January 2024
Yellow's Support on Inbox
Refine ticket filtering with custom views
Manage support tickets with customized filters, streamlining prioritization and categorization. This feature enhances efficiency by allowing agents to focus on specific criteria, ensuring a more organized and responsive resolution process.
Seamlessly access specific chats with custom views
Custom views offer organized sorting and easy access to specific chat categories. With filters based on various criteria, they offer a personalized experience, allowing agents to highlight critical information and admins to oversee chats in specific categories.
AI-generated solutions for reply suggestions
Reply suggestions feature is now enhanced by providing summarized AI-generated solutions for customer queries.
Email Automation
Streamlined workflows and enhanced customer support with automated emails
Enhance communication efficiency with email automation, where customer emails are automatically managed. Businesses can leverage this virtual assistant to handle repetitive tasks, ensuring timely and effective email interactions.
Yellow-G
Tailor your bot's tone to match your preferred response style. Yellow.ai provides four distinct tones, allowing you to customize your bot's interactions with the users.
The tones are as follows:
| Tones | Descriptions | Example |
|---|---|---|
| Empathetic | Responds in a way that acknowledges and reflects the user's emotions. |  |
| Formal | Uses a professional and formal tone in responses. |  |
| Short Answers | Conveys information concisely with brief responses and minimal descriptions. |  |
| Instructions based | Provides responses in a clear instructional format. |  |
Automate fallback messages for proactive suggestions
This feature lets the bot show the closest best options as a fallback when the bot does not understand user queries. The fallback message can be customized based on your preference.
Fallback message:
Result:
Introducing Prompt Executor node for real-time responses
Use the Prompt Executor node to retrieve real-time responses from a language model and showcase them to your users.
Improved bot logs for simplified debugging
The debug logs will now be accessible real-time for Sandbox and Staging directly from the ongoing conversation. For Production, it will be available 15 minutes after the conversation ends.
Reporting & Analytics
Introducing Group by feature for Integer columns
When dealing with a column containing integer values, you can use the Group By feature. Without adding buckets, the generated data will be extensive, including all the integer numbers present in the table.
Introducing Knowledgebase report
You can use DataExplorer to review queries handled by the Knowledge Base (query-answer pairs), visualize deflection rates, and analyze resolution rates. This provides insights into ongoing processes, helping agents in identifying areas of failure.
Channels/Support
Domain whitelisting for controlled access and robust protection
Domain whitelisting allows you to secure your chatbot and ensures chatbot access only in authorized domains. It prevents unauthorized users from copying the script and embedding the bot on their websites and Mobile SDK apps (Android and iOS apps).
