October 2024

Enhancement

Human Handover Rules in Settings

Users now have more control over when a conversation shifts from the AI agent to a human agent. In Settings, you can define custom handover rules based on factors like customer sentiment, query complexity, or specific keywords.

• Improve customer satisfaction by providing quick and relevant support.
• Help support teams focus on complex issues while AI handles routine queries.

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New Feature

Freshchat Integration with Copilot

Copilot now integrates with Freshchat, enabling AI-driven conversations with smooth human handovers, acting as an inbox for Copilot to respond to queries, and providing seamless support for multiple teams and high chat volumes, especially useful for existing Freshchat users.

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Enhancement

Refined Layouts and Content for Builder

We have enhanced the user interface and content structure to improve the overall experience within the Copilot builder.

• Improved pop-ups, cards, and section layouts for better readability and ease of use.
• More consistent UI elements for a streamlined building experience.
• Enhanced clarity in content to reduce confusion and increase efficiency.

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Enhancement

Click2Call API for Automations

The new Click2Call API enables smoother and more automated calling within campaigns. You can use it for automated outbound calls, making it easier to engage customers in real-time. The API also sends conversation context along with the call, improving the overall customer experience and ensuring relevant interactions.

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Enhancement

Set User Support in Hosted Webpages

The "Set User" feature is now supported on hosted webpages, enabling secure transfer of user data. You can pass user details via query parameters, ensuring a smooth experience across embedded applications.

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