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

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

Billing & Subscription

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

Team Chat

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

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meet-call

Navigation(Channel Talk inbox is divided into four areas.)My profileMy chats: Manage chats where you have been designated as the Assignee.Unread: Check new, unread messages here.Bookmarks: Collection of user chats marked ‘Favorite’ (You can ‘Favorite’ a chat by pressing the star key ☆)My sessions: Collection of user chats where you receive notifications regardless of being set as the Assignee or a follower.All: All chats inflowed to the channel will be stored here.No assigneeChats that are not assigned to anyone will be stored under unassigned.If you click the team name, you will see the number of chats that are assigned to the team but not assigned to anyone yet.AssigneeCheck which members are On and Off and check the number of user chats currently in progress for each member in real-time.You can set the auto-assign limit per manager.If the number of opened chats exceeds the auto-assign limit, the number will be displayed in orange color.Chat tagsYou can check the number of user chats currently in progress by chat tags.If you click on a tag, you can only see user chats with that particular tag attached.Notify for unassignedYou can turn on/off the unassigned chat notification setting. If you turn this setting on, you will be notified whenever chats open with no assignee.Chat listBulk actionYou can perform a bulk action on selected or multiple user chats at once.You can select individual user chats by clicking the profile image, or you can select all user chats by clicking the checkbox at the top. Bulk action is also available in search results.SortingYou can sort and view incoming messages in order from most recent to oldest.Chats from external messengerChats brought in through Instagram Direct Messaging will display the relevant external messaging platform icon on the right hand corner of the customer’s profile picture.Chat fieldTop cornerBookmarks / Close chatBookmarks: Press the star symbol ☆ next to the customer’s name to add the user chat to the [Bookmarks] button so you can check it at any time.Close chat: Click the [Close chat] button to end the chat.Snooze chatYou can put the chat on hold for up to 180 days.When the set period ends, the user chat status automatically changes to ‘Opened’ and the Assignee receives a notification.Copy linkYou can copy and share links for both mangers and customers.Manager links are only for members invited to the channel, and customer links are only for actual customers.Delete chat permanentlyYou can delete a chat permanently. Permanently deleted user chats cannot be restored.Chat WindowThis is where you chat with the customer. There are two types of messages that you can send on Channel Talk: ‘Reply’ or ‘Internal Note’.Reply: Messages sent to customers.Internal Note: Messages sent to managers.If you need help or need to go over something, discuss it with your teammates through internal chatsMessages with file attachments now have a bulk download button on hover.Compose messageThese are functions to make messages sent through Channel Talk more fun!Attach filesAttach files and images to your message.Upload up to 10 files/images at a time.The maximum size for uploads is 1GB, and if the uploading time exceeds 5 minutes, the message won’t be delivered.Mention someoneYou can send a notification to another manager by mentioning them.Type @Manager ID or name in the chat window to mention them.You can use this function when you need to notify a specific manager on Team Chat or request help from another manager within an internal user chat.Use templatesIf there’s a phrase you use often, try adding it to ‘frequently used templates’.Through ‘Set Phrases’ you can use these phrases without having to type them word for word each time.EmojisSend emojis in your message for a friendlier touchLinksSend external links to customers through the Link buttonSet the link to the button text, select the button color, and you’re done!FormsYou can send a form where customers can enter the requested information. Once you receive the requested information from customers, you can also save them to Contacts. (Learn more)Right PanelChat infoYou can check the Assignee of the chat, and check and add Followers.A Follower’s main role is to participate in chats, and if you are assigned as an Assignee, you are automatically added to the chat as a Follower.You can apply up to 8 chat tags.You can check which marketing campaigns and support bots have triggered a chat creation.You can check the chat goal achievement status.Add a record or explanation of the chat in the Chat Description column. You can input it through hashtag form by using #.User infoThis is an area where you can see customer information comprehensively. You have the option to display only the necessary information from the customer profile.Events &amp; Chat listIn ‘Events’, you can check customer activity on your homepage. You can see what pages they visited and what pages they were viewing when they initiated the chat.In ‘Chat List’, you can view the list of previous chats you had with the customer.Sent message list &amp; Files and web linksIn &#39;Sent message list&#39;, you can check the SMS history sent out through follow-up notifications or marketing messages.In &#39;Files and web links’ is where you can view all images and files shared with the customer.FAQCan I receive a notification even if a new message comes to an ended chat?When the chat is ended, push notifications will not work even if a message comes through the internal note. If there is still something to be discussed with the managers who are participating in the chat, please change the chat status to ‘Snoozed’.

Inbox User Interface

Start searchingClick the magnifying glass icon located next to ‘Inbox’, or press Ctrl+F or Command+F to start your search.Search ChatsYou can easily search [Chats] by assignee, follower, state, chat tag, and date.Chat filtering optionsNameCommandDescriptionAssigneeassignee:Search by a specific assignee or ‘not assigned’.Teamteam:Search by a specific team.Followerfollower:Search by a specific follower.Statestate:Search by ‘Opened’, ‘Snoozed’, and ‘Closed’ statuses.Chat goalgoal:Search by chat goal achievement status.Chat tagtag:Search by chat tags.Integrationintegration:Search by integrated apps.Datebefore:after:Search for user chats that have been opened before and after a specific date. (Search will include this date).Search MessagesYou can search Messages by the sender(From:) and date.Message filtering optionsNameCommandDescriptionFromfrom:Search by the name of the sender.Datebefore:after:Search for user chats that have been opened before and after a specific date. (Search will include this date).Message search results will include Internal Notes.Multi-filtersYour search results may be limited if you apply only one filter. Increase your search result accuracy by applying multiple filters or combining filters with text. Please note that you cannot combine the chat filter and message filter at the same time.Examples of Multi-filtersChat filtersChats created after the 5th of January, 2022, where the Assignee is Michelle and the Chat status is Opened OR SnoozedMessage filtersMessage is From Michelle, and created before the 1st of January, 2022 and after the 10th of January, 2022.Chat filter + TextChats include a chat tag &#34;inquiry&#34;, where Assignee is Michelle and Chat Description or Chat Name is color.If you search a chat by text, the text will be applied to Chat Description and Chat Name.Message filter + TextMessages that are sent from Michelle and include all Delivery Inquiries.If you put a space between two words, you can filter messages that include both words in the chat.Search and bulk actionsYou can apply bulk actions to search results as well.How to apply bulk actionsAfter selecting a chat, click [Actions] to display a list of bulk actions. You can change or add information to selected chats, send messages or download data in one action.Click the checkbox to the right of your search results to select all.Click each chat’s profile image to select chats individually.Bulk Action typeAssign: Manage the assignment of tasks by assigning or editing the assignee.Unassign: Remove the assigned manager and change the status to unassigned.Edit Followers: Manage followers by adding or exporting them.Edit Chat Tags: Organize the chat by adding or deleting tags.Send Message: Communicate with customers and team members by sending messages to customers or internal notes.Snooze Chat: Temporarily change the status of the chat to &#34;Pending&#34;.Close Chat: Update the chat status to &#34;Closed&#34; after ending the conversation.Leave Chat: Exit the chat room if you are invited as a follower but want to leave.Data Download: Download the chat data.FAQIn what order are filter search results displayed?Message filters are displayed in order they were created, with the most recent results displayed at the top.Chat filters are displayed in order of when the last message was created, with the most recent results displayed at the top.Why can I choose only 25 chats at a time?If you click the checkbox after scrolling down the chat search result, the number of selections will be added in increments of 25, and up to 200 chats can be selected at once. When you click [Select All Chats], all chats from the search result will be selected.I want to search chats using customer names.Click the magnifying glass icon next to Inbox.When the search box appears, type in the customer name.Select the [Chats] tab.

Chat History Search

What is a Follow-Up notification?A Follow-up notification is a feature that sends a notification to a customer when they leave mid-way through a conversation and go offline.An offline status indicates when a customer has left the website, there is no activity on the website for 4 and a half minutes, or if the customer is viewing another page.For example, a customer is offline when it has been more than 5 minutes since they were on the website, have not closed it but are viewing another browser tab, or when there is no activity on an open browser for more than 5 minutes.Transmission processWhen Mobile SDK Push is integratedThe Mobile SDK notification is attempted to be sent first.If a Mobile SDK notification is successful, Message/Email notifications are not sent.If it fails to be received in 30 seconds, Message/Email notifications are sent.When Mobile SDK Push is not integratedText and email notifications are attempted to be sent at the same time. Texts and emails are sent separately.Transmission methodText: XMS → SMS / LMSTransmission is optimized according to message length, country setting, etc.Transmission processIn order of SNS → XMS. Only one of the two will be sent.If there are no SNS settings, the transmission fails, or has been blocked by the recipient, XMS will automatically be sent as an alternative option.EmailsA default template will be sent.It is not a Follow-Up notification when:A manager has initiated the chat and the customer has not replied.Marketing messages aren’t considered Follow-up notifications.Text notificationsHow to configure text notification settingsIn [Channel Settings] - [Chat] - [Follow-up notifications], turn on ‘Phone number’.Recharge SMSText notification fees are deducted per text from your ‘SMS wallet’. You can use auto-charge to top-up your wallet according to your usage, regardless of what plan you are on.Email notificationsThis feature allows you to send replies to customers via email. For a limited time, you can take advantage of this feature for free!How to configure email notification settingsIn [Channel Settings] - [Chat] - [Follow-up notifications], turn on ‘Email’.Optional: Linking your email domainIf you have a company email address, you can set up a custom domain and use it to send emails.(→ How to configure email DNS settings)Mobile SDK notifications (iOS, Android)Mobile push notifications are sent whenever a customer goes offline. If you a running a mobile app, using mobile SDK notifications will allow you to provide a smooth user experience. It’s the most efficient way to send notifications, as texts, emails, and other notifications aren’t sent. If you aren’t currently running a mobile app, you can skip this step.For more detailed instructions on integrating, refer to the developer guides:Android developer guideiOS developer guideFAQHow do I know if text notifications have been sent to the customer successfully?You can check the message sent history by [Channel settings] - [Billing] - [Post logs] or check [Sent Message List] under the user profile page.What are the character limits for SMS and LMS?For SMS, approximately 70 Korean characters (140 bytes) are allowed and for LMS, approximately 1000 Korean characters (2000 bytes) are allowed.For Japan or other countries, you may be charged more if the message contains more than 140 bytes (approx. 70 Japanese characters, 160 English characters) including automatically added text.

Follow-up Notifications

‘Assignee’ and &#39;Assigned team&#39;An assignee is a person who is responsible for the chat till the end by providing the best resolution for the customer&#39;s question. To clarify these roles and responsibilities, we are using a system with only one ‘Assignee’ allocated to a chat. If you need the help of others, you can invite ‘Followers’ to join and help you tend to the customer.An assigned team consists of a group of people who know best about the customer’s inquiries and can resolve the issue within the chat. If you assign a team to be in charge of chat, the most suitable person can be automatically assigned through the chat auto-assignment feature. (→ What is chat auto-assignment?)What is a ‘Chat Status’?(To handle chats efficiently, Channel Talk uses 3 statuses to differentiate chats – ‘Opened’, ‘Snoozed’, and ‘Closed’.)You can easily check the chat list by status by clicking the [Opened], [Snoozed], and [Closed] tabs. Here you can view information such as a customer name, the ‘Assignee’ of each chat, chat tags, and the date of the last received message – all in one glance.Opened: This means that the chat has started and is currently in progress. The Channel Talk Inbox is set out to help you focus on these chats. The key is to attend to Opened chats in a timely manner until they are set to Closed.Closed: The chat has ended. Closed chats can be searched for at any time after they have ended. Because these chats have already ended, you don’t need to spend too much time on them.Snoozed: Chats that can’t be responded to promptly or ended right away can be set to a Snoozed status. When the set time has elapsed, the status automatically changes to ‘Opened’.FAQWhat is a user chat in a ‘Preparing’ status?This status appears when the customer hasn’t made any further inquiries after receiving a message either from the support bot or responded to a marketing message, so the chat has not been forwarded to a customer service representative.