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Release Notes | October 2024

This page will be updated regularly throughout the month as new features become available.

The Solve Widget now provides a smoother user experience with design upgrades

We are thrilled to unveil a series of updates designed to enhance the aesthetics and functionality of the Solve Widget, ensuring a more seamless and enjoyable user experience.

Recent Changes

  • New Standard Widget Size: The widget size has been standardized to 400 x 750px.
  • Increased Message Bubble Font Size: The font size of message bubbles has been increased from 14px to 16px.
  • Updated Bot Avatar and Message Bubble Size: The sizes of the bot avatar and message bubble have been adjusted for better visual consistency.
  • Solve UI Dark Color Scheme Fix: Support for websites that use dark color schemes has been improved.

Upcoming Changes

In the next 1-2 weeks, we’ll be rolling out enhancements that will refine the widget’s appearance and functionality. Stay tuned for more details!

Google Drive Integration is now available

Forethought now integrates with Google Drive, allowing you to import text from Google Docs, Slides, Sheets, and PDFs into your system. Please note that this integration does not scan images, comments, and slide notes. This integration enables you to add to or build your knowledge base using text from your Google Drive. For our full list of available integrations, see Available Integrations and Requirements.

Tone of Voice feature is now live for all Solve Widget customers!

The Tone of Voice feature in the Solve Widget ensures that your AI agent's responses resonate with your brand identity. This allows you to infuse a distinct personality into every interaction, creating a more engaging experience for your users. For more information on using this feature, see Tone of Voice in Solve Widget.

Assist Reply Generation Enhancements

We have made significant improvements to our response generation process to ensure that the responses provided are accurate and relevant. If the AI agent can't find relevant information for a ticket, it will not generate a response. Instead, it will notify you that no answer is available in the help center and suggest alternative steps you can take. For more information, see Ticket Summary and Response Generation Features in Assist.

Solve Widget Supports JWT Authentication for Zendesk Messaging

We’re thrilled to announce that Solve Widget now offers full support for JWT (JSON Web Token) authentication with Zendesk Messaging. This new feature enables users to enjoy a more personalized, secure, and seamless experience across all devices. With authentication, chat history is preserved, support interactions are faster, and users won’t need to repeat their information—making the entire process smoother and more efficient.

To enable this feature, simply store the JWT in a custom variable (CV) within the newly added "Authorization Token" field in the Zendesk Messaging Handoff action on the dashboard. 

User benefits:

  1. Once a user is authenticated, Zendesk Messaging can identify them by their profile. This allows the widget to display personalized greetings or content based on previous interactions.
  2. All conversations the user had in the past, regardless of which device they used, will be available.
  3. The authentication links conversations to the user's account, making it easier for support agents to view the user’s history and provide better assistance.
  4. Since the user is authenticated, support agents already know who they are. This means the user won’t need to repeat information like their name, email, or order number, which saves time and speeds up resolution.

Solve Widget Analytics API is available for Enterprise customers

For more information, see Solve Widget Analytics API.

Triage LLM Simulations is now available for Triage Admins! 

The Triage LLM Simulation lets you test your Triage LLM models with historical ticket data. By running these simulations, you can evaluate how your model performs before it goes live. This gives you valuable insights to make informed improvements. For more information, read Triage LLM Simulations.

A new integration is available - Absorb LMS

Absorb LMS is a flexible learning platform that makes it easy to build and manage training programs for internal and external stakeholders. For a full list of connectors that Forethought supports, see Available Connectors and their Requirements.

Assist now supports Zendesk Messaging

Assist now supports fast-paced, real-time Zendesk Messaging with concise responses, making it ideal for back-and-forth text conversations. This feature is accessible to all Assist customers.

 

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