Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
A few new features for you this month…
🎟️ Freshdesk & Freshchat Auto-Tagging
You can now use AI to automatically tag your Freshdesk tickets and Freshchat conversations.
It can take hours of repetitive work to tag and categorize your support tickets and emails each month.
But now your AI agent can automatically do this classification and categorization for you, directly in Freshdesk, accurately and consistently, so you can focus on understanding what your customers are asking and how they are feeling.
You can also use it to decide which tags or custom fields categories you want your AI agent to reply to, and which you will handle yourself.
Learn more here for Freshdesk and here for Freshchat.
✏️ Email-only Guidance
We often don’t chat in the same way we email, so to reflect in your AI agent, you can now specify whether your Communication & Style guidance is for your agent everywhere, or only for email replies.
Go to Improve > Guidance and either enter a new piece of Communication & Style guidance or edit an existing one, then select “Email only” from the drop down at the bottom of the guidance.
🚫 Block AI replies by topic for Intercom
Now you can control which types of conversation your AI agent replies to in Intercom with our block AI reply by tag feature.
For each tag or conversation attribute you can decide whether you want to use your AI agent or not.
✉️ Reply from specific accounts - HubSpot + Gorgias
If you’re a HubSpot or Gorgias user (especially those with multiple accounts or brands), you can now specify which email accounts you want your AI agent to reply from by allowing accounts.
To do this, go to AI Agent Setup > Customization and scroll to the “Reply from specific accounts” section.
Enter the accounts you want your AI agent to reply from, click Allow and you’re all set!
👀 Coming soon
We are just waiting on our SOC-2 certification now (keep your eyes peeled) and have 3 big improvements to existing features (and one entirely new feature) coming before the end of the year, wish us luck!
