New in Smooch this month: what we’ve learned from dogfooding Smooch, support for WhatsApp’s Reply feature to a particular message; the ability to buy a support plan from the Smooch Dashboard; small updates to our APIs & web SDK. Oh and hey — we’ve won that Martech award!

What’s new 🎉

What we learned from dogfooding Smooch

Last March we challenged ourselves to create a cool conversational experience for exhibitors and attendees at Enterprise Connect, one of the biggest tech conferences for enterprise communications.

The premise was simple: We wanted to showcase the power of messaging to as many people as possible. Attendees would chat with a bot and get free stuff at our booth. Exhibitors would chat with the same bot before being handed off to a human agent. Agents coordinated deliveries with runners on the floor, zipping between booths, dropping off candy, drinks, and swag.

We’ve built the experience using Web Messenger and incorporated cool features like letting exhibitors pick the item they wanted from a carousel and capturing their contact information via a Conversation Extension. We sent delivery updates by enabling them to link their WhatsApp or mobile number to their profile as part of their check-out flow. We also experimented with an early customization framework to give our Web Messenger a makeover. We normally build the APIs you use everyday, so it was actually great to eat our own dog food and feel a bit of your pain. We’ve written a blog post about it where we talk about how we’ve built that stuff while reflecting on what it’s like to be in your shoes. Check it out here.


Support for quoted messages on WhatsApp

This month we’ve added support for Quoted Messages, WhatsApp’s Reply feature which allows users to respond to a particular message or ‘quote’ it in their reply. From now on, whenever a user replies to a particular message on WhatsApp, the payload of the quoted message will be included in webhooks and API responses.


Buy a Smooch support plan right from your Dashboard

We’ve made it easier for you to purchase our Advanced support plan in self-serve mode. Simply navigate to the Billing page in your Dashboard and pick your plan. On top of providing chat and email support, our expert team will provide architectural and operational guidance based on best practices and provide training support. Learn more about Smooch support plans here.

Other API & SDK Updates ⚙

  • Source/Destination schema: We are now providing additional information for messages coming from appUsers on 3rd party channels. The originalMessageId field indicates the message identifier assigned by the originating channel and the originalMessageTimestamp field will provide the original timestamp. Find out more here.
  • Web Messenger: v4.17.5 improved performance when displaying long conversations. v4.17.6 fixed the date in the message status indicator when the appMaker reads a message. v4.17.7 added margin to reply actions to unstick them from the scrollbar. v4.17.8 added a CSS class to a connection error banner for easier customization.

Check out our changelog for the complete list of updates.

Messaging News & Insights 🤓

Smooch in the news

Last month we told you Smooch was nominated for Best Chat/Conversational Bot Tool at the 2019 Martech Awards alongside Drift and Wizu — and this month we can tell you that we won! This is a big deal for us, and we’d like to thank everybody who took time to cast a vote.

This month, Smooch is a nominee in the Incite Customer Service Awards for Solution Provider of the Year! You can vote for us here. 🙏

Telecom Reseller Podcast interviewed our Cofounder and CEO, Warren Levitan, for their episode Get to Know Smooch, where they hit on topics like the state of contact centers, connecting business software to messaging channels, and keeping the customer at the center of an omnichannel solution.

Warren was also interviewed by Martech Series about conversational marketing, building a winning employee culture, and which books he's currently reading. The interview provides detailed and straightforward explanations about what Smooch does and what it can do — a must-read for anyone curious about implementing a business messaging solution.


On June 3, Warren will be moderating an all-star panel at the Customer Service Summit in San Diego. If you haven’t signed up yet, get $300 off with discount code “Smooch300” — hope to see you there!