Custom Roles
The feature allows administrators to create tailored access roles for dashboard functionalities, aligning permissions with organizational needs. Available in the Roles and Permissions page under Settings, which includes System Roles and customized access options. This enhancement improves security and efficiency and is now available in the Enterprise and Growth plans. Refer to our help article […]
Workforce Management Analytics
Workforce Management Analytics allows you to track agent productivity and optimize workloads, improving overall agent performance. Maximizing agents’ time utilization helps enhance customer support quality and key metrics such as Resolution Time and CSAT scores, resulting in more efficient and impactful customer service operations. Please check the Dashboard Analytics Glossary for additional information.
Format Validation in Custom Bots
Admins now have the ability to set up real-time validations in custom bots, allowing them to ensure that user input adheres to specific formats. This new feature conducts instant checks on data as it’s entered, giving users immediate feedback if their input doesn’t meet the specified criteria. This capability guides users to rectify their entries […]
Language AI for Text Template Translations
Language AI for Text Template Translations allows for quick and efficient translation of text templates into any language with just one click. Admins currently have to manually create and manage content in multiple languages for Bots, Automation, Smart Intents, Smart Forms, Greetings, and Default texts, often using external translation tools and incurring additional costs. This […]
Bot Step with Timeout Capability
Introducing a new enhancement to our bot workflows! Admins can now implement dedicated timeout branches within the bot workflow in the “Get Information” step of custom bot workflows. This feature addresses the problem of users going offline or not responding in time. Instead of just redirecting users to a generic workflow with a Time-based automation, […]
Analytics for AI-Powered Answers
Get a comprehensive view of AI-powered Answers performance with the new analytics now available on your dashboard. You can find details on the reports and key metrics here.