Harlequin

Last update April 27, 2022

What's New?	Learn More
Conversations	Improvements in SLA working hours calculations. Knowledge Base offers better collaboration. Simplified widget UX in Live Chat.
Apps & Integrations	Enhancements to eight apps and a new one that lets Optimove users send SMS messages from the customer data platform.
Answers	New message types for LINE chatbots. Delayed session close option added. Minimum training phrases for intents reduced.
Email Editor	New, intuitive drag-and-drop editor for creating responsive emails for both desktop and mobile devices. The editor allows for stronger personalization, with the option to add images, Call-to-Action buttons, links, videos, and more. There are now more templates to choose from to start creating your emails.
People	Introducing Profile Scoring for People.

Apps & Integrations

• Notifications for Magento – Improvements include support for Adobe Commerce 2.3.x, the ability to collect and filter customers based on opt-in selection, and the ability to send notifications via WhatsApp for cart abandonment and back-in-stock events. 
• SMS for Zoho – This version supports additional use cases, including the ability to share special product and service offers, meeting reminders and new product introductions. 
• SMS for Optimove – This new app lets you connect your Optimove instance with the Infobip portal and incorporate SMS messaging into your customer journeys. 
• Messaging for Salesforce Marketing Cloud – With this update you can send messages via WhatsApp in addition to SMS, Viber, and Kakao ChinguTalk.
• Multi-channel Messaging for Microsoft Dynamics Marketing – With this update you can send messages via WhatsApp in addition to SMS and Viber. 
• Magento for People, BigCommerce for People, and VTEX for People – Enhancements include the ability to obtain information from VTEX about customer orders, which can then be used in Moments to send order confirmation messages.
• Zoho CRM for People and Hubspot for People – This update supports the ability to report customer data captured in People back to HubSpot. 

Answers

New message types for LINE chatbots

Carousel messages and buttons have been added to the available channel elements for chatbots using LINE adding to the ever-growing personalized message options.

Minimum training phrases for intents reduced

The minimum amount of training phrases for intents has been reduced from 50 to 10, making it easier and more time-efficient to create AI-driven chatbots.

Grace period option added for outgoing chatbots

An option has been added to chatbot activation to allow outgoing chatbots to stay live for a grace period to allow any users to finish up their sessions which may be in progress.

This is especially useful when redeploying chatbots to one sender as it allows the old chatbot to remain live for a short time, while new sessions will be started on the new chatbot.

Now you can start with a smaller number of training phrases, and build upon them as you get more insight into how AI chatbots are performing.

Email Editor

Email creation is much improved with a new, drag and drop editor. The Email Editor provides an easy-to-use editor that builds personalized and engaging emails to send to your customers.

The Email Editor is made up of content elements and fields to help you build rich and responsive emails without the need to create HTML code. The Email Editor's responsive design approach lets you create both desktop and mobile email message designs.

Audit notifications

The Email Editor includes a real-time validation function that checks your email design for the most important aspects of the design guidelines. When you add elements to your design, the Audit tab displays a notification if you are missing links for buttons, alternative text for images, or if you have not included and completed the footer element. The Audit tab is intended as a guide and so it won't prevent you from sending your message.

Gmail promotions

For your customers who use Gmail, you can create emails that are engaging and attract customer interaction. Gmail automatically groups and highlights emails on the Promotions tab in the mobile Gmail application. The groupings are based on a number of factors, for example, where emails contain annotations that include images, deals, expirations dates, and promotion codes.

Adding images to your annotations brings your email messages to life, making them more discoverable and inspiring.

Conversations

Supervisor Experience

Service-Level Agreement Working Hours Global Availability

Now in the GA phase, improvements regarding SLA times calculation during the out-of-working hours should benefit clients who need to provide support only during working hours. The key benefit here is that SLAs will be calculated correctly, whether you choose to Always count the SLA or Working hours only.

Learn more about how to set up SLA.

Digital Channels

Telegram

New improvements in Telegram now make it easier to identify who sent which message in a group chat. Agents can see the user's name for each message in the group chat.

Also, each message's author is subsequently created as a new person in our customer data platform, People.

LINE

LINE in Conversations is now richer for two new content types, Carousel Message, and Button Message. This should definitely help simplify content sharing with your customers, allowing for a more user-friendly manner to share a list of offerings. 

Live Chat Widget UX Improvements

We have introduced a simplified process when configuring the Live Chat widget through the Google Tag Manager. This integration should feel much easier and understandable along with the help of our documentation guiding you through the setup.

Mobile App

More social media channels are now supported in the Conversations mobile app! You can use Facebook Posts, Instagram Posts, and Twitter Tweets to offer speedy support to your customers and resolve issues on the go.

Knowledge Base

Article Collaboration Improvements

Knowledge Base brings forth Collaboration improvements in articles!  Now you can see likes in your articles, as well as the number of times the article has been viewed.

Conversations API

WhatsApp Inbound Message Format

The incoming WhatsApp message formats delivered to your webhooks are extended to offer additional information. This is important if you use ads that click directly to a WhatsApp functionality, as additional information will be shared with the referral object of the incoming message. The incoming message formats remain the same for those who are not using Facebook ads or posts that click to WhatsApp. 

Telegram Inbound Message Format

The messages format delivered to webhooks is altered due to the support of group chat in Conversations. A new object groupContext is a part of the inbound message payload. Also, the content of text messages will always be presented as an object.

New improvements also allow you to add a "keyboard" to the message, along with a button to conveniently collect the customers' phone numbers.

People

Profile Scoring

Profile Scoring is now live! Use Profile Scoring to gain actionable insights from your leads' and customers' data by creating profile scoring models and giving profiles a score. There are many use cases for scoring profiles: lead scoring, credit scoring, and behavior scoring to name a few.