14 August 2023
Fast and easy customisation, and effective support for chat users
What have our partners gotten with the last Watchers' release.
For us, it’s crucial to improve user experience and to help our partners to become love brands. Not everything in this improving process connects not only with the users’ interface but also with the service on the partners’ side.
So, in the last Release (11.8.23), we added tools for partners to set chats and their service, customise service on the partner’s side, and try different options for visualisation of chats. We also added an internal system to set support for chat users. We also started providing AI moderation based on ML models.
Customisation tools
The latest Release covers visual customisation. Our partners can now customise chats through the admin panel with the help of Figma. It’s an easy process that any designer can do. Our partners can find the tutorial here.
Partners can also set constituent elements for chats on their side, allowing them to react to feedback and chat results much faster. For example, it’s possible to show or hide a user counter, chat rules before an entry to the chat, a profile settings button, and other additional elements. Partners can also add new reactions to messages, change a preloader, and upload new animated reactions, so they can easily keep chats up to date.
Support section
The admin panel has a new section, Technical Support Requests.
Usually, users don’t like to write letters to a support email. If they go to a support chat, it means they are on the edge, and their experience was crushed. But the first step in facing a tech issue is sharing with other users: “It doesn’t work,” “Is this only my problem?” “Guys, girls, who have the same issue?”
To help partners get these early signals and solve issues in the first steps, we added the opportunity for moderators to send messages of this type directly to the support. It’s faster and better than waiting when users are so profoundly disappointed that they decide to go to the support themselves.
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