eDesk Updates

Enhanced Chat Prompts for Better Engagement!

by Maura C
Our latest improvement ensures that Chat Prompts on your website will now display when a Chatbot is enabled, regardless of agent availability. This gives your customers more chances to interact with the Chatbot, increasing the likelihood
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Improvement

New Custom Fields Report Now Live!

by Maura C
We've added a powerful new report for Custom Fields to our Report Extracts! You can now download detailed CSV reports on your Custom Fields, filter by specific fields, ticket types, channels, and ticket owners. Tailor your outputs to
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Enhanced Insights with an Updated Ticket Heatmap!

by Maura C
We've taken Insights to the next level by updating the Ticket heatmap to now include Resolved tickets. This improvement allows you to easily track how many tickets were resolved on any given day. For even more precision, simply hover
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Enhancing Ava’s Flow Builder with New Conditions-Based Logic

by Darren Heaphy
Last week, we introduced Conditions-Based logic in Ava’s Flow Builder, starting with the ability to check whether agents are online and available to take over conversations from Ava. This week, we’re excited to announce an expanded suite of
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Manage Instagram Replies Seamlessly with eDesk!

by Maura C
Did you know eDesk can now pull in Instagram's replies to comments? Each reply opens a new ticket within eDesk while linking to the original comment for easier management. Enhance your social media support with this streamlined solution
Improvement

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 messages
Improvement

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 up
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New and improved dark mode for chatbot!

by Maura C
Improvement
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

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 your
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