Long-awaited Integrations with Telegram, VKontakte and Other New Features
Posted: Wed Dec 04, 2024 6:33 am
Communication with clients in online chat has become even more convenient for operators, and the possibilities for analysis are wider. Meet the new cool feature of Calltouch Chats - integration with Telegram and VKontakte. As well as a number of small but very valuable improvements that will make using the widget easier and more enjoyable.
Chat for the site
Increase the number of requests from the site
Communicate with your customers in a way that suits them
Read more
Chat Integrations with Telegram and VKontakte
Now Telegram and VKontakte can be used as communication channels in various Calltouch services. Chat, exchange files with clients and get extended information about site visits for deeper analysis. And all this in a single Operator Account.
Dialogue in Chats
Convenient correspondence with clients
Set up integrations — and you will be able to communicate with clients from a single window. All messages from Telegram and VKontakte will be sent to your Operator Account. Chats are conducted and saved in different correspondence canvases — so that managers do not get confused in dialogues. For example albania phone number resource when a client communicates with one department of the company in a Telegram chat, and with another — in VKontakte.
Correspondence with clients in the operator's office
File sharing
If a client sends a file in a Telegram or VKontakte chat, you will be able to correctly accept it in the Operator's Account. And vice versa: upload the required file in the Account — and the client will download it directly from your dialogue in a social network or messenger. You can transfer files of the main popular formats:
images: png, jpg, jpeg, gif;
text: txt, doc;
other: xls, zip, rar, pdf.
Size limit:
for incoming files - 20 MB;
for outgoing - 50 MB.
Transferring information about visits and chats
Now we transfer information about the client's last touch on the site to the Operator's Account and Calltouch personal account, after which the correspondence moved to a messenger or social network. Chats from Telegram and VKontakte are no longer faceless dialogues that appeared out of nowhere. Now you can identify that a specific user came to the site from an advertisement, and then left from there to Telegram/VKontakte and continued communicating with the company there.
The Chat Log now has even more useful information:
added user ID (@name);
a sign indicating the source of the chat (chat on the website / Telegram / VKontakte) has been added to the list of chats;
made a filter by chat type (chat on the website / Telegram / VKontakte);
moved the chat type to the sidebar.
Chat log
We also display the user ID in Calltouch general reports - you can use this data in end-to-end analytics.
How to set up integrations?
To connect, select in your Calltouch Personal Account:
Integrations → Messengers and social networks → VK communities;
Integrations → Messengers → Telegram.
After integration, enable messenger buttons in the widget settings: Products → Chats → Widget → Integrations.
For a complete setup guide, please read the help articles:
integration with Telegram ;
integration with VKontakte (coming soon).
Calltouch Products
Read also:
Sales Boosting Platform Calltouch Leeds: What is it and how to use it
Other useful improvements to Chats
Automatic completion of abandoned dialogs
Sometimes clients stop responding to operators and leave the site. Such unfinished dialogues clutter the interface and prevent managers from assessing the real load.
Now abandoned dialogs will be automatically closed 7 days (10,000 minutes) after the first unanswered message from the operator. This time can be reduced in the chat settings: Events → Automatic dialog completion. There you can also set the text that will be displayed in the chat when the dialog is completed.
Transfer chats to department
We have added the ability to transfer a chat not only to a specific operator, but also to a department. In this case, the dialogue will be marked as important and will be put into the queue of the department you have selected. The first available employee will be able to answer the user's question. And operators from related departments will no longer have to monitor the workload of colleagues from other departments.
The Role of the Supervisor
The supervisor can view other users' conversations to:
see the full volume of the message queue;
monitor the quality of employee responses;
track expired dialogs across the entire site.
By default, the Supervisor cannot send messages in someone else's dialogue. But this can be changed in the Chats settings by giving him access to "Transfer to another operator".
Editing Active Chats Settings
Now you don't have to turn off the widget to make changes to it. Edit it and save the changes - they will be applied automatically.
Sound notifications
The following events will be accompanied by sound signals:
new message in a chat where you are the operator;
the user has rated;
contact form received;
The dialogue was transferred to the operator.
For Cabinet operators, sound is enabled by default. For site visitors, sound notifications from the widget are disabled, but they can be enabled in the settings.
These were the most important Calltouch Chats news for the first quarter of 2023. I will tell you about new improvements in the next article - follow the news on the blog.
Chat for the site
Increase the number of requests from the site
Communicate with your customers in a way that suits them
Read more
Chat Integrations with Telegram and VKontakte
Now Telegram and VKontakte can be used as communication channels in various Calltouch services. Chat, exchange files with clients and get extended information about site visits for deeper analysis. And all this in a single Operator Account.
Dialogue in Chats
Convenient correspondence with clients
Set up integrations — and you will be able to communicate with clients from a single window. All messages from Telegram and VKontakte will be sent to your Operator Account. Chats are conducted and saved in different correspondence canvases — so that managers do not get confused in dialogues. For example albania phone number resource when a client communicates with one department of the company in a Telegram chat, and with another — in VKontakte.
Correspondence with clients in the operator's office
File sharing
If a client sends a file in a Telegram or VKontakte chat, you will be able to correctly accept it in the Operator's Account. And vice versa: upload the required file in the Account — and the client will download it directly from your dialogue in a social network or messenger. You can transfer files of the main popular formats:
images: png, jpg, jpeg, gif;
text: txt, doc;
other: xls, zip, rar, pdf.
Size limit:
for incoming files - 20 MB;
for outgoing - 50 MB.
Transferring information about visits and chats
Now we transfer information about the client's last touch on the site to the Operator's Account and Calltouch personal account, after which the correspondence moved to a messenger or social network. Chats from Telegram and VKontakte are no longer faceless dialogues that appeared out of nowhere. Now you can identify that a specific user came to the site from an advertisement, and then left from there to Telegram/VKontakte and continued communicating with the company there.
The Chat Log now has even more useful information:
added user ID (@name);
a sign indicating the source of the chat (chat on the website / Telegram / VKontakte) has been added to the list of chats;
made a filter by chat type (chat on the website / Telegram / VKontakte);
moved the chat type to the sidebar.
Chat log
We also display the user ID in Calltouch general reports - you can use this data in end-to-end analytics.
How to set up integrations?
To connect, select in your Calltouch Personal Account:
Integrations → Messengers and social networks → VK communities;
Integrations → Messengers → Telegram.
After integration, enable messenger buttons in the widget settings: Products → Chats → Widget → Integrations.
For a complete setup guide, please read the help articles:
integration with Telegram ;
integration with VKontakte (coming soon).
Calltouch Products
Read also:
Sales Boosting Platform Calltouch Leeds: What is it and how to use it
Other useful improvements to Chats
Automatic completion of abandoned dialogs
Sometimes clients stop responding to operators and leave the site. Such unfinished dialogues clutter the interface and prevent managers from assessing the real load.
Now abandoned dialogs will be automatically closed 7 days (10,000 minutes) after the first unanswered message from the operator. This time can be reduced in the chat settings: Events → Automatic dialog completion. There you can also set the text that will be displayed in the chat when the dialog is completed.
Transfer chats to department
We have added the ability to transfer a chat not only to a specific operator, but also to a department. In this case, the dialogue will be marked as important and will be put into the queue of the department you have selected. The first available employee will be able to answer the user's question. And operators from related departments will no longer have to monitor the workload of colleagues from other departments.
The Role of the Supervisor
The supervisor can view other users' conversations to:
see the full volume of the message queue;
monitor the quality of employee responses;
track expired dialogs across the entire site.
By default, the Supervisor cannot send messages in someone else's dialogue. But this can be changed in the Chats settings by giving him access to "Transfer to another operator".
Editing Active Chats Settings
Now you don't have to turn off the widget to make changes to it. Edit it and save the changes - they will be applied automatically.
Sound notifications
The following events will be accompanied by sound signals:
new message in a chat where you are the operator;
the user has rated;
contact form received;
The dialogue was transferred to the operator.
For Cabinet operators, sound is enabled by default. For site visitors, sound notifications from the widget are disabled, but they can be enabled in the settings.
These were the most important Calltouch Chats news for the first quarter of 2023. I will tell you about new improvements in the next article - follow the news on the blog.