Product Updates
Updates to AvoAI Agent Assist - Sentiment Analysis (Beta)
- Added new UI elements in the inbox to show sentiment score. Sentiment scores appear in the inbox when Agent Assist is enabled, with color-coded rankings for the most recent sentiment score of each conversation. When a conversation’s sentiment is re-analyzed, the most recent score will appear in the list. Conversations can have their sentiment analyzed manually any number of times in the Agent Assist side panel console (purple wand icon).
- Added a new sorting method to arrange the current filtered inbox from Highest or Lowest Sentiment. Conversations that haven’t been manually analyzed will rank at the bottom when this sorting feature is used.
- To use Sentiment Analysis, Agent Assist must be switched “ON” under the “Automations” tab. If you don’t see this view below, you can request access by clicking the “Join the AI Beta Waitlist” button instead. If you’ve already been added to the Beta, and still can’t switch Agent Assist on, please go to the Manage Organization view in the upper right corner profile of Avochato to ensure your AvoAI user permissions are enabled. You may need assistance from an admin user in your account.
- Once you have Agent Assist turned ON, you should be able to see the AvoAI icon on the upper right hand of your conversation window. By clicking this, a new side panel will show you with several useful AI features including Sentiment Analysis.
- Click the “Sentiment Analysis” button and hit “Analyze” for AvoAI to generate a numerical rating to a conversation. The rating will range from 0 to 10, 0 being very negative and 10 being very positive. Sentiment Analysis will also summarize the main topic of the conversation and list both resolved and unresolved action items. After analysis, the latest sentiment score will appear on the conversation list and the results can optionally be saved as an AvoNote.
Salesforce Contact Syncing via List Views
You can now trigger automatic syncing of data from Salesforce to Avochato on a nightly basis to keep your inbox contact data up to date with your Salesforce Lead or Contact records.
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For best results, we recommend maintaining a dedicated list view of records to keep synced to Avochato, and specifying that list view sync which will happen on an hourly basis.
- Any records that get added to the list view will sync during the next syncing period, which is triggered hourly
- If the “Sync All <Object Type> Records” option is selected, then the sync will happen at 4am on a nightly basis in your inbox’s default timezone.
- Only records with a valid Phone or MobilePhone Salesforce field will be updated.
- While enabled, Avochato will overwrite any corresponding Contact fields in Avochato for each record in the list based on the current data in your Salesforce instance.
- Contacts that are removed from your list(s) in Salesforce are not removed from the Avochato inbox automatically.
Note: This feature must be enabled under Integrations > Salesforce > Settings on a per-inbox basis. The size of your list will impact the number of Salesforce API credits required to sync all of your contacts each night. This feature defaults to off, but you can enable or disable syncing at any time.
Syncing a specific list
Pick any Salesforce list view and automatically keep all records in that list synced to your Avochato inbox on a hourly basis. Salesforce Contacts and Leads are supported, and as well as all fields types, whether Standard or Custom, are supported, including Name, Email, Phone, Company Name, Address, and already created Avochato Custom fields that are enabled to sync to Salesforce (note: automatic linking of all custom fields may come in the future)
To enable, head to Integrations > Salesforce > Settings and toggle on the “List View Sync: Salesforce Records to Avochato Contacts” setting, select the object type you wish to sync, and select the specific list view, then hit save. You can manually trigger a sync of that list view using the “Sync Now” button.
Note: each inbox can only have one list view sync per hour.
Syncing all records
When the list view sync is enabled, and no specific list view is selected, the default “Sync All <Contact/Lead> Records” is used, and you can indiscriminately sync all Lead or Contact records in your Salesforce instance on a nightly basis. This import is equivalent to clicking the “Import Contacts” button under Integrations > Salesforce, and will add any missing records of the chosen type, as well as update corresponding contacts whose fields have changed in Salesforce since the last sync.
To enable, head to Integrations > Salesforce > Settings and toggle on the “List View Sync: Salesforce Records to Avochato Contacts” setting, select “Sync All <Object Type> Records”, then hit save.
You can manually trigger a sync using the “Sync Now” button. This may take a while depending on the size of your list in Salesforce, and will ignore records without the proper Phone or MobilePhone field.
Enhancements
- Improved trial and post-upgrade experience for new users
- Improved sign-up experience for Canadian users
- Editing the “Response Delay” field is no longer mandatory when setting up an AvoBot
- Fixed issues with the User Profile page + sub navigation menu
- Owners and Managers who are viewing an inbox with “Private Conversations” flag enabled now properly see the full list of Avochato agents (as well as the “unassigned” and “all agents” options) in the Assignee filter menu.
Surveys
- Sending a survey shortcut along with an MMS attachment no longer ends the survey prematurely.
- Fixed an issue with the Copy Survey Shortcut button on mobile