Better control and more flexibility make the business messaging experience seamless
Option for customers to cancel webforms or visual cards (Active Cards)
Enhancement to Active Cards – a visual, interactive webform – now allows customers the flexibility to simply cancel and close the form to return to the messaging interaction .
Cancelled events are captured in the reports so clients can take any necessary action to improve the adoption of Active Cards on messaging channels.
Cancel button now available in Active Cards.
Interaction timeout event captured and shared with clients using Open Channels
For clients using open channel APIs, the enhancement tracks the conversation status – whether the session is active with an agent, bot, or has expired – and sends a timeout event when the session expires
Agents then have the option to continue the conversation or start a new session, allowing better control for both agents and customers
Better control over exit surveys
From being able to configure a default exit survey at only a queue level, the enhancement now allows clients to exercise better control over when exit surveys are presented to customers and is based on -
Channel (e.g., Apple Messages for Business, Google Business Messages)
Interaction state of a conversation
End state of a conversation (resolved, unresolved, auto closed)
Clients now have better control over securing customer feedback for conversations of all types and resolution status
Self-serve configuration to determine when exit surveys are presented to customers
Admins can now create an exit survey, map it to the desired queues, and retrieve customer feedback (or survey data) in a report, all through a fully self-serve functionality.
Intuitive UI for easy exit survey creation.
Sample report with exit survey details.
2. Enhancements to reporting in 7 Answers
Improved knowledge management with a new report, drill downs, and better visibility into customer feedback on search results
The September release introduces a new report – Interface Listing Report - enabling clients to map their different lines of business with unique interface IDs
Question Rating and User Ratings reports now display customer feedback verbatims along with the customer’s ratings of search results so clients can enhance the overall search experience for customers.
Question Report showing customer verbatims in the last column.
3. Usability enhancements to Card Designer in 7.ai Engagement CloudTM
Easy access to new data source types further enriches multimodal conversations
Along with configuring APIs to pull data (e.g., product listing) into Active Cards, the new enhancement enables clients to fetch data even from a static data source (e.g., Microsoft Excel document) or a JSON file.
Configuring data sources (API, excel, or JSON) for Card Designer.
For more release details, log into 7.ai Engagement Cloud, then go to the product’s Document Portal and view the Release Notes section.