AI-Powered Writing Tools in Conversations Inbox + More

This document summarizes key product updates released in September 2024, focusing on enhancements to the Help Desk module.

Update 1: Customizable Views Sidebar (Released September 16, 2024)

• What: Users can now customize the Help Desk views sidebar, rearranging, blending default and custom views, and hiding unused views. The "Create ticket" button has been relocated to the top of this sidebar.
• Why: This addresses the issue of sidebar clutter from irrelevant views, which could impede workflow efficiency in fast-paced support environments.

"Maintaining focus is crucial when working in fast-paced support environments. Previously, the help desk views sidebar was static, often cluttering the workspace with irrelevant views."

• Impact: Increased user control over their workspace, potentially leading to improved focus and faster support delivery.
• Availability: Service Pro and Service Enterprise tiers.

Update 2: AI-Powered Writing Tools in Conversations Inbox (Released September 10, 2024)

• What: New AI features have been integrated into the Conversations Inbox composer across all channels, including:
• AI Command Shortcuts: Use the "/" command or highlight text to access AI writing assistance like drafting, rewriting, summarizing, expanding, shortening, and adjusting tone.
• Proofreading: AI-powered grammar, spelling, and punctuation correction.
• Popover Modal: Provides greater control over AI suggestions, allowing users to keep or regenerate text.
• Enhanced Summarize Feature: Now accessible via a dedicated icon in the footer, enabling quick summarization of lengthy conversations for improved handoffs and collaboration (excluding WhatsApp).
• Why: Responding to customer inquiries efficiently and effectively is crucial. These features aim to streamline response crafting and improve quality, leading to faster response times.

"Responding to customer inquiries quickly and effectively is more important than ever, but crafting responses can be time-consuming without the right tools."

• Impact: Anticipated improvements in agent productivity, response quality, and customer satisfaction due to faster and more efficient communication.
• Availability: All hubs and tiers.

Overall Impact:

These updates represent a significant step towards a more efficient and intelligent Help Desk experience. The customizable sidebar empowers users to personalize their workspace, while the AI-powered writing tools automate tedious tasks and enhance communication quality. These changes are likely to significantly impact agent productivity and customer satisfaction.