New
Hand the conversation to a person
Turn on human support for an agent and it hands the conversation to your team when a visitor asks for a person or when it cannot help. While someone from the team is on it, the agent stays quiet.
What shipped
- A new Support tab in the agent editor: turn it on, choose when the agent hands over, and set your business hours.
- A "Talk to a person" button on the chat page and in the widget — always, after the agent's first answer, or never.
- The agent hands over by itself when the visitor asks for a person or when it is stuck, and tells the visitor the team is on its way.
- While a person holds the conversation the agent does not answer; messages wait for your team, on the web, WhatsApp and Telegram alike.
- Outside business hours you choose: the agent keeps helping, or the conversation waits in the queue for the team.
- If nobody from the team replies within 10 minutes the agent comes back and carries on, so no one is left waiting. Set anything from 2 to 120 minutes.
- Configurable from your own code as humanSupport on /v1/products and the update_agent platform tool.
More updates
A Feedback page, with an AI report
Every 👍/👎 across your agents now has a page of its own. See how satisfied visitors are, go through each vote, and let an AI report tell you what to fix first.
Skills get their own page
Skills, the know-how an agent loads when a task calls for it, now sit on their own page next to Knowledge and Tools, and the agent editor has one tab for each.
Archive contacts
Tidy up Contacts by archiving the people you no longer need to see, one at a time or many at once, and bring them back whenever you like.