Decrease time spent on routine customer inquiries and prioritize meaningful conversations using Channel Talk's Support bot.

Support Bot

The Operation add-on streamlines processes by automating repetitive tasks and offers valuable insights for business growth through chat analysis.

Operation

Initiate communication with your customers through the powerful and user-friendly marketing feature of Channel Talk.

Marketing

Simplify customer service and internal collaboration by using Channel Talk's Team Chat for both customer interactions and team communication.

Team Chat

Explore the pricing options and subscription methods available on Channel Talk, and select a plan that suits the needs of your business.

Billing & Subscription

Introducing AI features that help you reduce repetitive inquiries and focus on what is truly important to your team.

NaverTalk

Streamline customer support by connecting your email inbox to Channel Talk, allowing you to manage inquiries in a single platform. And to provide a personalized experience, you change the sender's email address through email DNS settings.

Email

Kakao

Link your Instagram to handle direct messages from customers and promote your brand with new Instagram posts through Channel Talk.

Instagram

Streamline customer interactions across multiple platforms by integrating external services with Channel Talk.

Integrations

Basic chat settings are gathered here. You can create a greeting message or set your operating hours.

Chat Settings

Customize the Channel Talk plugin and chat lounge to reflect your brand and connect with customers.

General Settings

Apply your company's existing team structure to Channel Talk as well. Invite team members to the channel, group them according to purpose, and enhance communication efficiency.

Teammates

Learn how to set up Channel Talk, from channel profile to security settings.

Settings

Channel Talk can be easily installed on your homepage. Simply follow the provided installation guide to set up the Channel Talk plug-in and start communicating with your customers.

Installation

A successful CRM strategy begins with understanding your customers. Easily locate and manage your regular customers using the Contacts feature on Channel Talk.

Effective communication with customers is key to growing your business. Discover how to connect with them using Channel Talk

Live Chat

Are you new to Channel Talk? This article is just for you!

Getting Started

Call

meet-call

What is the campaign message?It is a feature that automatically sends marketing messages by identifying specific actions (events) of target customers on the website where Channel Talk is installed.Campaign Operation processPlease remember the 3 steps below to understand the operation process.Customer information is checked at each step. At each stage, if the target audience is not met, the message is not sent.TriggerSet the conditions (events) for the campaign to start. If the condition is satisfied, it moves on to the ‘Process’ stage(Learn more about events).E.g.) A start event has occurred when the customer enters the website and views a page, or the customer clicks the shopping cart button.When a start event occurs, the system checks whether the target audience information is matched.ProcessDelay time(waiting time)Once the trigger event is met, we call it a process that counts the delay time(waiting time) before sending campaign messages to the target audience.If set to [Immediate], when the start event is satisfied, it goes to the sending stage immediately.Additional eventWe can add an additional event filter during delay time to send the campaign message. we go to the next step only when specific events occur or do not occur.E.g.) Send messages about a coupon discount if the customer does not purchase within 7 days after signing upIn each process step, the system checks whether the target audience information is matched.SendSet when and how to send a message if the preceding conditions are satisfied. The message will send to the target audience.E.g.) Send a message every Monday at 9 am if the customer hasn’t purchased anything for 2 weeks after signing up.In this step, the system checks whether the target audience information is matched before sending out the campaign message. If the target audience information is not matched, the message will not send.E.g.) If a customer reached 1 session when the start event occurred and reached to 2 sessions just before sending the message out, the campaign message is not going to send to the A customer.How to send the campaign messages?It is a process of sending a one-time message automatically to your customers when certain actions are made by them after visiting the website. You may refer to how to set up a one-time message.Choose your message delivery methodYou can deliver the message via Channel Talk or SMS.Compose a messageA space to compose a message to be sent as a campaign message. Send messages using images, videos, etc. as well as text.A/B TestYou can check which message works best under the same conditions through A/B testing.You can set up to 4 in total, and they are sent randomly.Find your target audienceSelect whom you want to send one-time messages to.The customer’s online/offline status will be determined at the time of sending messages, and the message delivery method will be changed as below depending on the status;Customer contact information on file and online: Message delivers via Channel Talk chatCustomer contact information on file but offline: Message delivers via Channel Talk chat + Text + EmailCustomers without contact information: Message delivers only via Channel Talk chatTrigger eventSet the conditions for the campaign to start. (Learn more about the event)Example 1) When the customer completed the sign-up process:If your website’s sign-up page URL contains signup(e.g. abc.com/signup/123), you can set the trigger event as;[PageView] + [URL contains sign up]Example 2) When the ad link contains a UTM variable:If the website address contains UTM value(e.g. www.siteaddress.com/utm_source=google&amp;utm_&amp;utm_term=&amp;gclid=CjwKCA), you can include a specific UTM value.[PageView] + [URL contains google]Delay timeIf you set the delay time, the message will not send immediately to the target audience. After the start event occurred, the message will send after the delay time has passed.Additional eventIf you use the additional event filter, the system tracks whether the customer who completed the start event did or did not complete an additional event action during the delay time.By using the additional event filter, you can send a message if there is no purchase within 1 day after placing an order, or send a message if a purchase is made within 3 days of viewing page A.Even if an additional event occurs, the message will send after the delay time. For example, let&#39;s say you want to send a message to a customer who completes a purchase within 3 days of viewing page A. Even if the purchase completion event occurs on the first day, the message will send after 3 days which is set as a delay time.Set up operationsSet when and how to send a message to the target audience who met the above conditions.RepetitionCampaign messages will send once only if the repetition setting is off.When the repetition is on, your customers can get the same message again.The minimum cool-down period is 24 hours.Scheduling start and end dateThe campaign will be active during the time you set.The campaign will be active immediately if you don&#39;t set a start time, and it will be continuously active until you manually turn it off.Delete unviewed messagesYou have the option to enable automatic deletion of unviewed messages.This means that when a campaign comes to an end (either at its scheduled end date or through manual intervention), any messages that the recipient has not yet read will be automatically deleted.Even if the recipient clicks the &#34;Mark as read&#34; button in the Channel Talk Lounge without reading individual messages, those messages will still be deleted automatically.Messages in bubble form and texts are considered viewed only when the chat window is opened, while full-screen forms and emails are considered viewed even without opening the chat window. If a customer sees a message after one week from the time it is sent, it is not counted as viewed.Set time &amp; dateIf you set a specific time, the message will be sent at the time you set.If it is outside the set time, the message will be sent after the available time for sending.E.g) If you set it to send during operating hours and the customer completes the start event during non-operating hours, the message is not going to send immediately. The message will send during the next operating hours.If you want to set a different time zone to send the campaign message, use a custom time.Channel time zone: The message will be sent out based on the channel time zone.(To set the channel’s time zone, go to channel profile setting)Recipient time zone: The message will be sent out based on the recipient’s time zone. If there is no recipient’s time zone information, the message will be sent out based on the channel time zone. If the recipient&#39;s time has passed the scheduled delivery time, the message won’t be delivered.Send offline push notificationsText and email notifications will be sent if the customer is offline at the time of sending marketing campaign messages. Turning off this feature will limit notifications via the Channel Talk plug-in only.For advertising messages, we recommend you send them during business hours.Goal SettingSet goals to measure the conversion rate of the message you send. When a customer who receives the message visits the website and completes the event you set, it is measured as a goal achieved.FAQThe marketing message is not visible on the desired page. What can I do?When configuring the URL conditions for the pageView event, include only relevant keywords from the URL, rather than the entire URL address. You don&#39;t need to include phrases like https:// or www.For example, if you want to display the message only on the channel.io/payment page, you should set the event as follows: pageView + URL + contains &#34;payment&#34;.I keep getting the same marketing message over and over. What can I do?Check if the repetition option is enabled for the campaign. If it is, accessing the site from a different device or browser may result in receiving the message again.Also, if you log in after accessing the site as a non-member, you may receive the same message repeatedly.What is the recommended image size and ratio?Images should be no larger than 30MB, in png or jpg format, and have a maximum size of 4000 x 4000 pixels. If an image&#39;s width or height is greater than 4000 pixels, it will be uploaded in a file format. Images should be designed to fit multiples of mobile and desktop screen sizes, with a width of 320px for mobile full-screen and desktop bubbles, and 520px for desktop full-screen. Image ratios between 1:1 and 16:9 are supported. If an image is too long horizontally or vertically, it will be cropped to the center.For videos, the recommended format is mp4, with a file size no larger than 32MB, and a video codec of H.264 (AVC1) format. If a video does not play automatically, please check its codec, and convert it through a codec conversion program if necessary. On a Mac, you can check the codec by selecting the video file, then clicking &#34;Get Info&#34; and &#34;More Info.&#34; On Windows, you can use PotPlayer, GOM Player, or similar software to check the format and codec information by right-clicking on the screen during video playback and selecting &#34;Playback information&#34; and &#34;File information.&#34;What is the difference between URL and Page?URL is the address of the accessed page, while Page is a static and unique value that remains unchanged in the page address. URL adds customer-specific information to the back of the domain, making it volatile, while Page remains fixed and directs the customer to the desired page. It&#39;s recommended to use URL information for targeted marketing and static Page information for setting up support bots.I enabled the repetition option for my campaign, but the customer only received it once.If [Delete unviewed messages] is enabled and the customer has not read the previous message, a new message is sent after deletion, and only one message is exposed. If the customer has read the previous message, an additional new message is sent, allowing you to view one or more campaign messages in the chat list.I have multiple campaign messages set up.If you have multiple campaign messages for the same customers, they will be seeing those messages in the following order: 1) the latest reply to an ongoing chat, 2) a full-screen message from the marketing/support bot, and 3) a bubble message from the marketing/support bot.My pop-up message disappeared!For marketing pop-up messages, Channelio gives a customer 10 seconds to realize the information and hides the message if the customer takes any action that indicates they are not interested in the message, such as scrolling down or shifting to another page. Although a customer takes no action but hovers over a message for more than three seconds, the pop-up message will remain visible.Also, in case of a manager&#39;s response to a chat conversation appears as a pop-up message, it will remain visible for conversation.

Marketing Campaigns

Marketing Statistics BreakdownYou can get a breakdown of each type of marketing method through [Marketing] - [One-time Message]/[Campaigns].One-time message/Campaign listIf clicks, goal achievement, etc. are unavailable, you need to reduce the page ratio.Individual Marketing StatisticsIf you click on a marketing campaign, you will be directed to the analytics page where you can check the relevant statistics for the campaigns.Detailed StatisticsYou can select and check each graph through the checkboxes next to the [sent], [Viewed],[Clicked], and [Goal].You can check graph data by day by clicking the graph.You can check your marketing campaigns breakdown through time. The statistics can be broken down using preset times or through a custom user periodStatistics GlossarySentA number of customers who received the message.ViewedThis is counted when the Customer reads the message. A view only counts within a week from when the message was sent to the customer.Channel Talk message: In the case of the message appearing in the Channel bubble, if the button is clicked then it will be marked as a view. If it is a full screen, then any view counts.Text Message: If the text message link is clicked and the customer is brought to a chatting window, then it will count as a view.Email: If the email is opened, it is marked as a view (however Gmail will not be counted as a view).ClickedWhen any media is sent as a message (links, pictures, YouTube videos), it will count as a click.GoalWhen a customer sets a goal to be achieved, once that event happens it will count as one goal.Goals measures goals achieved for up to 30 days after the message is sent.Targets that have not been viewed by customers or achieved within a week of viewing the marketing message are excluded.Download dataData downloads can only be done by the channel owners.Each member’s download data history is saved for up to 1 year from their download date.When downloading the data, a data password must be set. This is a feature that protects sensitive company data and statistics from being lost. If you lose the password you must download the data again.[Marketing] - [One-time Messaging] / [Campaign]- click the marketing message you want to download - click [Download data].Enter the reason for the Data Download, set the password, and click download.Marketing Data Variable IndexOne Time Message dataOne-time messages without a time period you can download once.Data worksheet tabTab valueDescriptionOneTimeMsg dataOne time message ID and detailed information including the number of sent, viewed, clicked and goal achieved resultsOneTimeMsgUser dataThe target audience’s sent, viewed, clicked and goal achieved resultsUser dataTarget audience’s informationOneTimeMsg data sheetData valuedescirptionRemarkidOne-time message IDnameCreated message namestateMessage statussentA number of message sent to the target audienceviewA number of target audiences reviewed the messageMessage: Click the bubble or full-screen pop-upText: Click the link in the text messageEmail: Read the mail(Google mail may not be counted)goalA number of target audiences reached the goalclickA number of customers who clicked on the link when the marketing message contains a linkcreatedAtMessage creation datestartAtMessage sent dateOneTimeMsgUser data sheetUser data is the same as the profile information of the customer contact that can be checked in the Analytics.Data valueDescriptiononeTimeMsgIdOne-time message IDuserIdTarget audience IDstateMessage statussentTime the message sent to each customerviewTime the customer viewed the messagegoalTime the customer reached the set goalclickTime the customer clicked the link from the messageCampaign message dataIt downloads the entire period data of the campaign at once regardless of the time period setting.Data worksheet tabTab valueDescriptionCampaign dataCampaign message ID and detailed information including the number of sent, viewed, clicked and goal achieved resultsCampaignStat dataDaily achievement information during the campaign period (sent, viewed, clicked and goal achieved)CampaignUser dataCampaign message results for each target audienceUser dataTarget audience’s informationCampaign data sheetData valueDescriptionRemarkidCampaign message IDnameCampaign message namestateCampaign message statussentA number of messages sent to the target audienceviewA number of target audiences reviewed the messageMessage: Click the bubble or full-screen pop-upText: Click the link in the text messageEmail: Read the mail(Google mail may not be counted)goalA number of target audiences reached the goalclickA number of target audiences reached the goalstartAtCampaign start dateendAtCampaign end datecreatedAtCampaign creation datestartAtCampaign update dateCampaignStat data sheetUser data is the same as the profile information of the customer contact that can be checked in the Analytics.Data valueDescriptionRemarkcampaignIdCampaign message IDdateDateShows the entire duration of the campaign per daysentTotal number of messages sent for each dayviewA number of customers who viewed messages for each daygoalA number of customers reaching goal for each dayclickA number of customers who clicked the link from the messageCampaignUser data sheetData valueDescriptioncampaignIdCampaign message IDuserIdTarget audience IDsentTime the message sent to each customerviewTime the customer viewed the messagegoalTime the customer reached the set goalclickTime the customer clicked the link from the message

Marketing Performance Analytics

What is the One-time Message?Before your customer visits the website, you can send a message to the target customer at the desired time.How to send the One-time Message?Message via Channel TalkYou can send marketing messages on your website for free. You can display pop-up messages to customers and encourage them to interact with your brand! From the marketing message to the chat room, you can make their experience seamless and natural.When the customer is online: Send a pop-up message on your site.When the customer is offline: Send a pop-up message within the site + You can send additional texts/emailsText messageTexting is fundamental to good CRM. No more inconvenient Excel sheet uploads and downloads. Instead, just send a text message right through the Channel Talk application. Channel Talk offers the lowest prices for external text message notifications because we have a ZERO-MARGIN policy. The price we pay is the price you pay.How to create the one-time message?Compose a messageA space to compose a message to be sent as a one-time message. Send messages using images, videos, etc. as well as text.You can automatically fill in customer information through custom variables.Information that can be selected as a custom variable is stored in customer contact information and, in the case of marketing messages, information included in the event.If you set an alternative text, your preset input will be sent with that text when there is no value.You can set up two link buttons.You can set different screens depending on desktop, mobile, text message, and email.As for text messages, you can check the estimated price before sending it to the customer.How is the one-time message displayed to the customer?On desktop browsers:Bubble: The marketing message appears above the chat button, and the manager&#39;s profile image is shown in the chat button. Texts are displayed up to 4 lines, and the bubble width changes depending on the length of the text(230px - 320px).Full Screen: The marketing message is shown in the center of the screen.On mobile web browsers:Bubble: The marketing message is located on the top or bottom of the page based on your setting. Texts can be displayed up to 2 lines.Full Screen: The message appears in the center of the screen. Texts can be up to 4 lines long, and the pop-up size width is fixed.If marketing messages are also sent by SMS or email, please note that emails only contain images (not videos) and SMS does not contain images or videos. Customers will be able to see the whole content by coming through the chat links included in the body of the email/SMS.Set your target audienceSelect whom you want to send one-time messages to.*If you have already created a segment of customer contacts in the Contacts tab, you can simply click Import Segment.ExamplesSend the message to members who haven’t visited the website for 30 daysMembers who haven&#39;t visited in 30 days will likely lose a lot of interest in our site. Talk to your customers about new arrivals promotions to encourage them to visit your site.How to set up:Send the message to customers who have added items to their cartOver 50% of customers put items in their shopping carts without purchasing them. Approach customers to purchase your products by offering special discounts before they lose interest.How to set up:Send newsletters to non-members who have left their email addressesIf you run content marketing, you can send the newsletter to non-members who have left an email address. This is a great opportunity to increase brand awareness to non-member customers!How to set up:Set the operationsSchedule a one-time messageImmediately: The message will send immediately after clicking the [Send] button.Scheduled Message: You can schedule the date and time you want to send the message.Send Offline Push NotificationsWhen customers are offline, you can send push notifications by text or email to encourage customers to visit your website. When you opt-out of this setting, only chat messages are sent to offline customers.Advertising messagePlease check if it contains advertising content. Please kindly note that you are responsible for any policy violations.4) Goal SettingYou can set the goal if you want to track the conversion rate of messages sent.When the customer who received the message visits the site and completes the event you have set, the goal will be marked as achieved.For example, if the “Signup” event is set for the goal and the customer who received the message signs up for membership, it will be marked as achieved under the “Goal” figure.If the message has not been viewed by customers or achieved the goal event one week after the customer viewed the message is excluded from goal counting.FAQWhat is the recommended image size and format for uploading?The recommended image size is 30 MB or less and the acceptable file formats are PNG and JPG. The recommended dimensions are 4000 x 4000 pixels or less. If the width or height of an image is greater than 4000 pixels, it will be uploaded in a file format.What are the suggested image ratios?The suggested image ratios are 1:1 to 16:9.How does the image size adjust for different screens?The images should be set to multiples of mobile and desktop screen sizes, with a width of 320 pixels for mobile fullscreen and desktop bubbles and a width of 520 pixels for desktop fullscreen.What happens to images that are too long horizontally or vertically?Images that are too long horizontally or vertically are cropped to the center.

One Time Message

You need to subscribe to the Marketing add-on to use this feature.What’s Marketing?Marketing is how your customer first hears about your product. Channel Talk’s marketing tools allow you to effectively use customer Data to have robust CRM marketing strategies.There are two types of marketing functions.One-time message: Send targeted marketing messages at one time to persuade your customers. (One-time messaging guide)Campaign: Automate targeted marketing campaigns to occur multiple times. (Marketing Campaign guide)One-Time Message vs CampaignOne-Time MessageEven if the customer is not on your site, you can still send the first message.Announcements, New product releases, event news, and other notifications can be sent.Press the [Send] button to send your message.Possible to schedule the time &amp; date.CampaignAbility to send a message whenever a customer enters your website and takes a specific action.Suitable for membership registration messages, first purchase after membership messages, etc.Messages are sent automatically without clicking the [Send] button every time.Possible to set a specific time to send a message.Marketing recipesApply the campaign recipes of marketing experts right away.If you click [Use recipe], the marketing settings are automatically set.[See more marketing recipes]