Changelog

Want to test or QA your AI agent on a batch of tickets?

You can now upload a CSV of questions to your agent and have them automatically run.

You can then use our QA and scoring tools to rate the AI agent’s responses.

Find the upload button in Improve > Test.

You can now control whether or not your AI agent responds to messages in your social channels in Gorgias.

To turn this on or off, go to Helpdesk & Channels > Gorgias > Chat and find the toggle.

Hot on the heels of image reading in Zendesk and Intercom, we are now releasing image reading in Freshdesk too.

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.

Coming soon for other helpdesks.

Read more on Image reading here.

We’ve made some changes to how Insights works to improve performance, now to view your topics just click the Explorer button below your charts.

You should see things rendering a lot quicker now.

Watch this space for some bigger, more exciting Insights improvements coming soon also…

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!