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Introducing Smart Reply: Elevating Agent Efficiency with AI-Driven Responses
by Darren Heaphy
We’re thrilled to announce the official launch of Smart Reply, now available as part of our AI Assist feature set, following several months of successful beta testing through our Early Adopter Program.
Smart Reply empowers support agents
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Updated Chat Insights with Enhanced Chatbot Details!
by Maura C
Our latest update to Chat Insights now offers deeper analysis of your Chatbot usage.
Instantly see how many chats were fully handled by Ava, how many were managed (or missed) by agents, and how many tickets were created from live chatstimestamp1726505143764
New Kaufland Austria integration
by Maura C
Kaufland, which is one of the most popular retail companies in the world, has now expanded into Poland!
Founded in Germany in 1984, it offers a wide range of household items like groceries, clothing, electronics and gardening suppliestimestamp1725379635387
CDiscount tracking now available!
by Maura C
We can now pull in tracking information for all your CDiscount orders, making it easier to respond to customers.
Use #tracking_code or #tracking_code_link snippets in your templates or directly in replies to quickly populate CDiscounttimestamp1725291625688
New User log report now available!
by Maura C
Our Report Extracts now include a 'User Log' report, allowing you to quickly generate detailed reports for all or individual users with just a few clicks.
We've retained the familiar column headings from the Enterprise reports, sotimestamp1724861298264
Improved Custom Fields report
by Maura C
We've improved the Custom Fields report in Report Extracts.
Previously, all custom fields were included in the CSV download, but now you can filter for a specific field, and only that field will appear in your report.
This updatetimestamp1724774233312
Enhanced chatbot Q&A report for deeper insights!
by Maura C
We've upgraded our chatbot Q&A report in report extracts with valuable new columns, including chat creation date, links to the widget, and most importantly, links to the content hub articles used, along with their confidence scores.timestamp1724687754178
Improved Snooze Ticket Functionality!
by Maura C
We've improved our snooze tickets feature!
We now have a more user-friendly calendar, making it easier to navigate between months. Plus, the current date is now the earliest you can select for snoozing a ticket, reducing the chance oftimestamp1724256144711
Dark Mode Just Got Better!
by Maura C
We've made another Dark Mode improvement!
The 'Customize Table Layout' feature has been revamped, offering much better readability in Dark Mode. This enhancement ensures a smoother, more comfortable user experience, making it easier on
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