Keeping track of customer replies can sometimes feel overwhelming, especially when you use different chat tools all in one place. The good news is, you can now fine-tune how you handle customer replies directly from your unified chat widget, making your communication clearer and easier to manage.

📌 Why This Matters

If you’ve ever struggled with setting up notifications or responses for messages from various chat sources, this update makes that process simpler. Instead of juggling separate settings for live chat and chat widgets, you can now choose unified chat as a single source and filter replies by chat type. This helps you stay organized and react only when it matters, saving you time and avoiding confusion.

✨ What’s New

• Unified Chat as a Reply Channel: When setting triggers for customer replies, you can now pick your unified chat widget instead of separate chat sources, uniting all messages in one place.
• Chat Type Filters: Depending on whether a customer replies through the general chat widget or live chat, you get new drop-down options to specify which kind of chat reply should trigger your actions.
• Dynamic Widget Selection: After choosing the chat type, you can select the exact chat widget or live chat setup from relevant options, keeping your automation clean and focused.

🛠️ How to Use It

1. Step 1: Go to your automation settings and add a trigger for when a customer replies.
2. Step 2: Under the reply source options, select your unified chat widget as the channel.

3. Step 3: Choose the type of chat reply you want to monitor—either the general chat widget or the live chat.

4. Step 4: Select the specific chat widget or live chat configuration you want to focus on.

5. Step 5: Save your settings, add any follow-up actions you want to happen automatically, then activate your workflow.

From now on, your automated processes will respond precisely to replies coming from the selected chat setup, helping you stay on top of your customer conversations.

💡 Pro Tip

Using these filters lets you respond faster and more personally to customers, which can lead to stronger relationships and more sales opportunities.