We’re excited to share the latest updates in Build 3005, which introduces several powerful new features to improve AI transparency, agent insight, and operational visibility. Here’s a look at what’s new:
We’ve added a built-in feedback mechanism to make AI interactions more accountable and transparent.
Thumbs-Up/Thumbs-Down Ratings: Users can now rate AI responses during live chats, giving admins and managers direct insight into what’s working—and what’s not.
Positive Feedback (Thumbs Up Button):
Negative Feedback (Thumbs Down Button):
New Feedback Pages: Two new views—AI Feedback Entries and Search AI Feedback—enable detailed review of each rated interaction.
Automated Workflow Trigger: Feedback submissions now trigger a new event, enabling follow-up workflows or analytics triggers.
This marks a big step toward refining AI behavior and ensuring our chat support meets your expectations.
The new AI Dashboard gives Admins and Managers a unified space to:
Track trends in AI performance
Review cumulative feedback scores
Identify patterns across large volumes of chat data
It’s your central hub for making informed decisions about how AI is used across your service desk.
To support our growing AI features, we’ve restructured the navigation:
New AI Submenu: All AI-related items are now organized under a clean, dedicated submenu for Admins and Managers.
This improves usability and helps teams quickly find what they need.
We’ve expanded the library of prebuilt reports to help you stay on top of agent performance and customer sentiment:
New Reports Include:
Chats with AI Feedback Ratings (Includes separate reports for Positive and Negative feedback ratings)
Chats by Agent List: Total vs Accepted vs Resolved
Level 1 Chats Handled and Resolved Over Time
Level 1 Chats Handled vs Escalated and Resolved Over Time
Chats by Guest Job Title
These reports are designed to give your team actionable insight into escalation trends, AI effectiveness, and guest demographics.
We’ve expanded our JavaScript capabilities to support more powerful integrations:
Updated Method: makeHttpGetRequest now supports a timeout value and improved error handling.
New InvGate Support Methods:
getInvgateAgentAssignedToTicket(ticketId)
getInvgateTicketComments(ticketId)
getInvgateTicketCategory(ticketId)
getInvgateTicketLastComment(ticketId)
getInvgateTicketGroup(ticketId)
These additions support faster, more dynamic ticket resolution within InvGate integrations.
A new level of customization has been added to email communications:
Custom Email Templates: Managers and Admins can now create and preview reusable email templates.
Enhanced Email Pipeline: A new pipeline item allows for:
Agent list targeting
Specific recipient control
Dynamic template assignment
These updates make it easier than ever to send the right message to the right people—every time.