We are introducing Automation metrics to help you understand how many of your conversations are being handled exclusively by the automation, and how many are escalated to an agent. Please stay tuned, as we plan to incorporate additional metrics in this page.

⚡️ Improvements

AI summary:
- We have updated the model used from gpt-3.5-turbo to gpt-4o-mini in the AI case summary so that agents can have immediate context when entering a case.
- We have also added an improvement that generates the summary in the language that the agent has selected in their setting, if applicable.
Conversation explorer:
- ‍We know that conversations in the right-side panel of the conversation explorer can take a few seconds to load, so we have improved the animation to help you understand when a new conversation has been fully loaded and is ready for review.

🛠️ Bug Fixes

Copy & Paste custom conditions: We’ve fixed a bug in Flow Builder that caused connections to be deleted when copying and pasting certain elements, particularly conditions.