Release Notes
January 2025
What's new
Enhanced Inbox Experience
We've made it easier than ever to find and manage conversations in the Inbox with new sorting options! In addition to ascending and descending order, you can now sort your conversations.
Sort chats and tickets by:
- Creation Date – Find conversations based on when they started.
- Latest Message – Prioritize the most recently updated conversations.
- Customer Wait Time – Identify chats where customers have been waiting the longest.
- Time Since Agent Takeover – Track conversations based on when an agent last engaged.
Chat Closed Intent with Collect Feedback Action
AI Assistants now support a new Collect Feedback action, allowing customers to provide a voluntary 1 to 5 rating after a live agent closes a chat.
How it Works:
- When a chat is marked as closed, customers receive a prompt to rate their experience.
- Ratings are optional and provide valuable insights into customer satisfaction.
- Feedback is stored in the Conversation's Rating field and aggregated in analytics for reporting.
How to Enable:
- Navigate to the Chat Closed intent in your chatbot settings.
- Enable the Collect Feedback action.
- Customize the rating message and response options to match your chatbot's tone.
Bug Fixes & Improvements
- Analytics Table Timezone Fix: Data in analytics tables now correctly reflects the user's timezone.
- External API Enhancements: Added support for external APIs to add notes and update ticket statuses seamlessly.
- Improved Export Performance: Optimized message export processing time for faster results.
November 2024
We've had an extraordinary year delivering the V3 evolution of the Yola platform with more features, functionality, and UI enhancements than ever before. We're now back to a regular sprint cadence for the release of popular expansion requests from our growing customer base, and this update packs a punch.
What’s new
Six new channels and integrations
Users can now deploy their chatbots and develop integrations across six new channels: WhatsApp, Zendesk, Africa's Talking, Line, Bitrix24, and Telegram.
Enhanced carousel experience
Users can now opt to add a carousel block as a bot action in Intents. This allows you to present user-friendly, swipe-able panels within supporting channels. Apply custom images to each slide and even turn them into links.
Exporting conversations based on attributes
Conversations can now be exported directly from the platform. You can choose the attributes of the conversation that are most relevant to you and export them in .csv format.
Improved custom Inbox views
The custom inbox views feature allows users to filter conversations by various attributes such as app, assignee status, conversation type, tags, and custom fields—enabling a more tailored inbox experience. This feature respects your custom agent permissions and can be accessed quickly through pinned views, offering a powerful and dynamic way to manage incoming conversations.
Updated banning system
The updated banning system now provides a consistent hard stop for banned users across all channels, including ones like WhatsApp where direct control was previously limited at their API level. Additionally, it allows for customisable ban durations and language filters, enhancing flexibility and control when managing user access.
Enhanced search functionality with custom fields
The search functionality has been improved to allow users to search directly for values in custom fields across live chats, tickets, and conversations, including those fields assigned to customers, enhancing the ability to locate specific information efficiently.
Custom intent naming capabilities added
Enhancements to the chatbot platform now allow bot actions and second-level intents to be renamed, making it easier to navigate and manage large bots by providing more identifiable and accessible labelling instead of relying solely on ID numbers.
Updated dashboard
The updated dashboard now offers new analytics features for both users and teams, including the ability to segment data by the selected user or team, and comparing month-to-month performance. While these updates provide fresh and dynamic insights, optimisation efforts are underway to reduce load times for users with high data volumes, ensuring efficient access to these hyper-rich analytics.
September 2024
What's new
Pre-chat form
Users can now collect information from customers directly from the web chat before they start a conversation.
Ban customers directly from the Inbox view
Users can now restrict a customer’s ability to see conversations, create new ones, or interact with chatbots or agents for a set duration if they go against predetermined communication rules.
Linking tickets with conversation source
Users can now easily associate the source of a ticket with the particular conversation in question if the ticket was created in a live chat.
Automatic ticket creation
Tickets can be created automatically for customers using the new chatbot "Create ticket" action.
Analytics and tracking dashboard
Users now have access to an analytics dashboard around customer behaviour with eight different data points that provide insight into customer behaviour and organisational performance.
New webchat snippet events
Added functionality to the web chat embedding for greater customer control to expand or minimise webchat, triggered by customer action. Check the documentation.
July 2024
What's new
Multiple email domain senders
Users can now create multiple email senders across their authenticated domains. These senders can be used to set the name and address for emails sent and received by the platform.
Platform chatbot
The platform chatbot, your personal assistant, facilitates onboarding and navigation. It provides instant answers to any product-related questions you ask.
Usage & Billing page
The Usage & Billing page, integrated with Stripe, enables users to manage their payment information, view and manage invoices, and upgrade their plans.
proGPT Max translation
proGPT Max Translation enables agents to understand and translate incoming and outgoing messages in over 37 languages. Translations can be previewed directly in the inbox before sending.
Chatbot Module
New chatbot builder allows you to automate complex customer interactions. It supports a block-based intent builder and the configuration of LLMs. You can also import your existing V2 bot into the new chatbot module.
proData white-labelling
Enables color and logo customization for a white-labelled brand experience
Webchat
Webchat experience has been updated with a modern look-and-feel. It now includes enhanced customization options for colors, branding, and behaviors.
Custom fields
You can now view and edit custom fields for Customers, Livechats, and Tickets directly from the selected entity’s sidebar.
Documents upload as a chatbot training source
Train your chatbots with company information by uploading documents. We support CSV, JSON, and PDF formats.
Chat assignment options
Company admins can now distribute new interactions to agents using a variety of chat assignment options. These include Voluntary, Random, Balanced, and Round Robin.
Send & receive attachments
Agents and customers can now exchange various attachments, including images, videos, and documents.
Custom Inbox views for email
Company admins can now create custom Inbox views. These views allow for the filtering of chats by various attributes, such as ticket email, enhancing organization.
Default to private for other agents chats
When agents view a chat assigned to another agent, the text area now defaults to Note.
Change company switcher
If you're a member of multiple companies, you can now easily switch between them. Just use the Change Company button in the bottom-left menu to view all the companies you're a part of.
Assignment to teams
Livechats and tickets can now be assigned to both teams and agents.
Magic link login
Users can now sign up and log in to the platform without Google or Microsoft, using magic links sent via email for authentication.
April 2024
What's new
V3
Microsoft OAuth Login
Securely sign in with your Microsoft account. This feature provides a convenient, secure login, ideal for teams using Microsoft products.
Search and filtering for customers, live chats, and tickets
The modules for customer, live chats, and tickets have been updated with search and filter functions. You are now able to sort by categories such as text, assignee, status, creation date, and more.
Custom email domains
Users can now authenticate their domain and change the email used for ticket communication. This feature improves communication, allowing messages to be directly sent from your authenticated domain to your customers. Additionally, you can set a static inbound email address from your own domain. Emails received at this address will automatically generate new tickets.
IP Allowlist
Create a list of approved IP address ranges that can access your workspace. This feature enhances security by allowing you to have more control over who can access your workspace.
Developer API
Our Developer API now allows developers to create and update tickets and customers. This provides greater flexibility and control over these key areas of your helpdesk, leading to improved efficiency and customer service.
Find the developer API documentation here.
Sub-company switcher
Easily switch between your sub-companies using the left-hand sidebar. This feature simplifies the management of multiple sub-companies, making it more convenient to monitor all your support tasks.
Create new workspaces
Users now have the ability to generate new workspaces once they've been taken off from their former ones.
Chatbot modules
Our new Chatbot module allows you to create and customize your very own AI-driven customer support chatbot. You can train your bot by importing URLs and uploading content. Plus, you have the option to add a personal touch to your chatbots with your choice of prompts and behaviors.