It's our biggest support launch, ever—more power, more flexibility, more efficiency

Shared by Mary • August 12, 2020

Today, we released 20+ new features across Messenger, Inbox, and Reporting. These updates finally give you the power and flexibility to scale best-in-class support to more customers—all while improving team efficiency.

📥 Go beyond the simple questions – tackle the complex ones with new ticketing workflows

Create a ticketing workflow to manage complex conversations more efficiently by automatically collecting from customers info like topic and urgency — or whatever else your team needs to prioritize an issue — and using that data to route the conversation to the right team.

✅ Automate 4X as many tasks as before with powerful new rules

With robust and flexible new rules, your team can do more with less effort. For example, you can reroute requests if a teammate hasn’t replied. Or, you can use a single rule to complete multiple tasks, like marking a conversation as priority, applying an SLA, all in one go.

Read about rules and other Inbox enhancements

💬 Respond in real-time – or on your own time with a more flexible messenger

You can now deliver great asynchronous support, too. Show clear reply times and a self-serve icon when you’re not available, use bots to collect details for follow-up and make it easy for customers to continue a single conversation with your team for as long as it takes to reach a resolution.

📊 Robust new reporting tools, designed with you in mind

Our redesigned reporting gives you the insights needed to provide best-in-class support. We’ve added reports to monitor team performance and efficiency, as well as 12 new industry-standard metrics, like reopened conversations and closed on first contact. Plus, you can subscribe to the Conversations and Responsiveness reports by email too.

To see these features in the product, check out this tour.

To learn how to efficiently scale your support with all of these new features, see our help article.