💬 AI Agents

AI agents and workflows are purpose-built to be self-serve and highly configurable — so your team can get up and running fast without complex setup. This month’s updates make it even easier to customize handoffs, enrich conversations, and build workflows that fit your unique support processes.

• AI chat agents are now available for teams on Kustomer, in addition to Salesforce and Zendesk, including custom configurations, smart handoffs, wrap-up flows, surveys, and more. Learn more about chat or request a demo with our team today.‍
• Voice case enrichment via API. Support for voice enrichment workflows now includes API-powered data injection — helping you automatically pull in case or user data at the start of a voice call.‍
• Configure chat handoffs based on business hours. Customize your business hours to make sure handoffs only happen when someone’s online to follow up, and automatically send to a backup channel when live chat isn’t available.

• Redesigned workflow step selection. The workflow builder’s step selector has been revamped with search, cleaner grouping, and a streamlined UI — making it faster and easier to discover, select, and add the right steps.
  

• Your customers can now share PDFs with your AI chat agent. Assembled process and reads the PDF to provide a more personalized reply. This is great for support flows involving receipts, forms, or ID verification.

• Generate rich, formatted code snippets in AI chat, making it easier for agents and customers to troubleshoot technical issues or work through code updates together.

• 🗂️ Edit access levels for knowledge documents. You can now manage who sees what — knowledge documents now support editing access levels, either individually or in bulk. Ideal for maintaining tight control over internal and external content.

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📆 Workforce Management

This month’s updates make it easier to sync agent data and manage schedules at scale — no extra manual work required.

• Working hours can now be exported via CSV, in addition to bulk editing and uploading. This gives you even more flexibility when setting up scheduling rules across large teams, to general schedules at scale in a fraction of the time. Scheduling rules are currently available by request only on Pro and Enterprise WFM plans. Reach out to your Assembled CSM or support@assembledhq.com to learn more.
• The People CSV uploader now supports Gladly and Workday IDs, making it seamless to sync data from the tools your team relies on.
• Schedule generation and the Real-time Overview have been freshly upgraded to load at lightning speed, ensuring you’ve got the best foundation for staffing decisions.
• Agents now see flattened, read-only schedules by default when working with layered schedules. This simplifies their view while still giving them the option to toggle into edit mode or request changes if needed.

💬 AI Agents

AI agents and workflows are now easier to configure, more adaptable to your users, and smarter to test — giving you extra control and confidence at every stage of automation.

• User segments allow you to tailor your AI agent’s replies based on user type. Customize tone, escalation logic, or article suggestions depending on who the AI is speaking with, so each user gets the most relevant experience. User segments unlock endless possibilities —set your VIPs to get escalated to humans immediately, ensure admins get answers tailored to their access level, or send self-serve links to first-time users. Learn more.

• We’ve released a powerful new type of workflow step that lets you direct your AI agents using dynamic, natural-language instructions. Instead of building out complex, branching flows, you can now pull in live data from tools like Google Sheets, outline constraints, and let the AI reason through the best path — all in one flexible step. This dramatically reduces the time needed to build and maintain workflows, replacing dozens of static nodes with a single, intelligent guide.

• Workflow previews are now enhanced with more transparency and configurability. Users can now explicitly select which workflows they want to run as part of their preview, as well as what version of the current workflow they want to run the preview on.

• In workflow testing, users now have more control over which tickets to evaluate in bulk — including options like random sampling of true positives and negatives, and the ability to set test parameters such as interaction types and target workflows.

• We’ve enhanced our workflow selection to include a more detailed rationale, as well as a “Get AI suggestions” feature. This improves reliability and makes it easier to build effective automations — no expert prompting required.

• AI email agents now includes even more configuration settings — from triggering a workflow based on your own custom email event to assigning the ticket explicitly to an AI agent.

• Use the new Chat Responses API to integrate your own frontend support chat interface with the AI Chat Agent backend, and use the new Edit Endpoint option to test custom API endpoints.

🛠️ Copilot

You can now test Copilot email automations with a human in the loop before taking action. When reviewing AI-generated responses, you'll have visibility into which workflow steps were triggered — making it easy to validate behavior and catch issues early.

📆 Workforce management

We’re expanding what scheduling rules can do — giving you more flexibility, better constraint handling, and clearer feedback during setup. These updates help lay the foundation for our larger roadmap initiative for optimal schedule generation. Scheduling rules are currently available by request only on Pro and Enterprise WFM plans. Reach out to your Assembled CSM or support@assembledhq.com to learn more.

• Add minimum shift constraints, like “agents must work at least 35 hours/week,” to ensure coverage goals are met — complementing the existing max-hour rules.

• Build more powerful schedules with recurring events. Now you can specify that an event should occur weekly or monthly, and Assembled will find the optimal time to place the event when generating schedules.

• We now support multi-agent, multi-time-range assignments in a single rule, so you can avoid creating duplicate logic for rotating teams or overlapping groups.
• Now you can schedule events conditionally based on the duration of another event — add breaks after long chat shifts or wrap-up time after extended work blocks.
• When creating rules, you’ll also see inline validation that flags any issues, helping you troubleshoot in real time.

We're making workforce management even easier to set up, measure, and automate with more updates for scheduling and forecasting.

• Quickly configure schedules by uploading working hours via CSV. This is great for large teams, rapid onboarding, or changing agent hours across different time periods in bulk.
• Get clearer insights with two new metrics on Forecasted vs. Actuals, within the Support Volume report:
  • Actual required staffing, which compares your forecasted vs. real staffing needs based on actual contact volume
  • Actual occupancy, which shows how much time agents spent handling contacts vs. available — helping identify under- or over-utilization
• New API endpoints for time off auto-approvals, forecast adjustments, and forecast outliers are now available!

💬 AI Chat Agent

Chat is now more responsive, configurable, and transparent — with improvements to both the user experience and behind-the-scenes tools.

• Now customers will receive visual and sound alerts when agents reply after an escalation — they’ll hear a ding and will see a notification icon pop up when an agent replies.
• New case enrichment configuration and testing lets you personalize chat replies with your user data — no code required. Connect a custom API, map ticket fields, and preview how enriched data improves answer relevance and resolution flow. This is available across chat, email, and Copilot.
• You can now generate tickets for all chat conversations — not just escalations. This gives teams complete visibility into resolved and abandoned sessions, enabling more accurate reporting across your support operation. Reach out to enable this in your account.
• A new Admin view in Chat Testing lets you see a breakdown of how AI Chat Agent generates each reply, including triggered workflows, data lookups, and actions taken.

📞 AI Voice Agent

Voice conversations are now clearer and more accurate thanks to improved background noise cancellation. This reduces distractions, improves call quality, and helps AI Voice Agents respond more reliably in noisy environments.

🛠️ Copilot

Copilot now supports faster setup and testing, making it simpler to automate high-quality replies and workflows.

• Copilot has been redesigned with a fresh new look and feel. In addition to design polish, action buttons have been reorganized to keep agents in flow and replying faster than ever. We are currently rolling this out to all Copilot customers over the next few weeks.
• Take macro actions directly in Copilot. Beyond drafting replies, macros can add tags or update any field in Zendesk — early customers are shaving a minute off every response!
• Now preview mode is available in Copilot settings to test behavior before you set it live.

📆 Workforce management

Scheduling is even easier to manage with updates that improve clarity, reduce errors, and help teams move faster.

• Now you’ll see rule violation messages explaining exactly why a schedule doesn’t meet its constraints, so you can pinpoint and eliminate issues quickly. Available on Pro and Enterprise plans.
• Schedule change and swap requests will only show managers with approval permissions on the drop-down selection, streamlining the approval process further.
• Staffing views now show full headcount numbers with no abbreviations on the weekly view, and hover tooltips with precise headcount on the daily view.

AI Agents and Agent Copilot

Assist AI continues to power fast, reliable support across all channels — and customers are seeing dramatic results. From week one, Chat and Voice AI Agents are delivering 60–70% resolution rates and 80% containment rates. This month’s updates make those results even easier to achieve and measure, with new analytics, smarter workflows, and more configuration options.

📈 Get the full picture of AI performance with resolution rate and containment

Now, the AI Agent Performance Report includes both resolution and containment metrics — giving you a more complete view of how effectively Assist handles conversations from start to finish. While other chatbots may show high containment by ending chats without escalation, Assist stands out by actually resolving those conversations, not just deflecting them.

📝 Use AI to polish replies in Zendesk — no Assist required

All Zendesk customers can now access our AI-powered reply editor directly in the agent workspace — even those not on Assist plans. Start reaping the benefits of Copilot and improve response quality, with one-click options to tidy up, expand, or add empathy to replies. Try it out in your Zendesk instance today.

🔁 Enable instant warm handoffs to live agents in Salesforce

Our AI chat agent now supports smooth, instant handoffs to live chat agents on Salesforce Service Cloud. This allows you to maintain high-quality support — whether human or AI-solved — with no awkward drop-offs or delays. Configure settings here.

📬 AI agents are now available for every channel in Salesforce

Assist AI agents now work seamlessly on Service Cloud email cases in addition to chat and voice, unlocking true omnichannel AI support. You can run the same powerful workflows on email that you already use for any other channels — automating responses, enforcing policies, and delivering consistent AI support everywhere.

Enhancements

• Move the chat launcher button: Enable the draggable launcher to allow your customers to move the chat bubble around on the page to wherever they choose. Enable it here.
• Adapt chat replies using page context: Now our AI chat agents can use the title and URL from any page they live on to generate more relevant replies.
• Tag email workflows for easier tracking: Zendesk tickets triggered by email workflows now include two new tags — assembled_assist_email and assembled_assist_agent_review — making it easier to monitor automation performance and filter by workflow type.

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Workforce Management

This month’s updates make planning and staffing easier than ever. With more scheduling flexibility and deeper performance insights, teams can adapt faster and stay fully covered.

🧭 Navigate to everything you need in one place

We’re rolling out a unified navigation that streamlines menus and brings AI agent tools and workforce management together in a single platform — no more switching tabs or separate workflows. This will be enabled in all accounts over the coming weeks, and you’ll see a view that’s tailored to the Assembled products you’re using. Reach out to your CSM if you don’t see it enabled and would like to access it sooner!

📊 View all performance data in one reporting hub

Our new centralized reporting brings together metrics from human agents, AI-assisted cases, and fully automated resolutions — giving you a complete view of your support operation in one place. It’s the only connected AI + WFM reporting experience of its kind. Please note that AI-specific metrics and reporting will only be visible to users on Assist plans.

🧩 Define more flexible scheduling rules

Constraints for scheduling rules now support “at least,” “at most,” and “exactly” for breaks and shift events. For example, you can now require “at least two 15-minute breaks” or limit short breaks to “at most three.” This gives teams more flexible, smarter compliance at scale. Scheduling rules are currently available by request only on Pro and Enterprise WFM plans. Reach out to your CSM to learn more.

🕒 Approve expired schedule change requests

Managers can now review and approve or deny expired schedule change requests, giving them more flexibility and helping prevent missed approvals due to timing. Schedule change requests are available on Pro and Enterprise WFM plans.

✉️ Send clearer shift swap notifications

Shift swap notifications have been improved for clarity in wording, making it easier to understand what is changing and what actions are required from the agent. Shift swaps are available on Pro and Enterprise WFM plans.

📅 Respect synced events in calendar swaps

Swapping shifts no longer causes synced Google Calendar events to move between agents. This keeps calendars accurate and avoids confusion for agents managing personal schedules.

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AI Agent and Copilot

🖼️ Process images in chat

Assist now supports image uploads in chat — displaying them in quality review and enabling them as variables in workflows. This unlocks even more use cases like ID verification or visual troubleshooting without any extra tools.

📋 Customize handoffs to match your policies

Different scenarios call for different escalation rules. You can now define custom handoff behavior, like skipping agents for certain cases or requiring context-gathering questions first. With AI agents collecting important information before handoff, your human agents can get right to resolving issues without delay. Try it out now.

🧠 Integrate chat into your own apps via API

Want to add a custom in-app chat? Our new Assist Chat API lets you plug in AI-powered support while keeping your front-end consistent. Manage workflows, knowledge, and brand policies in Assembled — without rebuilding your chat agent from scratch.

Enhancements

• Each chat session now shows which profile initiated it — helping you debug issues faster when supporting multiple apps, help centers, or configurations.
• When a case is escalated to a human, the AI chat session will now close automatically, preventing multiple cases from opening if the customer replies again. This keeps your queue cleaner and avoids confusion.
• If Assist can’t generate a response, we now display a friendly fallback message to the user and log the issue in the Quality Review dashboard, making errors easier to spot and correct.
• We’ve reorganized the Assist navigation to better match how you use the platform: Automations holds Case Classification, Channels now house Copilot and Agent Configurations, and Setup includes Knowledge Management and Wrap-up Templates.

Workforce Management

⚖️ Eliminate scheduling gaps with layers

The Layers feature is now generally available for all customers. Layers help prevent scheduling gaps if a meeting moves or a training session is canceled, eliminating manual adjustments and maintaining coverage. Learn more here.

🧾 Delete forecast totals with self-serve controls

Need to adjust your forecast or clean up test data? You can now mass delete forecast totals directly from the forecast configuration page — no support tickets required. This gives WFM teams more autonomy and agility, especially during reforecasting or testing.

🚫 Surface clearer error messages in key workflows

We've added request IDs to error messages in Timeoff, Imports, and Template modals. This makes it faster for teams to trace issues and for support to pinpoint exactly what went wrong for quicker resolutions.

🔍 Track deleted events during vendor schedule uploads

We’ve improved our auditing for BPO SFTP uploads by logging what was deleted and why. Whether it's a row mismatch or a formatting issue, this gives you the visibility needed to debug vendor files with confidence.

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Workforce Management launches

Superhuman AI-powered scheduling has arrived! We're excited to introduce powerful scheduling tools that give agents more control while providing managers with intelligent guardrails. These features automate routine approvals, increase agent autonomy, and ensure compliance — all paving the way for the next generation of our scheduling engine.

🔄 Bring agent flexibility and automation together with shift swaps

Agents can now trade shifts directly in Assembled — no more spreadsheets and Slack messages. Administrators maintain control by setting specific swap eligibility criteria based on queues, channels, event types, teams, or skills. Choose from exact matches, partial matches, or open swapping between any agents. This customizable approach ensures appropriate coverage while giving agents flexibility to manage their schedules. Available now on Pro plans. Learn more.

⚖️ Eliminate scheduling gaps with schedule layers

Schedule adjustments no longer leave you with unexpected gaps, using our new Layers feature.  Now, if a meeting moves or a training session is canceled, that time doesn’t become an empty slot — it simply reveals the already-scheduled productive work underneath. Agent schedules are structured into three hierarchical layers: productive time (base), default events like meetings and breaks (middle), and time off (top). Schedules automatically adjust to maintain coverage so your team never misses a beat. This is available for all WFM plans.

🌟 Use automated approvals to streamline time-off requests

Set predefined rules for automatic PTO approvals based on staffing thresholds, advance notice, or other criteria you define. Agents receive immediate confirmation of approved requests, while managers only need to review exceptions that don't meet standard criteria, cutting down on manual approval time by up to 80%. This is available now on the Pro plan.

🔒 Get built-in protection with automatic schedule compliance checks

Take control of labor compliance with automatic schedule checks for breaks, overtime, and shift limits. Set rules matching your region and policies — Assembled ensures all schedules comply. Potential violations are flagged before they become problems, making compliance effortless and consistent. Available now on the Pro plan.

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Vendor Management feature launches

💰 Make invoicing a breeze with the BPO Billing Report

Our new BPO Billing Report gives you a clear, structured way to validate vendor invoices with confidence. Compare actual hours worked against what's billed, including productive time and billable non-productive events like training and breaks. With customizable billing rules for each vendor, easy filtering by site, team, and queue, and one-click CSV exports, you’ll have the tools to streamline invoice verification and build stronger BPO relationships. Available now on the Vendor Management plan.

Read more about our new report here.

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Assist AI Copilot enhancements

🎯 Customize AI quality reviews with Assist QA Scoring

Take control of AI performance with custom scorecards to evaluate responses based on your unique criteria. Whether it’s tone, accuracy, or compliance, QA teams can now pinpoint improvement areas and refine automation for better customer interactions.

⚡ Boost agent efficiency with macros

Speed up ticket resolution by integrating macros into drafted replies. Agents can now personalize responses even faster while maintaining consistency and efficiency in their replies. By selecting a predefined macro, agents can generate AI-powered responses that align with company policies while saving valuable time.

🧠 Experience an even smarter Copilot

We’ve updated AI Copilot’s responses with a handful of improvements. Now, AI-generated replies prioritize user instructions, improve follow-ups, and provide more concise summaries — helping support teams respond faster and more naturally. Additionally, AI Copilot now respects Zendesk aliases, ensuring accurate agent representation in customer replies.

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Assist AI Agent enhancements

📋 Streamline workflows with smarter info collection

Now you can define custom info fields (like “Account number” or “Defect reason”) to help Assist gather essential customer details across voice, chat, and email, reducing agent workload and improving response quality. Managers can set required fields for each workflow, ensuring complete data collection during AI-to-human handoffs.

🤝 Get to faster resolutions with frictionless handoffs

Our new Chat Agent Escalation Forms allows you to customize escalations even further by adding your custom info fields into AI handoff procedures. Once an AI Agent needs to hand off a case to a human, we’ll automatically populate missing info that you specify, ensuring human agents receive the full context from AI agents without extra back-and-forth.

🔊 Optimize AI voice interactions with dynamic configuration

Fine-tune your AI voice agent’s interactions by adjusting welcome messages, routing rules, and handoff requirements — all with a real-time preview. This ensures customers are directed to the right support tier based on predefined case classifications.

💬 Improve customer experience with chat auto-wrap & surveys

Reduce abandoned conversations by setting up automated chat wrap-ups and customer feedback prompts. Detect inactivity, close sessions cleanly, and gather insights to refine chat interactions. Admins can customize survey questions and inactivity timeouts for better reporting and optimization.

👥 Customize AI chat behavior with multi-profile support

You can now configure multiple chat profiles for Assist’s AI agent — perfect for supporting different brands or use cases. Whether it’s adjusting tone for a help center versus an internal tool, or applying different handoff rules for different user types, you now have full control over how Assist behaves depending on the context.

🔀 Tailor automation by channel with workflow activation settings

Workflows just got more flexible! You can now activate workflows based on specific channels, like email, chat, or voice, so each automation runs where it makes the most sense.

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Workforce Management feature launches

🎛 Gain deeper reporting insights with multi-select filters

Gone are the days of toggling back and forth between individual filters. Multi-select filters make it easier to manage staffing across complex teams by allowing workforce managers to view multiple channels, queues, skills, and sites in one place. Now teams can analyze forecasted demand, scheduled staffing, and real-time coverage across multiple selections at once.

This is especially valuable for cross-skilled agents handling multiple queues, enabling better workload distribution and more accurate scheduling. Workforce managers can quickly identify coverage gaps, compare SLAs across different queues, and make real-time adjustments without losing visibility into overall operations.

Multi-select filters are now available on Staffing and Realtime pages, Agent Scorecard, Company settings, and the People page, giving teams the flexibility to make faster, data-driven decisions.

🗺 Streamline your navigation experience

Collapsible navigation is now live in all accounts, purpose-built to improve focus and speed up navigation through Assembled. This update reduces clutter and lets you expand your workspace by toggling between expanded and collapsed views. You can also expand full sections to get to specific pages quickly. Try it out now.

🎯 Improve forecast accuracy with new metrics

We’ve added key improvements to the Forecasted vs. Actual report, making it easier to track what’s happening in real time:

• Sum of opens + reopens, so teams no longer have to manually calculate this case volume.
• Cases Solved for phone, chat, and SMS, ensuring consistent visibility across all channels.

These updates help teams get a more complete picture of workload trends and staffing needs, right at their fingertips. See them in action.

🗓 Quickly schedule team meetings with recurring calendar events

Now you can set up recurring events on agent calendars, by team, channel, queue, site, or any combination. These will now show multiple participants, mass-editable descriptions, a set cadence, and a specified date range. Reach out if you’d like this to be enabled in your account.

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🤖 Assist AI feature launches

🌍 Translate full conversations instantly

Assist now translates full conversations in addition to drafted replies, eliminating the need for third-party translation tools. Now agents can seamlessly communicate across any languages — without needing dedicated local language staffing 24/7.

For companies expanding into new markets or managing multilingual support teams, this means massive cost savings and faster response times, all built directly into Assist.

💬 Improve AI chat responses with company-specific guidance

Assist AI Agent for Chat can now customize responses further based on company-specific guidance, making it smarter about the nuances of your business. Whether it’s handling different customer types differently or adapting responses based on context, this ensures more relevant, accurate AI-powered support. Try it now.

💡 Control workflow automation with suggested actions

Not all workflows should be fully automated — sometimes you want an agent to step in. Now, you can choose between:

• Agent review mode, where workflows pause at key action steps, allowing an agent to manually confirm suggested actions before continuing.
• Automate mode, which lets workflows run straight through without interruptions.

This update makes it easier to fine-tune automation and maintain oversight, keeping human-in-the-loop as needed and ensuring workflows execute exactly how you want them to.

✍️ Improve Copilot suggestions with a smarter rephrase tool

The Copilot rephrase reply modal has been updated with new prompts that deliver better responses. In one-click, Copilot can make replies more empathetic, fix grammar, remove redundancies, improve clarity, add more details, or make shorter. You can also add custom instructions to modify replies further.

🔍 Streamline workflows and knowledge management with better navigation

Keeping workflows organized just got way easier with new search, filtering, and sorting options on the Workflows page. We’ve also added sticky headers, improved loading indicators, and actionable empty states for a smoother experience. And on the knowledge base table, we've improved pagination, table performance, and collapsible cells, making it easier to navigate and manage your content.

Less time spent digging through your tools = more time making automation work for you.

🛠️ Customize Assist with more admin controls

Admins can now toggle Assist’s image processing on and off in Copilot settings, letting AI interpret images in draft replies and Q&A interactions. Additionally, admins now have the option to disable “Draft Reply” org-wide to manage adoption smoothly from right within the UI.

🚀 Meet the Assist Omnichannel AI Agent: automation for chat, email, and voice

Today, we’re thrilled to introduce Assist as a fully omnichannel AI agent, now available across chat, email, and voice. Thanks to last year’s launch of AI for email, Assist is already helping teams deliver faster, smarter responses. Now, with chat and voice automation in the mix, support teams can seamlessly automate conversations across every channel while ensuring smooth handoffs to human agents when needed.

With chat, Assist can resolve over 70% of conversations by tapping into help center articles, internal knowledge bases, and powerful integrations like Notion and Shopify. On voice, Assist can answer calls, fill in forms, update databases, and transfer customers with full context—ensuring a seamless experience from start to finish. This expansion builds on Assist’s growing capabilities and our commitment to helping support teams work smarter, not harder.

Assist isn’t just about deflecting simple questions. It’s built to automate multi-step workflows, integrate deeply with your tools, and deliver customer experiences that reflect your brand. By centralizing everything — workflows, case categorization, your custom style guide, knowledge base, and internal tools — across all channels, Assist eliminates repetitive tasks and ensures every interaction meets your highest standards.

With Assist, you can scale confidently, knowing it’s built to address even the toughest challenges with intelligence and empathy. Read even more about our launch here!

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🤖 Assist feature enhancements

🛠️ Workflow builder

Our workflow builder has gotten more powerful, improving the user experience and support for complex, multi-step processes. All of these features make it easier than ever to custom-tailor your AI-powered workflows to achieve significant automation coverage quickly.

• Options to add more metadata on steps involving tickets
• Customization to name different steps, making it easy for many team members to contribute
• Branching logic based on API response so that you can action on data from internal and third party systems, whether that's the status or subscription level of an account, time since ordering, availability, or more!
• Rich previews and traceable reasoning for testing and improving workflows

⚡️Chat settings

The new Assist Chat settings page lets you customize your chat agent with your own welcome message, brand colors, website links, avatar, and more. Configurable handoff settings also let you decide when and how a case gets escalated to human support – with the option set this differently based on the category or queue.

💻 Integrations

• Helpjuice: We’ve got a brand new knowledge base integration with Helpjuice – alongside existing integrations with Confluence, Notion, Zendesk, Guru, Google, and more – giving teams even more options to connect Assist with their central knowledge hub. With this integration, Assist can automatically pull relevant articles from Helpjuice to enhance agent responses, guide automation workflows, and ensure consistent, accurate information is shared with your customers.
• Kustomer: Assist for Kustomer is now in beta! Reach out to our team if you'd like to see it in action.

👨‍✈️ Copilot updates

• Image processing: Assist can now read images to inform replies. When a customer shares a screenshot of an issue or an image of a problem with their order, Assist can understand the text and recommend a resolution accordingly.
• Agent guidance: New agent guidance in Copilot helps agents through recommended questions to ask and steps to solve a case, improving ticket resolution accuracy and onboarding for new agents.

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🗓️ Workforce Management feature launches

🔔 Keep agents on track with schedule change notifications

Now you can keep agents automatically updated in real time, anytime their near-term schedule changes. With options to send via Slack notification, email, or both, your managers will never have to send a manual alert again. You can also choose a window of either 1, 12, or 24 hours so agents always have the right amount of advanced notice.

Notifications are available for Pro and Enterprise plans. Get started by visiting the notifications hub.

⚠️ Give agents a heads up with adherence Slack alerts

Use Slack alerts to notify agents when they’re out of adherence for too long, so they can self-correct or escalate cases when necessary. After you’ve set up a custom warning threshold in the Realtime overview, you can apply those settings to notify an agent in real time once they’ve crossed those thresholds.

Notifications are available for Pro and Enterprise plans. Learn more.

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💅 Workforce Management Enhancements

📈 Reporting

• Case Lifecycle: New metrics are available for customers on Case Lifecycle — the industry’s only data model purpose-built for staffing for complex case work. Contact us if you’d like to enable these in your account, or if you’d like to get started using Case Lifecycle on Service Cloud.
  • Units of work offered: The count of units of work that are in the solved, reassigned, transferred, paused, or abandoned statuses
  • % units of work abandoned: Units of work abandoned divided by units of work offered
• Abandoned metrics: Abandoned metrics are now available on the real-time overview for all synchronous channels on all platforms.
• Intercom: For Intercom customers, we can now show the custom away reason for agents on the agent scorecard and realtime agent analysis page. Contact us if you'd like to turn this on for your account!

🎨 User experience

• Agent state customization: Now you can customize agent state colors for your organization so it's easier to differentiate custom states on the agent scorecard report.
• Staffing timeline: Improved staffing timeline UX with more compact toolbars so you have more room to maneuver, seamless data refreshes that don't interrupt your work, and performance enhancements.
• Navigation: A collapsible navigation experience has started rolling out to customers. With this new design, you can easily toggle between expanded and collapsed views to declutter your workspace, and you can navigate between pages in different sections much faster.
• Event type settings: The event type settings page has improved search, sticky content for tall rows, and sortable columns.

🔌 API

• Agent states: We've added an API endpoint to let teams update agent states in bulk.
• Conversations: Our new conversations API PATCH endpoint lets you update individual fields within conversations more easily.