October 2024

Enhancement

Human Handover Rules in Settings

Users now havemore controlover when a conversation shifts from the AI agent to a human agent. In Settings, you can:

• Define custom handover rulesbased on customer sentiment, query complexity, or specific keywords.
• Improve customer satisfactionby ensuring timely and relevant support.
• Allow support teams to focus on complex issueswhile AI handles routine queries.
  

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New Feature

Freshchat Integration with Copilot

Copilot now integrates withFreshchat, enablingAI-driven conversationswith smoothhuman 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 theUI and content structurewithin theCopilot Builderfor a better user experience. Updates include:

• Enhanced pop-ups, cards, and section layoutsfor improved readability.
• More consistent UI elementsfor a streamlined building process.
• Clearer content presentationto reduce confusion and increase efficiency.

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Enhancement

Click2Call API for Automations

The newClick2Call APIenablesautomated outbound calls, making it easier to engage customers in real time. Key benefits include:

• Smoother automation of voice interactionswithin campaigns.
• Seamless conversation context transferalong with calls for better support.
• Improved customer experiencethrough relevant, real-time interactions.

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Enhancement

Set User Support in Hosted Webpages

The"Set User" featureis now supported onhosted webpages, allowing secure user data transfer. You can:

• Pass user details via query parametersfor a seamless experience.
• Enhance security and personalizationin embedded applications.