Changelog

This week, we've introduced several quality-of-life improvements to the Sentiment Dashboard to help your support team work more efficiently with conversation insights.

These enhancements are designed to streamline your workflows and reduce the friction between insights and action. They're available now in the Recommendations and Sentiment sections of the dashboard.

This update focuses on improving live human-to-human interactions, refining notification logic, and aligning UX flows with real-world usage patterns. It also introduces a cleaner message input experience and refined feedback submission behavior.

These improvements continue our mission to make real-time customer communication smarter, more respectful of user focus, and easier to use across devices.

This month, we focused on quick wins that meaningfully improve the conversation experience — both for customers using the chatbot and agents managing live chats. The updates help make interactions feel more intuitive, seamless, and user-friendly.

These changes help conversations feel smoother and more personalized, while reducing unnecessary friction for your users. Expect a better start to chats, more flexibility with feedback, and a snappier live chat experience.

We’ve rolled out a major update to the Sentiment Dashboard that helps support teams better track and improve customer satisfaction across conversations.

This release helps your team be more proactive, delivering faster, smarter, and more helpful responses to customer issues — especially in moments of frustration. Combined with analytics and exportable insights, it’s the best way to turn customer sentiment into action.

We’ve just released one of our most requested features: FLOW Search. Now you can find any conversation in seconds using keywords, phrases, or Chat IDs – all in one unified interface.

📍 This feature was silently released on March 22, 2025, and is now available for all Enterprise customers.

We have revamped the reporting suite with new data visualizations, trend tracking, and comparative analytics. Businesses can now monitor chat performance through dynamic heatmaps, real-time MTD (Month-to-Date) comparisons, and a full historical view of past chat interactions.

This update gives support teams better visibility into chat workflows, improving resource planning and efficiency. With clearer reporting on chat trends and historical data, businesses can make more informed decisions about their customer support strategy.

The Advanced Reporting Dashboard is now available, bringing new ways for operations teams to analyze chat and agent performance in real-time. This dashboard provides critical insights and data exports that empower businesses to conduct their own business intelligence analysis.

This dashboard provides operations teams with granular insights that improve decision-making. With real-time data and historical exports, teams can assess performance trends, optimize workflows, and ensure their agents are meeting service expectations. The ability to export raw data allows for custom reporting and deeper business intelligence analysis.

The Team Management Dashboard introduces essential workforce management tools to improve efficiency and support live chat operations. This update brings real-time tracking, scheduling, and reporting to help teams manage workload effectively.

ChatFlow now dynamically surfaces the Human Support button in the web widget. Instead of appearing at all times, the system intelligently determines when live chat is necessary based on real-time sentiment analysis and query complexity.

ChatFlow now supports Live Agent Transfer for web chat. Customers can transition smoothly from AI-driven responses to real-time human assistance, ensuring better engagement and faster issue resolution.

ChatFlow now supports WhatsApp. Our AI-powered chatbot can manage customer support via your WhatsApp channels, enabling businesses to automate responses and improve customer engagement.