Now you can add actions at any point in your Custom Bot paths. For example, you can assign a lead to sales during a bot interaction, enabling sales to act faster and connect with more leads while they’re on your website.
Previously it was only possible to add actions like sending an app, assigning a conversation, or tagging a lead at the end of a path. Now you can have Custom Bots take an action as soon as you want. Check it out:
Our new report lets you easily drill down into the content of your conversations and spot emerging trends. Using the conversation tags report, you can:
✅See all tags by volume across inbound and outbound conversations, over time
✅Know how often tags are applied, compared to total conversation volume
✅Analyze multiple tags together, or further filter conversations by a specific date, user tag, teammate and source
If you need custom insights, you can also export a CSV of your conversation tags data. To learn more about the new report, read our help article.
Now when you set a Custom Bot live, you can see how people are interacting with the bot and conversations the bot has started. Click on "Engaged" or "Completed" for any Custom Bot you have live to see this information.
Now you can launch a Custom Bot from a button that appears across multiple website pages, such as a Contact Us button in your footer.
To help customers easily find your help content organically, we've made three updates to Articles:
✅ Ensured that your new URLs keep their previous ranking signals for search engines by moving from a temporary 302 redirect to a permanent 301 redirect
✅ Adjusted redirects to include support for URL parameters, so that you can continue to track user behavior on your help content
✅ Added support for non-ASCII characters in article URLs to make links more readable for your different customers
To learn more about Articles, see our FAQ.
You can now insert articles into saved replies so you can give comprehensive answers, faster. To add an article to a new or existing saved reply, click on the Article Inserter icon at the bottom of the editor.
We’ve also resolved an issue which prevented embedded articles from fully displaying in email. Now when you send an article in email, your customers can see the full article card before clicking.
To learn how articles can be shared with your visitors or users, go here.