eDesk Updates

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Enhanced Chat Prompts for Better Engagement!

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

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

Handy Hint for Your Message Rules!

Did you know that you can insert an OR condition in your Message Rules using the pipe (|) symbol? If you have a list of emails you want to mark as Spam, use the | symbol to insert them into your Rule without creating a new 'Email

Manage Instagram Replies Seamlessly with eDesk!

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

Enhanced Chatbot Handling for Unknown Emails!

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

Simplify Chatbot Creation with Our New Template!

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

New and improved dark mode for chatbot!

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

New and improved dark mode for chatbot!

Introducing bulk refresh for your Content Hub!

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,

Track Agent Performance with Improved Insights!

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-down