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Embedded Instructions in Custom Answers
by Darren Heaphy
We are thrilled to announce a new enhancement to Ava, our AI-powered chatbot. You can now embed detailed instructions within custom answers, greatly enhancing Ava’s ability to provide precise and contextually appropriate responses.
Withtimestamp1721821248932
Track Agent Performance with Improved Insights!
by Maura C
Quickly view tickets resolved by each agent directly from your Insights dashboard.
Track the number of tickets resolved and the replies needed before resolution. Navigate to Insights > Agents > Tickets handled and use the drop-downtimestamp1721751945783
Enhanced Report Extracts: More control with ticket status filters
by Maura C
Our latest improvement enhances your Report extracts, offering more flexibility in the tickets you are reporting on with new filters.
Now, you can filter by ticket status, so that you are only reporting on tickets of the status youtimestamp1721663256482
New SLA Breaches Report now available!
by Maura C
Stay on top of your customer care performance with our latest SLA Breaches Report in your Report Extracts.
This report lists all tickets that breached SLA, helping you identify areas needing improvement in response times. Downloadtimestamp1721219432261
Introducing Conditions-Based Logic in Ava’s Flow Builder
by Darren Heaphy
We’re excited to introduce a new feature in Ava’s Flow Builder: Conditions-based logic. This enhancement allows you to create more dynamic and responsive chat flows by setting up IF statements within your Ava flows.
The first conditiontimestamp1720523726321
Ava now supports markdown URL's
by Darren Heaphy
We are excited to announce that Ava now supports markdown URLs! Markdown is a lightweight markup language that makes it easy to format text and add links using a simple syntax. Here’s a quick guide on how to use markdown URL’s in thetimestamp1720104744645
A small border improvement!
by Maura C
Sometimes the little things need a mention too! We’ve improved the borders on all avatars so now your smiling face will be surrounded by a nicer, smoother border next to your Reply box, your Chat Widget and in your Chatbot. So gettimestamp1720009517194
Did you know you can now filter by AI classification!
by Maura C
You can now filter by AI classifications in the mailbox, enabling you to answer all tickets in that classification quickly - or in one go if you choose! You can also pin that AI classification to the sidebar for easy access in the futuretimestamp1719919744008
Exciting news! You can now connect your TikTok Shop to eDesk.
by Maura C
TikTok Shop allows sellers to create personalized storefronts and efficiently manage inventory. The platform supports businesses of all sizes with tools for order management, secure checkout, post-sales support and brand marketing.
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