What’s New In Umnico?

As we kick off the new academic year, we have prepared a series of important updates to help you sell and process customer inquiries efficiently.

📍 Support for business processes and bots in Bitrix24 using WhatsApp Business API

From now on, when deal status changes in Bitrix24, you can use the official integration with WhatsApp Business to send notifications to customers through the messenger. The integration supports message templates with dynamic fields where you can insert the recipient's name, date, transaction number, and other information, as well as add multimedia.

Creating and modifying notifications through WhatsApp Business is done using standard methods through the configuration of Robots and Business processes in Bitrix24.

To make use of this new functionality in Bitrix24, you need to go to the Umnico app settings and update the connectors.

📍 WhatsApp Business API is now available in Salesbot for amoCRM

We've created a dedicated widget for Salesbot in amoCRM, allowing you to customize WhatsApp Business API templates. Now, you can fetch dynamic data from deals/contacts/companies, insert them into message templates, and send automated notifications to customers.

Each message will be personalized. For example, your HR specialist can set up automated reminders for interview times based on candidate data. Date and time information can be automatically inserted from the "Interview Date and Time" field in the contact card.

This way, all Umnico users in Bitrix24 and amoCRM can do personalized message blasts via the world's most popular messenger, without the risk of account suspension. This will optimize and speed up the whole sales process.

📍 Fixed quotes in Telegram in Umnico Inbox

Previously, quoted messages sent from Umnico Inbox in Telegram couldn't be displayed as usual in Telegram app. We have resolved this issue. Now, quoting looks as it should, and communication with clients via Telegram from Umnico is no different from how it looks in the messenger on a mobile or desktop.

You can already explore the capability of WhatsApp Business API integration with CRM, along with other new features, in your Umnico account.

We are happy to share the updates we’ve been working on lately:

1. WhatsApp Business API integration now displays photos in chats correctly.
2. You can now split text into paragraphs and send it as one message in WhatsApp Business chats.
3. All new users can access message templates in the language set in their profile settings.
4. User access rights can be changed by simply switching between Administrator and Operator roles.
5. Fixed the incorrect display of incoming and outgoing messages in amoCRM.
6. You can now send buttons with attached files, such as image + buttons, in the chats of Telegram Bot integration.

The new features and updates are already available in your Umnico account.

We’re kicking off the month with a couple of cool updates.

📍 Some conversations might be more important than others: a VIP client, an urgent issue, etc. To ensure you don’t lose track of them, you can now pin important dialogues to the top of the list in Umnico Inbox.

📍 For our new users, we have prepared an updated intro tour. Convenient welcome screens will explain Umnico’s essential features in detail.

You can already check out the improvements brought by the latest version in your Umnico account!

Summer is in full swing, and Umnico has something to delight its users as well.

📍 Integration of WhatsApp Business with Bitrix24. With our solution, you will be able to communicate with your clients through WhatsApp directly within the Bitrix24 interface. Umnico's integration also supports the ability to initiate conversations with clients, which is useful for sending personalized marketing offers or collecting feedback post-purchase.

📍 Fixed a payment plugin error. Each account is now associated with a specific currency, eliminating complications during the payment process.

The updates are already available in your personal account. If you are a Bitrix24 user, you can now easily set up efficient customer support and nurture client relationships through the official integration with WhatsApp Business.

We are pleased to present an update that many have been waiting for: forever-free subscription plan for Umnico!

The free start plan allows you to use selected customer communication channels, including Live Chat, Email, Auto.ru, Discord, Facebook Leads, and Odnoklassniki free of charge for any period.

From now on, an expired paid subscription doesn’t block a Umnico account, instead transferring it to the start free plan with access to selected integrations. While paid integrations are blocked until paid subscription renewal, your clients data and correspondence history are stored securely.

The free start plan is a great opportunity to start using Umnico in your individual business or a startup. Share such great news with friends now, and start communicating with your customers through live chat, as well as other channels, today!

Great news! We are glad to release some updates we’ve been working on lately:

📍 Images from WhatsApp to amoCRM

If you have WhatsApp integration with amoCRM enabled, you can now view multiple images in a chat (in Deal cards in amoCRM). Previously, only the first image was available for viewing.

📍 Expanding Umnico Trial Features

From now on, there’s no limit on the number of Instagram accounts that can be connected during the trial period. New customers can connect any number of both business and personal accounts of the social media platform. Test all the functionality of Umnico for free for 3 days without any restrictions.

📍 Improved Umnico compatibility with Salesbot

Fixed display of messages sent by Salesbot in amoCRM. Previously, messages sent by Salesbot from Deal card didn't end up in the Umnico widget window in amoCRM.

Log in to your Umnico account to try new features and updates.

Umnico omnichannel platform is improved continuously, making your communication with customers more convenient. The latest update comes with several subtle but important improvements.

📍 More convenience for setting up integrations. We've also updated and added how-to instruction for some integrations.

📍 Fixed email notifications bug. Now you will always be aware when your trial period ends or the next payment is due.

📍 Improved stability of basic WhatsApp integration. Communication with customers via Umnico has become even more streamlined.

Check the improvements brought by the latest version today in your Umnico account!

Starting June 1st, Meta makes changes to WhatsApp Business API pricing. As before the rates are based on a 24-hour session, but depend on the conversation categories.

All dialogues are now splitted into three categories:

1. Utility Conversations: For specific transaction updates and post-purchase notifications.
2. Authentication Conversations: For one-time passcodes during the login/registration process.
3. Marketing Conversations: For promotions, offers, and informational updates.

User-initiated conversations will now be called Service Conversations. It also includes all free-form messages sent by a company to a client within a 24-hour session, when no other conversation window with a different category of a dialogue is open.

While business-initiated conversations will no longer be included in the free tier, each WhatsApp Business account will receive 1,000 free user-initiated conversations per month.

A sent message starts a new conversation of a relevant category and incurs the corresponding charge unless it’s delivered within an open conversation of the same category. However, sending multiple messages of the same category within an open conversation does not result in additional charges.

Charges for conversations vary based on the user’s country or region.

Find out more about the new WhatsApp Business API pricing on Facebook.com.

For insights on how to use WhatsApp effectively for sales and customer support, check our guide.

We are glad to share some recents updates of the omnichannel messaging platform.

📍 Cross-channel message forwarding

We’ve added a unique functionality of forwarding messages among different communication channels. Now users can forward any message to any chat from any integration, for example, from WhatsApp to Telegram.

How it works: Select a message in a chat by hovering a mouse over it. Click on the red arrow next to the message, select which chat(s) to forward to, and click on the ‘Send’ icon. Green checkmarks next to the selected message indicate that the message is forwarded successfully, while red exclamation mark indicates that this message cannot be forwarded to the selected communication channel.

Please note that all integrations have limitations on the size and type of supported files. This does not apply to text messages, which can be forwarded between any communication channels.

📍 Fixed a bug with comment replies in Bitrix24

Some users have noticed that the recent Bitrix24 update has turned off the ability to respond to comments under posts. This issue has been fixed.

📍 Resolved broken links issue in amoCRM

In rare cases, a link sent from amoCRM became broken. This bug has also been fixed by our team.

Try new functionality, along with the improved stability in CRMs, today in your Umnico account!

The latest update comes with several bug fixes and extended Umnico API features.

📍 API for Discord

Umnico API now fully supports the integration with Discord, including messaging and file sharing. Discord integration is absolutely free with Umnico.

📍 API for Auto.ru

We have successfully completed the development of a new integration with Auto.ru and also improved our API functionality. Now, Umnico API can help you to integrate Auto.ru into your business app or CRM.

📍 Bug fix: Source in amoCRM

A number of our clients were having issues with adding our application as a lead generation source in amoCRM digital pipeline. It’s fixed now. Our widget can be added to a list of sources with no problems. Please, contact our support team in case of any difficulties.

📍 Bug fix: Facebook Groups connectivity issue

We have also coped with a problem with Facebook Group connecting. Some users complained about the complexity of the setup process. To tackle the issue, we have developed a manual with a video guide for our users. If you’d like to manage your Facebook group in Umnico, contact our support, and we will provide you with the instructions.

All new features and updates are already available for any Umnico user. Do not hesitate to check them in your account.

Our team has released an important update for all users who leverage VKontakte as a customer communication channel.

VKontakte integration now supports message citations

A great number of Umnico clients who use VK integration have been waiting for this update. Now you can quote your clients’ text messages, along with emojis and attachments, directly in Umnico Inbox. You are also able to see everything that your customers have quoted.

Do not hesitate to test the aforementioned functionality right now in your Umnico account.

From now on, Umnico tracks the status of WhatsApp integration and notifies users about connectivity issues, so you can reconnect right away to solve the problem.

How status notification works and how to set it up:

1. In the „Settings“ menu, open the „Notifications“ tab.
2. In the „Integration Status Notifications“ section, select WhatsApp accounts you’d like to receive notifications about. Wait for the green „Saved“ message to appear.
3. Next, choose the way you’d like to receive notifications:

• in Umnico Inbox
• via email

Both notification options could be used at the same time.

It’s done! Now, in case of any WhatsApp connectivity issues, Umnico will immediately notify you about the problem and suggest what to do about it. Notifications are delivered several times until the problem is solved.

2 important things to keep in mind:

1. We’ve moved Sound notification settings and Notification by messages to the „Notifications“ tab of the „Settings“ menu.
2. Status tracking is enabled for all new WhatsApp integrations by default. To activate the notification alert for your existing integrations, visit the „Settings“ — „Integration“ section and reconnect them.

Soon, similar notifications will be available for all other customer communication channels.

Stay tuned for further updates! Feel free to set up WhatsApp status notification alerts in your Umnico account.

In this update, we introduce new settings for the main menu.

Before, the main menu on the dashboard’s left side was not customizable. But everything changes now.

With the recent menu update, you can:

1. Hide unnecessary sections of the menu. While hidden from the menu, all information remains and continues to be stored in those sections
2. Change tabs’ position by moving them up or down — you have complete freedom of action
3. Work on a tablet comfortably. All menu icons are displayed correctly now

How it works: click on the three horizontal dots located above the settings, and click or drag the section you want. No need to save the changes every time, since they take effect immediately.

Please note that to work with messages, you need the “New Chats” and “My Chats” tabs to be shown, so you cannot remove these tabs from the menu. Nevertheless, you can move them like any other tabs or sections.

Feel free to check the new functionality right now in your Umnico account.

After extensive testing we’re pleased to release Umnico integration with auto.ru — a popular classifieds on automobile-related subjects. All Umnico users who have a Dealer account on auto.ru can set up this integration for free.

 Features and benefits of auto.ru integration:

1. 100% official solution
2. Chats with potential customers across all vehicle listings
3. Support for the unlimited number of auto.ru accounts
4. Listing photos are displayed in every chat
5. Photos sharing with clients
6. Free-of-charge integration

You can set up this new integration without extra investments in your Umnico account to improve your dealership business performance.

As we constantly keep improving the functionality of our service to enhance the effectiveness of your customer communication, we’ve prepared something special for the end of this year.

Many of our users have been requesting the Task setup trigger feature, and we are happy to announce it! There is no need to set tasks manually anymore since all users have access to a trigger, which automatically adds a task to a chat for a specific operator or a person assigned to a Deal.

How it works:

• Go to Pipeline and switch to the trigger mode;
• Select the stage and click "Add a trigger" - "Add a task";
• Describe the task, select an assignee, and set the time;
• Click "Create a trigger".

Done! Now Umnico will set tasks automatically, without any manual operations.

You can set tasks automatically:

• Upon a stage transition;
• When the assignee is changed;
• For an incoming message.

There is a customizable timer for completing tasks, so you can specify any period up to 2 years.

As with all other triggers, you can apply the new one immediately to all chats on a particular pipeline stage.

The cool thing about the new trigger is that the system identifies who is currently responsible for the chat, and sets the task for this particular user. It is also possible to create a task for a predefined user.

Your feedback is very important to us, so our team would be glad to hear any suggestions, comments, and recommendations about the new functionality. Please contact support to share your thoughts.

As we constantly improve Umnico’s functionality to help you achieve better communication with customers, there are new features we’d like to share with you.

📍 "Add/removal of tags" trigger

This is a simple but at the same time useful trigger. It allows you to automatically add one or several tags to all incoming messages, which comes in handy, for example, during a promotion.

How it works:

• create a tag
• go to the pipeline and choose trigger settings
• choose the pipeline’s stage and select “Changing tags” option
• select tags you want to add or remove automatically

From now on, the platform will perform this task without manual involvement.

Add/removal of tags automation can be triggered by:

• switching pipelines' stage
• changing an agent responsible
• receiving an incoming message

As with all other triggers, you can add it immediately to all conversations on a stage, without waiting for any changes to activate the trigger.

📍 The other important news — the long-awaited auto.ru integration is finally live.

We have completed the development of auto.ru integration. Available in beta, this is a brand-new integration with a customer communication channel that is virtually non-existent on other messaging platforms.

Do you want to be a pioneer and start testing auto.ru integration right now? Contact our support chat, and we’ll provide access to auto.ru beta integration for free.

Try new functionality today in your Umnico account!

We keep making our live chat more convenient and efficient. Two very important functions have been released.

1. Typing indicator in chats

How it works:

• If your client types you a message, you will always know about it and see it inside the chat frame. To inform you about a client's activity, we have introduced a special message which informs you that a message is being typed for you.

Such a functionality works both ways. If a client types a message to you, you notice it. When you type a message to clients, they also see the same indicator in a form of a special message.

2. Typing preview or typing insights is a powerful feature that you can rarely find in other live chat software.

Now, if someone typed the text of a message, you can see what clients are typing even before they send the message to be ready with the reply. This is an important and powerful feature that will allow you to understand your interlocutors better and delight your customers with the speed of your responses.

How it works:

• When your client types a message in the live chat on your website (but does not send it), a gray message with the status “The message has not been sent yet...” appears in your chat frame.
• As soon as the message is sent, it displays as a regular chat message.

The aforementioned important and useful functionality is already waiting for you in your account. Start testing it and raise your sales with Umnico. In case of questions and issues, you can always contact our support team.

We’ve done what you’ve been asking us to do! It is no longer necessary for your employees to start a chat using the same instant messenger account. From now on, you can configure an account for each operator to reach out to new clients in the amoCRM integration settings. This applies to WhatsApp and Telegram integrations.

Here is how to set it up:

• In amoCRM, use “Synchronize” button in the Access settings to add all users to Umnico
• In Umnico, go to Users section, and click on “Settings” next to an operator with the role “Received from amoCRM”
• In the user settings, go to the “Account to reach out first” section, and select channel and source. Click “Save”

Now, operators can start a conversation with clients from Deal cards using specified account numbers.

No need to pay anything extra — the feature is completely free for all amoCRM users.

Test the new awesome functionality right away in your Umnico account!

We continue to refine our new collection of triggers. We have recently added two more triggers. As a reminder, triggers can be configured in ’Pipeline’ by clicking on the light bulb in the upper right corner.

Let’s start with the most important trigger — the automatic message sending. This functionality allows you to send a message to the chat if the action you need occurs.

How to set up automatic message sending:

1. Set when to execute the trigger: when a chat is moving to the funnel stage / when the assignee changes / when another message is received.
2. Specify the text of the message, attach files, and use emoticons when necessary.
3. Choose when to send the message: delayed sending or immediately.
4. Select when the trigger works: day of the week and time.
5. Don’t forget to click “Create a trigger”.

The second trigger is the assignee change, which set the one who is responsible for the dialogue.

The trigger allows you to change the user accountable for the chat when it moves to the next stage of a pipeline or when an incoming message arrives.

How the assignee change works:

1. Choose when to fire a trigger: when you enter the next stage of a pipeline or an incoming message is received.
2. Select who to be accountable for the chat when the trigger is fired.
3. Don’t forget to click “Create a trigger”.

When necessary, you can apply triggers to all existing chats inside the particular stage of a pipeline. The configured trigger turns on automatically and waits for a suitable condition to be activated.

Set up new triggers right in your Umnico account.

This week we have implemented another cool update — photo sharing!

Soon after adding Avito integration, we received requests to provide users with the ability to send photos of goods and services. Today we’re glad to announce that the functionality for sending and receiving images in Avito is live!

From now on, all users of Avito integration can exchange photos of their goods and services (examples of work) with their customers with no restrictions. A unique feature that is unavailable in other services.

The functionality is included in the price of Avito integration, so you do not need to pay extra. And of course, it is supported by our API.

You can start using the photo-sending functionality in Avito right now by logging in to your Umnico account.

A new incredibly useful chat feature for your website has been released.

It is called “Visitors”, it lets you observe all the users on your website and start reaching them first through the live chat widget.

Here is how it works:

• In the left menu you will find a new Visitors tab.
• That tab displays all the clients who are currently on the site.
• Information is available next to each client record: what page a client is viewing, how much time a client spent on the page, geolocation, device type, and how a client reached your page.

Cool! Isn't it? But that's not all.

Another important new feature is the ability to reach out to a client first through the live chat widget. You no longer need to wait for a message from your website visitors.

To do this, click on the “Write first” icon (notebook with a pencil) on the Visitors tab. You will get into a new type of chat with a client, which has full information about the visit.

After you send a message to your client, a chat will be created. You will be able to continue chatting with him/her either in the current chat or in the Inbox chat, where a serial number will be assigned to that client.

You are free to test new cool features right now in your Umnico account. If you have any questions, contact our support team, who will be happy to help you figure everything out.

We have great news for all Umnico users who utilize amoCRM.

Our team has finished testing and implementing the support of duplicate control feature in amoCRM. It is configured separately for each pipeline and prevents the creation of incoming lead duplicates based on BIG DATA, pixels, email addresses or phone numbers in deal cards.

You are free to go over that feature and set up the new functionality right now in your amoCRM account.  In case you encounter any difficulties, do not hesitate to contact Umnico support.

We have prepared for you a digest of the latest major updates:

📍 The Umnico mobile application has been translated into 5 major languages: Russian, English, German, Spanish, and Portuguese. A new version of our app is available for download in the App Store and Google Play. Install it right now, if you haven't already.

📍 There has been a redesign in the Umnico account settings. We continue to improve the interface of our service and have made several changes to the pages of the "Settings" section. Everything is better and clearer now.

Check out the updated Umnico interface right now in your account.

We have started implementing trigger actions in chats.

We've started implementing automatic actions in Umnico Inbox. Now, all our users have access to the long-awaited automatic distribution of chats and inquiries between the selected operators by channel.

 Here is how it works:

• A new button now appears in the Pipeline (the light bulb button).
• When you click on it, all Pipeline statuses are displayed, so you can add a new trigger and see all active triggers.

To set up automatic distribution of chats, click on the button, select the channel and the operators to distribute chats. If you receive another inquiry from a particular client, you can track whether the operator had a chat before or not.

Ready! Now, customer inquiries will be received by operators in turn.

Any trigger can always be changed, reconfigured, or removed. Before deletion, all actions performed by the trigger are preserved.

Check out the new feature of Umnico right away by login into your account.

📍 New WhatsApp integration engine

Recently Umnico's team has completed a technical overhaul of the internal WhatsApp integration infrastructure. Thanks to the update, interruptions in sessions with the user's device are minimized now. Moreover, we have introduced new systems for automatic downloading and synchronization of messages. All that allows us to significantly improve the stability of WhatsApp in Umnico and CRM, along with the speed of sending and receiving messages and files.

📍 Updated view of the integration settings page

For the convenience of users, we have updated the interface of the integration section in your personal account, as a result of which the setup process has become more understandable.