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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 chatstimestamp1725379635387
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, sotimestamp1724774233312
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 oftimestamp1724083720901
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 likelihoodtimestamp1723451040000
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 oftimestamp1723133949094
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
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