Updates + Releases

With FAQ Bot Articles, you can:

• create and manage detailed, long-form help content alongside your FAQ
• link articles to questions and answers in your bot
• feature and display your articles on dedicated web pages
• manage all your help content in one place, the FAQ Bot portal

Edit all instances of a tag, and see where it's used, via a new tag management screen.

Email live chat conversations to designated email address(es) and/or the agent.

Include conversation context in the email subject line, including name, time, resolution status, channel

Upload and store images and other files you want to use in answers, directly in the FAQ Bot portal.

Weekly email to admin users, highlighting questions answered, time saved, and unanswered questions for review.

Add dynamic elements to subject lines for email forms, including a timestamp and any form fields.

New customers can now sign up for a free trial of FAQ Bot and create an account online.

Other changes:

• Enhanced and more secure account management for existing users
• New bot testing experience within the FAQ Bot portal
• Duplicate forms and engagements at the click of a button
• Performance enhancements

‍

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

‍

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.

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

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

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.

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.

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

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.

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.

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:

• 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

Filtered analytics