We're excited to share the latest improvements to RemOnline’s Chats module as we continue enhancing our communication tools.
What’s New
These new features will improve your experience with Chats in RemOnline:
Assigning chats to specific employees
Automatic chat linking to clients by phone numbers
Filtering chats by communication channels
Enhanced chat statuses
Let’s dive into the details so you’re up-to-date on your newest capabilities.
Assigning Chats to Employees
Previously, you could manage employee access to chats from various channels. Now, you can take it a step further—assign specific chats to individual employees. This means every chat can now have a responsible manager, ensuring someone is always attending to your clients’ needs.
Assigning chats is easy. Any employee with access to a channel can assign a chat to themselves or designate a colleague. Each chat has a field indicating if it’s unassigned or assigned to a particular employee. Just click this field to select an assignee, and all assignment changes are recorded in the chat’s feed.
Moreover, you can filter chats by assigned employees, allowing you to quickly find unassigned conversations or identify those assigned to you in just one click.
Filtering Chats by Channels
In addition to filtering by assigned employees, you can now filter chats by communication channels. This is especially useful if you manage multiple channels but need to focus on one at a time.
Automatic Linking of Chats to Clients by Phone Numbers
The Chats module supports WhatsApp, SMS by Twilio, Viber, and Telegram, and it now links chats to clients automatically based on phone numbers. If a client’s phone number matches one in your database, their chats will link to their profile automatically, saving you the trouble of manual linking.
If there are multiple clients with the same phone number, the chat will link to the client with the most recent order, lead, estimate, or sale.
Enhanced Chat Statuses
To give you more context while managing chats, we’ve introduced a new way to identify unread and pending messages:
Chats that haven’t been read yet are marked with a blue dot.
Chats that have been read but are waiting for a response are marked with a gray dot.
Note that the counter in the left-side menu still only shows the number of chats waiting for a response, even if they’ve been read.
What’s Coming Next for Chats
We’re already working on new features for the Chats module:
Support for Instagram and Facebook post comments
Message templates for quick replies
Stay tuned for these upcoming improvements! If you have any questions or feedback regarding this update or RemOnline in general, don’t hesitate to reach out to our Support team.