Release Notes | July 2025

Gladly Chat Handoff Now Available in the Solve Widget

You can now seamlessly hand off conversations from the Solve Widget to the Gladly chat widget. This enables real-time communication between end-users and your support agents—without leaving the conversation flow.

If you're using Gladly as your helpdesk, this makes it even easier for end-users to connect directly with a live agent when needed.

This feature is available to customers using Gladly as their helpdesk.

To enable it for your organization, please contact your Forethought Customer Success Manager.

New Time API Endpoint: Calculate Date Differences

We’ve added a new endpoint to the Time API that lets you calculate the absolute time difference between two dates. The response includes the breakdown in days, hours, minutes, and seconds.

This makes it easier to build time-based logic into your workflows—such as calculating how long has passed between two events or timestamps.

This feature is available to all customers using Forethought’s in-house Time API.

For more information, read Time API Guide.

Add Autoflow Actions to Solve Email Workflows

You can now insert an Autoflow action directly within your Solve Email workflows. This allows you to configure an Autoflow policy to perform tasks like setting context variables or triggering follow-up actions, enabling more dynamic and flexible automation.

This feature is available to customers with Solve Email enabled.

New Setting in Assist: Control Auto-Open Behavior for Generated Replies

You now have more control over how Assist behaves when generating replies. Under Solve → Configuration → Assist → General, you’ll see a new toggle: “Auto open generated reply.”

• When this is on, the Generated Reply window will automatically open when Assist creates a response for a ticket.
• When this is off, the window will stay hidden unless opened manually by the agent.

This update gives your team the flexibility to decide whether they want generated replies to pop up automatically or stay out of the way—based on your preferred workflow.

This setting is available now to all customers using Assist.

Agent QA Now Available for Freshdesk

Freshdesk is now supported in Agent QA, making it easy for teams using Freshdesk to evaluate agent performance with AI-powered, customizable scoring.

The setup and review process works the same as with other supported helpdesks, so you can get started right away.

This feature is now available to all customers using Freshdesk.

To learn more about Agent QA, read Using Agent QA to Automatically Evaluate Agent Performance.

Solve Email Simulation Revamp: See Errors and Skipped Tickets

We’ve improved the Solve Email Simulation experience to give you better visibility into execution results. Simulations now log both errors and skip reasons, making it easy to identify which tickets failed and why, whether due to an error or a skip condition.

This update helps you understand the overall intent prediction success rate for the email channel, along with actionable insights into what’s working and what’s not.

This feature is available to customers with access to the Solve Simulation page.

Czech Now Supported in Solve

We’ve added Czech as a supported language in Solve, expanding our language coverage and making it easier for teams to assist customers in their preferred language.

This update enables Czech-speaking users to engage with Solve in their native language for a more seamless and localized support experience.

This feature is currently available for all customers using Solve.

New Integration: Gorgias

You can now integrate Gorgias with Forethought to ingest tickets, reply data, and ticket update events directly into the platform. 

This integration helps Gorgias users bring their support data into Forethought, unlocking smarter automation, analytics, and AI-powered support experiences.

To learn more, read Integrating Gorgias with Forethought.

Knowledge Coaching and AI Personality Now Available

Two powerful new features, Knowledge Coaching and AI Personality, are now available to help you fine-tune how Forethought’s AI responds across channels.

• Knowledge Coaching (found under the new Knowledge tab) lets you guide how the AI retrieves and uses content from your knowledge base by adding instructions for specific types of customer questions or intent.
  • To learn more, read Guide AI Responses with Knowledge Coaching.
• AI Personality (found under Configuration → Personality) allows you to define your AI's overall tone, terminology, and formatting, ensuring every response stays on-brand.
  • To learn more, read Build AI Responses with AI Personality.
  • For best practices, read Best Practices for Coaching Your AI’s Overall Personality.

Who Can Use This and Where?

If you're a Solve customer, you can use both AI Personality and Knowledge Coaching. Each one supports different channels:

• AI Personality is supported in:
  ✅ Widget
  ✅ API
  ✅ Slack
  ✅ Voice
• Knowledge Coaching is supported in:
  ✅ Widget
  ✅ API

Improved Scraping for Authenticated Webpages in Website (Next-Generation Scraper) Connector

The Website (Next-Generation Scraper) connector now supports scraping content from websites that require authentication.

This enables your team to extract knowledge hidden behind login pages, allowing you to use information from internal knowledge bases or non-public pages in your workflows.

This feature is available to all customers using the Website (Next-Generation Scraper) connector.

For more information, read Extract Data from Multiple Websites with Web Scraper.

Dynamic FROM/TO Mapping for Zendesk With Solve Email

You can now configure Solve Email to automatically map the To address of incoming Zendesk tickets to a specific From address for replies.

This feature gives Zendesk users greater control over email routing and ensures replies are sent from the correct support address—ideal for multi-brand or multi-department setups.

This feature is available to all customers using Zendesk with Solve Email enabled.

Solve Email Preview Revamp

We’ve redesigned the email preview interface in Solve Email to provide a clearer, more accurate view of outbound messages before they’re sent.

This update lets you preview responses based on selected intents, predefined context variables (CVs), and Autoflow replies. It also shows how error handling will appear to end users, giving you better control over the final output.

Preview logs help track changes and troubleshoot response behavior, making it easier to validate and refine your workflows.

This feature is available to all customers using Solve Email.

Access Solve Email Metrics with the New Analytics API

You can now use the Solve Email Analytics API to access and export performance data from your email workflows. This allows you to integrate Solve Email metrics with your preferred business intelligence tools for advanced reporting and analysis.

This feature is available to all customers using Solve Email.

For more information, read the Solve Email API.

Specify Private Recipient Addresses for Front Draft Replies in Solve Email

You can now specify private recipient addresses in the General tab of your Solve Email settings. When a message is sent to one of these designated addresses, Solve Email will automatically create a private draft reply in Front instead of posting it publicly.

This update gives you more control over how and where replies appear in Front—ensuring sensitive communication is handled privately while keeping public threads intact for all other messages.

This feature is available to all Solve Email customers using the Front integration.