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 customer sentiment, query complexity, or specific keywords.
• Improve customer satisfaction by ensuring timely and relevant support.
• Allow support teams to 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. This integration acts as an inbox for Copilot to:

• Manage and respond to queries efficiently.
• Support multiple teams and high chat volumes.
• Provide seamless AI-human transitions for improved customer experience.

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Enhancement

Refined Layouts and Content for Builder

We have improved the UI and content structure within the Copilot Builder for a better user experience. Updates include:

• Enhanced pop-ups, cards, and section layouts for improved readability.
• More consistent UI elements for a streamlined building process.
• Clearer content presentation to reduce confusion and increase efficiency.

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Enhancement

Click2Call API for Automations

The new Click2Call API enables automated outbound calls, making it easier to engage customers in real time. Key benefits include:

• Smoother automation of voice interactions within campaigns.
• Seamless conversation context transfer along with calls for better support.
• Improved customer experience through relevant, real-time interactions.

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Enhancement

Set User Support in Hosted Webpages

The "Set User" feature is now supported on hosted webpages, allowing secure user data transfer. You can:

• Pass user details via query parameters for a seamless experience.
• Enhance security and personalization in embedded applications.