This page will be updated regularly throughout the month as new features become available.
Intercom Live Chat and Ticket Creation Actions Now Available
The Intercom Live Chat and Ticket Creation Actions update is now generally available to all Intercom customers. The Intercom Live Chat provides a one-chat experience, while the Ticket Creation feature allows customers to create tickets in Intercom.
Triage Analytics and the Triage Dashboard Now Deprecated
Following the previous announcement, Triage Analytics and the Triage Dashboard are no longer available in your Forethought dashboard. For analytics related to your Triage models, please refer to Triage Insights.
Advanced Filters in Chat Insights
The advanced filter in Chat Insights is a powerful tool for conducting an in-depth analysis of past conversations between your AI agent and end-users. This feature helps you gain a more detailed understanding of these interactions by filtering information based on various criteria, including Chat ID, Query, Chat, Channels, Tags, Context Variables, Workflow Types, Workflows, Relevance, User Engagement, Customer Satisfaction (CSAT), and Deflection. For further information, see Chat Insights.