New Features and Updates

Conversations Awaiting Response widget renamed Conversations Awaiting Agent Response

There is no change in functionality in this widget. It is simply a name change.

Now that Care Analytics supports bot engagement, you need more controls to give you visibility around who exactly is responding to conversations. The Conversations Awaiting Response widget is designed to help you proactively monitor conversations where your customers are awaiting an agent response and make sure that your agents are engaging within SLA. Unlike other Response widgets that can now include multiple forms of brand engagement, i.e. agents and bots, the Conversations Awaiting Response widget is pre-filtered for only conversations awaiting agent responses. For clarity, we are renaming the Conversations Awaiting Response widget to Conversations Awaiting Agent Response. 

The existing widget functionality helps you identify the relevant conversations faster by filtering out other types of brand engagement. Even if there is a bot response or Welcome Response in the conversation, it will still show up in the widget because the conversation is awaiting an agent.

Learn more about this widget here.