Userlike changelog www.userlike.com

Product update

General

• Scalable Pricing: Userlike "Team" and "Corporate" customers paying by credit card or SEPA can add up to 4 additional operators in each plan.
• Contact Import: It is now possible to add contacts to Userlike via CSV upload. You can e.g. upload your existing customer base to Userlike.
• Hubspot OAuth Flow

WhatsApp Business

• Interactive Messages: Different options in a chatbot conversation will now displayed in WhatsApp as clickable buttons or picklists. More details can be found in our Chatbot API Tutorial.

New Dashboard [ALPHA]

• Settings Area in Message Center: We release our first version (Alpha) of our new Dashboard. Settings can be done in the "old" and the new dashboard. There will be a limited feature set available in the new Dashboard for the alpha verison. This will be visible for a selected customer group only.

Fix

• Fix assigning slots to ended conversations
• Contact profile layout collapsing with long notes
• Facebook channel correct redirect for Dashboard
• Emoji-picker broken + newer composite emojis not rendering correctly
• Do not allow submitting empty chat input

Product update

With our brand new "AI Automation Hub", you can automate all relevant areas of your customer service quickly and easily. This will guarantee you an optimised, seamless customer experience - and save you costs significantly at the same time.

🤖 Userlike AI Automation Hub

• AI Chatbot: Provide customers with the right help faster via website chat and messaging apps with powerful conversational AI
• Smart FAQ: Guide customers to the right answer in a dynamic help page
• Dynamic Contact Form: Answer service requests in the contact form before they are even submitted

Message Center:

• Operator preferences in filtering and ordering will be saved
• Contact detail fields (name, phone, email, etc.) can be managed and expanded even more easily
• Internal conversation emails will now include all given contact details

Chatbots:

• Chatbots can now receive uploaded files via API

Channels & Addons:

• New and faster WhatsApp Business API channel setup
• Hubspot OAuth authentication
• "Lime Go" Addon

Product update

We’ve introduced great new features and even more value to our Team and Corporate customers. Check your Message Center and Dashboard to discover all the options available to you.

Chatbots:

• Your chatbot can now display multiple buttons at the same time
• Chatbots can now create notes that will be included in the conversations you receive

Message Center:

• Improved follow-ups when your operators resume conversations
• The display name can now be set for your file uploads and downloads

Fix

Chatbots:

• Contact messages are no long displayed as system messages, but are included in the conversation

Message Center:

• Added clear phone number placeholders in customer information

Product update

API:

• You can now add notes via the JSON API.

Product update

Channels:

• Automated messages on channels are optional, meaning that you can disable the offline message when your contact reaches out via WhatsApp, for example.

Calls:

• An "operator in call" indicator has been added so that teammates can easily see if their colleague is available or in an active call with a contact.

• Video calls support screen sharing and a blurred background at the same time.

API:

• Version 3 of our JSON API is available, which improves the overall performance. Details can be found in the updated tutorial.

Fix

Message Center:

• No more audio notifications when a conversation reaches its timeout.

• Standard widget topic is set when contacts reply via email.

Product update

Message Center:

• A new push notification system has been implemented making browser notifications more stable and more consistent. Operators can even close the Message Center tab and still get notifications about conversations so they don't miss any chats. This also means that closing the tab is not equivalent to a system logout. To do this, operators still need to click the logout button.

• The new system also improves the connection stability when Userlike is operated in the background.

• New sounds for the inactivity alert replace the old ones.

• Conversations reassigned during inactivity are no longer visible to the original operator.

• Contacts now receive a notification if their conversation is assigned to another operator than the one shown in the welcome message if the initial operator received another conversation in the meantime.

Messenger:

• Different country codes can be set as default when contacts are asked to leave their phone number before starting a chat. For example, to display a UK prefix (+44) instead of a US one (+1) in an English widget, select a "country of use" in the Widget Editor.

• The welcome bubble is now also displayed on mobile devices.

Add-ons:

• Lime Go add-on is now available.

Chatbots:

• You can now define a response delay for API chatbots to make the communication flow more natural.

Fix

• Improved add-on and email dispatches

• Bots are no longer ignored when checking the button visibility

Product update

Message Center:

• The live translation tool now supports Turkish and Indonesian.

Product update

Dashboard:

• Chat macros, i.e. canned responses, are equipped with additional functions. For example, chat macros can now be integrated into the already written text. In addition, macros can be linked to widgets, which is helpful if you have a lot of macros. You can define that certain macros should only be available when conversations come in via a specific widget. By default, macros will be available for all widgets (as before). However, if you want to differentiate in the future, go to Chat Tools > Macro Groups and select widgets for a specific macro group.
• Operators can still see but no longer edit their own profile if their role doesn't include editing rights for operators.

Message Center:

• If you hover over a message, you will see the exact time including seconds. This makes it easier to evaluate the chat quality, as e.g. the exact first response time can be viewed.

• It becomes clearer whether operator or contact wrote the last message by displaying messages from contacts by a small arrow icon.

• It is now possible to blur the background during video calls, and calls can be transferred to a mobile device. This means that an audio or video call is started on the desktop. If it is then necessary to change places in order to show the contact partner a certain product, for example, you can scan a QR code using your mobile phone and start the call on that mobile device.

• Long chatbot bubble options are fully displayed with line breaks.

Messenger:

• If no operator is online, the welcome bubble will display the offline team name and the default widget picture instead.

• If different widgets are used on the same domain, the website visitor will now see the widget integrated on the respective subpage, even if they have already opened the Messenger before.

Fix

• Email notifications are only sent out if the conversation contains an exchange between (bot) operator and contact.
• Human operators are no longer preferred over bot operators when displaying pictures in the welcome bubble.
• Rating can be submitted without free feedback if the rating form was triggered via the command $rating.
• WhatsApp conversations display the locale (country flag) based on the mobile number.
• Filtering for multiple operators at once under "All Conversations" does no longer reload the Message Center.
• Contacts can request transcripts again if the operator sent at least one message in the conversation.

Product update

Message Center:

• New live conversations open immediately in the operator's inbox to save additional clicks and thus increase response times.
• When blocked contacts resume a conversation, the Inactivity Prevention will not trigger anymore.
• After a conversation was set as ended, no automated messages on reassigning will be sent anymore.
• The resolution of the operator picture in audio calls has been improved.
• Colors and operator avatars will be reverted and look the same as before the release on March 4th.
• When in an audio or video call, contacts see the Messenger directly in the tab of the active call so they don't have to switch tabs when they want to send a message.

Fix

Message Center:

• Custom Data set via the API will be displayed in all conversations again.

Widget:

• Widgets connected to an empty operator group are hidden again (given that the setting is active in the Widget Editor).

Chatbots:

• When contacts resume conversations via channels, these conversations will be assigned to the bot again (given that the setting is active in the Widget Editor).
• Chatbot operators are considered again when displaying the welcome bubble.

Addons:

• User info/custom data is always included in EmailTickets.
• The background job which resends addons in case the original attempt failed has been optimized to avoid duplicate tickets.

API:

• The JSON API endpoint returns the correct number of operator slots.

Product update

Analytics:

• When a conversation was started while no operator was available, it counted as "unassigned" in Analytics. Now Userlike checks the assignment when the conversation is set as ended.

Fix

Channels:

• Phone numbers are displayed in all WhatsApp conversations.

Messenger:

• Inactivity Prevention is now also triggered for email replies.
• Links are clickable if they contain commas, hyphens or brackets.

Chatbots:

• The "chatbot forward failed" message will be removed. Instead, only the regular offline message will be shown.
• Chatbots can now forward to human operators when keywords are used on channels.