Release Notes | April 2025

We Are Renaming Handoff Workflows to Subflows

This is a naming update only — there are no changes to functionality or how your workflows operate. The naming change has been applied universally across all of your dashboard pages and analytics. 

Why We're Making This Change

Originally, Handoff Intents were designed to either create a ticket or connect a user to a live agent — both clear examples of a “handoff.” However, over time, we’ve seen customers increasingly use Handoff Intents to trigger workflows that are only callable from other workflows, such as routing for scripted responses or creating tickets specific to a customer group.

To better reflect how they are now being used, we are updating the name to Subflows.

Recap of Intent and Subflows

The table below summarizes the differences between the Intent Workflow and Subflows. 

Estimated Wait Times Can Now Be Displayed in Sunshine Conversation

You can now set messaging triggers in your Zendesk instance to allow your end users to see how long they can expect to wait when connecting to an agent in Sunshine Conversation. The estimated wait time is displayed in the "waiting for agent connection" box. This enhancement prevents users from having to guess their wait time, which reduces frustration and improves their overall support experience. This feature is available to all customers using Sunshine Conversation One Chat. To learn how to set it up, read How to Display Estimated Wait Time to End Users.

Action Builder Update: The Collections Tab Has Been Removed

We have removed the "Collections" tab from the Action Builder. This change standardizes the creation of Shopify actions within the main Action Builder page and prevents the creation of deprecated Shopify actions. However, you can still edit existing Shopify actions in the Action Builder.

Errors in Solve Email Now Displayed in Error Logs

Errors encountered in Solve Email are now logged and displayed within the error logs table. This table provides error details along with general troubleshooting steps. For further information, refer to Supported Error Types in Error Logs.

Restart Button No Longer Resets Deflection Status

Previously, clicking the restart button in the Solve widget would inadvertently reset a conversation's deflected status. If a conversation had been marked as "not deflected" (for example, after a handoff), restarting would incorrectly flag it as "deflected" again. Now, the restart button will no longer alter the deflection status. Once a conversation is marked as "not deflected," it will remain so even after the user clicks restart. This ensures greater accuracy in deflection tracking, providing Solve widget customers with more reliable data and potential cost savings for those who pay per deflection.

Launch Solve Widget as a Floating Bar on Your Website

The Floating Bar launch style for Solve widget is now generally available to all customers. This update allows you to change the Solve widget's launch style to a visually prominent floating bar on your website. To start using Floating Bar, read Floating Bar in Solve Widget.

Removal of "Show Top Articles" in Article Suggestion

The "Show Top Articles" option has been removed from article suggestion actions (templates, steps, and dynamic). This feature previously controlled the number of articles displayed during suggestions. However, with the widespread adoption of the new Knowledge Retrieval system, which provides generative and paraphrased answers from multiple articles, this option became redundant and potentially confusing. As a result, we have removed this selector from the Forethought dashboard to streamline the user experience.

New Feature: "Allow Skip Attachment" Checkbox

A new "Allow Skip Attachment" checkbox is now available across Solve UI, including business logic, attachment analysis upload form, and the workflow builder. This feature provides Solve customers with the flexibility to make attachment uploads optional when using the 'Add Attachment' option in the workflow builder. This enhancement streamlines workflows and offers a more customizable experience by allowing end users to bypass attachment uploads when not necessary. This functionality is accessible to all Solve customers who use the workflow builder for managing attachments.

New Feature: Default Context Variable Values

You can now specify a default value for any context variable. When a default value is set, it will be automatically applied if no value is provided in the embed script. If the script includes a specific value, that value will override the default. For more information, see Add Default Context Variable Values.

Parse JWT Action Errors Available in Error Logs

This enhancement provides customers with greater visibility into issues that may arise when parsing JWTs, enabling faster debugging and resolution.

Newly Logged Errors Include:

• Failed to decode JWT

• Context variable name not found in decoded JWT

• Context variable not found during decoding and storage of JWT

Knowledge Gap Detection Has Been Enhanced

We've made our Knowledge Gap Detection feature even more powerful! Now, it doesn't just tell you what's missing from your help articles – it actually helps you fix it by generating ready-to-use content blocks. Admins can easily insert these into existing articles or use them as a starting point for new ones. This upgrade is designed to make sure your knowledge base is comprehensive and provides the best support for your customers. For more information, see Detecting Knowledge Gap and Generating Content Blocks in Discover.

Introducing Multi-Knowledge Source Support

Admins can integrate multiple instances of the same platform (like Zendesk), ensuring the right content is pulled from the right source—so each brand, team, or business unit gets relevant, accurate answers.

New Integration: Forethought Now Supports Zammad

Forethought now offers a new integration with the Zammad ticketing system, which can be configured by admins to enhance both customer and agent experiences. This integration allows Discover to analyze historical Zammad tickets, surfacing insights, detecting knowledge gaps, and improving self-service content through smarter knowledge retrieval. At the same time, Assist can be enabled within Zammad to provide agents with real-time ticket summaries, response suggestions, and relevant knowledge articles.

New Feature: Call Recording with Custom Disclaimers in Forethought Voice

Forethought Voice now supports call recording (when enabled), complete with a customizable disclaimer that plays automatically before the conversation begins. This feature helps address privacy and compliance requirements by ensuring customers are informed prior to recording. Admins have full control over the disclaimer message, making it easy to tailor communication to legal or regional standards. Learn more about Forethought Voice here.

Enhanced Handoff: Autoflows Now Create Tickets in Zendesk and Intercom

Autoflows can now automatically create tickets in Zendesk and Intercom across all Solve channels, making it easier to escalate unresolved inquiries to human agents with full context. Admins can customize the ticket title directly within the Autoflow policy to reflect the nature of the issue. For example, if a customer contacts support via chat with a complex billing question, the Autoflow can generate a pre-filled Zendesk ticket titled “Urgent: Billing Inquiry – AI Escalation,” ensuring agents have everything they need to take over without missing a beat.

New Feature: Import Actions in Action Builder

Customers using API Actions can now take advantage of Imported Actions, a faster way to create new actions by importing an external API schema (OpenAPI format). This feature allows admins to easily generate multiple actions with minimal configuration, significantly speeding up the integration process. Whether importing from your own APIs or third-party platforms like Zendesk, Imported Actions reduces manual setup and makes it easier to embed powerful workflows into your support experience. To learn more, read Import Actions in Action Builder.