Release notes for July 9, 2021

July 9, 2021

Product improvements

Flows can now use a new node type: the external API node. These nodes allow your flows to make HTTP requests to external APIs to do things like create or check the status of orders or returns, check or update a user's account, check availability of products or replacement parts, and more. For more information, see Create an external API node and External API settings.

External API node

When creating a conversation link to invite users to live chats, agents can now assign the conversation to themselves. This marks the conversation as intended for that particular agent so that other agents do not take it accidentally.

Create a conversation link dialog with "Assign conversation to me" checkbox

New documentation

Release notes for June 25, 2021

June 25, 2021

Product improvements

The reset conversation node can be added to flows. This node clears all answers the user has provided to questions about their support request, which lets them get help with multiple separate requests in the same conversation.

Reset conversation node

A few new settings are available on live support nodes to provide better user experiences. You can now let customers skip live support if they are waiting too long for a support agent, and you can set a maximum number of conversations per agent that may enter the queue.

Live support node with new settings and exits

New documentation

Release notes for June 4, 2021

June 4, 2021

Product improvements

You can now add search expressions to nodes, ensuring that your users can easily find the right information even if they use different words for concepts than your flow does. For example, if users aren't finding a "Replace battery" solution because they are searching for "device is dead" you can add "dead" as a search expression to that solution so it will match that search.

New documentation

Release notes for May 7, 2021

May 7, 2021

Product improvements

The agent dashboard has a new conversation debrief when agents end live chats with users. Using this feature, agents can easily indicate when an existing solution in the flow could have solved the user's problem (indicating it may be worth making that solution clearer or more discoverable) or when the solution to the user was not present in the flow (indicating that it may be worth adding). This feedback is then surfaced in the assistant builder.
Flow components, a method for reusing parts of flows, can now be used with new flows.
Conditions that allow you to control which nodes are active based on user input are easier to work with than ever.
Step-by-step guides for guiding users through multi-step processes, previously a checkflow-only feature, are now available for new flows.

New documentation

Release notes for April 16, 2021

April 16, 2021

Product improvements

Over recent weeks, Mavenoid has rolled out our new-and-improved flows which combine the capabilities of our previous flowcharts and checkflows and also allow for a more polished and easier-to-use flow editor. Learn the building blocks of new flows with Understand the types of nodes, and see how they can help you build powerful troubleshooting flows with Flows: Tutorial - Create a flow for troubleshooting!
If you still need documentation for flowcharts and checkflows, that information can be found on the Flows: Legacy documentation.
Flow previews are now easier to use as well. Previewing a flow within the canvas no longer requires publishing first and now shows you which node is currently active as you interact with the assistant. The assistant builder page also shows an assistant preview with quick access to appearance and sharing settings.
All customers now have access to analytics to help understand how flows are performing and how they may be improved.
It is now easier to connect Zendesk with Mavenoid in just a few clicks using our integrations center.
Admins can now create support agent groups, which can be used to assign different conversations to different sets of agents such as if you have teams for different regions, time zones, or products.
It's now easy to see how many support agents are active and available from the agent dashboard.

New documentation

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.
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.

New documentation

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

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.

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

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.