Better Conversations. Happier Customers.
You can now group your related Re:amaze Workflows together for easier identification and management. Similar to how Staff Groups (Departments) and Response Template Groups work, Workflow Groups allow you to: Add a Workflow you’re creating to a new Workflow Group Change the Group to which a Workflow belongs Visually see which Workflows belong to which … Continue reading “Introducing Workflow Groups”
ActiveCampaign is here! Introducing a brand new technology partner to the Re:amaze platform. If you don’t know much about ActiveCampaign then read on! ActiveCampaign is an integrated email marketing, marketing automation, and CRM platform designed for small businesses. If you’re about sales automation to grow your business ActiveCampaign is worth taking a look! Run an … Continue reading “Introducing The ActiveCampaign Integration For Re:amaze”
This is an announcement on some changes being made to the Re:amaze Reminders system based on customer feedback. If you’re currently using the Remind feature in Re:amaze and have conversations on hold, nothing will be impacted. The overall theme of this change is to make reminders a bit more sticky so conversations aren’t reopening simply … Continue reading “Update For Re:amaze Reminders”
Used to starring specific channels in apps like Slack? Re:amaze now allows you to save, customize, and star (pin) your most commonly used channel filters and search filters (views)! Saved and starred filters are automatically pinned to the top of your Re:amaze dashboard under the IMPORTANT category. Gone are the days of scrolling through your … Continue reading “Custom Views and Savable Filters in Re:amaze!”
You can now create a workflow to copy over any custom fields filled out by customers to that customer’s unique set of data attributes. How it works You have a custom form field in your Re:amaze Chat configuration that asks customers to select a “Product Type” and you want add the selection preference to the … Continue reading “Copy Custom Form Field Data To Customer Data Attributes”
You can now choose to enable the Re:amaze Chat embeddable on either desktop browsers, mobile browsers, or both types of browsers. If you’re currently using Re:amaze Chat on your website and would like to disable the chat widget on mobile browsers, please go to Re:amaze Settings > Embeddables > Edit and update the Basic Configuration to display … Continue reading “Enable Re:amaze Chat Embeddable For Desktop or Mobile or Both”
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”
