Product Announcements

The new annual update is crucial for maintaining the optimal performance of your applications and preparing them for our future releases. Key updates include:

• Enhanced OS Support: Compatible with Android 7-15 and iOS 14-18, ensuring your app stays up-to-date and runs seamlessly on the latest devices. SDK 10.4.0 compiles on Java 8 for Android 15 support. For details, please refer to the OS Technical Support Policy.
• Bug Fixes: Benefit from our comprehensive bug fixes for improved app stability and performance.
• Support for User Hub (User Identity & Profiles): This lays the groundwork for the next wave of features that will rely on robust user identity and profile management. Read more below.

For a detailed list of all the improvements, please refer to the Android and iOS Release Notes.

Note: Additional SDK X v10.4.0 plugins will be rolled out in phases, beginning with Unity.

The feature allows administrators to create tailored access roles for dashboard functionalities, aligning permissions with organizational needs. Available in the Roles and Permissions page under Settings, which includes System Roles and customized access options. This enhancement improves security and efficiency and is now available in the Enterprise and Growth plans.

Refer to our help article for more information.

Workforce Management Analytics allows you to track agent productivity and optimize workloads, improving overall agent performance. Maximizing agents’ time utilization helps enhance customer support quality and key metrics such as Resolution Time and CSAT scores, resulting in more efficient and impactful customer service operations.

• Trends (Workload) Report: Provides aggregated agent time metrics, which help analyze overall team productivity patterns.
• Summary by Agents Report: This report details time metrics for each agent, facilitating a comprehensive evaluation of individual performance.
• Summary by Groups Report: Presents aggregated time metrics for each agent group, making it easier to compare group productivity.
• Analytics Agent API: This API provides agent-specific time metrics that can be used in custom dashboards.

Please check the Dashboard Analytics Glossary for additional information.

Admins now have the ability to set up real-time validations in custom bots, allowing them to ensure that user input adheres to specific formats. This new feature conducts instant checks on data as it’s entered, giving users immediate feedback if their input doesn’t meet the specified criteria. This capability guides users to rectify their entries on the spot, streamlining the data collection process and minimizing errors. As a result, it leads to more precise data submissions and faster issue resolutions.

Refer to our help article for more information.

Language AI for Text Template Translations allows for quick and efficient translation of text templates into any language with just one click. Admins currently have to manually create and manage content in multiple languages for Bots, Automation, Smart Intents, Smart Forms, Greetings, and Default texts, often using external translation tools and incurring additional costs. This feature automates translations, making the content management process more straightforward and cost-effective.

Key Highlights:

• One-Click Translations: Automatically translate text templates into over 70 languages with a single click.
• Support for All Templates: Translate new and existing templates effortlessly using Language AI.
• Manual vs. Machine Translation: Admins can choose between machine or manual translations to suit specific needs.
• Save as Draft: Add translations and save text templates in draft mode, ensuring active templates remain unaffected.
• Cost Savings: Eliminate reliance on costly external tools while ensuring consistent brand voice and quality in all languages.