Update: SalesIQ Now lets you Continue Closed Chats from Multiple Instant Messaging Platforms

Update: SalesIQ Now lets you Continue Closed Chats from Multiple Instant Messaging Platforms

Hi everyone,

Guess what! We have some news. 

You can now reopen customer chats from different messaging channels on SalesIQ. Yes, we know you've been anticipating this, and we've delivered! This update is designed to make your customer support experience even more smoother and efficient, ensuring you can follow up with customers as and when you want.


What you need to know?

Before:

We had previously supported reopening of chats only for the WhatApp channel. 
  • This included text message reopening which was possible within 24 hours of the last message.
  • After the 24-hour period, you’ll need to use the approved message templates to re-engage with customers. (Templates can also be used during the first 24 hours.)
And, for the other channels, reopening chats was not supported previously.

What's changed?

  • Here’s the good news! For LINE, Instagram, and Telegram, there is no time limit for reopening chats. You can go back to any conversation, no matter when it was closed, and pick up right where you left off. This provides maximum flexibility for your support team to follow up as needed. 
  • For Facebook, you can reopen chats within 7 days of the visitor's last message. After this 7-day window, chats cannot be reopened. This still gives you plenty of time to reconnect with your customers.
  • No changes have been made for the reopening of WhatsApp chats.
Info
Note: At this time, chat reopening is not supported for chats from WeChat. We’re actively working on expanding support for WeChat, so stay tuned for future updates!

Why is this update needed?

This update offers more control over customer conversations, allowing you to stay connected and provide support the necessary support as needed. Whether you need to follow up on an inquiry or reopen a discussion, this feature streamlines your workflow and ensures you meet customer needs on their preferred channels.

We know that providing timely and efficient customer support is key to building strong relationships, and these changes will make it easier for you to do just that.

Do let us know what you think of this update, and as always, our team is here to help if you need assistance or have any questions. 

Warm regards,
Hameetha

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