Categories
Grata

What’s New at Grata

 

The latest updates to the console bring lots of minor bug fixes, security updates, and product optimizations. There are also two new features that are sure to save you a lot of time when chatting with customers: quick reply search and the ability to paste images directly into the chat window.

最新版本的控制台带来了许多针对小bug们的修复、及安全升级和产品优化等新内容。还有两个新功能,肯定会在与客户聊天时为您节省大量时间:搜索快速回复和直接将图片复制粘贴到聊天窗口的功能。

Quick Reply Search

You can now search quick replies by typing # in the console text entry field and entering any search terms.

To send your default reply, just type # + Enter:

搜索快速回复

现在您可以通过在控制台对话框中输入#,并输入任何搜索词来搜索相关快速回复。
发送您的默认回复,只需键入#+ Enter:

After typing #, you can also use the arrow keys to navigate your replies. Change between tabs with the left and right arrows, and use the up and down arrows to move between replies within a tab. Use the enter key to select a reply or the escape key to cancel.


输入#后,也可以使用箭头键来浏览您的回复。用左右箭头在标签之间切换,用上下箭头在标签内的回复之间移动。使用回车键来选择回复,或使用ESC键来取消。

Enter any search terms after the # key to filter replies

在#号键后输入任何搜索词,以过滤回复

To clear the text entry field, PC users can hit Ctrl + Delete and Mac users hit Cmd + Delete.

要清除文本输入字段,PC端用户可以按Ctrl + Delete,Mac用户按Cmd + Delete。

Copy & Paste Images

You can now copy images from other sources and directly paste them into the text entry field to share them with your customer.

复制粘贴图片到对话中


您现在可以从其他来源复制图片,并直接粘贴到对话框中,与您的客户分享。

 

Categories
WeCom

Guide to WeCom

We’ve completely updated our comprehensive Guide to WeCom (formerly known as WeChat Work). Everything you need to quickly understand why WeCom is important, tips for implementing it at your organization, and deep dives into the essential features. Check out the links below to download the full eighty-seven slide presentation.

If you’re unfamiliar with WeCom, think of it like your company having its own version of WeChat: you control who can join your account, what apps your team needs, and just about every other small detail.

The most exciting feature is that WeCom and WeChat are now tightly connected. The latest updates mean your company can:

  • Post to your customers’ WeChat Moments feed from WeCom
  • Send targeted broadcast messages from employees’ WeCom accounts to any segmentation of customers, and
  • Create group chats for WeChat customers that can be managed with live streaming, bots, Mini-Programs, quick replies, and custom app integrations.

We’ve also included a new section in our Guide to WeCom that compares WeCom to its main workplace messaging competitors in China: Alibaba’s DingTalk, ByteDance’s Lark, and new entrant, Huawei’s WeLink.

Download a high-resolution PDF of the Guide to WeCom from Tencent Cloud or Google Drive.

Categories
Grata

What’s New at Grata

Grata’s web chat got a big upgrade recently with a new chat layout option, custom chat icons and buttons, new agent avatars, advanced developer controls, and lots of smaller interface improvements. Web chat has never looked better! We’ve also added new report types on the backend helping you more easily break out your usage by channel.

Grata的网页聊天功能最近有了很大的升级,新的聊天布局选项,自定义聊天图标和按钮,新的客服员头像以及高级开发人员控件。我们还在后端添加了新的报告类型,可帮助您更轻松地按渠道细分使用情况。

 

New Web Chat Layout

Grata clients have a new option for chat layout: instead of aligning all messages on the left, you can now choose to have agent messages left-aligned and the customer’s messages right-aligned. This allows us to remove the “Me” username for customers, freeing up space for another new feature: agent avatars.

Agent Avatars can be set for each individual agent or shared by teams of agents. Below the name field, there is a second line you can use to display the agent’s team, title, or location. Agent Avatars support separate English and Chinese versions.

Here’s a look at the new layout with an agent avatar:

新的聊天页面内容

为您聊天布局提供了一个新选项:您现在可以选择使客服员消息左对齐,而客户消息则右对齐,而不是在左侧对齐所有消息。这使我们能够为客户删除“我”用户名,从而为其他新功能腾出空间:客服员头像。

可以为每一位客服员设置头像或由客服团队共享。在名称字段下方,您还可以使用第二行显示座席的团队,职务或分店等。客服员头像支持单独的英语和中文版本。

这是使用客服员头像的新布局:


 

New Web Chat Buttons

We’ve added lots of fun new button options to ensure you get just the right look on your site. You now have two new options when designing your buttons: 1) upload a custom icon to display on a Grata chat button, or for even more freedom, 2) you can design your own button entirely. For details check out our updated help material here.

We’ve also upgraded support for more Font Awesome icon styles. Select any one of their 7,000+ icons in any color and any one of four styles: light, regular, solid, or duotone. You can update the appearance of your web chat instantly, at any time, and never have to update the code on your site.

新的网页聊天按钮

我们添加了许多新的按钮选项,以确保您在网站上获得正确的外观。现在有两个新选项允许您上传自定义图标以显示在Grata聊天按钮上,或者为了获得更大的自由度,您可以完全设计自己的按钮。请点击这里查看我们更新的相关帮助材料.

我们还升级了对更多Font Awesome图标样式的支持。选择7,000多种颜色中的任意一种以及四种样式中的任意一种:light (浅色),regular (常规),solid (纯色)或 duotone (双色)调:


 

Web Chat Developer Tools

Did you know that any button or icon on your website can be used to launch Grata chat? If you would prefer to control the presentation of Grata, you can use your own button to replace Grata, or in addition to Grata’s button. Several clients, for example, use this on their “Contact Us” page.

To support this feature we have a new developer feature that notifies your site as soon as Grata finishes loading so you only reveal your chat button at the right time.

We also have developer features to move the Grata button for a specific page or specific event, and to reveal or hide Grata based on your own logic. Find out more in our help center article on web chat developer tools.

网页聊天开发者控件

您是否知道您网站上的任何按钮或图标均可用于启动Grata聊天?如果您希望控制Grata的显示逻辑,则可以使用自己的按钮来替换Grata或将它除外。我们一些客户例如,在其“联系我们”页面上使用此功能。

为了支持此功能,我们提供了一项新开发者功能,该功能可在Grata一完成加载时就告诉您的网站,因此您仅在正确的时间显示您的按钮。

我们还具有开发者功能,可为特定页面或特定事件移动Grata按钮,并根据您自己的逻辑显示或隐藏Grata。在我们帮助中心有关 网页聊天开发者控件的文章中找到更多信息。
 

New Report Types

Grata users with multiple channels (eg. web chat, WeChat Official Accounts, Mini-Programs, etc.) will appreciate that we now break out reports for each channel. Your overview report will continue to give you your combined contact center data on your number of chats serviced, users serviced, and chat types, while channel-specific reports will help you segment the data by channel.

You’ll find your WeChat Official Account follower data now in your WeChat report. And we’re reporting new data in the web chat report that shows you how many unique users clicked on web chat. You can compare that to how many users started a chat to see how your chat interface and welcome greeting are doing converting web site visitors to chats.

新报告类型

有多个渠道的Grata客户(例如:网页聊天,微信公众号,小程序等),我们现在会在每个渠道上提供独立的报告,我们将对此表示赞赏。您的概观报告将继续为您提供有关聊天次数,用户数以及聊天类型的组合联络中心数据,而针对特定渠道的报告将帮助您按渠道对数据进行细分。

您现在可以在微信报告中找到您的微信公众号关注者数据。我们正在网页聊天报告中报告新数据,该数据向您显示有多少唯一用户点击了网络聊天。您可以将发起聊天与查看您的聊天界面和欢迎问候语如何将网站访问者转换为聊天的用户数进行比较。
 

Other Updates & Bug Fixes

  • Tons of optimizations to web chat interface for tablets, mobile image upload, UC Browser, IE 11, and iOS Safari
  • Upgraded password policy complexity and encryption techniques on passwords and personally-identifying information to the latest standards
  • Resolved a UI bug with the console quick reply menu positioning and second-level buttons
  • Squashed lots of bugs on the admin backend

其他更新和错误修复

  • 针对平板电脑,手机图像上传,UC浏览器,IE11和iOS Safari的网页聊天界面进行了大量优化
  • 升级的密码策略复杂性和密码以及个人识别信息的加密技术达到最新标准
  • 通过控制台快速回复菜单定位和在第二级按钮解决了一个界面错误
  • 在管理员后端压入了很多错误

If you have any feedback on new features you want or just something that you’d like us to do better, please contact us at anytime by email info@grata.co or send us a message on WeChat @grata_co by scanning the QR code below:
如果您对新功能有任何反馈,或者您是希望我们做得更好,请随时通过电子邮件info@grata与我们联系。或者用微信给我们留言@grata_co:

We ❤️ feedback

Categories
Messaging

Global Messaging Trends 2019

Photo by Mavindu R. Kariyawasam

Grata had the honor of giving our fourth keynote presentation on Global Messaging Trends at China Chat Shanghai on September 19th. We love giving this talk as it helps us take our WeChat blinders off and really look around at what’s happening outside of China. It’s also encouraging that the thesis we’ve been making over the years — that we are on an inevitable trajectory towards devices with always-on voice and visual input/output that has profound implications for messaging — looks to be on an accelerating trend.

Our high-level overview of the messaging industry touches on

  • The current crisis in disinformation, privacy, and security in social media,
  • Our prediction that voice will inevitably take over as our preferred method to interact with our devices,
  • Our prediction that smart glasses will no longer seem so strange after Amazon, and more so, Apple enter the market,
  • Updates on what’s happening at Snap, Facebook, Microsoft, Google, Telegram,  Apple, et al

Download a high-resolution PDF of all sixty-six slides from Tencent Cloud or Google Slides.

Categories
WeCom

What’s new in WeChat Work v2.8.8

The latest update to WeChat Work (WCW) adds an early version of chatbots, enhancements to customer broadcast messaging, and a somewhat gimmicky email signature applet, among lots of smaller updates. You can read the original posts in Chinese for the updates discussed in this post for the admin backend for v2.8.8v2.8.7, and v2.8.5, as well as the user apps v2.8.7 and v2.8.5.

Chatbots

The biggest recent product announcement is the addition of chatbots to WCW group chats; though the initial feature set is still pretty basic.

Example bots: Feedback bot and Executive Assistant

Admin users can enable chatbots from the WCW backend and whitelist employees who are permitted to add chatbots to a group chat.

Managing bots on the WCW backend

Currently WCW only appears to be publishing the developer webhooks to enable you to manually connect your own services as a bot. We  can safely assume a third-party marketplace for bots is coming.

Once you or colleagues have added bots, you can then easily add them to group chats from the desktop or mobile WCW apps.

Add a bot from the desktop app. Example bots: training bot, weather bot, executive assistant bot.

Or add a bot from the mobile app

WeChat Work Customers

While incremental, the updates to WeChat Work Customers are more immediately exciting. The powerful feature to push personalized broadcast messaging through employees to their customers now supports advanced segmentation on customers and more content types: images, link cards, and mini-program cards.

Push new product MP page announcements through employees directly to a segmentation of their customer contacts

When employees chat with customers in WeChat Work, they have access to their own stored Quick Replies. Now brands can manage shared FAQ content alongside an employee’s own stored answered.

 

iPad User Interface

The iPad app got an all-new interface in the 2.8.5 update. It now supports split-screen mode while simultaneously using another app. With 2.8.7 you can now drag-and-drop files shared in WeChat directly into WeChat Work.

Drag-and-drop content from WeChat to WCW

Email Signature Snippet

The only new feature released with 2.8.8 is a small code snippet that you can use to add a link to your external contact QR code to your email signature. Customers or suppliers can scan your external code in either WeChat or WCW to add you as a business contact.

To enable it, click on your Business Card from the WCW app and select the new option at the bottom right to “Set as Email Signature”.

 

New “Set as email signature” feature

The snippet adds a pretty basic “business card” to your email signature that opens a new tab in the user’s browser when clicked.

 

Other Updates

In internal group chats, the group admin can now enable/disable the ability for users to @all whenever needed.

 

Mini-Programs can be shared before publishing, as a demo, to WeChat Work users for testing.

Group-level admin users can be designated to automatically receive admin rights over all sub-groups of the group.

There is a new class of admin rights to designate a user as an “app admin“. App admin can be granted  permission to send and receive app messages, both one-to-one and broadcast messages. Admin can use the WCW desktop app to send messages without having to login to the WCW backend.

 

Designate “app admin” who can send and receive messages with a WCW app

Admin can now designate some employee contact details as protected. If an employee needs to, say, view a protected phone number of an employee, the action to view the number will be logged, to prevent leaks of employee data.

 

The Approvals App now has a nifty history button. When reviewing, for example, an employee’s leave request, tap the history button to see their current and previous leave requests for context.

 

The Punch In/Out App gets several updates to help employers more granularly manage their work schedules and rules. Admin can now set custom behaviors when employees attempt to punch in from outside the office, designating these events as normal or abnormal in reports, or block the employee entirely from clocking in outside of the office (using GPS radius or wifi signal). Employees with exceptions to the rule can be whitelisted.

 

 

Admin can also now customize the amount of time an employee is allowed to punch-in late, and similary the amount of time an employee can punch-out early.

 

Finally, the number of shifts an organization can manage on the Punch In/Out backend has increased to fifty.

Connect Official Accounts to WeChat Work

Install Grata’s apps in your WeChat Work account to connect customers on your WeChat subscription and service apps to your mobile workforce for on-demand customer service and sales. More details at grata.cn or check out Grata’s comprehensive bilingual Guide to WeChat Work.

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