We've made it easier than ever to configure how your chatbot interacts with your Knowledge Base. Now, when you add a Knowledge Base node in Flow Builder, you'll find a new settings panel that allows you to customize the bot's responses.

You can now edit the instructions the bot follows when pulling information from the Knowledge Base, ensuring that responses are more relevant and aligned with your company's tone and messaging. Additionally, you can enable memory retention, which lets the bot remember parts of past conversations, making its replies feel more natural and helpful.

For even more control, you can decide how many previous messages the bot should use for context, anywhere between 2 and 20 messages, so that ongoing conversations flow more smoothly. If you haven't updated your bot yet, you'll see a notification letting you know that an update is required before using these new settings.

Customers' queue position in real-time

One of the biggest frustrations for customers waiting to be connected with an agent is not knowing how long they have to wait. With our new queue position notification, you can now inform your customers of their place in the queue when they're handed off to an agent.

Every minute, the system updates their position so they have a clearer idea of when they'll be attended to. This helps set realistic expectations, reduces frustration, and creates a smoother support experience.

Language editor for agents using AI translator

Agents can now adjust the output language they use to communicate with customers. If a customer speaks or requests to speak in a specific language, agents can modify their output language accordingly to accommodate the request.

Search bar in Conversation Explorer

You can now quickly find specific users or conversations in Conversation Explorer by searching for their ID. This makes it easier to locate and analyze relevant conversations efficiently.

⚡️ Improvements

Flow Builder

‍A cleaner and more intuitive analytics section: To improve navigation, we have renamed the Advanced Analytics section to just Analytics and made some UI refinements. This makes it easier to find and analyze chatbot performance data without any unnecessary distractions.‍
Smoother flow transfers between bots: We've improved the way Flow Builder handles transfers and switching between bots. Previously, if a user switched bots too quickly, they might see a message saying that the bot was "Currently being edited," even when it wasn't. This was due to a delay in disconnecting the previous session. Now, this issue has been resolved, ensuring a seamless transition when switching between bots.
Text formatter: We've enhanced the formatting menu to simplify styling messages in your conversational experience. ‍

‍Templates

We've updated the template layout to make it easier for agents to navigate through folders when selecting a template to send to customers. This improvement helps agents find the right template faster, making their workflow more efficient.

General

Refreshed UI: We've updated our neutral color palette to create a more polished and modern look. This subtle change improves readability and provides a more visually cohesive experience across the platform.

🛠️ Bug Fixes

Flow builder

Smart Intent titles must now be unique: Previously, users could accidentally create two Smart Intents with the same title in Flow Builder, which could cause confusion and errors in conversations. While there was an error message in the input field, it wasn't always clear where the mistake was. Now, when a duplicate title is entered, an error message will appear on both the input field and the component itself. Additionally, the Publish button will remain disabled until all Smart Intents have unique titles, preventing any issues before they happen
‍Fixed display issues for keywords in Flow Builder: When too many keywords were added to the keyboard component in Flow Builder, they sometimes didn't fit properly, causing them to extend outside of their container. This issue has now been fixed, ensuring that all keywords display correctly, no matter how many are added.‍
Fixed a problem with the publish button: In some cases, the Publish button would stay enabled after publishing, even if the flow wasn't saved beforehand. This issue has now been resolved, ensuring that the button accurately reflects the current state of your workflow.

Analytics and Case Archive

Fixed incorrect column order in agent time spent export: The export for agent time spent in status was displaying columns in the wrong order. This has now been corrected for better accuracy.
‍Resolved duplicated bot messages in case archive: In some cases, bot messages with buttons were appearing twice in the case archive. This issue has been fixed, ensuring that bot messages display correctly.