In a month where most people talk about Black Friday, we released 25 updates to Herodesk!
Big product updates
🛍️ AI Agent order lookup
The AI Agents can now be connected to your webshop via Herodesk and use that connection to look up customer orders. This lets the customer as for order status, track and trace code, etc., directly in the chat without involving a human agent.
✋ New SPAM filter
We’ve rolled out a new SPAM filter across all Herodesk accounts that analyses all incoming e-mails and automatically puts obvious SPAM mails into the JUNK folder. Remember to check your JUNK folder regularly, as conversations are automatically deleted after 30 days.
⚙️ Updated rule events for conversation assignment and auto-tagging
We’ve released two new rule events:
- Assign a conversation to one of a selected list of users, based on either round-robin (next-next-next) or least-busy (who has fewest pending or pending+open conversations right now?)
- Auto tag a conversation with one or more of a selected list of tags, based on an AI analysis of the latest message
Other product updates:
- Generation of suggested replies was blocking page reload or navigation (#86b77c5k5)
- Suggested replies were “typed out”, which gave a slow user experience. Now it’s shown as soon as it’s ready (#86b6ycmvj)
- Customize the welcome message for AI Agents (#86b6yakdr)
- Customize the background color and text color of the live chat bubble (#86b215m94)
- Added view-mode blank and JSON to FAQs (to enable embedding) (#86b6grg8h)
- New API endpoint for /inboxes and /smartviews (#86b4uzykt)
- New feature to limit a quick reply to one/more inboxes, so it’s only shown in the list of the conversation is in one of the chosen inboxes (#86b6grb46)
- Trigger “conversation updated” webhook on tag add/remove from conversation (#86b7mvuqr)
- AI Agent data set for google product feed now embeds all data fields, not just the standard ones (#86b6yb7jd)
Bug fixes
- Fixed some cases where people on CC was not shown correctly (#86b7grm8h)
- The list of conversations in the live chat showed conversations from other chat widgets (#86b76v8kn)
- Infinote scroll wasn’t working in the JUNK folder (#86b7h8te0)
- AI Agent stalled after receiving contact verification code (#86b79fx8m)
- AI Agent icon changed to a user icon during a conversation (#86b79fxx7)
- Live chat welcome message didn’t always appear (#86b5tk0e8)
- Some live chat messages didn’t reach the customers in first send attempt (#86b6hr8fu)
- Script tags breaks articles in Helpcenter (#86b7m8tw8)
- Prevent mobile browsers from zooming in on the text field in the live chat (#86b720ygd)
Thank you for sharing so many details, please keep sharing and we’ll keep building!