2022.12.22 Contacts Upload Feature Update
Increase customer engagement by adding new customer contacts
You can now add Lead contacts to the Channel
If the customers enter their name, phone number, or email address, they will be added as a lead to your Contacts.
If you have any offline customers’ contact data stored separately, you can now manually add them to your Contacts and send them a message through Channel.io.
By taking an initiative to reach out to them, you can build a stronger relationship and convert them into loyal customers.
* Adding customer contacts in bulk will be available next year*
We have one more surprise for you!
The saved message feature in Team chat is now available in the desktop version
Like in the mobile version, you can now use the saved message feature on your desktop!
Try this feature by hovering your mouse over the message when you need to remind yourself of work-related messages or other important tasks to follow up on.
Please take note of the scheduled update
We will come back with more amazing features! Stay tuned
22.11.18 Updates on Non-Member Data Collection for Shopify
Non-members data collection
Once you install Channel.io on your Shopify website, you will be able to collect non-members’ information the same as how we collect members’ information.
With a new data field calledunder Customer profile data, you can determine whether the user is a member or not(The data will be displayed in a boolean).
Non-members’ event history will also be shown on Customer profile data(except for theevent).
When a non-member completes an order on your website, the non-member will be added to Contacts. If the same non-member starts a chat via Channel.io, the system will recognize them as the same user who made a purchase previously.
New data fields added for Customer profiles and events
The address information such as, , , and will be saved separately in each data field.
Both single-type and list-type data will be provided under event properties.
data is now available, you may use this information to do retarget marketing such as filtering customers out based on the payment method they used.
Reminder for those who installed Channel.io
If you installed Channel.io before 9.28.2022, please update your app and see if “View Product” is listed under permission details.
We will come back with more amazing features! Stay tuned
2022.10.27 Email & Shopify Order Integration Updates
Managing Emails and live chats in ONE Inbox
1. Link your mailbox with Channel.io and receive email inquiries in your channel’s Inbox
If you use emails to communicate with your customers, link your mailbox with Channel.io and receive emails in your channel’s Inbox.
All conversations will be saved in Inbox to review anytime.
The automation rules also work the same way as live chats, such as assigning managers or followers, automatic tagging or changing chat status, etc.
If a sender’s email address is already in Contacts, you will see the customer information in the Inbox, whereas new lead information will be created if a sender’s email is not in Contacts.
If you are currently using automation rules to send an automated response, it will apply to the email as well as the live chat. Please change the settings by adding the filtering option for emails if you do not want an automation rule to operate for email inquiries.
2. Forward conversations to external email easily
allows you to send the conversation history in one email thread.
By using “External email forwarding”, your can easily share a lengthy conversation with your colleague at once. Or you can forward the customer's email response to your work email and continue interacting with the customer directly from your email client.
3. Display email subjects as the user chat’s title
When a new email arrives in your Inbox, the subject will be shown as the user chat’s title with a mail icon instead of the chat tags attached to the chat.
If a new chat is opened and it’s not from a linked mailbox, the chat description will be displayed. If there is no chat description on the chat, a preview of the most recent message will be displayed.
Order integration for Shopify websites
You can now view your customers’ order information during the conversation, including purchased product lists and shipping status. The customer order information will also be shown in the user profile.
When you import customer data by clicking “in Contacts, the customer order information will be updated as well.
Don’t miss other important updates!
Access Control for safe data management
Set appropriate ‘Roles’ for your team. You can set specific roles up to 20 in one channel. Each manager(member) should have one role.
An owner is someone who has full access and control over creating and assigning roles for their team members. Other roles can have different access limits, from team chat to security authorization.
Marketing messages know where your customers are! (Time zone settings)
You don’t have to worry about calculating time differences anymore. When you schedule marketing messages, select the time zone that works best for your customers. Once it’s done, Channel.io will calculate the time zone and send messages based on the scheduled time.
Dark mode is finally available at the Channel Lounge
You now have options to choose your Channel Lounge’s theme to match your website’s theme. (Light, Dark, and default settings are supported)
SMS pricing change by Twilio
We will come back with more amazing features! Stay tuned
2022.08.31 Channel.io Feature and Pricing Updates
1. We are announcing our new pricing plans and feature updates!
We have updated our pricing plans and the Support bot will become an independent feature from the Operation add-on. You can now choose to use the features you need at a more reasonable price. To learn more about the details, please click the link below
2. Easier and faster! Explore all of Channel.io’s features during the free trial
No credit card information is needed, and no need to select the plan type and add-ons, just click the [Start Free Trial] button to try all the features for 14 days!
The 14-day free trial is only available once per channel.
3. SMS points are provided so that you can communicate with customers smoothly
Channel.io will cover the cost of text messages required to send follow-up notifications or marketing messages to your customers :)
Talk to your customers more often! When you start the free trial and subscribe to a paid plan afterwards, you will receive $10 in SMS points for free every month.
1. Download up to 1 million customer contacts
Download data from Contacts and edit customer information!
The number of downloads per customer contact increased from 30,000 to 1 million
When downloading a contact, the file download link is shared in “My chat room”.
The validity period of the download link is 7 days.
When downloading customer contact information once, it is not allowed to download again within 30 minutes.
[Select All] option is now available in Contacts!
Bulk action for marketing subscription opt in/out and customer tag settings are available in Contacts.
2. [Integrated external messenger] filtering option added in the Inbox search field.
Now you can select and search the chats that came in through a specific external messenger such as Instagram Messenger, Line, Kakao Talk Talk, and Naver Talk Talk. Try using the [Integration] filter in your inbox search
3. User webhook
You can now update the customer information such as the customer's marketing subscription status and contact information through webhook events. Please check the details in the developer documentation below
4. Snoozed chat notifications
When the ‘Snoozed’ chat is changed to ‘Opened’ status after the set time has elapsed, we will notify you through a system message.
What are the changes?
Even if there is no assignee, everyone who has turned [Notify for Unassigned] on can receive a notification so that they do not miss it.
However, it does not appear at the top of the [Unread] list.
5. Mobile [Preview Private Message] will be temporarily unavailable
The [Preview Private Message] feature will disappear from the mobile app for a while. The settings for the PC and mobile app are linked, so when you change the setting on one side, the preview settings are updated on both sides. We will come back with more improvements in the future so that it can be set separately.
Please stay tuned for upcoming updates:
Detailed access control
2021.9.27 Instagram DM Integration
Great news for those who use Instagram as a frequent communication tool!
Now you can check Instagram DMs and reply in Channel.io
You can check a message that replied to Instagram Story.
For further details on Instagram integration, please check the following guide. )
2021.9.19 Channel.io live chat button is about to change
Brand-new customer live chat experience
Following the iOS 15 update, we made a massive improvement in the customer live chat experience The essence of is the end-user, i.e., the experience of the customers who initiate the conversation. Through this update, we enhanced the readability of our website and applied a new design to decrease the fatigue that the users may feel throughout their time with us. Let us now go over the design, which has been tailored to fit the iOS 15 web experience.)
Live chat button that mixes in and gets along with the website
First and foremost, Channel.io's button design has gone through dramatic changes.
Originally, the button's color was overly emphasized, interrupting the users' concentration on the website's contents. This was exceptionally visible in a mobile environment. By setting the button's background white and using lighter colors for the text bubble, we overcame the former shortcomings.
Application of various colors
Screen on desktop and mobile environment
Gathering users' attention through the Labeled button
There have been feedbacks that the low usage rate of live chat from the mobile environment worries our customers. To remind the customers of the fact that live chat exists, we added a label button. The tone of the labeled button is set to go along with any brand, and it is designed similarly to the mobile push messages experience.
Particularly for SMBs, a higher frequency of live chat leads to more sales opportunities, and even an increase in revenues, but there was feedback that the amount of live chat inquiries in a mobile environment is considerably low. Customers who accessed the website through mobile devices didn't recognize the presence of a live chat button. To make the presence of a live chat button in a mobile environment clearer, we added an explanation phrase and applied a stick-type design. Once clicked on, the live chat button turns into a smaller button, making the website contents more visible
Labeled button will be disappeared when a new message arrives.
A lounge that affects the brand's first impression
The lounge is the first place where users get to face the brand CS Channel. To enable the users to concentrate on live chat, there has been a renewal towards a more neutral and clean design. Let us go over a few big changes we made.
Live chat that induces users to start the conversation
The foundation of the design renewal in this update was our goal to provide a state-of-the-art live chat experience to the end-users.
Considering the change in website address position which came from the iOS 15 update, we optimized the live chat experience and went through a structural turnover. We are confident that puts the most devotion to the end users' live chat experience over anyone else, and that we take the quickest action to improve our user experience.
Let us go over the detailed changes in design this update made.
Originally, the lounge appeared in a new tab when the user clicked on the live chat button. Now, the lounge appears on the same screen, and a new tab opens only if the user clicks on 'new inquiries'. When the user clicks 'return' while using the live chat, the user can easily move back to the lounge.
The navigation bar's design and profile avatars have also gone through a design renewal, in a way that doesn't disturb the live chat experience.
Changes in the position of the marketing bubble in the mobile environment have been enabled.
The 'See Translation' and date indication, which used to appear with every message, are now arranged in a smarter way and now appear with each group of messages.
Brand description is indicated at the top of the live chat screen.
This was the introduction to our newly released front design. We will put our finest efforts to create a product that many users wish to speak to. will continuously work on various updates that include Dark mode, improvements in pop-up design, etc. that would lead to a state-of-the-art live chat experience for the end-users .