Release Notes | May 2025

New Feature: Copy Link Now Available in Solve Insights Conversations Tab

Solve customers using Solve Insights can now easily share specific chat views with the new Copy Link feature on the Conversations tab. This enhancement lets users copy a URL that reflects the exact state of their view—including applied filters (like date or conversation ID) and the drawer state—directly to their clipboard. With this, teams can quickly share filtered insights and specific conversations without needing to reapply filters or navigate manually. It’s a simple way to boost collaboration, speed up reviews, and make your workflows more efficient.

Access Audio Recordings in Voice Insights

Forethought Voice admins can now listen to call recordings directly in Voice Insights → Conversation Details. This gives you quick access to the original call for better context and quality reviews.

For privacy compliance, recordings are available for 30 days only. Learn more about Forethought Voice Insights here. 

Audit Logs Now Added to Forethought Dashboard for Enhanced Activity Monitoring

We’ve added Audit Logs to the Forethought dashboard, giving Admin users a detailed record of all changes made within the platform. This includes the date, time, product, user email, and action taken—plus additional context like user IP address and intent details. Audit Logs enhance transparency, support internal audits, and help your team monitor and troubleshoot activity across your account.

For more information, see Audit Logs.

Redesigned Email Configuration Experience

We’ve updated the Email Configuration tab in Solve Email with a refreshed interface and a new preview feature. You can now easily see how changes to the Tone of Voice, Instructional Note, and Email Settings will appear in your email responses. This makes it simpler to fine-tune your messaging before hitting send. This update is available to all users with access to the Email Configuration tab.

New “Parse JWT” Action in Email Workflow

We’ve added a new Parse JWT action to the Solve Email workflow, bringing it in line with the existing widget workflow functionality. This action accepts a signing key, an encoded context variable (CV), and a list of output CVs, allowing for more secure and dynamic data handling. It’s now available to all customers with access to the Email tab.

Control Transcript Visibility in Zendesk Tickets

Zendesk users now have more flexibility when creating tickets in the Solve Widget. A new "Transcript Comment Visibility" dropdown in the ticket creation step lets you choose whether conversation transcripts are added as public or private comments. By default, transcripts will continue to be added as private comments, maintaining the current behavior. This update is available to all Zendesk customers using the ticket creation step.

New Integration Available: Comm100

We’re excited to introduce Comm100, a new integration that allows you to seamlessly ingest support data into Forethought. With this connector, you can import Knowledge Articles, Tickets, Ticket Replies, and Ticket Actions—helping you streamline support operations and power smarter, AI-driven workflows.

For a full list of integrations we support and the types of data we ingest, read here.

Tag Conversations in Kustomer with Ease

We’ve enhanced the Kustomer conversation creation action in the Solve Widget by adding a new Tags input field. Kustomer users can now easily add tags when creating conversations, making it simpler to organize and track interactions. This update is available to all customers using the Kustomer conversation creation action.

Improved Error Visibility When Building Actions

We’ve enhanced the action-building experience in Solve by surfacing error messages and error data directly in the Response section of the Action Builder page. This improvement makes it easier to identify and troubleshoot issues while building actions. Available to all Solve customers using actions.