eDesk Updates

eDesk Updates

www.edesk.com

Take Control of Your Gmail Read Status from eDesk!

by Maura C
Seamlessly sync your Gmail read statuses with eDesk. Did you know, when you connect your Gmail to eDesk via the Google App, you can choose when to mark your messages as read in Gmail? Choose between marking them read when 'Pulled into
Improvement

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 chats
Improvement

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 CDiscount
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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
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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

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