When it comes to live chat, Re:amaze gives you the flexibility to choose between two powerful modes of engagement. But when comparing Real Time Chat vs Classic Chat, how do you know which is best for your team’s workflow and your customers’ expectations? Let’s break down the key differences and help you decide what’s best for you. Real Time Chat: Flexible, Asynchronous, and Modern Real Time Chat in Re:amaze works a lot like the messaging apps your customers already use—think iMessage or Facebook Messenger. It’s great for teams that want to stay responsive without needing to be tied to a live chat window all day. What makes it stand out: Conversations can happen in real time or asynchronously. Customers are shown an estimated response time. Notifications are sent via the dashboard, mobile app, and email. Replies are also emailed to customers if they leave your site. There’s no hard stop to the conversation—it picks up whenever either side is available. This mode is ideal if your team juggles multiple tasks or works across different time zones. It’s also helpful if your customer base doesn’t expect an instant reply but appreciates a quick turnaround. Classic Chat: Live, Synchronous, and Instant Classic Chat brings the traditional live support experience to your website. It’s designed for teams that want to offer immediate, live assistance and can dedicate someone to monitor the chat in real time. What makes it different: Both agent and customer must be online to chat. There’s a defined start and end to each session. Chats close automatically if either party goes idle. Customers expect quick replies—usually within 20–60 seconds. Available only via desktop for staff users. Includes availability hours, so agents are only shown as available during set times. Classic Chat is best for businesses with dedicated live support teams and customers who expect quick answers—think ecommerce during peak shopping hours or SaaS onboarding sessions. What’s Best for You? The right chat mode depends on how your team operates and what your customers need. Here’s a quick way to decide: Your SituationBest Chat ModeMy team works on the go, responds between meetings, or across time zonesReal Time ChatWe don’t want to promise instant repliesReal Time ChatWe have a team of dedicated support agents ready to answer liveClassic ChatWe want to offer scheduled, real-time sessions with guaranteed repliesClassic ChatOur customers expect quick, live answers during business hoursClassic Chat These recommendations are based on how each mode handles responsiveness, availability, and customer expectations. You can even use both modes depending on the time of day or team availability. When comparing Real Time Chat vs Classic Chat, it’s not always about picking one over the other—it’s about using the right tool for the moment. The post Real Time Chat vs Classic Chat: Which Re:amaze Mode Is Best for You? appeared first on Re:amaze Blog.

Understanding how AI and automation affect customer service helps you better understand your support operations. That’s why we’re excited to introduce powerful new reporting tools! With these Re:amaze reporting updates, you’ll get a clearer picture of AI-driven interactions, chatbot effectiveness, and productivity metrics—helping you make more informed decisions. AI & Chatbot Report: Measuring AI’s Impact on Your Business Our AI & Chatbot Report gives you an in-depth look at how AI is shaping customer conversations. With key metrics and detailed insights, you can track performance and identify areas for improvement. AI Impact Rate – The percentage of all conversations during a given period involved AI assistance. Team Time Saved – Measures the time between a customer’s first message and when the conversation escalates, helping you gauge AI’s efficiency in handling inquiries. Customer Waiting Time Saved – Understand how much time AI reduces in first-response wait times. This is calculated by multiplying your average first response time by the number of conversations the bot participated in. Content Score – Displays content score only if the report is filtered for a specific brand. The content score is calculated based on the tools and content you’ve set up. Your points are added based on the following actions: Created Conversation Starters for Chat (+10%) Bots enabled for Chat (+10%) Turned on Chatbots (+20%) Created your first FAQ article (+10%) Created 20 FAQ articles (+20%) Created one workflow (+10%) Set up Custom AI Context (+20%) Chatbot Impact Over Time – A graph showing chatbot participation, resolution rate, and escalation rate trends. Chatbot Order Attribution – Tracks revenue linked to chatbot-assisted conversations. This report shows how AI-driven interactions contribute to sales, including the total dollar amount attributed to the shopping assistant. AI Productivity Report: Tracking AI Engagement and Efficiency The AI Productivity Report focuses on how AI tools are used within your team and their overall effectiveness. Moreover, it provides insights into areas where AI can further enhance productivity and support. Total Usage – The total number of times AI-driven features were used across your brand(s). Involvement Rate – The percentage of conversation threads that included at least one AI-powered feature. Content Score – Also included in this report to help you improve AI and chatbot content. Total Usage Over Time – A chart that tracks AI feature usage over time, helping you spot trends in adoption. Detailed AI Usage – A breakdown of AI usage by feature type, top users, and comparisons to previous periods. Make Data-Driven Decisions with Re:amaze Reporting Updates These new reports are designed to help you get the most out of AI and chatbots in your customer support strategy. By examining key metrics like AI efficiency, chatbot performance, and user engagement, you can gain valuable insights into areas for improvement. This allows you to optimize your workflows, reduce response times, and ultimately save your team significant time. The post Re:amaze Reporting Updates: New AI and Chatbot Insights appeared first on Re:amaze Blog.

Chatbots have become an essential tool for businesses looking to provide fast, efficient customer support. They can handle common questions, guide customers through troubleshooting steps, and even assist with orders—all without requiring a human agent. But sometimes, requiring customer details upfront creates unnecessary friction. That’s why we’ve introduced a new “escalated” chat mode in Re:amaze. This update marks a major shift, giving businesses more flexibility to adopt a bot-first or even bot-only approach to customer interactions. Now, customers can engage with chatbots anonymously and only provide their information if the conversation escalates to a human agent. A Smoother Chat Experience With this new contact mode, customers can start a conversation with your chatbot without entering their name or email. If the chatbot successfully resolves their issue, they never need to provide personal information. However, if the conversation escalates to a human agent, the customer will be required to enter their details at that point. This bot-first approach removes barriers to engagement while ensuring agents still get the necessary information when a handoff occurs. For businesses looking to prioritize automation, this update unlocks new possibilities for chatbot-driven customer support. Getting Set Up Setting up the anonymous chat mode in Re:amaze is simple and can be done directly in the widget builder: Navigate to the Chat Widget Builder in Re:amaze. The Contact Mode section will be on the third step of the builder. Select the option: “Only require name and email when the customer escalates the conversation to a human.” Save your changes and update your widget. That’s it! Your chatbot will now handle conversations without requiring customer details upfront, improving engagement and reducing friction. If you haven’t yet set up your Chat Widget, check out this article for step-by-step instructions. Why This Matters Some customers hesitate to provide personal details right away, especially if they’re just looking for quick answers. By enabling a more anonymous chat, you create a more welcoming experience, increasing the likelihood that customers will interact with your chatbot. This also helps keep your agents focused on conversations that truly need human attention. The post New Anonymous Chat Mode in Re:amaze appeared first on Re:amaze Blog.

Managing a customer service team can be challenging, especially when agents are spread across different time zones. Without proper scheduling, conversations may be assigned to unavailable agents, leading to delays and customer frustration. With Shifts now available for Classic Chat, you can control when team members are available for live conversations. This ensures that Smart Assign only routes messages to agents during their scheduled hours. Whether you have a global team or simply want to create more structured support hours, Shifts for Classic Chat gives you the flexibility to optimize coverage and efficiency. What is Classic Live Chat? Classic Chat in Re:amaze offers a real-time, live agent experience. Unlike Real Time Chat, which allows ongoing asynchronous conversations, Classic Chat requires both the agent and customer to be online at the same time, creating a synchronized conversation with a clear beginning and end. Once the session ends, it cannot be reopened. This option is ideal when you want customers to know an agent is available to respond immediately. Classic Chat is only active when team members are logged into Re:amaze on a desktop browser and marked as “Available for Live Chat.” If the customer disconnects or idles for too long, the chat automatically ends. For flexibility, you can convert a Classic Chat session into an ongoing conversation via Real Time Chat or email if further follow-up is needed. What Are Shifts and How Do They Benefit Your Team? Shifts help you manage staff availability more effectively. They ensure that Smart Assign only routes conversations to agents when they are scheduled to work, preventing messages from being assigned to unavailable team members. With Shifts, you can: Automatically assign conversations only to available agents. Prevent messages from going to agents who are off duty or on vacation. Keep response time tracking accurate by excluding replies made outside of scheduled shifts. When an agent is on vacation, Re:amaze Smart Assign automatically unassigns them from conversations when customers reply. This ensures that no message goes unanswered and that available agents can step in when needed. Shifts are an internal tool, meaning customers won’t see them. However, they play a key role in helping teams manage workload distribution and maintain service quality. Now that Shifts are available for Classic live chat, teams using this chat type can benefit from smarter, more efficient message routing. Enabling Shifts for Classic Chat Shifts are managed in your personal settings. To enable Shifts for Classic Chat, go to your Personal Settings, find the Shifts section, check “Apply this shift to Classic Chat,” and save your settings. That’s it! The post Shifts for Classic Chat: Smarter Scheduling for Live Support appeared first on Re:amaze Blog.

Re:amaze continues to evolve with powerful new updates designed to enhance AI-driven automation and improve Shopify integrations. From smarter spam detection to expanded Shopify product search, these improvements make it easier to manage customer interactions seamlessly. Here’s what’s new. Chat Widget on Shopify Checkout and Thank You Pages Re:amaze’s chat widget is now available on the Checkout and Thank You pages for Shopify Plus merchants. For other Shopify plans, it can be added to the Thank You page (this is due to Shopify’s platform restrictions). Live chat on the Shopify checkout page is a game-changer for businesses. Customers at checkout are at their highest intent to buy, but any issue—like a discount code not working or a payment concern—can lead to abandoned carts. By offering instant support at this crucial moment, you can directly reduce cart abandonment and boost conversions. Search for Shopify Product Variants Re:amaze has always allowed searching for Shopify product variants within the product insert modal while chatting with customers, but this was previously limited to 75 variants per request. Now, we’ve expanded this to 250, making it easier to find and share the exact product details a customer needs. Whether you’re sending a direct purchase link or creating an invoice with the right products, this update helps you quickly locate variants without extra scrolling or searching—right from your conversation view. AI Spam Classification Updates We’ve enhanced Re:amaze’s AI-powered spam detection to make filtering unwanted messages even more effective. With this update, the AI Spam classifier will now analyze each incoming message until one of two conditions is met: A team member responds to the conversation. The sender submits five messages without receiving a response. By continuously evaluating messages in real time, this improvement helps prevent spam from cluttering your inbox while ensuring legitimate conversations aren’t mistakenly flagged. This update is part of our ongoing efforts to enhance AI-driven automation in Re:amaze. AI Writing Assistance Improvements We’ve made a small but impactful update to Improve My Response and Write It for Me to enhance AI-generated replies. Now, responses will be generated in the language set in your profile settings. This update ensures that AI-assisted replies align with your preferred language, making responses more natural and seamless for your workflow. WooCommerce Product Insert For those with a WooCommerce store connected to Re:amaze, inserting products into customer replies has always made product recommendations easier. Now, we’ve made it even better—the WooCommerce product insert modal will display products in your store’s native currency. This update ensures that the pricing shown aligns with your store’s settings, making recommendations clearer and more seamless for both you and your customers. What’s Next for Re:amaze? These updates are designed to make managing customer interactions in Re:amaze even more efficient. Whether you’re assisting shoppers at checkout, finding the right product variant faster, or leveraging AI-driven tools, these improvements help you provide better service with less effort. Stay tuned for more updates as we continue enhancing Re:amaze throughout the year. The post Re:amaze Updates 2025: AI, Shopify, and More! appeared first on Re:amaze Blog.

Using Facebook Messenger bots with Re:amaze can help automate greetings and answer common customer questions. However, if Messenger is connected as a social channel in Re:amaze, bot interactions can quickly overwhelm your inbox. Fortunately, there’s a way to keep things organized while still taking advantage of automation to handle routine inquires. Set Your Messenger Bot as the Primary Receiver To prevent bot-driven messages from overwhelming your Re:amaze Inbox, set your Facebook Messenger Bot Platform as the primary receiver for your Facebook page—not Re:amaze. This setup allows Messenger to handle automated responses first. When customers need human support, their conversations move to Re:amaze. Supported Facebook Messenger Bot Platforms Re:amaze works seamlessly with ShopMessage and ManyChat, ensuring a smooth handoff between bots and human agents. ShopMessage ShopMessage specializes in eCommerce automation. If you already use it, integrating with Re:amaze is easy—just connect your Facebook Messenger account. ShopMessage handles bot-driven conversations, keeping them out of Re:amaze. When a customer requests a human through a quick select button, Re:amaze receives the conversation instantly. ManyChat ManyChat helps businesses automate Messenger interactions. Like ShopMessage, it requires no extra setup—just connect Messenger to Re:amaze. ManyChat bot conversations remain within Messenger and won’t clutter your Re:amaze Inbox. The moment a customer selects an option for human support, Re:amaze takes over. Keep Your Inbox Focused on Real Conversations Re:amaze automatically marks conversations as resolved if a bot replies. If no bot response appears, the conversation stays unresolved, ensuring customers receive a follow-up. Best Practices for Using Messenger Bots with Re:amaze Don’t use third-party bots as autoresponders – Messages like “Thanks, we’ll get back to you soon” can cause confusion and mark conversations as resolved too soon. Use Messenger’s built-in autoresponder – Re:amaze detects these messages, keeping conversations open when a human response is still needed. Managing Facebook Messenger bots with Re:amaze allows you to automate customer interactions without overwhelming your inbox. By setting up the right bot platform and using Messenger’s built-in features, you can ensure a smooth transition between automated responses and human support, keeping your customer conversations efficient and effective. The post Managing Facebook Messenger Bots with Re:amaze appeared first on Re:amaze Blog.

At Re:amaze, we’re constantly enhancing our AI tools to help you connect with customers more effectively. Our latest update to the AI-powered ‘Suggest a Response’ feature offers AI-suggested responses for orders, making it easier to quickly answer order-related questions. With detailed order information right at their fingertips, agents can now provide accurate responses in seconds. How It Works: When a customer message contains an order number, the AI instantly detects it and pulls up relevant order information. With a single click, agents can suggest a response that includes essential order details—like order status, tracking information, and a direct link for tracking the shipment. This update enables agents to quickly deliver the information customers need without searching manually. This update is already active, so agents using the “Suggest a Response” feature will immediately benefit from faster and more informative responses. For more information, visit our Help Center. The post New! AI Suggested Responses For Orders appeared first on Re:amaze Blog.

We’re excited to announce a powerful new update to the AI FAQ Bot in Re:amaze. You now have the ability to decide whether the bot uses unlisted articles when generating responses for your customers. What is the AI FAQ Bot? The AI FAQ Bot builds on our original FAQ Bot, which helps customers by matching their questions with relevant FAQ articles. Previously, the bot relied on keyword matching to suggest articles that might answer customer inquiries. While effective, it sometimes presented multiple options, requiring customers to choose the most relevant one themselves. With the AI FAQ Bot, we’ve taken things a step further. Now, instead of just matching keywords, the AI analyzes the customer’s question to present a single, highly relevant article. It doesn’t just share the article either; the bot pulls information directly from it to craft a customized response, making the interaction more seamless and efficient for customers. If you’d like to learn more about the AI FAQ Bot’s advanced capabilities, check out our detailed guides here and here. What’s New? With this latest update, you can control whether the AI FAQ Bot includes unlisted articles when responding to customer queries. But why is this important? Unlisted articles are typically used for content that isn’t meant for public viewing but still plays a role in support operations—like special discount codes or shipping details for select customers. With the new feature, you can make sure sensitive information, such as exclusive offers, only reaches the right customers without being visible to the general public. For example, if you’re running a limited promotion or offering free shipping on a case-by-case basis, you can create an unlisted article and configure the AI FAQ Bot to reference it only when necessary. This level of control gives you the flexibility to provide tailored responses while protecting confidential information. Why This Update Matters This update adds another layer of customization and precision to how you manage customer interactions. You can decide what information the bot uses, ensuring that responses fit both your customers’ needs and your business goals. Whether you need to manage promotional offers, provide specific details to select customers, this feature lets you do it all with ease. The post New AI FAQ Bot Update! Control Unlisted Article Responses appeared first on Re:amaze Blog.

Customize AI for a unique Customer Experience in Re:amaze Re:amaze now allows you to fully customize your AI settings. You can fine-tune the AI’s behavior to better reflect your brand’s personality. This powerful feature allows you to guide how your AI interacts with customers, mirroring your brand’s tone, style, and approach. If you manage multiple brands, you can customize each one individually. Here’s a quick overview of how you can tailor your AI to deliver personalized, on-brand customer interactions. Setting Your AI’s Personality Communication style plays a big role in how customers perceive your brand. Now you can select a personality for your AI that fits your brand’s voice. Whether your brand is professional, playful, or somewhere in between, you can choose from a variety of personality options, including: Professional: Perfect for businesses that prioritize formality and clarity in their communication. Cheerful: Great for brands that aim to deliver a friendly and upbeat experience. Laid-back: Ideal for companies that prefer a relaxed and easy-going style. Empathetic: Suitable for brands that want to show extra care and understanding in their interactions. Playful: Best for businesses that want to add a touch of fun to their customer service. Directing Your AI with Custom Prompts You can further guide your AI’s behavior using the Custom Prompt Input feature. This tool gives you more control over how the AI responds, allowing you to provide a wide range of instructions, such as: Set guidelines for complex issues: Instruct your AI to escalate more challenging inquiries to a human agent, ensuring that complicated problems are handled appropriately. Control response length: Define word count limits for AI responses, so it stays concise or provides more detailed replies, depending on your needs. Avoid repetitive responses: Help your AI deliver varied answers by minimizing repetitive phrasing, keeping interactions engaging and fresh for customers. This feature offers a hands-on way to craft the kind of responses your customers expect, while keeping everything consistent with your service standards. Incorporating Brand Identity and Emojis Re:amaze also allows you to add more personality to your AI’s communication with two additional options: Brand Identity: You can opt to have the AI reference your store’s name or website in its replies, adding a personalized touch that reinforces your brand’s presence during customer interactions. Use of Emojis: If your brand leans toward casual or fun communication, you can enable emojis to be included in the AI’s replies. Why Customization Matters Customer experiences can set your brand apart, and having AI that mirrors your style is a big advantage. With Re:amaze’s new customizable AI settings, you can create more genuine interactions and deliver a consistent experience for your customers. Whether your brand is professional and serious or fun and casual, your AI can now match your tone perfectly. The post Re:amaze AI: Customize for Your Brand appeared first on Re:amaze Blog.

It’s official, Amazon’s October Prime Day sale, Prime Big Deal Days, is happening on October 8th and 9th. This two-day mega sale is exclusive to Prime members, offering 48 hours of discounts on a wide range of products, including tech, home essentials, and more, as holiday shopping kicks off early. For retailers, this event is an opportunity to boost sales, but it also comes with a flood of customer questions. Managing these inquiries efficiently can be challenging, but Re:amaze simplifies the process by integrating your Amazon inbox through ChannelReply. This integration lets your Amazon messages flow directly into Re:amaze, so you can handle customer questions from one centralized inbox. Here are some key ways to prepare your customer support system for Prime Big Deal Days: Use Automation & Response Templates During Prime Day, many customer questions will revolve around the same topics. Anticipate these queries and make sure your FAQ responses are up-to-date. Discounts: Expect many questions regarding Prime Day-specific discounts. Draft responses with your team with clear explanations of your pricing, so your team can quickly address these concerns. Return and Exchange Policies: Prime Day often leads to an influx of orders, so it’s a good idea to clarify your return policies before the event. Make these policies easily to find and make sure your team can communicate them effectively. Use Chatbots for Common Queries: Chatbots can handle repetitive customer queries, such as tracking orders or answering questions about Prime Day promotions. This frees up your agents to deal with more complex issues while ensuring that customers receive timely responses. Increase Staff & Set Customer Expectations Add Extra Support Staff: With the increased order volume, it’s important to have additional support team members available during Prime Day. If possible, plan for extra agents or extended hours to meet demand during and after the sale. Set Clear Expectations: Communicate your support availability with customers using our availability tools: Staff Busy Message: This is an automated, in-chat message to update customers on your team’s availability. This “Staff Busy” message will appear in your Chat Widget when all online agents have reached their maximum chat limit (set by you). Office Hours: Having Office Hours will allow you to set expectations for when your team is offline, as well as when customers might expect to hear back from you. The post Prime Day is Coming, Here’s How to Prepare appeared first on Re:amaze Blog.