We’ve expanded AI capabilities with MCP-powered guest context, introduced new Time-to-Answer reporting metrics, added centralized Share & Publish tools, and delivered UI and reporting improvements across QuickChat, Conference Room, and Ticketing experiences.
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AI Guest Context (MCP) – Historical Awareness for Smarter AI AI-powered chats can now reference recent guest conversation history using MCP tools, enabling more informed responses and improved agent suggestions.
Time to Answer (ASA) – New Agent Connection Metrics New reporting metrics track how long customers wait for their first agent connection, even across routing and escalation paths.
Share & Publish – Centralized Chat Sharing Tools A new Share & Publish area provides easy access to chat links, embed codes, and sharing instructions, all automatically aligned to your tenant.
Conference Room – Expanded Reporting New reports provide deeper insight into inbound chats by country, meeting room, urgency, and room type.
QuickChat UI – Improved Visual Consistency Layout adjustments ensure QuickChat displays consistently across supported web client themes.
Ticketing – Reduced Workflow Noise Ticket update handling has been refined to prevent duplicate events and unnecessary workflow triggers.
AI-powered chats now use MCP tools to securely reference a guest’s recent conversation history, allowing responses to reflect prior interactions without compromising privacy. The AI evaluates up to the last ten guest conversations in a streamlined format optimized for efficiency and accuracy.
Support has also been added to the AI Sandbox, enabling teams to test prompts with realistic session context and validate AI behavior before deployment.
Why it’s useful: MCP-powered context improves AI relevance and continuity, helping agents and automated responses better understand returning guests while maintaining secure, efficient AI execution.
A new Time to Answer metric tracks the time from chat start to the first agent acceptance. The metric accounts for routing and escalation scenarios and is available in seconds- and minutes-based variants for reporting and averages.
Why it’s useful: Teams gain more accurate insight into customer wait times and agent responsiveness across complex routing flows.
The new Share & Publish area, available in both Manager and Admin views, centralizes links, embed codes, and sharing instructions for web chat. Content is presented in a clear, easy-to-copy format, and all links automatically adapt to the current tenant environment.
Why it’s useful: Simplifies managing and sharing chat entry points while ensuring links remain accurate and consistent.
Four new reports have been added to the Conference Room module:
Why it’s useful: These reports help teams better understand demand patterns, geography, and meeting context.
QuickChat layouts have been refined to ensure consistent alignment across supported web client themes, improving readability and overall UI stability.
Why it’s useful: Provides a cleaner, more predictable experience across different branding and theme configurations.
Ticket update processing has been improved to prevent duplicate update events and unintended workflow triggers, reducing unnecessary notifications and automation noise.
Why it’s useful: Ensures ticket workflows run only when meaningful changes occur, improving signal quality and operational efficiency.