In Flow Builder, admins can include an image or animated GIF as part of the Send message step in an answer flow. Images and GIFs added to the step appear to customers in the Web Widget, and to the agent in the Agent Workspace.

Images can be used to:

• Provide an engaging experience (such as GIFs or branded imagery)
• Visually explain things or add screenshots
• Present products and services in an appealing on-brand way

Emoji are currently supported in bot messages, but the feature is often overlooked because there is no UI to indicate this or facilitate emoji selection. The new picker increases awareness of this option, and make inserting emoji into an answer flow a simple process.

Emoji can be added to the following answer step types:

Button links let admins include a button in the Send message step of an answer flow. When a customer clicks a button, they can navigate to an external link, such as a different knowledge base or another page within the current website.

Admins can define the button text and destination URL. The button will be displayed to the customer in the Web Widget, and the button link will be displayed to the agent in the Agent Workspace.

Carousels allow the admin to provide up to 10 options for the customer to scroll through. Admins can add carousels to the Send message step of an answer flow, and addButton linksto each carousel card.

Answer level reporting gives admins a more granular view of bot performance to analyze how effective each of the bot's answers is at resolving a particular customer issue.

The Answer level reporting is displayed in a table that includes each answer flow configured in Flow Builder, and include the following metrics:

• Name: The name of the Answer according to Flow Builder (in the original language) at the time the event was sent.
• Engaged users: The number of users that have interacted with each answer.
• % transferred to agent: The percentage of users that engaged with the Answer and went on to transfer to an agent.

Resolution feedback reporting provides an additional tool for admins to measure bot performance by tracking customers’ responses to theAsk if question resolved stepin an answer flow.

The Resolution feedback reporting section of the dashboard displays the following information:

• Responses sent: Including:
  • Responses sent: The total count of resolution feedback replies received by the bot.
  • Total asked for feedback: The total count of feedback prompts sent by the bot.
  • Response rate: The proportion of instances where a user replied to a feedback prompts (either resolved or unresolved replies).
• Resolved: Including:
  • Resolved: The total count of resolved replies received by the bot.
  • % of responded: The percent of responses sent that were of the resolved type.
  • Top resolved answers: A list of answers ranked by percent resolved in descending order.
• Unresolved: Including:
  • Unresolved: The total count of unresolved replies received by the bot.
  • % of responded: The percent of responses sent that were of the unresolved type.
  • Top unresolved answers: A list of answers ranked by percent unresolved in descending order.