This update brings a number of new features and enhancements to searching the inbox!

AvoAI Search is enabled by default for all eligible accounts. AI usage fees apply per image.

Images are never processed from “blocked” contacts or for inbox that have disabled inbound attachments.

We’ve overhauled searching the inbox when looking for a specific message.

You still need to use the message: syntax when searching the inbox for messaging containing a specific term.

Note: This does not require AvoAI and is available to all customers.

It's now easier to find messages that get lost in your inbox:

When you search your inbox by message (for example: message: cats or message: "call me"), matching results are highlighted both in the inbox list and conversation feed. Every conversation containing a matching message will display its most recent match in the conversation list. You can add additional search criteria including changing other filters in the inbox.

The most recent match appears in your conversation list, and clicking it opens that specific message. As you scroll through a conversation, you'll see all matching results highlighted.

You can combine search terms (message: “San Francisco” area_code: 415) as well as apply any other inbox filters (such as ticket status, assignee, etc).

While it is not available in this release, we’ve heard your feedback about a simpler search form (especially for searching for messages) that require less syntax to “just work”, and we have more exciting updates coming soon that will make searching easier, including using simpler search syntax and UI elements.

Stay tuned!

Our “Contact Digest Timing” setting lets you control when to generate Contact Digest, a secure set of data scoped to each active conversation that gets pulled live from your Salesforce instance. The digest gets used when communicating to your contacts or generating suggestions, and is visible under the “Edit Contact” tab for quick reference.

New: We’ve enhanced the Contact Digest feature with some new configuration options. We’ve also updated the description and provided some more disclaimers for users to be aware of how and when the digest works.

Two powerful new options that will only generate and use digests in either of the following scenarios:

These options join our previous two options (”For every conversation”, and “Only when I click Generate”)

To be very clear: we only generate and use the Contact Digest if your inbox has enabled the “use contact fields in responses” flag within your account’s Automation tab.

You can also disable the feature entirely to immediately prevent creating or using any Contact Digests, regardless of who is assigned to the conversation.

Any digests you generate will automatically expire after 30 minutes.

You can choose to have the bot escale to an agent without sending a message. By default, the AvoAI Agent responds while it looks for someone to assign the conversation to.

You can choose to always trigger sentiment whenever we escalate to an agent (off by default, requires Sentiment to be enabled)

Note: Periodic sentiment analysis jobs only analyze conversations with enough inbound and outbound activity to qualify for sentiment analysis (typically three messages each from the contact and from an agent, minimum). For example: a long two-way conversation with many inbound and outbound messages that happens to end with an inbound “STOP” would still qualify for sentiment evaluation. Meanwhile, a conversation with many outbounds, such as a conversation containing many broadcast messages to a specific contact who then finally replies “STOP” would not be evaluated for Sentiment due to a lack of inbound messages.