In August, we worked on providing a more holistic experience for the customer service leaders who use our products. We’ve implemented some highly requested integrations and built events to help you track your conversations.
Let’s take a look at these features in detail.
Feature Updates
Track Conversation Events
Do you want to track all the events that happened during a conversation?
With Conversation Events, you can see:
1. Who assigned a conversation to an agent
2. Which agent changed the status of a conversation
3. The time at which an event took place
This will help customer support leaders keep track of the conversations in their business with better insights and real-time updates.
For example:
1. If your chatbot assigns a conversation to an agent, you will see a notification like
2. If an agent resolves a conversation and your customer re-opens it, you will see the following messages.
Use Zendesk and Salesforce FAQs to Train Your Chatbot
Your chatbot can now connect with your FAQs from Zendesk and Salesforce. Just go to your Knowledge Source section to start training.
You can find the Knowledge Source section in the following place:
Message-Based Pricing
We’re changing our pricing plans based on the market and the new features (generative AI) we’ve added to stay competitive. You won’t be charged based on the number of messages you use if you’re a new customer.
Note: These changes do not apply to existing customers.
Your plans will have the following message balance:
- Lite plan: 1,000 message/month
- Advanced plan: 5,000 messages/month
- Enterprise plan: Customizable number,
You’ll only be charged overage if you go beyond these limits monthly.
Improvements
- We’re making the URL and document more accessible. When you click on the link with which the bot has been trained, it will be opened in another tab.
- You can now convert buttons to a list in WhatsApp. When there are more than three buttons present, you can present them as a list.
Bug Fixes
- Your chatbot will no longer respond to random queries when the Web option is not enabled.
- If we add space in the field name of the pre-lead collection, then the collected data of that input field will be visible in the user info section.
- Parse only the widget-related cookies.
- Our website scraper can now extract all URLs from the link you provide.
- CSAT ratings are now displayed in order.
- When you click an empty area in the list of Bots, it won’t open a new tab for testing the bot.
