New
AvoAI Analytics
We’ve added a powerful new AI tab to the Analytics section.
This includes a utilization breakdown to better understand the cost of various features, as well as an entire section dedicated to Sentiment.
Utilization
Sentiment
There are a few new graphs that plot the results of sentiment in your inbox. Expect more to come!
Updates
My Inbox
We’ve adjusted how “My Inbox” applies filters. Now, it only applies the “Assigned to” filter for yourself.
Previously, “My Inbox” was designed to show a combination of filters:
- conversations assigned to you
- that are currently “unaddressed” (the yellow badge)
- sorted by “longest wait” (how long the conversation had been unaddressed)
Also, will also see the menu item for “My Inbox” correctly highlighting whenever you are viewing the inbox filtered to just yourself — regardless of any other filters or searches you apply to the inbox.
Why we are making this change
“My Inbox” was intended to be shortcut to see the conversations that most needed your attention (not just the ones that were most recent). In practice, this was not always the case, especially with “Lifetime” conversations enabled or in very busy inboxes. And more recent conversations were often more relevant than ones that had been lingering for a long time.
We often heard users were confused about how filtering on “unaddressed” hid conversations you may have just replied to, or conversations you had just completed phone call with (because both actions will automatically mark conversations as “addressed” by default). That meant it was harder to use My Inbox during the day, especially for “Lifetime” conversations that were constantly appearing and disappearing as their “unaddressed” state alternated.
Users with “Solo Conversations” enabled will be familiar with “All Messages” auto-filtering the shared inbox with just conversations “Assigned to” you.
We hope this change makes it much simpler and intuitive for teams that leverage the shared inbox to quickly jump to the conversations assigned to them and never lose a conversation that they wanted to come back to.
As a reminder, you can always manually mark a conversation as “Addressed” or “Unaddressed” by clicking on the chevron icon next to the contact name, so that you can quickly filter on them later.
Verification
Toll-free Verification for Organizations
We made it easier for larger organizations to verify many toll free numbers at once:
- Users with permissions to view the Organization MGMT dashboard can view all unverified numbers in one place.
- You can now filter the “Organization Numbers” page by number status, including Toll-free and Unverified Toll-free numbers.
- We’ve added Verification links and the current verification status next to each number, so you don’t have to hunt them down per inbox.
Toll-free Verification per Inbox
You can now verify your toll free numbers within the Numbers page per inbox. Click “Register Now”, or, click on the Avochato number in the top left corner of the app to view your current inbox’s number list:
Avochato for Salesforce
We’ve added controls for generating Contact Digests less frequently; new users who successfully sign in via Salesforce will automatically start syncing their Avochato activities back into Salesforce, without the need for a manual sync in the Salesforce Users page.
AvoAI Salesforce Contact Digest Updates
We’ve added a new option to control when Avochato should trigger generating a Salesforce Contact Digest. This new setting is editable per inbox via Integrations > Salesforce > Settings .
This new selection alters how often Avochato generates the AI Contact Digest (and thus, can impact the amount of fees it uses over time)
There are currently two available modes for triggering the digest:
- Inbound - generate the digest for any conversation (regardless of owner) whenever we receive an inbound message that causes a conversation state to change to “New” or “Open”. Use this if you always want the digest available for your team.
- Triggers at most once per 30 minutes, per contact in your inbox.
- Opt Out keywords never trigger the digest
- New inbound message activity (excluding opt-outs like STOP) will trigger fetching the latest version of the digest based on your Salesforce Data Sync and all associated records for the contact. For brief conversations (such as live chat) this translates to roughly one digest per conversation.
- Applies to any conversations including ones that are unassigned, assigned to an AvoAI agent, or assigned to a user
- Outbound events will never generate a digest (such as a broadcast)
- The digest is stored securely within Avochato before it becomes “expired”.
- Manual - the digest is only automatically generated for conversations explicitly assigned to an AvoAI Agent. You must manually generate them for conversations assigned to users. Use this if you don’t want the digest to be generated for your teammates, or if you don’t leverage AvoAI agents as part of your workflow.
- AvoAI agents will still generate digests so they know more information about who they are talking to, but only for conversations assigned to them.
- Humans can manually generate the digest if they find it useful by going into the
Contact > Edittab and clicking the Generating Contact Digest button. - Please note that a digests are temporary and only last for up to 30 minutes.
Turning it off - if you disable the Salesforce Contact Digest feature, Avochato will immediately cease generating Salesforce digests on your behalf. Any existing contact digests will still be available for your AvoAI agent until they expire.
Automatic Salesforce User sync upon Sign in
As a convenience for Salesforce Systems Administrators, Avochato now automatically generates a Salesforce↔Avochato relationship for a given user when we detect them signing in via the “Sign in with Salesforce” button.
This should reduce the need to manually resync any Salesforce Users who exist in your Avochato inbox and your Salesforce instance, and increase the chance that user activity is correctly attributed when syncing back to Salesforce.
You will see these Salesforce Users appear under Integrations > Salesforce > Users.
SSO Sign Up
- When a user tries to SSO into Avochato from a Salesforce Organization that is not connected to Avochato, we now redirect to the Sign Up page and pre-populate any fields using information from the Salesforce org.
- Fixed an issue preventing Salesforce SSO from successfully logging you into the Chrome extension
Analytics
Agent Profile Pictures
We’ve made a number of quality of life improvements to the Analytics experience:
- Profile pictures have been added to the dropdown menu of Agents in the Agents tab
- We also added the corresponding profile picture to each agent in the Live View tab.
- Your AvoAI Agent(s) will appear at the top of the Agents list
Message Tracking
- “Message Tracking” properly buckets data per month (instead of per day) when viewing a date range greater than one year. This matches the “Segment Tracking” graph’s behavior.
- Updated the tooltip and shortcut for the “Average Daily Sentiment by User” chart in the AI Analytics tab.
Inbox
Copy Link to Convo
We added a new shortcut to click-to-copy a link to your current conversation.
Click on a contact name and then “Copy Link to Convo” option to automatically copy the full URL of the current conversation to your clipboard.
We hope this makes it easier to link your teammate(s) to a specific conversation in your inbox, especially while using the Avochato mobile app.
Note: only signed-in teammates who have permission to view that conversation will be able to view the link.
Custom Fields
You can now create more than one custom field in an inbox at a time by providing a comma-separated list of fields.
Plus, we added a help center link to learn more about using Custom Fields.
Bug Fixes
Messaging
Sending animated GIFs: Previously, .GIFs sent from the inbox were compressed to improve delivery. However this was unintentionally causing them to be converted to static PNGs with no animation. We no longer compress .GIFs by default, though large GIFs might fail to send through carriers or end up getting compressed by the carrier network in transit. We estimate that GIFs up to 5MB will successfully send and remain animated in both the inbox and on recipients' devices. Other image file types will continue to automatically be compressed when sent using the inbox attachment button.
Broadcasting
- Fixed a bug where user profile pictures did not appear in various dropdown menus within the Broadcasting tab.
- Fixed an issue where navigating between the Broadcasting and Widgets tabs could incorrectly apply filters from one tab to the other.
Avochato Chrome Extension
- Users can now properly sign into the Avochato Chrome Extension using any of the three major SSO solutions (Google, Microsoft, Salesforce).
Sentiment Insights
Fixed a few issues that could trigger Sentiment more frequently than intended:
- Inbound calls (as well as any other inbound non-message events) no longer trigger Sentiment Insights.
- Conversations will only generate a fresh Sentiment score if they have a minimum number of new inbound and outbound messages since the last Sentiment was generated.
- Calls (and other inbound non-message events) no longer count towards this minimum threshold, so sentiment should generate less frequently in conversations that have a mixture of calls and texts.
Calls
Fixed some issues with the Call Tree not properly logging activity:
- Calls that flow through the Call Tree now properly create conversations, contacts, and call history. Previously, calls flowed through with no record unless they ended up forwarding to the inbox or voicemail. Note that callers who fail to press a valid Call Tree menu option (and thus never forward on to any destination) do not count towards an inbox’s call logs.
- Fixed an issue where the default Call Tree instructions were read twice in rapid succession.
- Calls that forward somewhere else and then receive a “busy” signal at their new destination now count as “missed calls” and trigger a missed call notification in the inbox.
- Callers have a few more seconds to think about their options before hearing the instructions again or being hung up on due to inactivity.
- Inbound calls that get sent directly to voicemail (for any reason, such as the “Send Low Scoring Calls to Voicemail” inbox setting) now properly trigger the same set of standardized cleanup events — including generating notifications, changing their conversation’s “addressed” status, etc. Previously, different flows could send a caller to voicemail in ways that didn’t always trigger the same notifications and other behaviors. This should prevent situations where missed calls were not logged correctly, among other things.