BIK - Change Logs

16/9/24

Introducing a new call integration, "My Operator"

Once integrated you can call your customers via Helpdesk and provide a more personal experience.

Helpdoc link - https://help.bik.ai/en/articles/9881657-my-operator-integration-with-bik-helpdesk

02/9/24

We've rolled out some major changes to our email template builder! 

 You can now customize styling directly within the content of the product block, including link font, color, and more.

 Check out the video below for a quick walkthrough:

30/8/24

We have released a few improvements to the Customer Search and Customer Details screen:

• Search Screen
• Primary asset + Matching asset will be shown (on hover) - Will reduce the confusion as to why this customer is part of the result
• Matching text highlighting
• Details Screen
• Alternate email and phone number shown upfront
• Order details
• Last order date
• Total order count
• Total order value

Please refer to the attached video for more clarity:

29/8/24

Introducing the New "Queue" Stage in Helpdesk!

Key Features & Benefits:

• Agent Ticket Capacity Control: Merchants can now set a maximum ticket capacity per agent directly from the Load Balancer settings

       Example:
      Set a capacity of 5, and no agent will be assigned more than 5 tickets at any given time.

• Automatic Queue Management:

       If all agents are at full capacity, incoming tickets will enter the Queue Stage (Entry) and await assignment.

• Seamless Ticket Assignment:

       As soon as an agent closes a ticket, a new one will be automatically assigned from the Queue (Exit).

• Prevents Overload:

       This feature helps prevent agents from being overwhelmed by high ticket volumes, ensuring a balanced workload.

• Accurate Analytics:

       By managing ticket distribution effectively, this feature helps maintain accurate and reliable helpdesk analytics.

Now, metrics like sent, delivered, failed, and clicked will be processed quicker than ever before. 

You'll see these speed improvements in both broadcast analytics and flows analytics where applicable.

23/08/24

Releasing few improvements and changes in Google sheets blocks.

• We can now add rows based on Column IDs instead of headers (ex: A, B, C)
• We can get and update rows based on the row number which we got from adding row block, so if 2 rows are having the same data then also we can update and get the rows separately with the help of rowNumber variable.
• Update data can now update multiple columns instead of single column.
• Update and get rows now support search by row number variable and search by data (Search by row number variable is a better version)

21/8/24

Introducing the New "Queue" Stage in Helpdesk! 

 Key Features & Benefits:

• Agent Ticket Capacity Control:Merchants can now set a maximum ticket capacity per agent directly from the Load Balancer settings

   Example: Set a capacity of 5, and no agent will be assigned more than 5 tickets at any given time.

• Automatic Queue Management: If all agents are at full capacity, incoming tickets will enter the Queue Stage (Entry) and await assignment.
  
• Seamless Ticket Assignment: As soon as an agent closes a ticket, a new one will be automatically assigned from the Queue (Exit).
  
• Prevents Overload:This feature helps prevent agents from being overwhelmed by high ticket volumes, ensuring a balanced workload.
  
• Accurate Analytics:By managing ticket distribution effectively, this feature helps maintain accurate and reliable helpdesk analytics.

16/8/24

We're thrilled to announce some awesome new updates to the campaigns overview page! 

We've rolled out filters to help you find exactly what you need, faster than ever:
 Date Range
 Segments Used
 Status
 Channel

But that's not all! You can now sort your campaigns by:
Number of Orders
Revenue
Click Rate
Read Rate
Sent Count
ROI
Executed Date (when the campaign was actually sent)
Sent Date (when the campaign was created)

We’ve also given the broadcast overview screen a sleek makeover, with UI and UX enhancements that make it cleaner and more informative than ever before.
And for all you data lovers, there’s a brand new Download Report button, allowing you to grab your campaign performance report for the last 30 days with just one click! 

14/8/24

We have added support for location messages in Helpdesk and Marketing chats for Whatsapp channel
You can click on view location to open the shared location in google maps

13/8/24

We have added support for Labels in chatSessionClosed event
So merchants can now create journeys based on specific labels when a ticket is closed

12/8/24

We have added the capability to setup signatures for your connected email accounts (smtp + gmail) 

11/8/24

Exciting New Feature Alert: Introducing Product Alerts 

Price Drop Trigger Whenever the price of a product drops by a specific amount or percentage, this journey will be automatically triggered for:
Medium intent: Customers who viewed the product on your website
High intent: Customers who signed up using BIK popups

Back In Stock Trigger Whenever a product is back in stock, this journey will be automatically triggered for:
Medium intent: Customers who viewed the product on your website
High intent: Customers who signed up using BIK popups

And guess what? You can even test these triggers in Test Mode! 

10/8/24

We have released notification sound in Helpdesk 

• All view
• whenever a customer message is received for any ticket
• My tickets
• whenever a customer message is received for tickets assigned to you
• Unassigned View
• whenever a customer message is received for any ticket
• Specific team view
• whenever a customer message is received for a ticket in that view
• For a ticket that you have open
• Will work in background too, i.e. you navigate to some other tab or the helpdesk window is out of focus

Note: This is enabled by default for all stores. 

9/8/24

We have added below events to "Audit Logs" which will help the users debug things better

Price Please Automation

• AI product mapping is enabled/disabled
• Price please is enabled/disabled for an account
• Price please configuration is changed (setup automation tab)

Journey Status

• Flow is published/unpublished
• Test mode is turned on/off
• Sunset is turned on
• Journey Triggers
• Changes to the starting point block (except for webhook and relay)

8/8/24

We’ve added the capability to show multiple attachments in Helpdesk and Marketing chats shared on Instagram DM! 
Note: upto 10 media supported

5/8/24

Exciting Update! 

We’ve released some much-awaited features in Journeys:
 PP for Stories
 UI Revamp
 AI Comment Filtering - Free for all stores!
 AI Comment Generation - Avoid spam marks!
 Auto-stop Comment Replies after spam detection (DMs will still work).
 Default Settings:
- Comment filtering is enabled by default. If the sentiment is positive or neutral, we will send the PP message. Keywords check can still be configured.
- Comment replies will be stopped if any store gets spammed and can be manually re-enabled from the backend or automatically after 7 days.

3/8/24

We’re thrilled to announce the release of our new infrastructure for forwarding events from our system to your subscribed endpoints! 

 Key Features:

• Event Forwarding: Events will be forwarded to your designated endpoint based on your subscription. The events include:
• Sent
• Delivered
• Read
• Failed

Product Level Customisation: You can choose events at the product level, such as Automation, CRM, Dev APIs, and Campaigns. 

 Basic Auth Enabled:
Your endpoint should have basic authentication enabled. If it's a public endpoint, feel free to add any value in the auth input. Need help with basic auth? No worries! Here’s a quick guide:

1. Generate Credentials:

• Create a username and password for your endpoint.

1. Encode Credentials:

• Use base64 encoding to encode your credentials in the format username:password.

1. Add to Header:

• Include the encoded credentials in your request header as Authorization: Basic <encoded_credentials>.
• This <encoded_credentials> can be added to our input for authorisation

 Documentation & Resources:
Check out the complete Webhook Documentation for detailed information on the event structure and setup instructions.

2/8/24

We have added the option to download "User response report" from the Journey Builder. This report will consist of user responses to various blocks like, question block, ask blocks and Quick reply button clicks
Please refer the attached video for more clarity