Product Announcements

Analytics and Reporting Multilingual Support
Viral Patel
May 16, 2024

Evaluate the effectiveness of your Language AI-Agent Translation through our latest Language AI Analytics.

  • Compare issue resolution performance between cases with Language AI translation and those without.
  • Gain insights into the impact of Language AI translation on your issue resolution performance, analyze critical metrics such as CSAT and TTR, and leverage these findings for better feature utilization.

You can find details on the reports and key metrics here.

Help Center
Viral Patel
April 30, 2024

Introducing a new Vertical Navigation Layout in SDK X, providing an improved in-app self-serve experience!  

The Vertical layout comes with collapsible sections that allow users to expand and view specific content as needed, thus reducing excessive scrolling. Users can click on any FAQ section from the vertical FAQ listing, and the FAQs will be displayed vertically. Admins can choose between vertical or horizontal navigation, ensuring that they have the flexibility to customize the navigation layout according to their app’s needs. 

To enable Vertical Navigation Layout, go to Settings ➡️ Branding and Customization ➡️ In-app Navigation Layout ➡️ select Vertical.

AI and Automation
Viral Patel
April 18, 2024

Multiple attachment capability has been added to the Bot workflow for more comprehensive data collection and smoother interactions! Previously limited to just one attachment, your bot workflows now support up to 10 attachments. 

To know more, visit our help article.

Channels Integrations
Viral Patel
April 15, 2024

You can now integrate Helpshift with your Discord servers, bypassing the need for support team assistance. This self-serve integration helps you gain more control over your Discord integration with self-serve capabilities and tailored configuration.

Notable Highlights

  • World’s first and only support integration with Discord
  • Support for Custom Bots, Feedback Bots, Automatic Intent Assignment, Customer Satisfaction surveys, and two-way communication
  • Discord users can get official support simply by sending a message to the Discord bot or tagging it in any channel

Refer to our help article for more information.

Analytics and Reporting Smart Intent
Viral Patel
April 10, 2024

Gain actionable insights into your Smart Intent (SI) and Automatic Intent Assignment (AIA) performance with the new Intent Analytics Reports.

Notable highlight

  • Analyze issue performance by assigned intent
  • Evaluate individual intent performance
  • Compare issue performance between intent and non-intent cases

You can find details on the reports and key metrics here.