Changelog

We’ve shown the HubSpot helpdesk integration a bit of love recently with a few improvements:

1. Email only draft replies: You can now have separate reply modes for chat and email, so you can use direct replies for chat and note replies for email.

2. Auto-close timers: You can set an auto-close timer on a ticket, so if there is no activity it will automatically close.

3. Auto-assign: The AI agent will now assign tickets to itself automatically until a ticket is escalated, where it will unassign itself, this makes it easier to manage escalated tickets.

You can read more on how to set these all up here.

Your AI agent can now read and understand the context of screenshots and images shared in messages and emails so it doesn't have to ask the person to describe anything.

AI customer service agents can see images that are shared either in chats, email bodies or as attachments to emails.

It will process the image, and use it as context when answering the user or customer's question

You only pay $0.02 per reply where image reading is used.

Available now for Intercom and Zendesk integrations, coming soon for other helpdesks.

Read more on Image reading here.

Ever wondered whether your escalation guidance is being used and how often?

Or how many of your escalations are a result of your guidance?

Well, wonder no more!

We've just released escalation usage.

You can see it by going to Improve > Guidance > Handover, and Escalation.

You'll be able to see what percentage of your escalations come from your escalation guidance overall and by individual types of guidance in the last 30 days.

This will allow you to improve the specificity of your guidance and ensure that you can get it really dialled in.

Go and take a look at yours today.

Our self-learning articles have been live for just a few weeks but we’re already improving them based on your feedback.

Now when your weekly changes are made you’ll:

1. Get an email letting your know which articles have been updated

2. When you go into the self-learning section of your Dashboard (Improve > Self-learning), and click into an article you’ll see the additions and deletions in green and red.

You can learn more about self-learning here and keep the feedback coming!

Want to collect an email address from a lead or customer in Zendesk when they escalate a conversation?

Now you can with our email collection Task for Zendesk Messaging.

When the lead or customer triggers an escalation in any form, you can set your AI agent to collect details (email, phone number, whatever you want) that will be added directly into Zendesk so no details are lost.

If you're interested in setting this up for your agent, get in touch with us via our chat.

How do you rate your AI agent’s performance and track it over time?

Now when you are testing your AI agent in the Dashboard you can score your AI agent.

Score the agent on:

• Whether you’d send the response to a customer

• An overall score for the response

• What can be improved

• Any additional comments

You can then track these as you make updates to your agent.

To use the new QA scoring go to Dashboard > Improve > Test then click on any of your test questions to start scoring.

Learn more about testing here.

Your AI agent can now constantly improve, learning from your human agent replies, automatically.

Self-learning is the ability for your AI agent to learn from your human agent conversations, ensuring that you don't have to manually update its knowledge on an ongoing basis.

It happens automatically behind the scenes, without you having to lift a finger.

You can access self-learning by going to your Dashboard, clicking on "Improve," and then "Self-Learning."

By default, right now your articles will be “Unpublished” (draft), so:

1. Go take a look

2. Review them

3. Make any edits and then

4. Click to Publish

And, importantly, tell us how they could be better!

Read more about self-learning here.

On top of our recent launch of Tasks, you can now use AI to create your tasks, instead of having to fill in all the fields individually.

Just describe in plain English what you want the task to do, hit “Generate Task” and watch the AI populate all the relevant fields.

It’ll even tell you when if a Tool would be necessary for the Task to work.

To try it out, log into your Dashboard and head to “Tasks & Tools”, then click “+New”.