What have our partners gotten with the last Watchers' release.

Tools for fast and easy customization, a system for effective support for chat users

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 with the service on the partners’ side.So, at the last Release (11.8.23), we added tools for partners to set chats and their service to customize service on the partner’s side and try different options for visualization of chats. We added the internal system to set the support for chat users. Also, started to provide AI moderation based on ML models.<h3>Customization tools</h3>The latest Release covers the area of visual customization. Since now, our partners can customize 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 <a href="https://watchers.notion.site/Customization-of-the-service-ac721d68c3b74fd4a73a16a5416cf469?pvs=4" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(74, 110, 224);">here</a>.Also, partners can set constituent elements for chats on their side, allowing them to react to the feedback and chats’ results much faster. So, it’s possible to show or hide a user counter, chat rules before an entry to the chat, profile settings button, and other additional elements. Also, partners can add new reactions to messages, change a preloader, and upload new animated reactions. So, keep chats up to date easily.<h3>Support section</h3>The admin panel has got a new section—Technical Supports Requests.&nbsp;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 the process of 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 on 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. Fill in the form below to start work with these and other socialization tools opportunities today!

Our solution has been updating non-stop to make your experience and your end-users' journey excellent and bright. We’ve gathered all essential updates made during the last quarter to improve our partners' and end-users' experience.

Webhooks for push-notifications, tools for sharing screen, autotranslation, and personalised marketing pop-ups—read about Watchers last released features and try integrated community chats today

All Watchers' new features for the last quarter: Try and enjoy

<h2>New in UX</h2><h3>Threads&nbsp;</h3>Threads allow users to communicate with each other, save meaningful context, and organize dialogues conveniently. They encourage meaningful discussions without distracting other participants in a chat. Additionally, they provide users with a way to gain more clarity without starting personal texting.<img src="https://watchersweb-prod.s3.eu-central-1.amazonaws.com/9775d2b7-c6a5-4dab-a9b1-c9022b7b8e67.png"><h3>Autotranslation in chat&nbsp;</h3>Users can choose the language in which they want to read messages and activate it with a click. This feature allows users to feel comfortable in multilingual chats and enables you to provide one common chat for all language groups of users.﻿﻿﻿<img src="https://watchersweb-prod.s3.eu-central-1.amazonaws.com/fa5b8aa8-5981-4c45-82fd-a2d6534bf7e9.png"><h3>Sharing presentations and other visual materials during audio streams</h3>If you provide audio streams in chats, hosts of such streams can share their screens with any visual materials. This can be crucial for domains like stock trading, where influencers prefer to illustrate their strategies.<h2>New features</h2><h3>Personalised pop-ups&nbsp;</h3>We've added a tool for sending marketing offers or announcements in a chat. You can customise your pop-ups (both their visual part and how they are sent to users). You can also link this tool with your CRM system and personalise these pop-ups based on API. <a href="https://watchers.io/post/personalised-marketing-offers" rel="noopener noreferrer" target="_blank" style="background-color: transparent;">Learn more about the feature.</a><img src="https://watchersweb-prod.s3.eu-central-1.amazonaws.com/94efde46-80bc-48db-aaf8-8550346082eb.png"><h3>AI tools for semantic analysis of messages&nbsp;</h3>You can perform semantic analysis of users’ messages through the admin panel with our AI tools based on Open AI. You just need to provide the correct prompt and add messages that can be exported from the admin panel as well. If you want a deeper semantic analysis made by our specialists with insights, examples, expert comments, and visual graphs, we will be happy to provide it.<img src="https://watchersweb-prod.s3.eu-central-1.amazonaws.com/fa346425-361e-405b-9889-4742c615978f.png"><h3>Automatic posting of messages to empty chats&nbsp;</h3>If you want to prevent users’ fear of empty chats (sometimes people don’t like to be the first to start a conversation), you can set up automatic sending of messages to a chat. These messages can be localised to different messages; also, you can choose a delay for sending and the type of chats. <a href="https://watchers.io/post/multilingual-community-chat" rel="noopener noreferrer" target="_blank" style="background-color: transparent;">Learn more about the feature.</a><h3>BigWin Widget&nbsp;</h3>This widget works perfectly for iGaming platforms. If you want to send announcements in a chat about big winnings, just set it up to encourage users to engage in games more.<h2>Updates in the back office</h2>&gt;Dark mode of the admin panel for comfortable usage of the service&gt;History of message corrections If users edit their messages, moderators see a specific mark on the message and can also check all edits.&gt;Descriptions for all admin panel sections to help you navigate easily<h2>Small improvements and tech stack</h2><ul><li>Webhooks for transmitting events to your side help you build a system for additional features, such as push notifications about new replies to the user’s message in a chat.</li><li>Opportunity to customise colours of badges for users.</li><li>Added decrypted userIDs to the data export of users and messages.</li><li>Opportunity to ban users from the list of chat participants, not only through the context menu of messages.</li><li>Added links to the documentation scope in the admin panel to help you find all necessary information easily.</li><li>There are distinct toggles for allowing users to change avatars and nicknames. Now, you can allow users to change only avatars or nicknames or restrict both parameters.</li><li>Opportunity to restrict users from sending all links in a chat. This can be set through a toggle as well.</li><li>We combined all language settings into one page.</li><li>All settings for live streams on the platform are also gathered on the same page.</li><li>API for external creation of rooms with specific room IDs.</li></ul><h3 class="ql-align-center">***</h3>If you need help with activation or usage of any of these features, please connect with us. Also, we are happy to get your feedback!

Ensuring trust and safety in online environments is paramount in today’s digital age. We constantly develop moderation systems to guarantee a pleasant user experience without any issues. Our moderation system contains four layers and is suitable for 

AI tools for moderation to protect your users and make integrated community chats safe are great, but when they work together with users' moderation tools and convenient back office for in-flight human moderation, it becomes just the best solution

A four-layer moderation system for your chats: stops lists, AI moderation, tools for in-flight, and users’ reports

We consider differences between all these domains and set the system suitable for all of these industries, allowing users to feel comfortable and free at the same time.<h3>Four levels of moderation and a bit more</h3>Stop lists, masks, and extra restrictions for the spam-free areaThe first moderation layer is based on lists of words, phrases, and links. It is the simplest yet effective way to prevent users from sending generally violent lexicon or competitors' names. To prevent spam, you can restrict the sending of any links to a chat; to prevent sharing private data—any phone numbers. We also mask phone numbers and bank card numbers to protect users from fraud.The benefit of stop lists is that they can be updated at any time—it is possible to add new items after the launch. The default stop lists are prepared for different languages and activated when we receive the GET parameter with the user interface language.AI tools based on OpenAI suitable for the majority of languagesThe AI moderation system checks all messages sent to a chat in 10 ms. It automatically takes predetermined moderation actions when it detects content that matches criteria set in rules, such as profanity, hate speech, sexual content, self-harm, etc. You can turn on the automatic hiding of messages, and the tool will automatically hide all messages that match the criteria, with a mark indicating the reason for hiding. Additionally, the AI tool flags such messages on the admin panel, allowing human moderators and admins to focus on rule breakers who posted these messages or even send such issues to the CRM system.This tool can be used for preventing self-harm, for example, in the context of responsible betting. If the system finds messages that can be interpreted as potential self-harm content, such messages can be sent to the CRM system for a ticket to resolve the issue, possibly blocking access to betting. For responsible betting, chats can be crucial because the main platform sees what is really happening with users and what they have on their minds. Moderation helps you keep chats clean while staying in touch with users and always knowing what they want, doubt, plan, and think about your platform.<img src="https://watchersweb-prod.s3.eu-central-1.amazonaws.com/3ba8c9ae-fbde-4cda-9508-f2e96fbfa00f.png">Users’ moderationUsing social media, people have become accustomed to making their personal space comfortable and friendly. If people see offensive messages, they tend to report such content, delete inappropriate posts and comments, and block their authors from their feeds and private space. So, we allow users to report messages and rule breakers and hide and block them. Users can block other users if they don’t like each other. Both can continue to communicate in a chat but won’t see each other's messages.Tools for human in-flight moderationThe first three layers cover 95% of violations in a chat, but if you want a 100% clean chat, we provide comfortable and convenient tools for in-flight moderation. Moderators can hide messages, see AI flags, ban users, and check how often particular users break the rules. Moderators also review user reports and transmit technical issues to the CRM system, which helps users feel safe on different levels.<h3>All levels are responsible for different benefits and advantages</h3>Pre-moderation is easily customized. Platforms can tailor their own rules to fit community standards and cultural sensitivities, considering habits and possible violations on the platform. AI tools support scalability: it doesn’t matter how many users and messages are gathered on the platform; AI processes all content at the same speed and with the same high quality. AI helps to reduce routine tasks for human moderators by handling violations of the same type, allowing human moderators to focus on more difficult tasks or nuances. AI, combined with in-flight moderation, enables real-time moderation, ensuring users do not encounter any violations in the chat, as all examples of profanity are caught by AI or human intervention.Coverage for all nuances: users’ moderation tools protect individual preferences and help them maintain a good mood. If someone cheers for a different football team, users can simply hide such fans for themselves, and everyone is content.<img src="https://watchersweb-prod.s3.eu-central-1.amazonaws.com/a82cb364-9309-4f2a-b185-522c8e38bdf1.png"><h3>What about chat rules?</h3>We have a default scope of chat rules that are universal for all domains and platforms; however, they can be customized for each platform along with the settings of AI tools. Regular chat rules include the following restrictions:What is prohibited?- Obscene and inappropriate language, socially inappropriate/unacceptable words or phrases, as well as abuse, swearing, and hostile remarksCursing, vulgar and offensive language aimed at denigrating the honour and dignity of other users are all prohibited. By hostile remarks, we mean messages aimed at offending people because of their race or ethnicity, nationality, religion, disability or illness, sex, gender identity, or sexual orientation.- Aggressive or degrading statements, harmful stereotypes, and statements referring to the inferiority of others are prohibited. Harmful stereotypes, by which we mean degrading comparisons, are not permitted. Speech that degrades human dignity through comparison, generalization, or behaviour description is also forbidden.- Flooding and advertisements- Threats- Private dataIt is forbidden to send phone numbers, addresses, IDs, any other document data, bank card details, etc.—whether users' own data or that of others.- Fraud and begging- Cybersecurity breachesAny attempts to gather users’ confidential information or data or to gain unauthorized access to a service, product, or platform are forbidden.- Nicknames/usernames that contain anything that is restricted by any of these rules are forbidden. Also, you can activate a tool that will check users' nicknames from the main platform’s profiles.- Political and sexualized provocationsPropaganda and any provocative content are forbidden.<h3>Threshold for violations</h3>All of these topics and threads can be settings specifically for AI tools. The default threshold for marking such a message is 75%. This means that if AI tools are 75% certain about the existence of one of the threats in a message, it will be flagged and, if suitable, hidden automatically. However, if you have a thread that is more sensitive for your platform, you can decrease the entry threshold for such a violation and flag it even with 30 or 40% certainty. So, if even a hint of sexual issues or self-harm is inappropriate, add the low threshold for these topics, and AI will catch all possible variations and even veiled messages in this area.