Feature-Based Access Control for Custom Roles
Streamline the deployment of new features by enabling precise, feature-based permissions for Agents, Supervisors, and Admins directly within the Team settings page. This capability allows brands to control rollout, facilitate testing, and enhance training, ensuring smoother adoption and better management of new Helpshift features. For more details, visit our help article.
Multilingual Support for AI Summary and AI Compose
Multilingual support is now available for AI Summary and AI Compose which are part of our AI Agent Copilot Suite of features. These features now support 16 languages, enabling global teams to work more efficiently. With this update, agents can generate summaries and craft polished, error-free replies in the language of the conversation—leading to faster […]
Enhanced Translation Controls in Language AI
Agents will be able to translate all end-user, bot, automation, and agent messages within an issue with just a single click. In addition, they’ll have the flexibility to selectively show or hide translations for individual messages or entire conversations, giving them greater control and clarity when handling multilingual issues. To know more, visit our help […]
Auto-Detect and Update End-User Language
We have added new functionality in Language AI to automatically detect and update the language in user messages. When an end-user types a message, Language AI can detect their language and update it automatically, eliminating the need for manual selection. The selected language is stored in the backend, persists across future conversations, and is reflected […]
Workforce Management Analytics (Workload and Performance Metrics)
Workforce Management Analytics enables you to monitor agent productivity and optimize workload, enhancing overall agent performance and customer support quality which can elevate key metrics such as Resolution Time and CSAT scores. In previous releases, we introduced initial time metrics, and now we are expanding our offerings to include more comprehensive workload and performance metrics, […]
AI Agent Copilot Is Now Generally Available
AI Agent Copilot is now generally available in the Helpshift Platform. Built to enhance agent performance and speed up resolutions, Copilot brings powerful AI tools directly into your team’s workflow—helping agents work smarter and respond faster. AI Sentiment: Analyze emotional tone in real-time to assist agents in responding with empathy and tracking evolving sentiment during […]