Release Notes | June 2025

Get Instant Answers with the New In-App Forethought Help Bot

All customers can now access Forethought Help—an in-app support bot that answers your questions about Forethought products directly within the platform. No need to search through the help center—just click the question mark icon in the top-right corner of the app to quickly find answers, explore articles, or get assistance when you need it.

Assist Agent Insights (Conversations Tab) Available

We’re excited to introduce Assist Agent Insights, a powerful addition to the Solve Insights dashboard. This new feature provides deep analytics on how your team is using Assist AI within your support operations. This feature is available for customers who have migrated to the Assist Agent from the legacy Assist. 

What’s New?

• Assist Tab in Solve Insights: Find a new Assist tab under the Conversations section for detailed reporting on Assist AI usage and adoption.
• Aggregate Metrics: View high-level KPIs that summarize Assist AI’s impact across your team.
• Interactive Ticket Table: Click any row to drill down into detailed conversation data, including all agent and AI interactions per ticket.

Key Benefits:

• Identify which workflows and agents leverage Assist AI the most.
• Track the frequency and adoption of AI-generated responses.
• Measure Assist AI’s impact on agent productivity.
• Access conversation-level detail for in-depth coaching and quality review.

You can learn more about this feature here. 

Edit Context Variables More Easily in Workflow Builder

We’ve improved how you edit pre-defined context variables in Workflow Builder’s Live Preview. Instead of plain text fields, you’ll now see input types that match the variable—like dropdowns for lists, toggle switches for yes/no fields, and numeric inputs. This makes editing more intuitive, especially for complex workflows.

This update is available to all customers.

Customize the “Related Articles” Label in Solve Email

You can now personalize the “Related articles” label in the Dynamic Article component, and the Search Help Center Articles action within Email Autoflows. This gives you more flexibility to match your brand voice and communication style. 

This update is available to all Solve Email customers.

Gladly Integration Now Pulls More Data like Conversations, Replies, and Articles

We’ve expanded our Gladly connector. In addition to supporting actions, it now pulls in key data like Conversations (tickets), replies, updates, and public Answers (articles). 

This update is available to all customers using Gladly.

Save Time with Bulk Delete in Action Builder

You can now select and delete multiple actions at once in Action Builder using checkboxes. This update makes it much easier to manage and clean up your workflows, especially when removing actions that are no longer needed. 

This update is available to all customers.

Solve Email Now Integrates With HubSpot & Front

Solve Email is now fully integrated with HubSpot and Front, bringing AI automation and Autoflows into your existing email systems—no platform switching required. You get the full Solve Email experience, including Autoflow configuration and automation. 

This update is available to all Solve Email customers using HubSpot or Front.

For more information, read the following articles:

• Automate Email Support in HubSpot Using Solve Email
• Automate Email Support in Front Using Solve Email

Discover Now Includes Knowledge Gap Filters

We’ve added filters to Discover’s Knowledge Gap tab so you can easily sort through thousands of content blocks across multiple brands. This makes it faster and less overwhelming to identify and prioritize missing knowledge articles.

This update is available to all Discover users with Knowledge Gap V2 enabled.

For more information, see this guide.

Ingest Call Data With Gong

We’ve released a new connector that allows Forethought to ingest call transcripts and metadata from Gong.

This makes it easy to include customer call data in your workflows or AI analysis. Just connect your Gong instance and follow the setup instructions.

This feature is available to any customer with Gong.

For more information, see Integrate Gong with Forethought to Ingest Call Data.

Automatically Create Salesforce Cases for Deflected Solve Conversations

Solve Widget deflected conversations can now automatically generate corresponding Salesforce cases.

We run periodic jobs that retrieve the latest deflected conversations and sync them into your Salesforce instance—providing better visibility and reporting.

This is available to Salesforce customers using Solve.