Release Notes for 05/12/2016


Self-Support: Enhanced mobile UI and implementation
Embed Support.com Cloud Self-Support in your iOS®, Android®, or web app for contextual search, Guided Paths®, and seamless escalation to Agent Support. It’s now more mobile-friendly and much easier to deploy, too.  Simply embed a one-line piece of code in your blogs, online communities, or wherever you like.

back to top

Self-Support & Designer: Support Article for Consumers
With Support.com Cloud Self-Support, give your customers Support Articles, our simplified, one-step solutions for all your quick troubleshooting or FAQs.

Note: Guided Path Shortcuts are not supported in this feature. Also note that if a Designer creates a Support Article that is agent-facing, adds a Guided Path shortcut into the step, then tries to transition the Support Article to be consumer-facing, the shortcut will no longer function.

back to top

Self-Support: JavaScript SDK Customization
Play with new colors and fonts in your embedded SDK for a smoother brand experience across channels.

back to top

Navigator: Chat alert tone
Agents can now deliver faster replies when they receive a new chat message. An alert tone now sounds to let agents know when messages come in on a session. You can listen to the sound here (opens a third-party website).

back to top

Analytics: Present content ratings in Self-Support Dashboard
Now that we've updated how we gather content ratings in Self-Support (from "Was this content helpful?" to a five-star rating), we're surfacing that information in the Self-Support Dashboard in Analytics.

Content rating mechanism that a consumer sees in Self-Support:


back to top