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Recent Posts

  • Release notes for February 26, 2021
  • Release notes for February 5, 2021
  • Flow editor canvas updates
  • Release notes for January 15, 2021
  • Release notes for November 20, 2020

Release notes for February 26, 2021

February 26, 2021

Product improvements

  • Saved replies (previously known as canned responses) are now much easier to configure and use. See Manage saved replies for use in live support and Use saved replies for details.
  • Assistant appearance and embedding settings, saved replies for live support, team management, and user profiles are now all easily accessible in the new Settings section. This can be found by opening the top-left hamburger menu. Settings screen
  • When the assistant prompts the user to choose between nine or more options, a search field is now provided so that the user can easily filter to a more manageable and relevant subset of options. Ten options Filtered to two options

New documentation

  • Admin: Add the assistant to your mobile app
  • Admin: Manage saved replies for use in live support

Release notes for February 5, 2021

February 5, 2021

Product improvements

  • Navigation within Mavenoid has been clarified. You can now switch been main interfaces such as the Assistant builder and the Agent dashboard via a hamburger menu in the top left; secondary interfaces such as profile, help, and other menus are available via appropriate icons in the top right.
  • You can now easily hide flows from the product assistant, such as if you want to develop and test them without making them publicly available.
  • Flow settings have been simplified to be easier to work with. The most important settings are surfaced immediately; other rarely-used settings are now in an "Advanced Settings" menu that is collapsed by default.
  • Live support settings have been simplified to be easier to understand and to default to better behavior. In particular, email notifications (and if configured, SMS notifications) are now automatically sent as soon as conversations enter the queue. Additionally, conversations that wait in the queue for five minutes without being picked up by a support agent will trigger the "Queue timeout" condition on the live support step and advance the flow accordingly.

New documentation

  • Flows: Best practices for writing flows
  • Flows: Set flow visibility
  • Flows: Manage flow translations

Flow editor canvas updates

January 18, 2021

Several updates and improvements have been made to the flow editor canvas for improved readability and easier editing of flowcharts.

Read More

Release notes for January 15, 2021

January 15, 2021

Product improvements

  • Mavenoid can now automatically optimize the search shortcuts displayed to the user by the assistant. See Configure search shortcuts - Automatic shortcut optimization for how to enable this behavior.

New documentation

  • Flows: Tutorial - Create a flow for live support
  • Flows: Live support settings
  • Flows: Understand search shortcuts
  • Flows: Configure search shortcuts

Release notes for November 20, 2020

November 20, 2020

Product improvements

  • Within the flow editor, flowcharts have a new color scheme for improved readability. Additionally, steps are now easier to edit - simply click on any step to open the edit panel.
  • In flow settings, there is now a "Hide from agent dashboard conversation link creation" checkbox allowing you to prevent individual flows from having conversation links created by support agents.
  • Support agents can now edit their agent profile to specify a name, title, and profile photo to be displayed to end users in live chat for an improved personal touch.
  • Support agents can now transfer active chats to other agents.
  • Automatic notifications are now available through both email and SMS messages when a request for live support comes in and waits too long without a support agent picking it up. The wait time for both kinds of notification as well as which emails or phone numbers to notify are all configurable.

New documentation

  • Administration: Allow Mavenoid resources in your site's content security policy
  • Agent dashboard: Edit your agent profile
  • Agent dashboard: Transfer a live chat to another agent

Release notes for November 6, 2020

November 6, 2020

Product improvements

  • When creating a conversation link in the agent dashboard, agents can now require that the user log in to Mavenoid to use the link.
  • Conversation links can now also be shared as a QR code - which is especially useful for testing your own setup.
  • Support agents can now report issues and provide feedback directly to Mavenoid from within the agent dashboard.
  • Support agents can now review prior conversations within the agent dashboard.
  • Live support steps now have configurable timeouts after which they can be removed from the agent dashboard queue. They also have a corresponding new "Queue timeout" output for controlling the flow's behavior if this happens.

New documentation

  • Flows: Understand escalation
  • Flows: Receive conversation transcript emails
  • Flows: View version history
  • Flows: Set a product image
  • Agent dashboard: Get notified of new conversations
  • Agent dashboard: Review previous conversations
  • Agent dashboard: Report an issue
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