Smart Updates sends short news only to customers who agreed to hear about a topic, within fixed limits. Everything is on one page: the switch, the update you are writing, your updates and who the next send reaches.
Open Content → Smart Updates. The switch at the top, Send updates to customers who agreed, turns sending on or off for your workspace; changing it needs the send permission. If the platform does not offer Smart Updates yet, the switch says so and stays off. Beside it you see how many customers agreed to updates and how many asked to stop.
Sending needs both platform availability and workspace opt-in, and turning the switch on does not override platform policy, customer preferences or channel restrictions.
Approving a Knowledge article that customers can read creates a Smart Update draft with its title and opening. Its card says Needs a topic: edit it, choose topics, and approve it. Editing an approved update sends it back for approval. Approval is a decision about the words; it is not a send to every customer.
Customers subscribe by explicitly agreeing in a conversation. The assistant asks for this consent only when a customer asks to be kept informed, and never while they are complaining, being handed to your team or already answering another question. The console does not provide a way to import a subscriber list or subscribe somebody on their behalf.
Consent records the topic and language. Customers can reply STOP to end updates, ask for fewer messages or pause them, and are never re-added by the workspace. Audience figures are counts; the page does not list customer names.
Next send says, topic by topic, how many customers the next send would reach and with which update. Open Why some customers won’t receive it for the reasons, in plain words, with how many customers each applies to.
A customer receives at most two updates a month, at least 14 days apart, never late at night, and only while their messaging window allows it; an update also waits while their conversation has an open case or is with your team. Preview counts are a snapshot: the sender checks everything again at the moment of sending, so a customer who opts out after the preview is not sent anything. These controls do not establish legal permission for every use; your organization is responsible for the content it publishes and its customer communication obligations.
When a customer wants a specific product your catalogue doesn’t have — a model, a version, a price — and nothing you list suits them, the assistant can ask once: “Would you like me to let you know here if it’s added?” Nothing is recorded unless they say yes. It is not asked during casual browsing, when a listed product would do, during a complaint or an order, or on a channel that cannot write to them first, such as the website chat. On WhatsApp it also needs your approved re-engagement template.
When a matching product is in stock, the customer gets one message naming it and its price, and the request closes. The message waits while a person on your team has the conversation, during quiet hours, and if the customer already had one that day; a customer who replies STOP is never sent it. A request nothing matches ends after 90 days. Customers waiting for products on the Smart Updates page shows what customers want and whether they have been told — never who they are.
Under How often it asks and follows up you can choose the last 7, 30 or 90 days and see how many customers the assistant asked, how many said yes, how many were told when a product arrived, and how many are waiting now — with the reasons it sometimes chose not to ask and why a message had to wait.
Stop sending on an update’s card stops that update for good (on a draft that was never approved the button reads Discard); it moves to Stopped updates and cannot be restarted, so write a new one instead. Turning off the switch at the top stops every update. Neither can retract messages already delivered.
Customer service continues through the ordinary conversation workflow. Smart Updates is separate from appointment reminders, a general newsletter integration or unrestricted bulk messaging.