Changelog

Don't already have help docs/a help center? No problem, we can help you generate one automatically from your historic tickets.

There are lots of reasons you may want to train on your past/historic tickets:

• You have been too busy to keep your docs up-to-date

• Your product has grown so fast that you never got a chance to create your docs in the first place

Whatever the reason, we can help.

Now all you need to do is connect your helpdesk, and we'll train on 10,000+ of your historic tickets.

We'll then provide you with a set of output help center articles to use in your AI agent or publish to your help center.

Training on historic support tickets is included for free on all Scale plans and available for a one-time fee of $499 on Pro plans.

Read more on how to train on historic support tickets here.

We have now made our Tasks feature available to everyone.

This means you can build complex multi-step processes for your AI agent to follow.

You can read about how you can use Tasks here, and get some inspiration for how you can use them here.

To test them out today, just login to your Dashboard and go to "Tasks & Tools".

Occasionally with AI you don't always get an answer you expect, with our improved Inspect feature you can better understand your new AI agent's responses.

Just click Inspect answer then ask your question to better understand the answer.

You can read more on debugging AI replies here.

It’s been a little while coming (and a good amount of work!) but I am happy to announce we have now obtained our SOC-2 Type II certification!

SOC 2 Type II is an independent audit that shows a company is following strict security and privacy practices to protect customer data.

While a Type I report checks that the right controls exist, a Type II report goes further by verifying that those controls were actually working effectively over a period of time.

Hopefully this should help us to:

• Build trust: Proving to you (our customers and partners) that we handle your data securely.

• Reduce risk: Ensuring we have strong processes around security, availability, and data handling.

• Operate maturely: Demonstrating consistent, well-run, industry-recognized internal security practices.

If you would like access to our Trust Center or SOC-2 report, just get in touch with us via our chat.

You can now use AI to automatically tag your Freshdesk tickets and Freshchat conversations.

It can take hours of repetitive work to tag and categorize your support tickets and emails each month.

But now your AI agent can automatically do this classification and categorization for you, directly in Freshdesk, accurately and consistently, so you can focus on understanding what your customers are asking and how they are feeling.

You can also use it to decide which tags or custom fields categories you want your AI agent to reply to, and which you will handle yourself.

Learn more here for Freshdesk and here for Freshchat.

Now you can control which types of conversation your AI agent replies to in Intercom with our block AI reply by tag feature.

For each tag or conversation attribute you can decide whether you want to use your AI agent or not.

Learn more about how to enable this here.

We often don’t chat in the same way we email, so to reflect in your AI agent, you can now specify whether your Communication & Style guidance is for your agent everywhere, or only for email replies.

Go to Improve > Guidance and either enter a new piece of Communication & Style guidance or edit an existing one, then select “Email only” from the drop down at the bottom of the guidance.

If you’re a HubSpot or Gorgias user (especially those with multiple accounts or brands), you can now specify which email accounts you want your AI agent to reply from by allowing accounts.

To do this, go to AI Agent Setup > Customization and scroll to the “Reply from specific accounts” section.

Enter the accounts you want your AI agent to reply from, click Allow and you’re all set!