Better Conversations. Happier Customers.
You can now create custom Workflows with BigCommerce-specific triggers that will allow you to target product attributes (name, SKU, UPC, etc). To review a list of BigCommerce’s support attributes, please visit the documentation here. If you need assistance crafting these types of Workflows we recommend working with your developer who is familiar with BigCommerce’s API.
You can now expand your searches in Re:amaze by using the new advanced search dropdown! How Advanced Search Works Advanced Search can be conducted when you’re on the main dashboard or within any channel filter and when the search field is empty (as shown below). If you’re in the “All Conversations” filter, you’ll be able … Continue reading “Re:amaze Advanced Search and Contextual Search”
Forwarding conversations in Re:amaze can be a very important action when you need to bring in a 3rd party for help or when you need to inform another person outside of the current conversation. If you’d like to automate specific actions in Re:amaze after a conversation is forwarded you can now use the new “When … Continue reading “New Workflow Conditions And Commands For Forwarded Conversations”
You can now create Cues with rules that target a customer’s geographic location! Customer location is determined by their IP address and will work for both guest users as well as authenticated users. If you’re currently using Cues and would like to update them to focus on a specific geography, you may go to Re:amaze … Continue reading “Target Customer Location for Re:amaze Cues”
If you currently use Re:amaze Status Page you can now insert links to your active incidents to your replies to inform customers via the “/” keyboard shortcut. To insert an active incident link, simply type “/” in the reply section to initiate the menu. Active incidents are marked by the ! icon. All of your … Continue reading “Add Active Incident Links Via Quick Insert Keyboard Shortcut”
If you’re currently using the embedded Re:amaze contact form or have custom fields added to your Re:amaze Chat configuration you might have already seen some significant updates to the UI, UX, and functionality. New Fields The contact form embeddable and custom fields in Re:amaze Chat now supports new field types such as dates and phone … Continue reading “Dependent Fields Now Supported In Re:amaze Contact Forms and Chat Custom Fields”
With Custom Chatbots still in beta we believe this is the perfect time to introduce a new type of custom chatbot: Workflow Bots. With two types of custom bots now in circulation we’re going to split up the naming convention. Re:amaze Custom Chatbots now consist of: Custom Cue Bots Custom Workflow Bots What is a … Continue reading “Introducing Custom Workflow Bots”
This blog was originally published on May 26, 2020. ChannelReply has since updated their platform to expand to additional messaging sources. ChannelReply has expanded its integration with Re:amaze to include a total of seven ecommerce marketplace channels. ChannelReply now allows you to manage your Amazon, eBay, Walmart, Shopify, Newegg, Back Market, and Etsy customer messages in … Continue reading “Receive and Respond to Amazon, eBay, Walmart, Shopify, Esty, & More Messages in Re:amaze with ChannelReply!”
When On-Hold Conversation is Due You can now create automated workflows when a conversation that has been on-hold (created using the “Remind” feature) is due. This type of workflow can be especially useful when you need to automate your follow ups! For example, when an on-hold conversation is due, you can automatically unassign the conversation, … Continue reading “New Workflow Conditions For Reminders and Triggers For Days”
You can now schedule a weekly summary performance report to be delivered to your email inbox! This summary report shows very high level metrics to help you gauge how things are going for your support volume as well as how your team is keeping up. For more detailed reporting, you should always refer to Re:amaze … Continue reading “Re:amaze Weekly Scheduled Reporting”
There is a brand new API end point for Re:amaze Response Templates! To access this API, head over to https://www.reamaze.com/api and click on the “Response Templates” section. Here’s what’s new: GET /response_templates Issuing a GET call to response_templates will allow you to retrieve Response Templates for the Brand. This will also return personal Response Templates … Continue reading “New Response Templates API for Re:amaze Developers”
You can now create automated workflows in Re:amaze with specific country targeting conditions. Country targeting via workflows can work for all channels such as email, chat, and even social media as long as the contact’s IP address data stored in Re:amaze. If a contact has chatted with you before Re:amaze would have their IP address and … Continue reading “Specific Country Targeting For Re:amaze Workflows”
Workflow Automation for Satisfaction Ratings You may now create advanced workflow automations using two new rules and conditions. If you use Re:amaze Satisfaction Surveys and would like to create workflow automations based on your customers’ survey results, this new update to workflows is what you’re looking for. This type of workflow is extremely useful if … Continue reading “Workflows For Satisfaction Ratings and SLA Expirations”
You can now reply to Facebook Messenger messages using your own Re:amaze identity (or individual staff member’s Re:amaze identity) rather than the Page’s identity. This latest update for Facebook Messenger in Re:amaze enhances your team’s capabilities when using Facebook Messenger as a customer support channel, offering more individualization and team collaboration. To enable Facebook Messenger … Continue reading “Reply To Facebook Messenger In Re:amaze Using Individual Personas”
SMSBump is a premium SMS marketing service provider for Shopify, Shopify Plus, BigCommerce, and WooCommerce. Recently acquired by Yotpo, SMSBump allows merchants to create highly targeted SMS campaigns, create intelligent SMS automations, and SMS tracking in one easy-to-use platform. The SMSBump integration with Re:amaze will allow you to easily see and respond to customers within … Continue reading “Re:amaze Now Integrates With SMSBump!”
Re:amaze now supports multi-brand integration for Smile.io! Yes, that means if you run multiple businesses all using Smile you can now effectively retrieve Smile data from unique Smile accounts mapped to unique stores. To connect Smile to multiple brands, head over to Re:amaze Settings, click on “Apps” and then “Smile”. Follow the on-screen instructions and … Continue reading “Multi-Brand Integration for Smile.io and Re:amaze”
New response templates may be added at any time in Re:amaze. With admins and co-workers actively working in Re:amaze, it can be common for response templates to be added, deleted, or updated. When things change on you while you’re about to respond to a customer it’s likely you’ll encounter an error if you try to … Continue reading “Refresh Response Templates In Real Time During Re:amaze Conversations”
Re:amaze now imports Facebook Page comments and Facebook Messenger as separate channels. To help businesses better manage their incoming Facebook volume, we have decided that Page comments, reviews, and other non-Messenger related communications are automatically filtered. The nature of Facebook Messenger has evolved in recent years and the more rapid nature of these messages dictate … Continue reading “Facebook Page Comments and Facebook Messenger Now Import As Separate Channels in Re:amaze”
Changing topics for your Re:amaze FAQ articles used to be a per-article ordeal. This is no longer the case! We’ve updated Re:amaze FAQ to allow the bulk changing of article topics. To try this for yourself, go to your Re:amaze FAQ, select a variety of articles using the available checkboxes and click on the “Change … Continue reading “Apply Bulk Topic Changes for Re:amaze FAQ Articles”
Your Twitter posts will now be imported along with any customer comments into Re:amaze. Having direct access to your post content will give your Re:amaze conversations much more context so you’re not pulled through different channels. This update does not require you to refresh your Twitter connection! However, keep in mind that older posts will … Continue reading “Twitter Post Content Now Imported Into Re:amaze”
