Why FAQ Bot
A new scheduling feature allows you to apply one or more schedules to your engagements. This allows you to receive live chat requests only during working hours, for example.
Live Chat inbox is optimised for mobile - so you can view and respond to live chat requests and messages on the go, on your mobile device.
Log in persists for a day now - you won't need to log in again every time you return to the FAQ Bot portal.
And all live chat configuration options are now consolidated on a single screen.
Highlights of this release include:
User management now available in the portal
Live chat improvements - new "pending chat" state and form entries now visible in the live chat history
Improved language handling and support for te reo Māori (machine translation only)
New engagement cues - check out the full details of all the ways you can now trigger engagements on our Engagements page.
Conversation persistence on the web - so if you navigate to a different page, the chat remains
Editable questions and chit-chat answers in the knowledge base
Browser title notifications for Live Chat
Email notifications for Live Chat
Live chat available on all supported channels
Knowledge Base display questions
Chit-chat moved to the knowledge base (customer-by-customer basis).
Performance improvements for FAQ Bot insights and knowledge base.
Enhancements to knowledge base insights to make it easier to monitor, manage and train your bot.
These include tagging, improved information about "Did you mean?" questions, and the ability to add question variants directly from insights.
Analytics for Microsoft Teams
Google Analytics support
Support for YouTube video content in knowledge base and engagements
Welcome messages become part of a wider range of engagement options
Configure welcome messages with buttons and forms, directly in the portal.
New chit-chat intents added.
Facebook Messenger agent escalation.
Self-service form builder
Second welcome message actions
Information collected from chat users via in-chat forms can be sent to you via email or sent directly to an API for processing.
New widgets added to analytics dashboard
Language selector added to chat widget
Filter knowledge base insights by confidence score