Introducing Lexi AI
We’re excited to introduce Lexi AI, which uses an advanced LLM model to generate templated responses to customer queries. With a single click, the system provides smart, data-driven replies, streamlining engagement and improving efficiency.
Introducing Froala Tables in the Email Editor
We’re excited to launch the Froala Table feature in our email editor! Now, you can easily insert and customize tables for clearer data presentation in customer replies.
Personalized Quick Replies for Agents
Agents can now personalize and save quick replies while still using admin-configured responses. This feature allows for customized, efficient communication, with responses kept separate for easy management.
Shift-Based Ticket Assignment
We now support assigning tickets to agents based on a shift system, ensuring efficient ticket management that aligns with 24/7 customer needs. This approach streamlines ticket assignment during designated shift hours.
Customizable SLA Counters Now Available
Introducing customizable SLA counters that can be set in minutes or hours. Tailor these counters to meet specific time requirements, allowing for more precise tracking of service level agreements.
Improved Data Handling with External Ticket API
We’ve enhanced data handling in our External Ticket API by implementing filters that accept only standard values in fields like Priority and Channel. This sanitization prevents junk values from being passed and stored, boosting system efficiency.
Non-Collapsible UI for Chat-to-Ticket Conversion
When a chat conversation is converted to a ticket, users will now see a non-collapsible UI displaying both BOT interactions and chat agent conversations. This provides ticket owners with complete context before taking action on the ticket.
New View for Customer Responses
We’ve introduced a separate view for customer responses. You can now easily see all the tickets for which customers have responded, making it simpler for agents to identify and prioritize these tickets.
Enhanced Chat Search Functionality
We’ve introduced a new feature that allows users to search through chats based on keywords, phone numbers, lead IDs, first names, last names, and display names. This enhancement makes it easier and more efficient to locate specific chat conversations.
Unique Chat Link with Full Visibility for Collaboration
We’re excited to announce the ability to generate a unique link for every chat conversation. When shared with any team member with Marvin access—whether Agents, Supervisors, or Admins—who hasn’t been assigned the chat, they will now have full visibility into the entire chat history. This feature makes it easy to share chat details and ensures complete context for effective collaboration.
Chat Reopen 24 Hour Window
Agents can now reopen a chat to communicate important messages, with the option to reassign it to themselves or follow the existing assignment logic. Additionally, prompts will inform agents whether the chat is with another agent or part of a BOT conversation, ensuring smooth and considerate interactions.
Customer Satisfaction (CSAT) Integration in Chat
We’re pleased to introduce the ability to capture CSAT directly within chat interactions. CSAT ratings are collected on a 5-star scale when the chat ends. Additionally, conditional CSAT options based on Service Groups allow for improved personalization in feedback collection.
Introducing Campaign Dialing for Automated Calls
Agents can now upload a list of numbers, and our system will automatically call customers sequentially. This streamlines the calling process, saving agents time and allowing them to focus on engaging with users instead of dialing manually.
Enhanced Call Disposition Form with Dropdowns
We’ve added dropdown fields to the call disposition form, including dependent dropdowns. This enhancement simplifies the process for agents, making it easier to categorize incoming calls efficiently.
CSAT Collection Now Available for Telephony
Users can now rate their experience with telephony agents and provide valuable feedback through the telephony channel. CSAT ratings are captured on a scale defined by admins, ensuring better insights into customer satisfaction.
Role-Based Data Export Permissions
We’ve added data export permissions at the role level. Admins, Supervisors, and Group Managers can export tickets from the listing page for views they have access to. Agents and Light Agents cannot export tickets. Custom roles will have export permissions based on their ticket view permissions.
User-Level Permissions for Resolving and Closing Tickets
We’ve introduced a new section for Resolve and Close Ticket permissions at the user level. Pre-defined permissions apply to default roles, while custom roles can have configurable permissions.
