We’re thrilled to announce the release of the Knowledge Base feature, now with URL support! This powerful new addition allows you to enrich your conversational app with comprehensive, up-to-date information drawn from multiple sources, including live webpages.
Key Highlights:
Watch this video to learn how to use the knowledge base in your conversational app today:
To learn more about Knowledge Bases, please refer to our product documentation.
We are introducing Automation metrics to help you understand how many of your conversations are being handled exclusively by the automation, and how many are escalated to an agent. Please stay tuned, as we plan to incorporate additional metrics in this page.
You can now analyze and read through conversations, including the ones that were exclusively handled by the automation (with no agent intervention). We introduced a new section in analytics in which you can access a table with all of the conversations happened in the selected period. Use the filters to narrow down your research and click on the conversations to expand them and read what you customers are saying.
We added two new relevant metrics in Projects analytics: "Created cases" and "Average first answer time".
If you need more details about how these metrics are calculated, please access our Projects Metrics Glossary from the home page.
WhatsApp Cloud integration is now accessible for all active organisations. This new feature allows seamless integration with WhatsApp Cloud, enabling better communication and enhancing customer interactions.
You can now navigate easily between connected flows. When the flow you’re working on is linked to other flows, a new section called ‘Go to Previous Flows’ will appear in the green component where the flow begins (either Conversation Start or Flow Start).
Clicking on this section will open a list of connected flows, allowing you to jump directly to any of them by clicking the Open button.
We added a new filtering item in Inbox. By selecting "Online" as filter, you will be able to only visualize the cases in which the enduser is currently online.
We added a new sorting option in Inbox. You are now able to sort cases based on their creation time, ascending or descending.
We’re excited to introduce Auto-Save, a new feature that ensures your work is always protected. Now, as you create or edit your flows in the Flow Builder, every change is saved automatically in real-time. No need to worry about losing your progress, just focus on building and we’ll handle the rest.
The save button is now a thing of the past. Instead, you’ll see a confirmation message at the top bar next to the Preview button whenever your work is saved.
If there are any errors with your conversational flow during the save, you’ll be notified via the notification center, and any problematic content will be clearly marked with an orange icon, making it easy to identify and resolve errors.
Planning to close your flow before it’s saved? No worries! We’ll ensure your latest changes are saved before closing. And if you prefer manual saves, you can still use the Command+S shortcut to save your work whenever you like.
We're excited to announce updates on Agent Analytics. We are adding a new view that will help you monitor how agents are managing cases. You will be able to access the new view at app.hubtype.com/analytics/agents. If you prefer the previous version, you can always access it via the banner on top of the page.
If you want to know more about what each metrics means and how they are calculated, please refer to our glossary.
Flow Builder now allows only one user to edit a conversational experience at a time. If someone else is working on it, you’ll be notified and given the option to end their session.
Once the session has been ended, the other user will be informed.
We’ve introduced a new notification center in Flow Builder. Now, when you save your conversational experience, any content with errors will be highlighted with an orange icon, making it easier to spot issues. An additional orange icon will also appear as a button next to the save button, indicating that there are errors in the flow.
To open the errors list, click the error button in the top bar and they will be displayed. If any errors are due to missing Content IDs, you can easily generate them using AI.
We've improved the way of processing knowledge base sources. From now on, when you access a knowledge base and add a source, a modal will open in which you will have to define a title and upload a file in pdf, doc, xlsx or txt format.
Once you have everything ready and add the source, it will be included in the knowledge base list and will be ready to be used.
We’ve included the possibility to preview and test the conversational experience while you are building it in Flow Builder. As you can see in the image below, we’ve added a new button on the top-right corner to open the preview.
When you click on it, you will see that you can test the experience in web chat by default.
If you want to test it in WhatsApp you could add a WhatsApp Playground integration and then will be added to the preview list.
Once you click on the web chat, a new window will be opened and you will be able to test the conversational experience you’ve defined on Flow Builder.
Take into account that to preview the last changes you have to Save your conversational flow.
Above the web chat, you can choose the language and country in which you want to test, and restart the conversation to start from the beginning.
When the experience has handoff, the case will not be created, but it will inform you that the action has been performed correctly through a message specifying the queue in which it would be generated, so you can make sure that the cases arrive at the desired queue.
Now you can add thumbs up & down feedback buttons next to the knowledge base generated message in web chat channel, this way when the user receives an answer from the knowledge base, she/he will be able tell you if the information provided has been helpful or not.
To activate it, select the knowledge base component in the Flow Builder, when the right panel opens you will see a new switch called “Ask for user feedback”.
Once you activate it, you'll see thumbs up and thumbs down added to the component in the flow board, so you can identify at a glance whether it's activated or not.
