was on decreasing load times and page refresh times. Most Reamaze users spend the majority of their time on different Reamaze dashboards and conversations so it made sense to squeeze as much performance out of those key junctions as … Continue reading “Reamaze Performance Optimization”
You can now “emoji” your replies! We’ve added an emoji picker to Reamaze to better help you express your moods to customers. Simply look for the smiley face icon next to “Insert KB Article” and “Insert Response Template”. We will be adding the same emoji picker to your knowledge base, response templates, and customer facing … Continue reading “Emoji Picker Now Available”
New Access Control for Roles We’ve added new access controls in Reamaze Roles and Permissions to better help you organize your team. If given the permissions, staff agents will be able to create and edit response templates and also create and edit any existing workflows. If you do not wish certain staff roles to create … Continue reading “What You Might’ve Missed #11”
Happy Monday folks! We’re super excited to announce the latest feature to join the Reamaze platform 🙂 Conversation events tracking! Event tracking is an important aspect of conversation management as it provides managers (and team members) contextual information about the lifecycle of any given conversation. Events also act as audit trails in order to minimize … Continue reading “Conversation Events Tracking”
We’ve updated the much beloved “log-in as” feature to include an ability to bounce back to your previous account with ease. After logging in as another staff agent, a yellow action bar will appear at the top remind you who you’re logged in as, with the ability to return to your account. Go ahead and … Continue reading “Newly Improved “Log-In As””
You can now update your Reamaze contacts’ email identities with a new API endpoint called “Create Identities”. Specifically, you’ll be able to use this API endpoint to manage the emails for your contacts as described here: http://blog.reamaze.com/2016/10/18/customer-email-management/. This is extremely useful is you are already using the Reamaze API to manage contacts and would like an … Continue reading “New Developer API Endpoint (Identities)”
We now support Facebook Private Message Replies on public posts and boosted posts! Traditionally in Facebook, a customer can comment on your post and you can easily send a private message. However, this feature wasn’t available on the Reamaze dashboard. Until now. Here’s an example conversation Daffy Widgets posts a comment on the page wall. … Continue reading “Facebook Private Message Replies”
Staff roles displayed on staff page You now no longer have to click into each staff member to see what role they play on your team. Their specified role is now listed under their name and email! Default channel for outbound messages Send a lot of outbound messages? Tired of always selecting the channel to send … Continue reading “What You Might’ve Missed #10”
In case you didn’t already know, Reamaze filters can be used in combination with each other. For example, you can first click on a channel and then on a sub-filter like “Unresolved” to see all unresolved conversations in that channel. You can also click on a channel first and then on a sub-filter like “Awaiting” … Continue reading “Tags Sub-Filter”
