Stay Up To Date

We believe in keeping you in the loop with all the latest happenings in our courses and system. On this page, you'll find a comprehensive log of all the exciting changes, improvements, and additions we make to our courses and system. Whether it's a new feature, a course enhancement, or a system update, we've got you covered. Bookmark this page and check back regularly. We're committed to ensuring that your learning experience remains exceptional and that you have all the information you need to succeed.

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New Features

New Updates

Resources & Tools

Important Updates

Here are some of the most recent updates we thought would be helpful to take note of

New Feature: SLA Performance Dashboard

Important Updates| New Feature Release| Conversations

April 09, 2026•1 min read

While SLAs helped define response time expectations, there was no clear visibility into performance. So we’ve added a dashboard to bring all of that into one place, giving you clear visibility into response times, SLA adherence, and overall performance trends. Let's learn how to use it!

⭐️How To View SLA Performance Metrics?

First, head to the Analytics tab inside the Conversations section.
Select a time range and review the overview for overall SLA performance.
Use the trend chart dropdown to switch metrics.
Analyze user and channel reports. Use sorting and filters to drill into specific insights.

⭐️Why Is This Feature Beneficial To Your Company?

Improved Accountability: This helps you visualize how many messages meet or breach SLAs, understand average response times, and track trends over time to identify patterns.
Early Issue Detection: The dashboard breaks down performance at a user and channel level, making it easier to pinpoint where improvements are needed.
Smart Data Collection: Only messages with completed SLA evaluation (met or breached) are included in reports. Conversations marked as read without a reply are excluded

You can now measure how well Conversation SLAs are being met with the new SLA Performance Dashboard, which simplifies improvements and makes it easy to reward or correct your team as needed. We hope you enjoy it!

New FeatureNew UpdateConversationsSLA Performance Dashboard

Automation Assistant

Hey there, it's great to introduce you to our Automation Assistant – your new ally in navigating our amazing software. This digital buddy is the result of a lot of hard work from our team and a sprinkle of AI magic. But what's it all about? Well, think of it as your personal guide to becoming a software pro. It's here to keep you in the loop with updates, show you the ropes with helpful videos, and share insights that will make you a software whiz. We understand that mastering software can sometimes be a challenge, but with the Automation Assistant by your side, you've got a friend who's always ready to lend a hand and ensure your success in the software world. So, welcome your new companion, and let's conquer this software adventure together!

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