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Enhanced Chatbot Handling for Unknown Emails!
by Maura C
We've improved our Chatbot! Now, if a customer triggers a ‘Select Order’ node but their email doesn't exist in eDesk, they're directed down the 'Order not selected' branch, allowing them to be passed to an agent or receive other messagestimestamp1722528489825
Simplify Chatbot Creation with Our New Template!
by Maura C
Creating a chatbot is now easier than ever with our new template! It includes 4 pre-built flows, featuring an AI flow, ensuring a comprehensive chatbot experience for your customers. Set up your chatbot in just a few clicks, freeing uptimestamp1722440977636
New and improved dark mode for chatbot!
by Maura C
Great news for dark mode fans! We've enhanced our chatbot's dark mode for better visibility and comfort.
Enjoy creating your flows without straining your eyes, thanks to improved contrast and clarity. Experience a smoother, more
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Chatbot clean up!
by Maura C
We've enhanced our Chatbot to let you delete defunct flows easily. Now, you can tidy up and remove any unused or unwanted flows. Plus, if a flow is linked to another flow and might be important, we'll warn you before deletion. Keep yourtimestamp1722261614890
Introducing bulk refresh for your Content Hub!
by Maura C
Keeping your Chatbot current is now easier than ever!
Previously, if you made a number of changes to your website, you had to manually refresh each page in your Content Hub to update those changes.
With our new bulk refresh feature,timestamp1721894400000
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. Download
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