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Changelog

The Unless team shares what they are working on so you can stay up to date on all new features, improvements, and fixes.

April 8, 2024

New: Conversation status πŸŽ‰

Keeping track of conversations just got easier!

From now on each conversation will have a status, starting with New and switching to Read once you've opened up the details page for that conversation.

Most importantly, you can see which responses have been flagged since the conversations list can be filtered for the Flagged status and in the details view the flag icon will have a red outline.

If the reason for the flagging is that the AI didn't have the answer or gave a wrong answer but the issue has been resolved (eg. by adding or updating sources), you can then change the status to Closed. This makes it easier for your team to be on the same page and direct their attention to where it's needed.

Show conversation status

More functionality when flagging a response 🚩

It is now possible to flag repsonses as part of your internal evaluation and not just for reporting issues to the Unless team. This way, when analyzing conversations, you can flag responses and leave notes for your colleagues describing what the issue is and/or what the answer should have been.

Reporting a flagged response to the Unless team as a technical bug is now optional.

Flagging an answer as wrong

At this stage, you can also add the question to your Quality control center. Don't worry if the question isn't how you would structure it, once you click save, you will have the possibility to edit the question and the control answer.

Update question in the quality control list

March 18, 2024

πŸ† Most common questions in the last 30 days

In the AI zone, you can now see a list of the top 10 questions that were asked to your AI in the last 30 days. With this information, you know where to dedicate your attention to ensure the AI can answer these questions.

Most common questions in the last 30 days

πŸ… Most common used sources in the last 30 days

In addition to the most common sources, you can now also see the top 10 sources most commonly used by the AI when answering questions. Ensuring that these sources are properly indexed, accurate, and up-to-date will provide better results.

Most common used sources in the last 30 days

You can read more about these two features here or better yet go into the AI zone and find out what your top questions and sources are! πŸ‘€

  • You can now filter the conversations list by conversation name.
  • You can now delete FAQ entries using the CSV upload. This is particularly helpful for bulk deleting.
  • Training source edit view has a new field for the segment that a source should (optionally) belong to.
  • Bug fixes and UI improvements

March 11, 2024

  • Insights are no longer cached if the selected date is in the future.
  • Links in the meta-data block of the conversation details view are now clickable. Conversation detail view with clickable URL
  • Sitemap xml files with relative paths are now supported.
  • The billing page now also shows environment and segment usage.
  • 🀫 We now have a beta version of the Unless browser assistant.

Feb 26, 2024

  • See audience insights when selecting an audience from the audiences list, similar to how it is with components.
  • It is now possible to use full URLs with domain name when previewing components.
  • If you are using Hubspot, your support team members can now leave a comment as feedback on conversations.
  • Bug fixes and UI improvements

Feb 5, 2024

  • It is now possible to join an audience when closing a component. This way you can be certain that the viewer has seen the message and you can opt for showing a different component next time.
  • When checking the sources used in a response while at the conversation detail view, you now see an edit button making it easier to quickly make updates to a source when applicable.
  • When the end-user selects an option during a conversation (eg. a follow-up question or an action) the options provided will no longer disappear.

Prioritization and exclusive experiences

The prioritization tab has been removed but you can still prioritize your experiences under advanced settings.

The priority number determines when to load the experience compared to the other eligible experiences. Priority 1 is the highest. Priority 25 the lowest. When viewing the experiences list, you can see the prioritization at a glance and change the priority order on the spot.

Additionally, you can now set exclusive experiences. When setting the experience to exclusive, it will be the only experience that can be shown to the visitor. Exclusive experiences are always shown first.

Experiences list view with prioritized and exclusive experiences at a glance

Jan 29, 2024

AI Actions are here! πŸŽ‰

Actions can be attached to FAQs to activate and engage your end-users and get them to take the next step, leading to more actionable interactions.

With actions, when your selected FAQ is asked, the end-user is given options like starting the support flow, getting redirected to a URL, seeing a component and more, along with an answer from the AI.

Check out this help center article to find out how you can answer with AI actions!

Actions seen live in a chat component

Jan 22, 2024

  • We've fixed bugs and made improvements to the UI of the AI chat.
  • πŸ”₯ Soon you will be able to attach and initiate a variety of AI actions via conversations, resulting in more actionable interactions.

Jan 15, 2024

  • We've fixed bugs and improved AI stability for an even smoother experience.

Jan 8, 2024

  • πŸ™… Filter personal identifiable information (PII) when adding training sources. We then filter personal information like names, personal IDs, email addresses and more from the source before ingesting. Filter personal identifiable information (PII) when adding a training source
  • 🎭 You can now define your own custom persona via the Configuration tab of your AI zone. You can hover over the ? icon next to the other persona options to get an idea of the kind of input you can provide. Keep in mind that you can use a maximum of 200 characters. Default and custom AI persona options
  • πŸ’¬ The conversation popover and conversation center are now merged. Enlarging the chat popover will bring users to the conversation center where there is an overview of recent conversations. Clicking the size icon again will bring the user back to the popover view. Conversation center view
  • 🎨 You can open up the editor to customize your AI component via the Configuration tab. While in the editor, you can also switch between different components that are on the same page. Open the AI component editor
  • 🧩 Reorganized the component templates list into new categories for better user experience and ease of finding what you need. Component templates list
  • 🎟️ Similar ticket functionality is now available as part of the Hubspot and Salesforce integrations. In the case of Hubspot, it is also possible to filter by pipeline.
  • βš™οΈ Clickhelp integration: It is now possible to pull your Clickhelp knowledge base articles into Unless and use them as training sources for your AI.
  • πŸ“± On mobile, the chat popovers display as overlays for better usability.
  • Large PDF files are now handled better.

Dec 18, 2023

  • Conversation details pages now show responses in markdown so if the response originally contained bullet points, they will appear as such, URLs will be clickable, etc. Conversation details page with responses in markdown
  • πŸ‘ You can now add a reply for when a user gives positive feedback to the answer provided by the AI. Positive feedback reply field in the Configuration tab
  • βš™οΈ Confluence integration: It is now possible to directly pull documents from Confluence and use them as training material for your AI.
  • We’ve renamed the Websites tab to Environments. Many customers are using Unless in their CRMs, support environments, etc. so we wanted to make it clearer in the dashboard. Your website is an environment but you can use the Unless AI in other environments too.
  • Conversations are now readily accessible from the menu on the left.
  • Fixed some bugs and improved the UI.

Dec 11, 2023

  • We've added new AI chat button templates which are highlighted in the screenshot below. Using these templates opens up more editing capabilities such as setting an icon, adjusting the color and size, etc. New AI chat button templates
  • Fixed some bugs and improved the availability of the AI as well.

Dec 4, 2023

  • 🌟 The AI now responds 30% faster and handles follow-up questions better.
  • πŸ“š You can now see exactly which pages/content was ingested from a training source. This helps you see which content was discovered using your sitemap, or which articles were retrieved by an integration. Show indexed items
  • You can click on each listed item to see the exact content that was ingested in Unless, helping you debug any problems. Showing the exact content that was indexed as a training source
  • πŸ“‹ Additionally, now when viewing conversation details, you can click to see the sources and click again to view the exact content that was used to generate each answer! Conversation details page - sources
  • ℹ️ The sources list (that can be viewed for each answer) is now much more accurate and will show exactly which sources were used in the answer.
  • πŸ‘ The thumbs up and down icons (and the sources) are made more visible and appear below the response to increase usage.
  • πŸ“ž An (optional) support button is added with a new support flow in the top-right corner of the chat. You can set this up via the Configuration tab. The support icon in the chat
  • πŸ“Œ We’ve added an indicator to highlight the last conversation you opened to make it easier to know where you left off while browsing across conversations. Conversations list view marker

Nov 20, 2023

  • The subject line for emails delivered to your specified customer service email is now customizable via the Configuration tab of the AI zone.
  • You can now adjust the website names listed at the top right corner.
  • Added article visibility properties to the Salesforce integration such as include/exclude options.
  • We’ve made some changes to make the input field in the chat clearer.

Language detection

  • We now store the determined language of each message and answer which should make it easier to identify outliers and errors.
  • Additionally, you can add a fallback language for cases where the language cannot be confidently determined. You can do this via the Configuration tab of the AI zone.

Fixes

  • The chat no longer crashes in the case of an empty message.

Nov 13, 2023

  • In Conversation detail pages, you can now flag a response to report an issue to our team. It is also possible to provide additional context here in terms of what happened and what you would expect to happen so we can address the issue accordingly. Flag a response in conversation details
  • If you have multiple AI segments, you can ask the end-users to self-segment at the start of a conversation.
  • In the Billing section, we added graphs to make it easier for you to review the use of AI responses over time. Review AI responses over time in billing
  • We added breadcrumbs to our dashboard pages to make navigation easier.
  • You can now exclude an article ID when using the Zendesk integration.

Nov 6, 2023

  • πŸŽ‰ Changelog: From now on we will use this page to share what we are working on so you can stay up to date on all new features, improvements, and fixes.
  • βš™οΈ Zenya integration: It is now possible to directly pull documents from Zenya and use them as training material for your AI.
  • The height and width of the AI chat pop-up is now adjustable via advanced settings in the editor. Adjusting the dimensions of the chat pop-up via expert settings
  • You can now add your sitemap as a training source using a URL or by uploading a sitemap xml file. Adding a sitemap as a training source

Oct 30, 2023

  • It is now possible to rename your training sources, making it easier to browse and find what you’re looking for.
  • Zendesk multibrand is now supported.
  • We can now ingest tickets from Zendesk.
  • Subcategories can now be fecthed with the Salesforce integration.
  • Conversation sentiment was calculated based on sentiment analysis of the questions and the ratio of positive and negative responses from the user. This is now split so you see the sentiment and rating separately. Conversation sentiment and ratings Fixes
  • When reviewing conversations, if you were going between the list view and the detail pages, your filters would reset each time. This is now fixed.
  • The configuration wasn’t loading when switching websites.
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