Users can now restrict a customer’s ability to see conversations, create new ones, or interact with chatbots or agents for a set duration if they go against predetermined communication rules.

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Linking tickets with conversation source

Users can now easily associate the source of a ticket with the particular conversation in question if the ticket was created in a live chat.

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Automatic ticket creation

Tickets can be created automatically for customers using the new chatbot "Create ticket" action.

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Analytics and tracking dashboard

Users now have access to an analytics dashboard around customer behaviour with eight different data points that provide insight into customer behaviour and organisational performance.

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New webchat snippet events

Added functionality to the web chat embedding for greater customer control to expand or minimise webchat, triggered by customer action. Check the documentation.

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