NEW
IMPROVEMENT
Developer API
Integrations
Softphone App
messaging
May 16, 2024
Enhance Your Conversations: New Insights and Improved Interactivity in Latest Update
We released an update to the app and platform today, which is the first in a series of releases around two topics: 1) speeding up conversations to remove wait times and delays some users experience when using SMS, Chat, and WhatsApp, and 2) foundational work for AI Customer Insights and AI Helpers.
Platform
Added support for conversation insights data action - This new data action fires when a user requests customer insights from a SMS, WhatsApp, or Chat conversation. The new action type allows you to show a different set of insights for a customer when talking to them over messaging vs: on a call vs: before a call. Learn more.
Mobile and Desktop App Updates
Insights are now available on conversations (SMS, Chat, WhatsApp):- Insights for other participants in the conversation can be retrieved by clicking the individual participants in the conversation details screen
- When accessing Customer Insights from a conversation (via the + button) or the conversation details screen, an insights data action will be performed for the primary contact in the conversation (i.e. the contact whose name appears at the top of the screen)
- When opening a conversation from a mobile push notification, its messages are retrieved immediately (rather than waiting for a synchronization), and the user can start sending messages instead having to wait until synchronization has completed. This is the first of multiple releases aimed at improving conversation load and responsiveness.
