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Channel.io Major Updates

2021.9.27 Instagram DM Integration

Manage your Instagram DM in Channel.io

Great news for those who use Instagram as a frequent communication tool!
Now you can check Instagram DMs and reply in Channel.io
If you send a message through Instagram, you can check that message on Channel.io
You can check a message that replied to Instagram Story.
When a customer sends a message, you can automatically see the customer's Information; Instagram ID, Name, Profile Image in Channel.io. (at this current version)
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 Channel.io 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.
- There is a space spared for brand explanation and notifications. Leave a message for the customers! - Reflecting the feedback that customers wished to communicate only through Channel.io, customers can now choose to hide notifications from other messengers, as needed.
Users can now turn all unread messages into reading messages at once. The convenience of the live chat users is also a critical factor to the brand image!

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 Channel.io 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 function is not applicable to the customers who use mobile SDK yet. Please wait for the upcoming update
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. Channel.io 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 .