The next release is on 3/11/21 at 9pm PST
We are launching a number of new features with this release as well as updating core workflows and fixing bugs. Here's what's going live next Thursday:
Up until today, all of our forms served a specific purpose and tied into specific workflows and interfaces in the platform. For example, creating a Case, collecting customer feedback, diagnosis issues, etc. With this release we have added a new “General” form type that can be used anywhere. This form comes with a public URL so you can capture information from anyone on the web. It is also accessible inside webchat and the SDK and will be able to trigger automations from the Automation Engine that’s coming soon.
This new form type creates new use cases for our forms, such as empowering teams to send bulk emails to run NPS surveys, collect non-transactional feedback, display micro-forms inside chat conversations, and more.
In the near future we will be able to trigger custom automations and actions on the submission of these forms, which will unlock new possibilities for automated workflows.
We also updated the styling of our public forms to improve the design for colors, text size, weights, spacing and more. This updated styling now also allows you to include custom titles, descriptions, and Help Links (tool tips that link directly to Knowledge Articles) on each form field.
We are launching a major update to WebChat with this release that brings more knowledge, flexibility, and support options into the chat experience.
Webchat will now be similar to our in-app support SDK where you can provide more targeted and personalized experiences for customers from a single interface.
We have added the ability to include new support options on your webchat home screen. Instead of just chat, you can now add six different support options based on your needs, each with the flexibility to customize the titles and descriptions. These are the options:
Over time we will add additional options for the home screen of your WebChat widget, including third party apps, so you can customize it to deliver the exact experience you want based on who the customer is.
We also added a few additional customization options to ensure your chat experience is a natural extension of your overall brand experience. These updates include:
These new support options can be updated and activated with a single click from the cloud-based configurator. No code changes necessary. These are all new additional options so if you don’t make any changes, your chat will continue working as it does today.
We made a number of updates to our Support SDK across iOS, Android, Clover, Pax, and Cordova:
We continued to update our Knowledge product to create a better experience for teams that create and edit content:
We updated our search functionality across the system with the following updates:
We updated the core of the messaging panel for increased speed, responsiveness, and stability. This includes the speed that new chat notifications appear in your chat bar and the consistency in load times for messages across threads on each Case. We also made a few updates that include:
We are launching our RingCentral integration that will allow Organizations that use RingCentral to automatically create Cases from inbound phone calls, route them to the correct team, and pop the Case on the screen assigned to the agent that answered the call.
Both security and performance are incredibly important and we will continue to work to improve both with every release. This sprint we did the following:
As always, if you have any questions please email us at email@example.com