Product Announcements

Introducing a new enhancement to our bot workflows! Admins can now implement dedicated timeout branches within the bot workflow in the “Get Information” step of custom bot workflows. This feature addresses the problem of users going offline or not responding in time.

Instead of just redirecting users to a generic workflow with a Time-based automation, these branches in this new Bot step capability helps to retain user context, streamlining information gathering and preserving the context ensures a more seamless and tailored user experience.

Refer to our help article for more information.

Get a comprehensive view of AI-powered Answers performance with the new analytics now available on your dashboard.

• AI-powered Answers issues: View performance indicators such as CSAT and TTR.
• Non-AI-powered Answers issues: Measure the performance of the problems handled without AI-powered answers.
• Performance comparison: Compare the effectiveness of issue resolution with and without AI-powered answers.

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

This new capability automatically captures the last-read FAQ context, such as issue type and subtype, via Custom issue fields (CIFs) and metadata when users submit an issue. This allows support agents to quickly understand the user’s recent interactions with FAQs to suggest further actions that can be taken and provides a more personalized experience to your users.

Admins can configure CIFs for relevant FAQs, which can then be used for new issue automation. If CIFs are not configured, the last-read FAQ link will still be visible in the issue’s metadata, allowing agents to understand the context and engage in more meaningful conversations with end users.

To know more, visit our help article.

To address the growing risks in cybersecurity, we are excited to introduce a new Malware Attachment Scanner feature. This feature automatically scans all attachments for malicious content when agents attempt to download them, providing warnings if any threats are detected.

Key Benefits:

• Prevents harmful commands: Protects systems from risks like system takeovers, overloaded databases, and backend attacks.
• Scans all uploaded files: Ensures all end-user files uploaded to Helpshift are checked for malicious content.
• Enhances security: Acts as a defense line for agents interacting with end users, safeguarding against potential threats.

Please contact your customer success manager or the Helpshift support team to enable this feature, and refer to our help article for more information.