Sentiment Analysis in Sales Chat Conversations

View the customer's sentiment next to their name during the conversation. This analysis is based on the interaction history and helps agents personalize their approach to provide an even better experience.

• The customer's sentiment is generated based on recorded interactions.
• The update occurs once a day, reflecting the history up to that moment.
• Use this information to adjust your service and create more efficient connections.

Sales Chat Inbox

Evolution of the commercial service activity monitor

Get an even clearer and more detailed view of your team’s activities. What has changed:

• Heat map to facilitate volume analysis of activities.
• Detailed breakdown of actions performed, such as contact creation and message reception.
• Improved tracking of interactions to understand operational efficiency.

Activity Monitor

Automatic Message: Outside Business Hours

Now, administrators can set up an automatic message to inform customers when they reach out outside support business hours:

• Customize the message sent when a conversation is transferred outside business hours.
• Choose whether to apply the same message to all departments or define specific messages for individual departments.
• Ensure your customers are aware that no agents are available at the moment.

Support Settings

New Module: Expert Agents 

Expert agents are system configurations that enable the automatic execution of actions: you define the conditions and the action that will be performed whenever these conditions are met.

These actions can include sending promotional messages, offers, alerts, greetings, and more, all automatically delivered to customers. Everything is tailored to your objectives and what you want to provide to your customers.

Discover the new features:

• How to create expert agents;
• Conditions for executing the expert agent;
• Configuring the expert agent's timer;
• Actions in the expert agent;
• Latest executions in the expert agent;
• Usage statistics of the expert agent.

New API for Attachment Download - Serve Enterprise

The new Attachment Download API allows you to download files directly, integrating with your system and automating the retrieval of essential files from tickets, knowledge base, and user records.

How it works:

1. Generate the Authentication Token.
2. Obtain the Attachment Hash via APIs like tickets, people, or knowledge base.
3. Send a GET request to the API with Token and Hash.
4. Download the attachment automatically in its original format.

Limit: 10 requests per minute. For more, contact support.

Default email for support journey triggers

You can now set a default email for automatically sending transactional messages during support. All system-triggered emails will be sent from the configured address, ensuring control and standardization of communication with customers.

Additional Fields in the Customer Service Journey

You can now personalize the information collection in tickets with the new Additional Fields. Tailor the system to your business needs in a structured and efficient way.

How it works:

1. Field Creation: Add data types like text, selection, numeric, date, etc.
2. Display Rules: Set visibility based on specific conditions.
3. Permissions and Mandatory Fields: Define who can view, edit, or require the completion of fields.
4. Automatic Application: Display the fields in tickets as needed.

New Ticket API - Serve Enterprise

The new Ticket API allows you to manage and query tickets quickly and efficiently with the following features:

• Flexible Queries: Search by ID and filter by Status, LastUpdate, and CreatedDate.
• Insert and Update: Create tickets with POST or update with PATCH.
• Pagination: Up to 100 tickets per page.
• File Attachments: Supports multipart/form-data format.

Limits and Best Practices:

• Limit: 10 requests/minute.
• Block: 60 seconds after 3 consecutive failures.
• Old Tickets: Access with /tickets/past for LastUpdate > 90 days.

Integration with Omie in the IAG Chatbot

When creating a new integration skill, it will be possible to choose the option to integrate "Using a provider." This allows customers to connect an IAG chatbot to information available in Omie to resolve potential customer issues.

Inactivity in Qualification Chatbot

Now, users of the Triage Chatbot can configure an inactivity time so that, if the end user stops responding, they are transferred to a human agent to continue the service.

Personalized Messages in Qualification Chatbot

Now, Commercial Service customers using automated triage can send personalized messages when presenting sub-level options to end customers. This enhancement allows further customization of the triage bot, providing a more engaging and tailored experience for end users.

Interactive videos in the Customer Cloud interface: Tutorials at your fingertips 

Make the most of our new instructional videos integrated into the interface. Now you can learn how to: 

1. Create a Generative AI Chatbot
2. Configure the Chatbot's Personality
3. Define a good purpose for the Chatbot (How to create a prompt)
4. Set up the FAQ capability
5. Set up the Transfer capability
6. Set up the Integration capability
7. Knowledge Base

Simply click the Watch Video button available during your journey to enjoy the tutorials and streamline your processes.

Delete contacts in bulk

Make it easier to manage your contact base by using the bulk actions feature. Now, you can select the desired contacts and permanently delete them all at once.

Improvements in WhatsApp Campaign Analytics (Click to Message)

Gain more data to make strategic decisions and boost your business revenue. Now you can track comprehensive metrics for your click-to-message campaigns, such as sales chat started from the campaign, average cost for sales chat, converted in chats, sales completed, and converted to sales.

Improvements in Automatic Closure

From now on, Automatic Closure is enabled by default for all groups. Chats are automatically closed in cases of customer inactivity for more than 7200 seconds, and a ticket or action is generated afterward as a record of the closure, ensuring traceability and organization.

Simplified login experience

The login page has been updated to integrate access and account creation options, making it easier to start using the service after signing up. If this is your first access, click on Create account and fill in the requested information. If you already have an account, enter your login credentials. 

Upload content when creating FAQ skill

It is now possible to create a FAQ skill in the IAG Chatbot without having to first upload the content to the knowledge base. Customers rely on new upload button for new content when creating a FAQ skill.

Unified Chatbots List

Now, when accessing the Chatbots List, you will find your bots in a unified list that can be filtered by chatbot type.

Automation "We Miss You"

Recover engagement from inactive contacts with the "We Miss You" automation. Use personalized messages via SMS or WhatsApp to reactivate customers and strengthen your relationship with your base. Available for integrations with ERPs and in plans starting from Expert. 

How it works:

• Data synchronization: ERPs data is synchronized, ensuring accurate information and eliminating manual errors.
• Intelligent automation: AI analyzes contact behavior to identify inactivity and send personalized messages at the ideal time.
• Effective strategies: With data organized by AI, it is possible to create targeted actions to recover inactive contacts and strengthen the relationship with customers.

Improvements in SMS sending: Country codes validation

It's now even easier to ensure your SMS messages are delivered without complications. Now, the validation of country codes occurs automatically during:

• Manual contact addition: In the database or at the time of sending.
• Bulk import: By file upload or direct send.
• Sends to lists created in the contact database.

The configuration also displays warnings about the countries (domestic or international) available for sending by your organization. This improvement helps prevent sending failures or incorrect charges due to improper formats. 

Contact transfer to commercial support in automation flows (WhatsApp)

Now, supports originating from WhatsApp campaigns can be automatically directed to a specific team or agent, according to the user's configuration. This improvement provides a smoother, more efficient, and cohesive journey, optimizing results and reducing the need for manual actions. 

Configuration and Use of Webhooks in Support Service

Webhooks allow sending ticket data to another system automatically when specific conditions are met. This approach is often simpler than a bidirectional API setup since the receiving system does not need to initiate an API request to get Support Service data.