This page will be updated regularly throughout the month as new features become available.
The Solve Widget Has a Fresh New Look!
We’ve completely revamped the UI of our Solve Widget! The new design features a sleek look and smoother animations which enhances the overall user experience. You'll notice improved UI elements and more vibrant theme colors throughout. This update is available to all customers using the Solve Widget. For more details, check out Exciting Updates: Solve Widget's New Look.
Assist Update: Resize Assist Extension
You can now resize the Assist extension horizontally, which provides a more comfortable way to engage with articles and other content. Additionally, you have the flexibility to reposition the extension anywhere on your screen, creating a personalized setup that aligns perfectly with your workflow.
The size you select will be saved and automatically applied the next time you open Assist to ensure a seamless experience. This update is available for all agents who use the Assist extension.
Sunshine Conversations Live Chat supports JWT Authentication
The Solve Widget now fully supports JSON Web Token (JWT) authentication with Sunshine Conversations One Chat. This enhancement allows you to enjoy a more personalized and secure chat experience, as users are verified in Zendesk when handed off to an agent.
To implement this feature, simply store the JWT in a custom variable (CV) and include it in the Sunshine Conversations Handoff Action. This functionality is accessible to all Solve customers using Sunshine Conversations One Chat.
New Configuration in Salesforce Messaging Handoff Action
We added a new configuration in the Salesforce Messaging Handoff action that clears the Salesforce session before initiating the handoff. Before enabling this feature, please ensure that you are not setting a user identity token yourself, as it will be cleared during this process.
This update addresses specific edge cases where a chat could become stuck if it was previously closed by Salesforce but not by the customer. By implementing this change, you can ensure smoother transitions and improved user experiences during chat handoffs. The new configuration is accessible to customers using Salesforce Messaging.
Triage Model Auto-Generation is Now Available
Building your Triage model just got easier with our new Auto-Generation feature! You can now use your own tickets as training data to create your model quickly and efficiently. This feature is available to all customers using supported help desks, including Zendesk, Salesforce, Kustomer, and Jira. For more information, see Triage LLM Model Auto-Generation.
Workflow Builder Update: Edit in-use List CV Options
Great news for admins! You can now easily add, edit, or delete List Options for Context Variables (CVs) that are used in workflows. This update resolves a major limitation, as it was previously impossible to modify these CVs once they were used within Workflow Builder. This feature is available to all Solve customers.
New Triage LLM Support: Creating Custom Triage Models is Now Available for Jira Users
Customers using Jira as their help desk can now test and use custom Triage models! Triage LLM now supports Jira tickets, allowing you to create and test your models independently without having to wait for support. You can use all existing Triage LLM features, including mapping labels, output fields, and simulations. For more information on how to use your Jira tickets to create your own Triage model, see Triage Large Language Model (LLM).
Solve Widget Insights Update: A New Filter is Available in the Chats tab
You can now filter conversation analytics more precisely using the workflow tags filter! When applied, this filter displays chats that include the selected workflow tags and filters the data in both the chats table and overall metrics. Here’s also what you need to know:
- CSV Downloads: When you download your data as a CSV, it will reflect the filters you’ve applied, including a new column for workflow tags.
- Chat Table Visibility: Whenever you use the workflow tags filter, the corresponding tag column will appear in the chat table.
- Availability: This filtering option is available only in the Chats tab and is accessible to all customers.
New Support for Date-Type Custom Fields in Zendesk
Forethought now supports date-type custom fields. This means you can easily incorporate date-related data into your Zendesk actions. This update is available for all customers using Zendesk and the Solve Widget.
Summarized Transcripts for Ticket Creation and Chat Handoffs Across All Help Desks
Say goodbye to sifting through lengthy transcripts! When creating tickets or handing off chats, an AI-generated summary of the conversation will be added at the beginning of the transcript. This allows agents to quickly understand the key points of a conversation without needing to read through the entire transcript. This feature is available to all Solve customers.
Automation Policy Improvements
You can now read the relevant policies before setting up a workflow or autoflow, giving you the information you need upfront. You can see the policy when you click 'Automate' from the Topic Table and Topic Details pages in Discover and Solve Topics Insights.
The Discover Automate page has replaced the 'Recommendation' table with a new 'Workflow Gap' table for clearer insights. These updates help you feel more confident when automating topics and provide more straightforward recommendations. This update is available to all customers using Discover. For more information, see Autoflows Policy Generation in Discover and Solve Insights Topics.
Workflow Tags and Context Variables Now Available in the Chats Drawer
We’re pleased to introduce two new fields in the Chats drawer on Widget Insights:
- Workflow Tag: Displays the associated workflow tag for each chat, if applicable.
- Context Variables: Shows the context variables that were used or filled out during the chat, such as '$Email', '$First Name', and more.
These additions provide you with greater insight into each chat by revealing both the workflow tags and context variables. This update is applicable to all customers with Solve Insights.
Solve Widget Insights Update: Top Metrics Now Reflect Applied Filters
Top metrics now automatically adjust based on the filters you apply. Previously, only the tables below were affected.
We’ve also added a new filter that lets you view data separately for Widgets, APIs, and Slack channels. This enhancement provides clearer insights and helps you make better data-driven decisions.
Note: This applies to all Widget Insights tabs except the Overview tab. In addition, this update is available to all customers using Solve and Discover and is accessible to both users and admins.
Monitor Configuration Errors with the Error Logs Table
The Error Logs table displays all configuration errors (missing CVs, conditions cannot be satisifed, etc.) on the Solve Widget. This allows admins to review the table and resolve configuration issues on their own by following the instructions provided in the details drawer. The Error Logs table is available to all customers using Solve Widget, and it's only visible to admins. For more details, see Error Logs.
New Triage LLM Support: Creating Custom Triage Models Now Available for Kustomer Users
Customers using Kustomer as their help desk can now test and use custom Triage models! Triage LLM now supports Kustomer tickets, allowing you to create and test your models independently without having to wait for support. You can use all existing Triage LLM features, including mapping labels, output fields, and simulations. For more information on how to use your Kustomer tickets to create your own Triage model, see Triage Large Language Model (LLM).
Workflow Builder Update: Enforcing 'Otherwise' Branch in Conditions
We’ve updated the behavior for condition steps in Workflow Builder to improve consistency and usability. Please note the following changes:
- New Condition Steps: The "otherwise" branch checkbox is now pre-selected and locked when adding a new condition step.
- Existing Conditions without an Otherwise Branch: If an existing condition step does not currently contain an "otherwise" branch, its checkbox state (checked or unchecked) will remain unchanged upon opening. However, if the user checks this checkbox, it will then be locked and cannot be unchecked.
- Existing Conditions with an Otherwise Branch: If an existing condition step already includes an "otherwise" branch, the checkbox will remain checked and locked (disabled), as described in point 1.
We are enforcing the presence of an "otherwise" branch in condition steps to improve reliability and prevent unexpected errors when no conditions are met. This change ensures that workflows have a defined outcome even when no specified conditions apply.