Now there are new chart types in custom reports – stacked and multi-series line charts, tables, and grouped column charts – to help you better visualize and understand your data by comparing multiple attributes in a single view. We’ve also added more granular segmentation in charts for greater flexibility to report on team performance, and the ability to duplicate reports and charts.
To learn more, visit our help center.
You can create a more consistent experience for customers– and your team–when providing support on Facebook and Twitter. Previously, the support workflows that you set up for messaging, didn’t work the same with our social integrations, or were missing. But, that changes today:
1️⃣Any replies to Facebook or Twitter conversations closed for 5+ days, will start a new conversation. This enables your Inbox rules, SLAs, and reporting to work correctly.
2️⃣Reply times will now trigger on Facebook and Twitter as well, so that you can automatically set the right support expectations, wherever your customers are.
3️⃣You can also automatically collect CSAT on Facebook and Twitter, which helps you understand and benchmark the quality of your support across channels.
Sharing reply times and CSAT, Facebook and Twitter will use the same Task Bot that you have enabled for the Messenger. To learn more about providing support on social, see our Facebook and Twitter help articles.
With new usage data, it’s easier for you to optimize and keep your macros organized. By seeing how many times a macro has been inserted over the last 30 days, you know which ones are ineffective and can be deleted from your library. Likewise, for heavily used macros, you can use that as a signal on which conversations can be better handled by your team, or even automated.
You can now manage which teammates and roles can access inbox rules, which control workflows like automatic assignment, tagging, and more. With these new permissions, you can restrict who can change the configuration of their workspace.
To learn more, check out this article.