What’s New at Grata

Check out recent updates to Grata’s live chat software, including URL tracking, new WeChat follower greeting options, enhancements for Mini-Program chat, and real-time pageview tracking for web chat.
下面是对Grata的最新更新,包括URL跟踪、新的微信关注者问候语选项、小程序聊天功能增强以及网页版聊天的实时跟踪。

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:
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

URL Tracking Manager

If you use UTM parameters to track the sources of your web traffic and performance of campaigns, we’ve now made that a lot easier to manage for links shared from Grata. Easily setup parameters on your Grata backend and we will dynamically append each link card, Mini-Program card, URLs in your quick replies, and any URL of your domain an agent types into the console with parameters noting which channel, which agent, and what type of content was shared.

We have clients already tracking products recommended in a live chat conversation through to purchase and paying commissions to agents based on sales. Check out the relevant new fields on the Team, WeChat, and web chat pages, as well as a new Tracking page to manage default parameters by content source.

链接跟踪管理

如果您使用UTM参数来跟踪网络流量来源和广告系列的效果,我们现在可以更轻松地管理从Grata共享的链接。在Grata后端轻松设置参数,我们将动态地将每个链接卡,小程序消息,快速回答中的链接以及客服员类型的任何链接附加到控制台中,并附带参数,指出哪个渠道,哪个客服员以及哪种类型的内容被分享了。我们已经设置客户来跟踪在实时聊天对话中推荐的产品,以购买并向客服员支付佣金。

查看Grata后台团队,微信,和网页聊天页面上的相关新内容,以及新的跟踪页面,以按内容源管理默认参数。
 


WeChat New Follower Greetings

The basic WeChat backend only lets you save one greeting message, sent whenever someone follows your account. Articles and Mini-Program cards are not supported. Grata has updated our Greeting page to store up to five multilingual greetings, including any mix of text, images, articles, and Mini-Program cards. Are you a hotel with a booking MP? Retail brand running an MP campaign? This is an excellent opportunity to get visibility for your MP.

The new follower event is usually your peak engagement with a user and your best opportunity to introduce your value proposition, your call-to-action, and the services you provide. It’s a great time to tell them 1) they can contact your team on WeChat, 2) when you are online, and 3) some suggested use-cases with which your team can provide assistance. Check out the updated help center content for more detailed instructions.

微信新关注者问候语

微信新关注者问候微信后端只允许您保存一个问候消息。当有人关注您的公众号时也并不支持卡片文章和小程序。Grata已经更新了问候语页面,以存储多达五种多语言的问候语,包括文本、图片、文章和小程序的任何组合。

新关注者事件通常是您与用户的最高参与度,也是介绍您的价值主张、您的行动呼吁和您提供的服务的最佳机会。这是一个告诉他们当您在线时他们可以通过微信联系您的团队,以及您的团队可以提供帮助的一些建议用例。查看更新的帮助中心内容以获得更详细的说明。

 


Mini-Program Service Chats

We’ve rounded out our MP service chat features with support for users to share a screenshot of the current MP page when they start a chat. If you’ve already linked your MPs to Grata, you just need to add “show-message-card=’true'” to your start chat buttons to use the new feature. Whenever an MP user clicks your chat button, they’ll briefly be presented the option to share a screenshot of the page they were on to help agents understand the context.

It’s now easier than ever to add chat support to your WeChat Mini-Programs. Check out our help center content for instructions on how to get started. With Grata you can drag-and-drop links to your MPs from within any WeChat Official Account or MP Service Chat. You can also add links to your MPs in the menu editor or send featured MP cards when users follow your account.

小程序客服

我们通过一项新功能完善了手机服务聊天支持,以提示用户在开始聊天时共享当前微信小程序页面的屏幕截图。 如果您已将微信小程序与Grata相关联,则只需在开始聊天按钮中添加“show-message-card =’true’”即可使用新功能。 每当微信小程序用户点击您的聊天按钮时,都将简单地向他们展示共享所在页面的屏幕截图的选项,以帮助客服员了解上下文。

现在比以往更容易为微信小程序添加聊天支持。 查看我们的帮助中心内容,了解如何运用。 使用Grata,您可以将链接拖放到任何微信公众号或微信小程序服务聊天中去。 您还可以在菜单编辑器中添加指向微信小程序的链接,或者在用户关注您的公众号时发送精选的微信小程序。

 


Web chat pageview tracking

We’ve added a new tab in the console for web chat users to display their current page and browsing history on the site. The Tracker tab loads as the default tab when agents open a chat with a web chat user. Agents will see all browsing history since the user last cleared their cache/cookies, and the Tracker will update in real-time as the user navigates to new pages during the chat.

网页聊天用户浏览历史

我们在控制台中添加了一个新标签,用于网页版聊天用户在站点上显示当前页面和浏览历史页面。当客服员开启与网页版用户的聊天时,Tracker选项卡作为默认选项卡加载。客服员将看到自用户上次清除缓存/cookie以来的所有浏览历史记录,用户在聊天期间跳转到新页面时Tracker选项也将实时更新。
 


Other Updates & Bug Fixes

  • Fixed a bug that was causing some Reporting Subscriptions to fail. Manage your weekly and monthly reports from the Subscriptions tab on the Reporting page.
  • We’ve updated the Average Wait Time and Service Level metrics on your Grata dashboard to exclude chats that come from outside your business hours. (Calculations in Report exports have always excluded offline chats.)
  • Customer Satisfaction Surveys have been updated to get sent to users as one card to fit with new WeChat Platform policies.
  • We’ve updated Grata’s web chat files to be delivered by CDN for a slight performance boost. You can update the web chat code snippet on your site to load from cdn.grata.cn instead of www.grata.cn

其他更新和错误修复

  • 修复了导致某些报表订阅失败的错误。从报告页面上的订阅选项卡管理您的每周和每月报告。
  • 我们更新了信息中心的平均等待时间和服务水平指标,以排除来自营业时间之外的聊天。(导出的报告中的计算始终排除脱机聊天。)
  • 客户满意度调查已更新,以便作为图文消息发送给用户,以符合新的微信平台政策。
  • 我们更新了由CDN提供的Grata网络聊天文件,以提高性能。您可以更新您网站上的网络聊天代码段,以便从cdn.grata.cn而非www.grata.cn加载。

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