Updates + Releases

FAQ Bot product updates - new features bug fixes and announcements

August 12, 2021

Improved resilience

This release includes updated engagements, changes to bot caching to improve resilience, and log-out improvements.

June 8, 2021

Selective publishing

Selective publishing allows you to make changes to your FAQ Bot's knowledge base, and then choose which questions/changes to publish – it’s no longer an all-or-nothing situation.

May 19, 2021

One step live chat option

When enabled, live chat is immediately accepted on the candidate side once an agent accepts the chat. Available on web channel only.

April 28, 2021

Analytics performance improvements

Changes to the way analytics data is computed, for faster loading of your bot's analytics dashboards ⚡️

March 23, 2021
New Feature

FAQ Pages

FAQ Pages turn any FAQ Bot knowledge base into a searchable, browsable help site. Here's an example.

Without any extra work on your part, give your customers two possible ways to find answers to their questions:

  1. Ask your FAQ Bot a question
  2. Ask a question or browse questions by topic on your FAQ Pages

This release also includes a change that allows you to edit categories in your knowledge base.

March 4, 2021
New Feature

Conversation history link sent with contact form submissions

Whenever one of your customers sends a contact request through your FAQ Bot, we include a link to the entire conversation history in the FAQ Bot portal.

We've also added access to conversation history to the read-only role, and updated the styling of our callouts.

February 18, 2021

Performance improvements

This release includes some changes to the FAQ Bot web chat widget to further minimise the impact of your bot on page load time.

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September 22, 2020
New Feature

Conversation history & score over time

Conversation history - view an entire conversation in the portal, linked to knowledge base insights

Conversation score over time - see how your conversation score is tracking 📈 in FAQ Bot analytics

August 22, 2020
New Feature

Easy bot styling and customisable callouts

Easy styling - change your bot’s avatar, position on the page and colour scheme directly within the FAQ Bot portal - no code or developers required.

Customised callouts - powered by engagements, you can now customise callouts to promote content, promotions and events, highlight your bot and invite interaction.

May 30, 2020

User management, live chat improvements

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.
May 25, 2020
New Feature

Scheduling and mobile-friendly live chat inbox

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.

March 30, 2020

Conversation persistence

Highlights of this release include:

  • 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
March 2, 2020
New Feature

Live chat

Live chat available on all supported channels

Knowledge Base display questions

December 10, 2019

Chit-chat handling changed

Chit-chat moved to the knowledge base (customer-by-customer basis).

November 27, 2019

Performance improvements

Performance improvements for FAQ Bot insights and knowledge base.

October 24, 2019

New capabilities in knowledge base insights

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.

September 23, 2019
New Feature

Teams, Google Analytics and video

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

September 2, 2019

Welcome messages

Configure welcome messages with buttons and forms, directly in the portal.

New chit-chat intents added.

Facebook Messenger agent escalation.

July 26, 2019
New Feature

Self-service forms

Self-service form builder

Second welcome message actions

Filtered analytics