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Changelog

Stay up to date with the latest changes and improvements.


March 27, 2025

Sentiment Dashboard Enhancement

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

What’s New in the Sentiment Dashboard

  • Sentiment Trends: Visualize positive, neutral, and negative sentiment over time to spot issues and improvements early.
  • Live Recommendations: AI-suggested responses and actions for flagged conversations with customer dissatisfaction.
  • Suggested FAQs: Frequently requested topics are surfaced from user frustrations to help you build smarter self-service.
  • Conversation Viewer: A detailed view of each flagged conversation with structured data like score, category, and key pain points.

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.

March 5, 2025

Reporting Suite Revamp

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.

What’s New in the Reporting Suite

  • Chat Status Heatmaps – A visual representation of chat statuses over time, helping teams spot trends in escalations and resolutions.
  • Rolling MTD Comparisons – Track ongoing month-to-date trends for chat transfers, agent handoffs, and conversation completion rates.
  • Transfer Patterns & Trends – Identify when and why conversations are being escalated, providing deeper insights into customer needs.
  • Graph Enhancements – Historical performance graphs now include a time-based drill-down feature, allowing businesses to analyze past support interactions more effectively.

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.

February 25, 2025

Advanced Reporting Dashboard

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.

Key Reports Available

  • Agent Performance Report – Track response times, resolution rates, and customer satisfaction by agent.
  • Conversation Analytics – Monitor total conversation volume, chat duration, and peak activity times.
  • Customer Satisfaction Trends – View CSAT scores, NPS data, and customer feedback trends.
  • Response Time Analysis – Track first response times, resolution times, and SLA compliance.
  • Conversation Topic Analysis – Identify common customer issues, category distribution, and sentiment insights.

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.

February 20, 2025

Team Management Dashboard

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.

New Features in Team Management

  • Live Agent Concurrency Tracking allows managers to see the number of ongoing chats per agent.
  • Priority and Queue Management ensures chats are routed based on urgency and availability.
  • Performance Reports track year-to-date metrics, helping measure agent effectiveness over time.
  • Shift Scheduling provides better workforce organization with clear work-hour allocations.
  • Live Chat Availability Control enables real-time toggling of agent status to manage workload dynamically.
February 15, 2025

Dynamic Human Support for Web Widget

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.

What’s New in Dynamic Human Support

  • AI-Driven Detection – ChatFlow assesses customer sentiment and complexity before surfacing live chat.
  • Frictionless Support – Customers only see the Human Support button when truly necessary, reducing unnecessary escalations.
  • Optimized Agent Workload – Ensures agents are engaged only when needed, preventing burnout and overload.
  • Performance Insights – Track when and why live chat is triggered, providing valuable customer behavior analytics.
January 31, 2025

Live Agent Transfer for Web Chat

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.

What’s New in Live Agent Transfer

  • Seamless Handoff – Agents can take over conversations from the chatbot instantly, improving support efficiency.
  • Smart Routing – Transfers are prioritized based on customer urgency and agent availability.
  • Improved Resolution Rates – Faster issue handling leads to higher customer satisfaction and retention.
  • Real-Time Notifications – Agents get alerts when a conversation needs human intervention.
  • Analytics & Tracking – Monitor agent handoff success rates and track customer satisfaction improvements.
August 1, 2024

WhatsApp Integration Completed

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.

What’s New in WhatsApp Integration

  • Businesses can now deploy AI chatbots on WhatsApp for automated customer interactions.
  • Instant AI responses to customer messages with natural language understanding.
  • Improved response efficiency with chatbot-driven automation.
  • Supports global businesses with localized, multilingual chatbot capabilities.
February 21, 2024

ChatFlow 1.0.0 - Official Launch

ChatFlow 1.0.0 is now live. This update introduces major AI-driven automation features specifically designed for Caribbean businesses, making customer interactions more natural and efficient.

What’s New in ChatFlow 1.0.0

  • Caribbean Dialect AI – First chatbot optimized for Caribbean English
  • Real-time Sentiment Analysis – Instant customer mood detection
  • Multi-Channel Support – Websites, WhatsApp & more (coming soon)
  • Embeddable Widgets – Customizable chat interfaces
  • Analytics Dashboard – Track interactions & insights