Release notes

What’s new

Enhanced Inbox Experience

We’ve made it easier than ever to find and manage conversations in the Inbox with new sorting options! In addition to ascending and descending order, you can now sort your conversations.

Sort chats and tickets by:

1. Creation Date – Find conversations based on when they started.
2. Latest Message – Prioritize the most recently updated conversations.
3. Customer Wait Time – Identify chats where customers have been waiting the longest.
4. Time Since Agent Takeover – Track conversations based on when an agent last engaged.

Chat Closed Intent with Collect Feedback Action

AI Assistants now support a new Collect Feedback action, allowing customers to provide a voluntary 1 to 5 rating after a live agent closes a chat.

How it Works:

1. When a chat is marked as closed, customers receive a prompt to rate their experience.
2. Ratings are optional and provide valuable insights into customer satisfaction.
3. Feedback is stored in the Conversation’s Rating field and aggregated in analytics for reporting.

How to Enable:

1. Navigate to the Chat Closed intent in your chatbot settings.
2. Enable the Collect Feedback action.
3. Customize the rating message and response options to match your chatbot’s tone.

Bug Fixes & Improvements

• Analytics Table Timezone Fix: Data in analytics tables now correctly reflects the user’s timezone.
• External API Enhancements: Added support for external APIs to add notes and update ticket statuses seamlessly.
• Improved Export Performance: Optimized message export processing time for faster results.