Starting today, it’s easier to draw better insights from your conversations through 3 new tagging updates, so you can improve your product and business.
The tags settings page is now the central location for you to view and manage your tags. This includes the ability to see how many times tags have been used.
We’re also introducing new rules to automatically tag new conversations. Tag rules reduces the manual effort required from your team while ensuring that your tag report are more accurate.
Finally, we are extending tagging to Custom Bots so that you can understand the content of those conversations. Now when you build a bot, you can automatically tag specific conversations as they’re triaged by your Custom Bot.
For more information, visit this article.
You can now make responses to your customers even more personal with answer targeting! This will allow you to limit answers to specific audience segments when using Answer Bot, creating a more tailored experience for your customers.
To get started with answer targeting, add the unique criteria or set of attributes to each Answer you create.
You can start segmenting your responses now. For more information on Answer Bot, you can also visit these articles:
You can now tag and message groups of Product Tour recipients at once based on how they interacted with a certain tour. For example, you can easily select everyone who viewed, completed, hit the goal, or had an issue with a Product Tour and add a certain tag to their user profile to keep track of which tours they've taken or send them a targeted follow-up message. Here's how to get started:
Our new reports give you an exact breakdown of how fast your team is responding to and closing conversations. Using these insights, you can instantly answer questions like “How many of my conversations are closed in an hour?” and then optimize your performance, if it’s below target.
For each metric, you will see six distinct buckets of response or close times, and then a corresponding percentage of conversations. These views are pre-defined by default and data is refreshed and calculated every time the page is loaded. Learn more about our performance reports here.
You can now decide whether all visitors and users must go through triage before they can initiate a new conversation. This lets you collect helpful info for every conversation and route it to the right team or teammate.
For example, you can have users select between wanting to get in touch with support, sales, report a bug, or request a feature before they're able to compose and send their message. After their initial interaction with the Custom Bot, the message composer will re-appear. Here's how to enable this feature:
To learn more about triggering Custom Bots when visitors or users start a new conversation, check out this doc.