New Live Chat conversations can now be distributed to agents or groups automatically with Auto-Assignment for Inbox. This tool is essential for agents to efficiently manage new incoming conversations and control how they're distributed across the team.
Conversations can be automatically assigned to individual agents or groups and rules can be created for advanced routing based on specific conditions. Individual assignment limits can be set for each agent to ensure that they're not getting more tickets than they can manage at any time.
There are three options for Auto-Assignment:
Off- When Auto-assignment is turned OFF, team members manually select conversations from the 'Unassigned' folder.
Basic- All conversations in the 'Unassigned' folder are automatically distributed evenly amongst agents. Assignment limits can be set for each agent individually.
Advanced- Conversations can be assigned to individual agents or groups of agents using customized rules.
Auto-Assignment can be enabled by going to Settings --> Inbox --> Auto-Assignment.
Learn more about how to use Auto-Assignment for Live Chat.
Multiple image files can now be selected and sent to contacts in one action during a Live Chat conversation. Users will no longer need to send image files to contacts one by one.
To attach multiple image files, click the image icon at the very bottom of the Live Chat conversation, select the files in the pop-up modal, and hit send.
Previews of attached images can be seen in the text input field and can be removed by clicking the 'x' that appears when hovering over the selected image.
We're excited to announce that audio and video messages are now supported in the Instagram Direct Message channel.
Audio and video files can be attached to any Instagram message in Flow Builder and used in your automated flows. Different media can be incorporated into your flows to keep customers engaged through your DM automation.
New Audio and Video blocks are accessed through Instagram message blocks in Flow Builder:
Please note: We are aware that these messages take a bit longer to send. We are working with Meta to fix this.
Basic automations for Facebook Messenger can now be created and published with new templates for Messenger in the ManyChat mobile app.
Templates are pre-built, simple automations that can be customized to individual business needs.
To access Messenger templates, open the ManyChat mobile app, go to the 'Automations' tab, and press '+ New Flow' on the bottom right corner of your screen to access all available templates.
We're excited to announce that voice messages are now available in Live Chat for Facebook Messenger, WhatsApp, and Telegram on the ManyChat mobile app for iOS and Android.
Voice messages will allow Live Chat agents to include a human touch when needed and quickly reply to customers with audio in real-time conversations.
To record a voice message, simply press the microphone icon down from your open Live Chat conversation and record your conversation. Once the message is recorded, send it by pressing the airplane icon in the Live Chat thread.
Please note: Voice messages are only available on the ManyChat mobile app and are not available on the desktop version.
New easy-to-use filters have been introduced to Live Chat that will help agents save time when managing and navigating through customer conversations.
Filter by Conversations:
Unassigned - New conversations that are not assigned to an agent
You - Conversations that are assigned to you as a Live Chat agent
Team - View and filter conversations that are assigned to other team members
All - All existing Live Chat threads (assigned and unassigned)
Filter by Channels:
View and filter all Live Chat conversations by channel
We've made some improvements to Canned Responses in Live Chat that will allow agents to easily create and find existing responses without ever leaving the Live Chat conversation.
Formerly known as Snippets, Canned Responses are pre-built messages that can be built for agents to quickly reply to frequently asked questions and inquiries from customers.
To create a new Canned Response, simply click the new chat bubble icon with a star, located at the bottom of your text input window in Live Chat, to view a menu of options to manage, find, or create a new message:
All existing Canned Responses will be displayed in this new drop-down view so agents no longer have to search for them via text input. Canned Responses can still also be managed by accessing the Live Chat section from your Settings.
We've made some improvements to Notes in Live Chat that will make it easier for agents to manage notes for themselves and between other agents.
Jump to Notes
You can now easily jump to any existing note simply by clicking the note from yourself or another agent:
All existing notes for a contact can easily be viewed in their contact card from Live Chat so you can make sure that important notes for contacts are visible and accessible to all agents.
Replying to each comment can quickly become challenging for anyone, which is why the Comments Growth Tool Trigger is such a powerful feature to help you process all of your incoming messages. Now, Instagram Reels comments are supported too!
Some ideas how you can use the Comment Growth Tool:
- Automatically reply directly below a comment publicly on a post.
- Automatically send a private reply in the Direct Message with the contact who left the comment.
Want a refresher on what the commend growth tool can do for you? Head over to our Support Portal article and check it out again!
Obtain and purchase a new virtual phone number directly within ManyChat for using WhatsApp with ManyChat.
With WhatsApp Automation, we recommend connecting a new phone number to successfully set up your business on ManyChat. Now directly within ManyChat, you can obtain and purchase a new phone number with less hassle and on a per monthly basis.
If you want to use an existing phone number, that is still possible with WhatsApp but if any issues come up, get a new one directly through ManyChat and let us handle the rest.
To get started:
- For new accounts: Go to manychat.com/product/whatsapp and select “Get Started Free”
- Select WhatsApp under Channels
- For existing accounts: Go to Settings
- Press Connect and then select “Get new number to connect”
- Select the Country of origin for the Country Code
- After selecting your Country Code, you will be start being charged based on Twilio by-country rates
- Press “Get number” and your phone number is ready to use
- Finish the sign up process and the verification steps and your business is ready to use WhatsApp Automation with a brand new phone number