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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 totimestamp1723560805156
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 hovertimestamp1723451040000
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 oftimestamp1723038525345
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 solutiontimestamp1722961457880
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 messagestimestamp1722528489825
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 uptimestamp1722440977636
New and improved dark mode for chatbot!
by Maura C
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
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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 yourtimestamp1722261614890
Introducing bulk refresh for your Content Hub!
by Maura C
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,