2025-04-08 Release
Platform version: 9.0.5, 1.17.32
And how does that make you feel?
Your chatbot just got emotionally intelligent. With our new sentiment analysis features, your chatbot can now evaluate and understand how your users feel about their interactions.
Sentiment analysis is a paid add-on. Contact your account manager to learn more.
Once enabled, the sentiment analysis add-on comes with a few key features:
Real-time sentiment analysis. Every message from your users to the chatbot and to live chat is now scanned for emotional tone (positive, negative, neutral).
Sentiment-based automation. Use sentiment to guide the user down the right automation path. If a user is feeling particularly, present them with more empathetic messages. You can do using the new
{{sentiment_analysis.type}}and{{sentiment_analysis.confidence}}variables.Sentiment insights. Dive into a set of fresh new metrics that monitor how your users really feel about their interactions with your bot and live chat agents. Learn more.
New live chat escalation rule. Escalation users to live chat based on how many consecutive negative messages were sent. Learn more.
Whether you’re looking to further empathise with your users, reduce churn, or increase satisfaction, this optional add-on will be a powerful ally to your automation.
Enhancements
We’ve introduced a
Bot is confidentconditional.We now prevent users from attempting to upload the same documents twice to generative AI.
Facebook Workplace is no longer visible, following our end-of-life plan. So long, old friend!
Improved some of the website & sitemap crawling capabilities for generative AI.
Bug fixes
Fixed a bug that prevented some files from sending between live chat agents and users via WhatsApp.
When removing a sitemap from generative AI knowledge, the pages would get deleted but not the sitemap itself. With 0 pages, a sitemap isn’t that useful to anyone. We now delete the sitemap automatically.
Fixed documentation links in the Teams channel.