This page will be updated regularly throughout the month as new features become available.
Context Variables Filter in Chat Insights
The Context Variables Filter is now available in Chat Insights, allowing you to refine chat analytics based on specific context variables. Currently, the supported types of context variables include Short Text and List CV types. For more information, see Chat Insights.
A New Integration is Available - Stonly
Forethought now integrates with Stonly, an interactive knowledge base that allows us to index content as a knowledge source. This integration is available to all customers who want to use Stonly as their knowledge source. For a complete list of available integrations, see Available Integrations and Requirements. For setup instructions, refer to the Stonly Setup Guide.
Zendesk Ticket Creation Now Supported in Solve API
Admins can now use the 'Zendesk Ticket Creation' action in the API channel. This feature is accessible to all customers using the Solve API. For more details, please refer to the Solve API Developer Reference.
Self Serve Triage Support for Zendesk Multiselect Fields
We now support configuring self-serve triage models to write predictions to a multi-select field from the dashboard. Multi-select fields are now exposed in the self-serve Triage dashboard. Please note that Triage supports writing only one label per model, even when using multi-select fields. This feature is available to Zendesk customers using self-serve Triage.
Self Serve Triage Support for Kustomer Tree Fields
You can now use Kustomer Tree fields in self-serve Triage. These fields are multi-level dropdowns that can be configured directly from the dashboard, allowing you to write to Tree fields in Kustomer easily. This feature is available to all customers using self-serve Triage on Kustomer.
Exposing Salesforce Case ID in a Case Creation Step
You can now retrieve the Case ID for Salesforce case creation using the ‘Ticket ID output Context Variable’ field. This makes tracking and follow-ups easier, as you can display the Case ID to end users when adding G2 for case handoffs. The Case ID serves as a record for tracking the case status and following up as needed. This ensures that the Case ID is accessible on the front end after the case is created. This feature is available to all Solve customers.
Kustomer as Integration Type in Action Builder
You can now add Kustomer as an integration type in the Action Builder. This allows you to streamline your workflows by easily incorporating Kustomer for authorization if you use Kustomer Handoff. This feature is available to all customers using Kustomer handoff.