1. Enhanced business messaging experience
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](/sites/default/files/inline-images/Cancel.png)
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 -
- Queue
- 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
![Messaging Workspace](/sites/default/files/inline-images/messaging-workspace-1920x907_0.jpg)
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](/sites/default/files/inline-images/intuitive-UI-716x359_0.jpg)
Intuitive UI for easy exit survey creation.
![Sample Report](/sites/default/files/inline-images/digital-reports-1894x788_0.jpg)
Sample report with exit survey details.
2. Enhancements to reporting in [24]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](/sites/default/files/inline-images/Question_report.png)
Question Report showing customer verbatims in the last column.
3. Usability enhancements to Card Designer in [24]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.
![Question Report](/sites/default/files/inline-images/Question_report.png)
Configuring data sources (API, excel, or JSON) for Card Designer.
Learn more
For more release details, log into [24]7.ai Engagement Cloud, then go to the product’s Document Portal and view the Release Notes section.