| We will soon release an enhancement on branching in bots. This will provide extensive customizability for customers using bots in their workflows. With rich branching, brands can filter on conditions such as intents, languages, and tags and custom issue fields allowing for easier management of your workflows in one single bot. 
SDK X v10.2.0 with Outbound Support, OS Updates & moreIn October, SDK X will be updated to v10.2.0 with a new feature called ‘Outbound Support’. This new feature will enable customer support teams to proactively engage users to provide better customer service and resolve their issues faster through the in-app customer service experience. Designed to augment the Modern Support Journey, some key use cases for Outbound Support include: - Engaging with VIP customers about an outstanding issue ensuring a high level of personalized support
- Proactively offering support to a user when there has been suspicious activity on their account preemptively avoiding potential fraud activity
- Reaching out to users with outstanding support tickets to speed up the time to resolution
- Closing the loop with end users that had previously reported a bug or feedback that is now resolved, alerting users of updates and improvements to their experience
Other features that will be available with this release: OS Updates
For latest OS Support for Android 13 and iOS 16, we recommend updating to this version. Details on changes and impact can be found here. Camera Permission dependency removal in iOS
This update will also remove the need for the App to declare permission on the App store in order for the end users to upload attachments. Contact Us button visibility
The ability to allow developers to configure the user segments for which the contact us button is visible will be available. This was supported in Legacy SDK and will now be available in SDK X. Finally, we have previously announced End of Life and End of Support Notice for Helpshift’s Legacy SDKs (SDK Version <7.x.x.) which will see end of life as of 31 Dec 2022 and end of support as of 31 March 2023. Learn more here. Please reach out to your Customer Success Manager or success@helpshift.com to learn more Smart FAQ - General ReleaseCurrently in Beta launch, we are planning to officially release Smart FAQs. Features are being added continuously. Now you can delete smart intents, disable smart forms and much more. What happens when your users do not find answers after going through the FAQs? In most cases, they discover ways to reach out to support without providing a lot of context of their problem. That is going to change with this new feature called ‘Smart FAQs’ that allows your end users to fill in a Smart Form that creates an issue and collects contextual information, right within the FAQ experience. With Smart FAQs, you can capture the context right at the point of origination leading to: - A great end-user experience
- Faster issue resolution by agents
- Improved CSAT
Some key use cases which customers are using it for: - Lost game progress
- Collect feedback
- Report inappropriate usernames
- Submit ideas
- Purchase-related issues
- Report bugs
- and more...
Adding Quick Search Bot ReportingWe will soon be adding Quick Search Bot Reporting to the Analytics Dashboard and Billing Dashboard. Below is the list of metrics that will be available: - Analytics Dashboard
- Quick Search Bot Invocations
- FAQ Suggested
- Suggested FAQs Read
- Quick Search Bot Resolution
- Billing Dashboard
- Quick Search Bot Resolutions
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