{"id":212,"date":"2019-03-05T11:58:00","date_gmt":"2019-03-05T11:58:00","guid":{"rendered":"https:\/\/helpcrunch.com\/news\/?p=212"},"modified":"2025-11-24T21:13:27","modified_gmt":"2025-11-24T21:13:27","slug":"popups","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/news\/popups\/","title":{"rendered":"\ud83d\uddbc\ufe0f Popups, user segments for manual and auto messages, attributes in canned responses"},"content":{"rendered":"\n

We were working like crazy for these past 100 days and there\u2019s been a lot of code writing and even more of performance improvements.<\/p>\n\n\n\n

And it\u2019s literally been exactly 100 days since our last feature announcement, so I guess it makes today a perfect day to tell you all about our product updates and improvements.<\/p>\n\n\n\n

I\u2019ll tell you right ahead \u2013 we have some major things going on at HelpCrunch. Like, we added this whole new pop-up builder and scaled HelpCrunch infrastructure drastically. We\u2019ve made our help center docs mobile responsive so that you could find answers to your questions even if you\u2019re on the go.<\/p>\n\n\n\n

Also, our backend team has finished 95% of their work scope for another major tool, which is coming very soon. Now, you better sit down, cause I\u2019m talking about our Knowledge Base. *A storm of applause, a weep of joy from our COO, everybody\u2019s crying and hugging*<\/p>\n\n\n\n

But we\u2019ll get there in a moment. Now, let\u2019s start from something not so epic, but useful nevertheless:<\/p>\n\n\n\n

Live chat widget<\/h2>\n\n\n\n

1. New chat animations. <\/strong>We changed our chat animations \u2013 made them smoother and nicer, but also fast. It may be something unnoticeable at first glance, but your customers will appreciate the difference.<\/p>\n\n\n\n

2. Pasting pictures from the clipboard. <\/strong>Remember when you could drag-and-drop files into live chat conversations? Now you can copy and paste pictures from the clipboard. If there was any other way of pasting files, we would definitely add it, too.<\/p>\n\n\n\n

Agent chat<\/h2>\n\n\n\n

1. More chat tags. <\/strong>As some of you may know, we have a limitation on the total number of tags you can create for your chats. And this number was usually more than enough, but we increased it to 512 \u2013 exactly as you requested. So yeah, now you can create as many as 512 tags and use them in your work with HelpCrunch as you wish.<\/p>\n\n\n\n

2. Tag search. <\/strong>Also, the more tags you have, the harder it is to work with them. So, now you can find any tag you need by simply typing its name into the newly added search field.<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

3. Deleting chat tags. <\/strong>We made it easier for your agents to delete chat tags right from the chat window. All they need to do is to open any chat and hover over a tag in question \u2013 the delete icon will appear right away.<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

4. Closing minimized chat windows. <\/strong>We added the \u2018close\u2019 icon to minimized chat windows. Support agents can now close minimized chats without having to open each of them first.<\/p>\n\n\n\n

Overall, we did this extensive agent chat\u2019s refactoring and increased its stability and speed.<\/p>\n\n\n\n

Service<\/h2>\n\n\n\n

1. One step closer to the multi-language service.<\/strong> We\u2019ve made all the necessary preparations for service localization into other languages (specifically, into those you as our users request the most).<\/p>\n\n\n\n

2. Segments. <\/strong>We\u2019ve added this whole new functionality called Segments, which are basically groups of users united by certain criteria. Segments get updated every time a user fits these criteria. They are useful when you want to send targeted messages to particular groups of users.<\/p>\n\n\n\n

You can create, view, edit and upload your segments of users right from the Contacts page. You can also add your segments into both Auto and Manual messages as well as save them from there \u2013 including messages that have been already sent. If you want to delete any of your segments, just go to Settings -> Segments.<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

3. New search criteria for Contacts and Auto\/Manual messages. <\/strong>We\u2019ve added some new search criteria like IP address, Heard From, Not closed <\/em>(at least one open chat conversation), Platform (Desktop\/Mobile)<\/em>, Unsubscribed<\/em>.<\/p>\n\n\n\n

4. Search criteria search<\/strong> (sorry for this). The more criteria we add, the harder it is to know your way around them. That\u2019s why we\u2019ve added the search option to all search criteria. You can find the one you need by simply typing in its name.<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

5. \u2018Last message\u2019 column.<\/strong> We\u2019ve added the \u2018Last message\u2019 column to All chats\/My chats\/Contacts tables. From now on, you can work with your incoming chats faster prioritizing them by last messages.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

6. \u2018Country\u2019 and \u2018City\u2019 columns. <\/strong>You can now not only add these two new columns to any of the HelpCrunch tables (Contacts, All chats, and My chats), but also use them as filters for search and stuff.<\/p>\n\n\n\n

7. Rearranging columns of Contacts\/All Chats\/My Chats\u2019 tables. <\/strong>Well, that\u2019s basically it. You can now rearrange columns of all the tables in HelpCrunch any way you want it.<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

8. Dropdown list of all available agents. <\/strong>If you have more than 1 teammate, you can now easily see which of them are currently online. And you can always feel that you\u2019re not alone \ud83d\ude42<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

9. Bulk actions for paid subscriptions. <\/strong>If you\u2019re enjoying one of HelpCrunch paid subscription plans, you can delete and tag your chats as well as change their statuses in bulk.<\/p>\n\n\n\n

10. Close any popup within HelpCrunch service with one button.<\/strong> By simply pressing the \u2018Esc\u2019 button, you can close any popup window in HelpCrunch.<\/p>\n\n\n\n

General settings:<\/h2>\n\n\n\n

1. User attributes for saved responses. <\/strong>You can add any of the user attributes to your saved responses, together with the alternative value if the value of the attribute is empty. For example, {first_name, \u201cthere\u201d}.<\/p>\n\n\n\n

2. Markdown options for editing your saved responses. <\/strong>You can use the following markdown options for your saved responses: bold, italics, quote, code snippet, preformatted, link.<\/p>\n\n\n\n

3. Chat transcript. <\/strong>Added the ability to automatically send a chat transcript to specified email addresses right after any given chat is closed. This can be useful for admins and supervisors of big teams if they need to read some closed conversations\u2019 transcripts and monitor their agents\u2019 performance.<\/p>\n\n\n\n

4. Do not disturb. <\/strong>You can now turn on the \u2018do not disturb\u2019 mode from your Account settings. This will mute all the notifications from HelpCrunch including mobile push notifications.<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

Auto and Manual messages<\/h2>\n\n\n\n

1. New rules for proactive chats.<\/strong> We\u2019ve added a couple of new rules to help you set up better and more precise proactive chats. These rules are Chat Rating <\/em>and OS\/User Agent.<\/em> From now on you can ask your customers to leave a review if they rated a conversation as Great or ask for feedback if the rating was Poor.<\/p>\n\n\n\n

2. Line height. <\/strong>While setting up your emails via the email editor, you can choose whatever the line spacing you need.<\/p>\n\n\n\n

3. Saving email templates. <\/strong>You can now save any email you\u2019ve created or sent as a template. After you do, they will appear in the \u2018Templates\u2019 dropdown menu of the email editor next to our default templates.<\/p>\n\n\n\n

4. Saving messages in text editors. <\/strong>HelpCrunch now saves your auto and manual messages in the text editor. This way if you switch between types of Auto\/Manual Messages, you\u2019ll be able to continue working with all the texts that you\u2019ve already typed in each of them. That is, if you write a different text in Proactive Chat, Targeted Chat and Email tabs, we\u2019ll save 3 different messages in each of them.<\/p>\n\n\n\n

Overall, we optimized our messages\u2019 tools and their performance, in particular the sending speed.<\/p>\n\n\n\n

Brand new pop-up builder<\/h2>\n\n\n\n

HelpCrunch has added a brand new tool to its toolset \u2013 a pop-up builder, which can help you catch more leads and engage existing customers.<\/p>\n\n\n\n

Our pop-ups come in six preset designs, but are fully customizable. You can change colors, positions and texts of all their elements.<\/p>\n\n\n\n

As to the rules that will be triggering your popups, they are very similar to those you already use for proactive chats.<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

Backend infrastructure and its improvement<\/h2>\n\n\n\n

We\u2019ve maintained some major works on updating our backend and its architecture. Long story short, it made our service faster, more seamless.<\/p>\n\n\n\n

We will iteratively continue improving the overall performance of our service, because it\u2019s not all about new features in the world. We care a great deal about HelpCrunch\u2019 stability and quality. And your inner peace.<\/p>\n\n\n\n

User API<\/h2>\n\n\n\n

1. <\/strong>You can tag your customers right away while adding or updating <\/a>them via REST API.<\/p>\n\n\n\n

2. You can add a pre-filled<\/a> message to any text box via JavaScript API by using the \u2018typeUserMessage\u2019 method<\/p>\n\n\n\n

3. You can create new customer events<\/a> via REST API.<\/p>\n\n\n\n

4. Together with the int<\/em>, string<\/em> and boolean <\/em>data types, you can now send  float data type custom attributes to your HelpCrunch account.<\/p>\n\n\n\n

IOS\/Android apps<\/h2>\n\n\n\n

1. Unread messages counter. <\/strong>Our mobile apps\u2019 icons now have the \u2018unread messages\u2019 counter, which shows how many unread messages you have at the moment.<\/p>\n\n\n\n

2. New chat actions. <\/strong>You can now close chat conversations, block or unsubscribe any user using HelpCrunch mobile app.<\/p>\n\n\n\n

3. Right swipe to read\/unread a message. <\/strong>The right swipe will allow you to mark chat conversations as read or unread.<\/p>\n\n\n\n

Notifications<\/h2>\n\n\n\n

1. Email notifications. <\/strong>We\u2019ve added customer names to our email notifications\u2019 subjects. So, now you can see who\u2019s leaving you new chat messages right away.<\/p>\n\n\n\n

2. Slack notifications. <\/strong>You can now see customers\u2019 email addresses right in Slack notifications.<\/p>\n\n\n\n

Upcoming news (HelpCrunch Knowledge Base in the making)<\/h2>\n\n\n\n

We can\u2019t help but announce that we\u2019re working on our very own Knowledge Base (aka Help Center, aka Articles, aka Support Portal) as we speak.<\/p>\n\n\n\n

Yes, you asked about this one a lot. Yes, we wanted to start working on it for a long time now. And yes, it\u2019s finally happening.<\/p>\n\n\n\n

From the beginning of January, we\u2019ve been doing all the backend works and have finished them by 95% at this moment. In addition, we have already prepared the design of the front part.<\/p>\n\n\n\n

All in all, you\u2019ll have a chance to enjoy our native knowledge base very soon. And you\u2019ll like what you\u2019ll see.<\/p>\n","protected":false},"excerpt":{"rendered":"

We were working like crazy for these past 100 days and there\u2019s been a lot of code writing and even more of performance improvements. And it\u2019s literally been exactly 100 days since our last feature announcement, so I guess it makes today a perfect day to tell you all about our product updates and improvements. […]<\/p>\n","protected":false},"author":3,"featured_media":214,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-212","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"yoast_head":"\n\ud83d\uddbc\ufe0f Popups, user segments for manual and auto messages, attributes in canned responses<\/title>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\ud83d\uddbc\ufe0f Popups, user segments for manual and auto messages, attributes in canned responses\" \/>\n<meta property=\"og:description\" content=\"We were working like crazy for these past 100 days and there\u2019s been a lot of code writing and even more of performance improvements. And it\u2019s literally been exactly 100 days since our last feature announcement, so I guess it makes today a perfect day to tell you all about our product updates and improvements. […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/helpcrunch.com\/news\/popups\/\" \/>\n<meta property=\"og:site_name\" content=\"Helpcrunch News\" \/>\n<meta property=\"article:published_time\" content=\"2019-03-05T11:58:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-24T21:13:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2019\/03\/2019-03-05.png\" \/>\n\t<meta property=\"og:image:width\" content=\"730\" \/>\n\t<meta property=\"og:image:height\" content=\"362\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Pavlo Pavlenko\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Pavlo Pavlenko\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/helpcrunch.com\/news\/popups\/\",\"url\":\"https:\/\/helpcrunch.com\/news\/popups\/\",\"name\":\"\ud83d\uddbc\ufe0f Popups, user segments for manual and auto messages, attributes in canned responses\",\"isPartOf\":{\"@id\":\"https:\/\/helpcrunch.com\/news\/#website\"},\"datePublished\":\"2019-03-05T11:58:00+00:00\",\"dateModified\":\"2025-11-24T21:13:27+00:00\",\"author\":{\"@id\":\"https:\/\/helpcrunch.com\/news\/#\/schema\/person\/fa11d355213e8a1f7375c9f6c84d7ef6\"},\"breadcrumb\":{\"@id\":\"https:\/\/helpcrunch.com\/news\/popups\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/helpcrunch.com\/news\/popups\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/helpcrunch.com\/news\/popups\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/helpcrunch.com\/news\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"\ud83d\uddbc\ufe0f Popups, user segments for manual and auto messages, attributes in canned responses\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/helpcrunch.com\/news\/#website\",\"url\":\"https:\/\/helpcrunch.com\/news\/\",\"name\":\"Helpcrunch News\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/helpcrunch.com\/news\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/helpcrunch.com\/news\/#\/schema\/person\/fa11d355213e8a1f7375c9f6c84d7ef6\",\"name\":\"Pavlo Pavlenko\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/helpcrunch.com\/news\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/61c7c8b1f39e7edc8c11c71186c1946b?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/61c7c8b1f39e7edc8c11c71186c1946b?s=96&d=mm&r=g\",\"caption\":\"Pavlo Pavlenko\"},\"url\":\"https:\/\/helpcrunch.com\/news\/author\/pavlo\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"\ud83d\uddbc\ufe0f Popups, user segments for manual and auto messages, attributes in canned responses","robots":{"index":"noindex","follow":"follow"},"og_locale":"en_US","og_type":"article","og_title":"\ud83d\uddbc\ufe0f Popups, user segments for manual and auto messages, attributes in canned responses","og_description":"We were working like crazy for these past 100 days and there\u2019s been a lot of code writing and even more of performance improvements. And it\u2019s literally been exactly 100 days since our last feature announcement, so I guess it makes today a perfect day to tell you all about our product updates and improvements. […]","og_url":"https:\/\/helpcrunch.com\/news\/popups\/","og_site_name":"Helpcrunch News","article_published_time":"2019-03-05T11:58:00+00:00","article_modified_time":"2025-11-24T21:13:27+00:00","og_image":[{"width":730,"height":362,"url":"https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2019\/03\/2019-03-05.png","type":"image\/png"}],"author":"Pavlo Pavlenko","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Pavlo Pavlenko","Est. reading time":"10 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/helpcrunch.com\/news\/popups\/","url":"https:\/\/helpcrunch.com\/news\/popups\/","name":"\ud83d\uddbc\ufe0f Popups, user segments for manual and auto messages, attributes in canned responses","isPartOf":{"@id":"https:\/\/helpcrunch.com\/news\/#website"},"datePublished":"2019-03-05T11:58:00+00:00","dateModified":"2025-11-24T21:13:27+00:00","author":{"@id":"https:\/\/helpcrunch.com\/news\/#\/schema\/person\/fa11d355213e8a1f7375c9f6c84d7ef6"},"breadcrumb":{"@id":"https:\/\/helpcrunch.com\/news\/popups\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/helpcrunch.com\/news\/popups\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/helpcrunch.com\/news\/popups\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/helpcrunch.com\/news\/"},{"@type":"ListItem","position":2,"name":"\ud83d\uddbc\ufe0f Popups, user segments for manual and auto messages, attributes in canned responses"}]},{"@type":"WebSite","@id":"https:\/\/helpcrunch.com\/news\/#website","url":"https:\/\/helpcrunch.com\/news\/","name":"Helpcrunch News","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/helpcrunch.com\/news\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/helpcrunch.com\/news\/#\/schema\/person\/fa11d355213e8a1f7375c9f6c84d7ef6","name":"Pavlo Pavlenko","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/helpcrunch.com\/news\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/61c7c8b1f39e7edc8c11c71186c1946b?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/61c7c8b1f39e7edc8c11c71186c1946b?s=96&d=mm&r=g","caption":"Pavlo Pavlenko"},"url":"https:\/\/helpcrunch.com\/news\/author\/pavlo\/"}]}},"_links":{"self":[{"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/posts\/212","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/comments?post=212"}],"version-history":[{"count":1,"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/posts\/212\/revisions"}],"predecessor-version":[{"id":1801,"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/posts\/212\/revisions\/1801"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/media\/214"}],"wp:attachment":[{"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/media?parent=212"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/categories?post=212"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/helpcrunch.com\/news\/wp-json\/wp\/v2\/tags?post=212"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}