eDesk Updates

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.
New
Improvement

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 of
Improvement

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
New
Improvement

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
New
Improvement

Handy Hint for Your Message Rules!

by Maura C
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
Announcement

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
New
Improvement

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