Enhanced Triggers, Conditions, and Actions in Rules

The Rules module has been expanded with new triggers, conditions, and actions to support a broader range of business scenarios and operational workflows. These improvements provide greater flexibility, wider coverage of use cases, and stronger alignment with organisational requirements.

New additions include:

• New Trigger: Customer Tag Added – Allows rules to be triggered when a tag is applied to the customer information panel.
• New Trigger: Conversation Status Changed – Triggers rules when the status of a conversation changes from a predefined state.
• New Action: Send Survey – Can be used when a conversation is marked as "Resolved", enabling automatic feedback collection or customer satisfaction assessments at the optimal point in the customer journey. This helps drive higher response rates, operational efficiency, and an improved customer experience.
• New Condition: Business Hours – Enables control over when rules run (during or outside of business hours), helping prevent off-hours automation errors and allowing smarter handling of out-of-hours enquiries.
• New Condition: Action Source – Agent or System – When used with relevant triggers, this condition lets you determine whether an action was performed by a human agent or system automation. This enhances rule precision and offers clearer insights into manual versus automated changes, allowing for more refined workflows.
• New Capability: Change Status Action Attribution – You can now define whether a Change Status action is logged as system-generated or attributed to the assigned agent. This allows for more accurate performance metrics, SLA tracking, and audit reporting.

File Upload to Knowledge Base

Developers can now upload files directly to the Knowledge Base, enhancing the accuracy and relevance of AI-generated responses to user queries. Supported file formats include: .pdf, .txt, .md, .html, .csv, .json, .docx, .pptx, and .epub, removing the need for time-consuming file conversions.

Note:
You can upload up to 10 files at once, with support for multiple file types in a single batch. Each file may be up to 50 MB in size.

Personal Email Channel

Agents who have a dedicated personal email channel can now select and switch to it as the source of communication. This enhancement also supports the automatic use of the agent’s personalised email signature and closing, helping to deliver a more tailored, professional, and consistent customer experience.

Note: The agent must be active in the system to set up a personal channel.

New Role Field in Agent Details Dialogue

The Agent Details dialogue now includes a new Role field, allowing administrators to define each agent’s role within the organisation. This enhancement supports improved internal resource management and promotes greater clarity across teams.

The agent’s role can also be dynamically displayed in active conversations and email signatures using the {{manager.role}} placeholder, reinforcing professionalism and helping to build customer trust through clearer communication.

Automatic Time Zone Configuration

Date and time formats are now automatically adjusted based on the brand’s selected time zone, ensuring consistency in scheduling and reducing confusion in cross-regional communications. This includes automatic formatting of dates (e.g. DD/MM/YYYY or MM/DD/YYYY) and time (24-hour or AM/PM).

The time zone setting is configured in the General section of the organisation’s Settings.