This week we’re announcing changes to our chatbots:

• new branching logic: Some of our most in-demand features recently have been improvements to chatbot workflows. This week, we’re releasing a batch of improvements:
• ability to specify ticket channel
• map fields

New branching logic

We’ve added two new types of branching for chatbot workflows: branch by URL and branch by customer segment.

Branch by URL allows you to create a different path of your workflow depending on the page a user is on. For instance, you can now suggest more specific articles depending on which page a user is on or tag the resulting ticket with a more relevant tag.

Branch by customer segment allows you to create paths for any group of customers you have. This gives you the ability to create a bespoke experience for your customers using the information you already have for them (eg, you could give your VIP customers the ability to chat with support in the chat widget vs. emailing support).

Specify ticket channel

You can now specify the channel on which a ticket will be created (previously, all tickets were chat tickets). When you create email tickets, you can follow-up with a message letting your customers know your expected response timeline.

Map fields

You can now use the responses your customers give you to fill in their profile information (including custom fields). This can be especially helpful if you’re missing a field or want to keep customer data fresh and contextual.