Release date:
Released along with /wiki/spaces/JE/pages/1235504772.
Highlights
Brand new conversation flow and user experience
The entire conversation flow and user experience has been updated. The bot now guides users through troubleshooting steps by offering a menu of suggestions about the issue they might be experiencing. Users click buttons to move forward as they select their issue, try solutions, and go to the next step.
If they want to bypass the buttons at any time, they can type keywords about their issue or request to speak with a live agent.
Solutions tailored to your operating system
Now users choose their OS before beginning troubleshooting and get personalized instructions for Windows or Mac.
Issue and solution tracking
Users and live agents will now experience fewer redundant questions because the Help Chat tracks which solutions the user already tried. The bot remembers these so that it doesn’t repeat solutions. If the user decides to talk with a live agent, the agent can see the tracked solutions too.
Other improvements
Optimized the Help Chat window so that it looks good on mobile screens.
Edited solutions to get them up-to-date with the latest software versions.
Visualized the entire conversation flow as a flow chart in Whimsical. This is an internal documentation tool that helps us stay organized.