Skip to content

release

What's New: Bot Hand Over, Inbox Alerts and Health Reports

chatworx team

This update is about the everyday work of a support team: never missing a new chat, handing over from bots cleanly, and seeing where conversations get stuck. Here's what's new.

Bot Hand Over, Done Properly

Bots are great for simple questions, but a customer should never be stuck with one. Every bot and chatbot flow now hands over to your team the same way:

  • When a flow reaches a Handoff step, the conversation goes to the right team, is auto-assigned to a team member if you've switched that on, and your agents get a "New chat waiting" alert
  • If a flow is switched off, removed from an inbox or runs into a problem, the conversation goes straight to a person
  • If a bot conversation goes quiet for 24 hours, it's handed over too

Bot conversations now carry a Bot flag instead of a separate status, and the new Bot view in your inbox shows everything your bots are handling.

Never Miss a New Chat

  • Desktop alerts tell you when a conversation is assigned to you, a customer replies, or a new chat is waiting, even when chatworx is in a background tab
  • A chime plays when a new chat arrives (you can mute it)
  • The tab title shows how many conversations are unread

A Faster Inbox

  • Simpler statuses: Open, Snoozed and Resolved
  • Sorting by latest activity, oldest waiting or unread first, so the customer who has waited longest is easy to find
  • Drafts stay put when you switch conversations
  • Ctrl+K to jump to a conversation, assign, label or insert a saved reply from the keyboard
  • Snooze for an hour, until tomorrow, until next Monday or a time you choose

Reports That Show Where Support Gets Stuck

The Reports overview now links to focused reports for:

  • Queue health: how many conversations are waiting, and for how long
  • SLA status: which conversations are close to or past their targets
  • Channel health: how each channel is performing
  • Routing performance: how conversations are being assigned
  • Automation outcomes: which rules ran, and what they did
  • Ticket aging and volume: how long tickets stay open, by type, owner and team

Multiple Tickets per Conversation

One conversation can raise more than one piece of work, such as a refund and a delivery complaint. You can now create several tickets from a single conversation. Ticket types (Complaint, Support issue, Order issue, Return / refund, Lead follow-up, General request) can be edited to match how your team works.

Team and Account Basics

  • Email invites: invite teammates by email, see who has accepted, and resend an invite if needed
  • Password reset and Change password in the user menu
  • Auto-resolve: choose whether inactive chats resolve themselves, with an optional closing message
  • Plan changes: if you move to a smaller plan, features it doesn't include are paused, not deleted

More Reliable

  • If a message can't be sent, it's marked "Message not sent" with a Retry button
  • Internal notes always stay internal

Get Started

If you'd like a walkthrough with your own channels, book a demo.

Back to all posts Back to chatworx