Custom fields in chat conversations 

Custom fields in chat conversations allow users to capture and configure additional information tailored to their specific needs. These user-defined fields provide flexibility and customization, allowing data collection that aligns with various use cases. In addition to basic field creation, the chat module now supports advanced settings to enhance usability. They include: 

• Field Display - Shows or hides specific fields based on predefined conditions, ensuring the form with chat conversation details remains contextually relevant and clutter-free. 

• Field Dependency - Creates a parent-child relationship between fields. For example, if you select a "Country," the "State" options will be filtered automatically, which can further refine selections for "City" or "Region." 

Custom fields

Field display

New field configurations

To enforce data consistency and ensure critical information is captured at the right stages, the following additional field configurations have been introduced: 

• Mandatory while editing the conversation details- Ensures a specific field is updated while a conversation is being edited. 

• Mandatory for status change - Ensures the field is filled when updating the status of a conversation. 

• Mandatory for closing/solving conversation - Mandates the completion of key fields before marking a conversation as resolved or closed. 

  

Customer Satisfaction (CSAT) Survey 

The Customer Satisfaction (CSAT) Survey feature for chat conversation enables seamless feedback collection and enhanced customer insights. 

Survey via Widget

A survey option will now be displayed in the chat widget after the conversation ends. Clicking the rating will redirect end-users to the survey page to provide their feedback. 

Survey via Email 

After a chat conversation, an email containing a CSAT survey link will be sent to the customer for additional feedback. 

Omni-channel survey

For conversations through Instagram Messenger, Facebook Messenger, and WhatsApp, customers will receive a survey link to share their feedback. 

Admin configurations

Customizable survey questions: Add additional survey questions to gather specific insights tailored to your business needs. 

Customizable rate scales: Configure the rating scale to match your desired format. 

Email survey settings: Decide whether to enable or disable survey emails for chat feedback collection. 

This feature empowers businesses to capture actionable insights and continually improve the customer experience across all supported channels. Start leveraging this update to gain deeper feedback from your customers today! 

All-in-one conversation view

Experience a redesigned chat conversation page that combines filters, conversations, messages, and conversation details in a single, streamlined view. 

Enhanced security with IP blocking for Live Chat widget 

Introducing IP Blocking functionality to provide greater control over access to your live chat widget. You can now block or unblock specific IP addresses or entire networks, enhancing security and ensuring that only authorized users can interact using the chat widget. This feature protects your system from unwanted access and potential threats. 

Inbound email and delivery receipts for emails

Inbound email support

Offline email replies are now posted directly as messages in the ongoing conversation instead of creating a separate ticket. When agents reply to offline emails, these replies are added as private notes within the conversation, improving internal tracking and communication. 

Offline email delivery receipts

When a user is offline and a message is delivered to their email, the message status will be updated to "Delivered to Email".This acknowledges to the sender that their email has been delivered. 

Edit message in chat conversations: Revise with Ease

Introduced the ability to edit messages in chat conversations, allowing agents to easily correct mistakes or update information after a message has been sent.  

• To edit a message, simply click the options menu (⋮) and select Edit.

• Additionally, admins can control message editing based on an agent's Roles and Permissions, deciding who can edit messages.
  
  

Omnichannel: Instagram and SMS channels integration support

Instagram integration

We are excited to introduce the integration of BoldDesk with Instagram, enhancing your customer support experience. This new feature enables you to manage customer inquiries directly from Instagram, making communication more seamless and efficient. The key features are:

• Automatically create chats for direct message received on your Instagram Business account. 

• Respond to customer messages and inquiries directly from BoldDesk. 

• Exchange text, images, and other multimedia files to ensure richer customer interactions. 

• Streamline support workflows with group-based assignment for Instagram messages. 

• Manage multiple Instagram Business accounts through a single integration setup

SMS integration

BoldDesk now supports SMS integration with Twilio, enabling real-time communication with customers via SMS. Customers can send and receive updates without relying on email or internet access.  

This feature is ideal for businesses handling high message volumes and prioritizing SMS-based services. Customer responses are integrated into BoldDesk chat for seamless and quick agent interactions. 

Chat management improvements in Agent Portal 

The newly introduced Chat Agent Portal Settings in the Admin panel provide greater flexibility and control over conversation assignments and chatbot customization. These settings can be accessed via Admin > Agent Portal > Select the Chat Tab. 

Conversation assignment settings 

Admins can now determine how conversations are assigned when an agent responds to an unassigned conversation or one currently allocated to a team. 

By enabling the 'Assign to the replying agent' checkbox, conversations are automatically assigned to the responding agent. This feature simplifies workflows and ensures a seamless conversation experience. 

Chatbot settings 

 Admins can customize the chatbot's identity by specifying its name and avatar, which will appear in the messages sent by the bot. This feature enhances branding and creates a more engaging experience for users interacting with the chatbot. These updates enhance agent efficiency and improve the customer experience by offering more control over chat management and chatbot personalization. 

Live User availability status 

The Live User availability status feature now displays the real-time availability status of users directly in the chat conversation list from the chat widget conversations. Agents can easily identify if a user is available, enabling faster responses and more efficient chat management. 

Enhance responses to customers with AI-Powered editor 

Unlock the potential of generative AI features with the chat conversation editor to improve your responses.  

These AI tools can be enabled or disabled in the admin module. Choose from the following options to elevate your communication: 

• Rephrase 

• Elaborate 

• Shorten 

• Grammar Correction 

• Translate 

  

Delete attachment

Users can now easily delete attachments directly in chat. 

Translate and copy option 

Translate - Translate messages seamlessly into your preferred language with just a single click, enhancing multilingual support. 

Copy - Quickly copy message content to your clipboard for easy sharing and reference. 

After Translated

View Profile and Recent Chat options

Choose an option to display user profile details in the chat module, along with their conversation and ticket history. This helps agents access a user’s previous interactions and profile information, enabling them to provide more personalized and efficient support. 

Profile image support

Introduce an option to display profile images in the chat widget and agent portal. If an agent uploads their profile image in BoldDesk, the updated image will automatically reflect in the widget and agent portal on their messages. This enhances the chat experience by making it more personalized and human-like. 

Localization support for Widget 

We’ve introduced the option to customize the language of the chat widget.  
When multi-language support is enabled in BoldDesk, you can set the desired language in the script, and the widget will load in that language. 

If multi-language support is not enabled, the widget will default to English, ensuring a seamless and localized customer experience.

Custom Offline-form support 

Introduce a custom form support option for offline scenarios in the chat widget, enabling businesses to collect detailed information from users when agents are unavailable.  

• Admins can design the form to include fields for contact details, issue descriptions, and additional context specific to their needs. 

• This ensures that all necessary information is captured, allowing support teams to handle tickets more efficiently and provide timely resolutions. 

• By tailoring the form to suit their requirements, businesses can enhance the user experience and streamline the support process. 

KB Feedback support 

Introduce a feedback option for the Knowledge Base (KB), allowing users to rate articles and provide comments on their usefulness. This helps administrators improve KB content, ensuring it remains accurate, clear, and aligned with customer needs for a better self-service experience. 

Push and In-app notification support

Push notification support for @Mentions

Enhance your responsiveness with our latest update. Chat agents will now receive push notifications whenever they are mentioned in a chat, ensuring timely attention to important messages. 

In-App notification 

Previously, only email alerts were available. We are now introducing in-app notifications and real-time alerts for events.  

In-app notification alerts are highly customizable based on agents' preferences and profile settings. This allows agents to configure notifications for events that matter most and removes email clutter. 

Additionally, we have given you the option to customize email alerts. If you don’t want email alerts for a specific event, you can turn them off. 

In a multi-brand portal, settings are customized based on the available brands. 

You can also control what notification should be categorized as ''Focused '' and what should appear under ''Others''. 
 
 

Email notifications for offline agents on assigned conversations 

Keep conversations seamless even when offline. Assigned chat agents will now receive email notifications with the latest messages, keeping them informed and enabling prompt follow-up. 

Reports

New reports for chat module 

Three new reports have been introduced in the chat module. They include: 

• Agent Performance Dashboard 

• Contact Performance Dashboard 

• CSAT Report 

A new Chat tab has been added to the existing ticket module reports, enabling users to access chat-specific data.

Mobile App

All-in-one conversation view for effortless navigation! 

Enjoy a redesigned conversation page that brings conversations, history, and links together in a single, unified view. With this intuitive layout, users can now navigate effortlessly for a smoother and efficient experience. 

Enhance your conversations with AI!  

Chat smarter with AI-powered tools to rephrase, elaborate, shorten, or translate your messages effortlessly. Deliver responses in the tone you need—be it standard, fluent, or professional. Upgrade your chat experience today! 

Edit message: Revise with ease! 

You can now edit messages directly from the mobile app, giving you the flexibility to make changes anytime, anywhere. Long-press on a message and tap the "Edit" option to modify the text. Ensure accuracy and clarity in your communications with this convenient message editing feature!