Blog

We're excited to share with you today a new feature for Guides called revision history. From the start, each time you change an article, we've been storing a copy of the original article.

Starting today you can now view all of your article revisions including the author and the date in one place and restore an older version at any time. This is great for seeing how an article has changed over time and correcting mistakes from accidental changes.

Learn how to work with article revisions.

We are incredibly excited to share a new product with you today that we're calling Conversations. Our goal since the beginning was to build a platform to allow businesses to provide better support to their customers.

Multiple Channels

The web has changed a lot in many recent years and customers are now wanting to communicate over many different channels, from traditional email to social media to in-app and they want support wherever they go. You can still setup an email address forwards to automatically create tickets and when you respond will come from your business.

We're happy to have integrations with Twilio to power SMS messaging and Twitter to start with more as you request them.

Expandable Integrations

There are several website widgets that support both authenticated sessions (behind a login wall) and unauthenticated and use sessions to allow customers to manage their tickets so they can continue where they left off with their last message. Our widgets have two primary types, inline and overlay. The overlay can be placed onto any page in a modal/box window that expand when a customer clicks "Help". The inline is like Guides where it blends into a page of your site and inherits the design. The widgets allow customers to contact your business as well as see a list of tickets and manage them as a ticket portal.

Pull in data from your billing system in real-time into the sidebar when viewing a conversation to be able to get a quick heads up for important metrics or information to make a reply to a customer that much faster.

We'll be adding one click 3rd party integrations such as CRM and payment systems like MailChimp and Stripe and notification tools like HipChat, Slack, and Zapier to keep you aware of what's going on down the road as well.

Team Collaboration

Conversations features what we are calling Mailboxes, each being a separate group of ticket buckets for organizing. You can separate your sales and support into two mailboxes, or if you have several businesses you could make one for each. Then we have important features like private notes, assignments, statuses.

Whether you're just starting out with your first website and want tools that will scale with your project as it grows or an enterprise business with hundreds of agents we think the tools should be easy to use and affordable to use by all to help push our vision of better customer support for everyone.

Give it a try and let us know what you think. Be on the lookout for our new API documentation which will give you complete flexibility for how you best want to use our platform.

We're happy to announce our newest feature by popular request for Guides. You can now manage multiple Guides under a single account. Whether you manage multiple websites and want a knowledge base for each or have multiple businesses, you can now manage them all easily.

Now when you login to the control panel, you'll see a new dropdown which lets you switch context between Guides or create a new Guide.

Learn more about creating a new guide.

We're excited to mention a new feature of Guides embedded widget. It's been our goal to provide a way to not only customize, but extend the customer support experience in a unique way that makes sense for your business. Today you can now extend the widget even more by hooking into events that are triggered when a customer takes actions inside your knowledge base.

Right now you can hook into ratings and other events and provide a better customer experience. For example if a customer rated an article as unhelpful, you could display a modal and ask them to contact you to get in touch to better help them.

Learn more about hooking into Guides widget events.

We're proud to release a huge addition to the platform, SEO (search engine optimization) support.

Even though search engines are getting better all the time to try to detect, parse, and even index JavaScript based content, the reality is it is still far from perfect and content owners need to do more work to ensure the content gets properly indexed.

Content doesn't help customers if they have a hard time finding it. One of the benefits of putting content into Guides is to reduce support time by allowing customers to solve their own problems using self support. Customers often use search engines to find answers too and we have now optimized the entire platform out of the box when you embed Guides, your content will be shortly indexed and drive more traffic to your Guide.

If you have already installed the embed code you will need to update it as it will use a new URL to point search engines to. By default, URLs in search engines will use the generic domain, you can change this by configuring your web server.

Learn more about setting up SEO support.