Better Conversations. Happier Customers.
Re:amaze now offers the ability to show or hide the “Bot Override” option for custom chatbots. For Re:amaze users with advanced chatbots that require a customer to stay engaged, we highly recommend unchecking this option so customers cannot skip and “Talk to a Human” at each and every step. As you can see in the screenshot … Continue reading “Option To Hide “Talk To A Human” For Custom Chatbots”
We are proud to reveal the latest update to Re:amaze Satisfaction Surveys! If you have enabled Satisfaction Surveys you are now able to choose between three template types; Smileys (default), Stars, and Descriptive. Enabling Satisfaction Surveys is a great way to collect feedback from your customers once a conversation is over, and with 3 different templates to pick … Continue reading “You Can Now Choose From 3 Different Satisfaction Survey Templates!”
We’re excited to announce a brand new update to Re:amaze Advanced Search! Available starting today, Advanced Search also now supports Multi-Channel searching. If you’ve ever encountered a conversation with a customer but can’t remember which channel that conversation took place in (Instagram, Facebook, Email, Chat, etc.), you can now search in multiple channels in one combined query. Searching channels … Continue reading “Multi-Channel Search Now Available In Advanced Search”
We’ve made a significant update to how Reminders work in Re:amaze to help reduce confusion and increase customizability. You can now add reminders to Re:amaze conversations and easily edit an existing reminder or clear/reset the reminder if it’s no longer needed. Additionally, you can make these changes to conversations in bulk. If you need to … Continue reading “Updates to Re:amaze Reminders (Now Customizable!)”
We’re excited to announce that you can now upload and embed images directly in Re:amaze FAQ articles! This feature has been highly requested and it is now available to all Re:amaze users starting today. Re:amaze FAQ articles have always supported image embedding but the images themselves had to be uploaded and hosted in 3rd party … Continue reading “Re:amaze FAQ Now Supports Image Upload and Embedding”
You can now pin important internal notes to the top of conversations! Pinned internal notes remain visible to all staff members and will scroll with you as you navigate through the thread. It’s important to note that only one internal note can be pinned at a time. If you would like to pin a different note, … Continue reading “Pin Important Internal Notes To The Top”
Tired of seeing detailed bot responses as the step title for your custom chatbots? You can now give each step a custom title to keep your custom chatbot’s flow chart clean and easy to access! In the example below, the highlighted step is displayed as the message body for the bot response. This can become … Continue reading “Step Titles For Custom Chatbots”
We’ve added a brand new personal filter to help you navigate to and find conversations that contain internal notes addressed to you! Internal notes are an important part of getting work done. When your teammates need you, the easiest thing to do is to add an internal note and address it to you. However, these … Continue reading “A New Mentioned Filter To Help You Find Internal Notes!”
You can now find an updated Chatbot Report in your Re:amaze Reports tab! The updated Chatbot Report will show you important chatbot metrics such as: How many times bots were triggered The participation rate for bots within conversations The resolution rate for bots The escalation rate for bots A new bar chart As chatbot usage … Continue reading “Updated Chatbot Report”
Knowing whether your FAQ content is helpful (or not) can be an immense help for businesses that rely on the FAQ to provide up to date guidance for customers. A helpful article can benefit from additional polish while unhelpful articles can be updated promptly to provide the value that was originally intended. Allowing your customers … Continue reading “Introducing FAQ Article Feedback Voting!”
If you have multiple Shopify stores connected to your Re:amaze account and have a customer that has shopped with more than one store, you can now view that customer’s order data within any conversation! Re:amaze now supports the ability to check for customer orders across any store within the Shopify data module. Simply look for … Continue reading “Browse Shopify Customer Orders Across Multiple Stores”
We’re excited today to announce that, in partnership with Shopify, Re:amaze is now officially recognized as an app service provider for the Plus Certified App Program! Shopify Plus is a commerce platform of choice for high-GMV and high-growth merchants who need a professional and customizable solution to scale their business. The Partner Program expands on … Continue reading “Re:amaze Now A Shopify Plus Certified App Partner!”
Great news! You can now create stylized custom chatbot messages using the new WYSIWYG editor within the Re:amaze bot builder interface. For existing custom chatbots, simply edit the bot and update any existing messages. Add stylizations such as bold, italics, hyperlinks, lists, and much more! For those of you creating new chatbot steps and messages, … Continue reading “WYSIWYG Editor For Re:amaze Custom Chatbots”
We have a quick update for inserting unpublished Shopify products in message responses as well as for creating draft orders via the Shopify integration! When inserting a Shopify product, look for the “Show Unpublished Products” checkbox in the upper left hand corner of the products modal. Check this option to bring up a list of … Continue reading “Insert Unpublished Shopify Products”
Our core mission at Re:amaze is to help eCommerce merchants of all shapes and sizes communicate with customers and deliver better engagement across their sales and support experiences. An important part of creating a customer journey that scales for success is optimizing for experiences that occur and flourish on social media platforms such as Facebook. … Continue reading “Messenger API for Instagram Now Available”
There is now an option to merge contacts with an advanced UI modal across the Contacts menu as well as within individual conversations. The merge contacts modal makes contact merging suggestions based on customer’s name and also allows you to search for a customer if it’s not suggested. A preview of the merged contact is shown and you can choose … Continue reading “Merging Contacts In Re:amaze Just Got Easier!”
We’ve updated your individual staff reports to offer more visibility into daily and hourly productivity! If your Re:amaze account plan currently supports individual staff reports, you may now access the updated reports and scrolling down further until you see “Response times by Date” and “Response time by Day/Hour” graphs. The trend graph gives you insights … Continue reading “New Graphs For Re:amaze Individual Staff Reports”
Testing your custom chatbot’s experience is now easier than ever. For custom chatbots such as Cue Bots and Workflow Bots, it may be difficult to test the experience through a customer’s perspective directly from the builder. You can now click on the “Preview” pop-out to experience what your customers will experience for the custom chatbot … Continue reading “Preview Your Custom Chatbots”
We’ve made it easier for you and your team to review customers’ satisfaction ratings and feedback comments directly inside conversations. When customers receive satisfaction surveys from your team and leave ratings and/or a feedback comments, Re:amaze will now display the specific rating and comment inside the conversation that the satisfaction survey was sent for. Your … Continue reading “See Satisfaction Ratings and Read Customer Feedback Directly In Re:amaze Conversations!”
We’ve updated the integration between Re:amaze and Slack! This latest update allows channel mapping between Re:amaze conversational channels such as email, SMS, social, etc. and your channels on Slack! These 1:1 mappings also have their own Slack Notification preferences. For reference, the previous behavior had Re:amaze Channels mapped to a single Slack Channel, with the Slack Notification preferences … Continue reading “Re:amaze and Slack Just Got Better Together!”
