We have a bunch of new AvoAI power features, including automatic tagging, webhooks for Insights and Summarization, and a brand new (optional) feature for recording and playing back phone calls across your inbox.
New
Call Recording & Playback
Note: Customers with a HIPAA use case that have signed a BAA with Avochato are not eligible to use this feature at this time.
This feature is optional and is not enabled by default for existing inboxes.
You can now automatically record all inbound and outbound calls across your Avochato number, including forwarded calls. Call recordings are securely stored for up to one year. This lets you go back to conversations and replay the conversation you had with a customer, etc.
You can play back a recording by viewing a conversation and clicking the play button underneath an inbound or outbound call.
Call recordings are visible in the Call Logs page, accessible only to teammates with access to a given call or conversation.
The recording URLs will be available via the Calls API as well as the Call Logs page.
To enable this feature, go to Account Settings > “Recordings & Voicemail” > “Call Recording & Playback” and enable the feature then hit Save.
Legal
Please consult with your legal counsel before enabling Call Recording for one or more Avochato inboxes. This is not legal advice.
Based on your jurisdiction, you may be required to disclose to the caller (or callee) that you are recording the call at the beginning of any outbound calls made from Avochato.
When this feature is enabled, an automated disclaimer message will play in the two following scenarios:
- Inbound: Whenever someone calls your Avochato number(s), they will hear an audio disclaimer that plays automatically before we forward the call to your Avochato app and/or forward numbers.
- Outbound: Whenever you or your teammates make an outbound call, the caller (not the recipient of the outbound call) will also hear a recording when they begin an outbound all to remind them the call is being recorded.
Calls are also never recorded for any organizations that have signed a BAA with Avochato.
Turning off Recordings
You can disable Call Recording & Playback at any time. Calls are never recorded while “Call Recording & Playback” is disabled.
This feature can be enabled on a per-inbox basis and defaults to off.
After disabling this feature, future phone calls won’t store a recording, but existing recordings will remain securely stored for archival purposes for up to one year.
AI Agents + AvoNotes
You can now grant your AI Agent access to read AvoNotes. Your agent will treat any AvoNotes within a conversation as additional context and/or instructions when forming either auto-responses or suggestions.
Learn more about AvoNotes here.
Getting Started
To enable this feature, go to www.avochato.com/configure_agent and check “Use AvoNotes in Responses”: “Yes” and hit Save.
While assigned to a conversation or when generating suggestions, we will share access to any past or future AvoNotes, call notes, or call transcripts (but only for the current conversation). This includes notes created by you, other teammates, or using any AgentAssist features such as summarization.
Coaching your Agent
You can leverage AvoNotes to coach your AvoAI Agent on a per-convo basis by sending it notes. For example, you can try out different strategies when generating responses.
Some meaningful coaching can include
- personal preferences
- temporary promotions or deals
- any context from outside of Avochato, such as an in-person conversation you had with a contact that is not tracked in your contact fields
- the summary of a recent phone call
- changes to your business processes
- info received via another channel (such as email, etc)
- creative ideas for how to respond
…And more. Try it!
Restrictions and limitations
By default, all notes from the current conversation will be accessible, regardless of when they were created or whom they were created by.
Notes that guide the conversation do not impact your Agent while it handles other parallel conversations. They also do not impact your instructions. However, you can always update your AI Agent’s instructions to immediately change your agent’s for all conversations.
- Agent using the “message limit - by time window” setting will only check notes from within the current time window; older notes outside the window will be ignored.
- While disabled, AI Agents will ignore any notes. Depending on your configuration, your agent may retain “memory” of notes while your conversation is still active.
- Notes are checked when your AI Agent evaluates a conversation, as well as when it generates a reply or suggested reply.
Agent Assist: Insights
Insight Frequency
- Auto-generated insights are now computed for up to 100 conversations per period (was previously capped at 10 per inbox)
- This also applies to Auto-summarization (see below)
- Fixed an issue where inboxes that were set to generate “hourly” Insights were only firing at midnight.
These two changes mean highly active inboxes will now generate up to 100 insights per hour. We will still only compute insights after more than 3 inbounds have been received.
Insight Webhooks
The Insights webhook can be configured per inbox to send data about each Insight as soon as it is generated.
The webhook payload includes information about the conversation, how successful your Agent was at handled the desires of the contact, whether the contact became frustrated or ended up satisfied, and other metadata about the conversation.
Whenever we analyze a conversation for Insights, we will send the result to a URL of your choosing.
The payload will include a top-level “Insights” key containing the following keys/values:
Key Name | Description | Field type |
Rating | Rating of the conversation | integer, 1-10 |
Summary | Brief synopsis | text |
Actions | Brief description of any action items | text |
Sent At | Timestamp from when this Insight was created | UTC timestamp (Float) |
Ticket ID | Hash ID of the Ticket/Conversation | string |
Contact ID | Hash ID of the Contact | string |
Agent ID | Hash ID of the Agent assigned when this Insight was generated | string |
Agent Rating | A sentiment score of how well this Agent handled the conversation (higher is better) | integer, 1-10 |
Contact Rating | A sentiment score of how well this Contact handled the conversation (higher is better) on average | integer, 1-10 |
Goal Achieved | Whether or not the Contact acheived their goal (ex: did they accomplish what they set out to do when they reached out to your team) | boolean |
Contact Rating Min | The lowest sentiment recorded during the conversation (higher is better - low score indicates frustration) | integer, 1-10 |
Contact Rating Final | The final sentiment score of the contact when the conversation completed (higher is better) | integer, 1-10 |
The payload also includes the following top-level keys for your convenience, which each include nested values about each corresponding record.
Key name | Value |
Contact | JSON of the Contact Info |
Ticket | JSON of the Conversation |
Agent | JSON of the Agent (either user or AI Agent) assigned to the Conversation |
Agent Assist: Summaries - Customization and Webhooks
We’ve made some updates to Agent Assist Summarization to be more user friendly, easier to refresh or store as a note, and added a webhook to make it easier to automatically sync summaries outside of Avochato. The most recent summary will appear under the Summarization feature as a read-only text field.
Auto-Generate Summaries
While enabled, Avochato will generate a summary of each active conversation in your inbox on a regular basis, including whenever a conversation closes.
Customization
You can now customize the instructions for each summary on a per-inbox basis. The format, the style, and any other changes. This can be very useful depending on the format you’d like for the summary, as well as other custom instructions.
Additionally, the Tickets API now returns the latest summary text object (if available) as well as a summary_updated_at timestamp.
Refreshing the summary will replace the previous summary and update the timestamp.
Summary Webhook
Every time Avochato summarizes a conversation, you can send the summary to a destination of your choosing via a webhook.
The webhook contains the following keys with nested values:
Key name | Value | Field type |
Contact | Contact metadata | JSON |
Ticket | Conversation metadata | JSON |
Summary | The summary of the conversation (text) | Text |
Previous Summary | The previous summary, if there was one | Text |
At | Timestamp when the summary was generated | UTC timestamp (Float) |
Agent Assist: Auto-generate Tags
Note: Customers with a HIPAA use case that have signed a BAA with Avochato are not eligible to use this feature at this time.
Avochato can now automatically tag conversations for you based on the contents of inbound messages (without needing to setup Keywords or Surveys, etc). Tags get applied in real-time as we receive messages, and are based on the conversation thus far.
- While enabled, Avochato evaluates your entire inbox’s inbound messages and tags conversations based on applicable tags.
- All conversations with inbound messages are eligible (not just ones assigned to an AI Agent). This includes SMS, Live Chat, WhatsApp, or RCS messages.
- Avochato will only attempt to apply the tags specified under Automation → Configure AI Agent. Even if your Agent is turned off or unassigned, this is the only list we’ll check - any other tags (or any brand new / made up tags) will not be applied.
- Any pre-existing automation that applies tags will still work exactly the same as before (Keywords, Website Widgets, Surveys, Broadcasts, Contact Uploads etc)
Verification - Automatic Syncing
When a Use Case becomes “Verified” , Avochato will sync it to your inbox immediately*. You’ll be notified that your new number is ready for texting as soon as it is ready.
If your organization has more than one inbox, has no Avochato numbers yet, or, we cannot sync the inbox automatically for whatever reason, you will still receive an email advising you to manually sync the use case to one or more inboxes.
This should make it easier for you to start using Avochato as soon as possible.
New Inbox Shortcuts
We’ve added some new high-level shortcuts for various internal pages to make them easier to link to. The links will take you to the appropriate section within your most recent inbox (as long as you are signed in).
-> main Automation tab
-> main overview tab in the AI agent section
-> configure agent in the Ai Agent section
-> instructions page in the Ai Agent section
-> agent assist tab
-> AI search section
Bug Fixes
Analytics
- Fixed various issues where loading Analytics would not allow viewing certain pages or download CSVs despite having the properly permissions
- Fixed various formatting issues with sending Push Notifications
- Fixed some centering issues with modals throughout the app as well as Recipes page
Inbox
- Fixed an issue where certain conversations would fail to load after sending outbound messages directly from a Slack channel.
- The QR code on the MFA setup page is a little bigger to prevent issues opening the QR code on Safari
- Fixed a bug where the Webhook Logs “source” filter menu not respecting any previously-selected source
Website Widgets and “How can I help you?” Message
The first message created when a customer fills out a widget’s “how can we help you?” section is now indicated with either of two explicit origin types:
website-help-message-sms and website-help-message-live-chat
Previously, it was always labeled as a “live chat” origin message in the conversation interface (even in SMS-based widget conversations), which was confusing.
This type change only applies to new Website Widget submissions.