eDesk Updates

eDesk Updates

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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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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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Improvement

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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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. With
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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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Announcement

Introducing Conditions-Based Logic in Ava’s Flow Builder

by Darren Heaphy
We’re excited to introduce a new feature in Ava’s Flow Builder: Conditions-based logic. This enhancement allows you to create more dynamic and responsive chat flows by setting up IF statements within your Ava flows. The first condition
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Exciting news! You can now connect your TikTok Shop to eDesk.

by Maura C
TikTok Shop allows sellers to create personalized storefronts and efficiently manage inventory. The platform supports businesses of all sizes with tools for order management, secure checkout, post-sales support and brand marketing. By
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Integrations

Content hub now supports sitemaps!

by Maura C
You can now enhance your Chatbot's Content Hub by adding a 'Sitemap External Web Page'. This feature automatically includes a list of all your web pages from the sitemap, eliminating the need to manually add each page individually. This not
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Improvement