Konnect Insights Release Note - 8th January 2024 - Konnect Insights - A unified customer experience management platform ...

Release Note

Konnect Insights Release Note – 8th January 2024

We are thrilled to announce the latest Application Release Note of Konnect Insights, our Customer Experience Management platform. This release brings valuable enhancements and new features to streamline your operations. Here’s what’s included:

1. Introduction of Line Messenger:

We have recently added Line Messenger which can be added as a Social Profile to capture your Messages and reply to these conversations. As part of delivering a wider channel coverage, this is another major enhancement for brands who have presence on Line. 

2. Ticket Notes Tagging and User Notification:

Enhance your customer support/social care by tagging your agents/users in ticket notes. The tagged users will receive instant notifications on specific tickets, ensuring a swift and efficient communication process.

Use Case: An agent/executive can utilize a Ticket Note for critical escalations, tagging their Managers or Supervisors for quick access to essential cases. By highlighting the note, the Managers or Supervisors will receive a quick notification and they can then view this on the application. 

3. Agent-wise Queue Mention Analysis:

Optimize your workflow with the Agent-wise Queue Mention Analysis widget. This report provides insights for your team’s performance while they are working under the “Queued Messages’ section on our platform and helps you gain valuable insights into the number of open, reopened, and work-in-progress tickets assigned to each agent.

4. Instagram Reel Watch Time Analytics: 

Stay informed about your Instagram reel performance with the new Instagram Reel Watch Time analytics.

5. Bitly Integration for Ticket Replies:

Improve link management by integrating Bitly within Konnect Insights. Share Bitly links seamlessly as a DM link while responding to tickets. This feature will work once the Bitly option is enabled in the ticket setting.

6. X Updates:

6.1 New X Logo: We’ve updated our platform to include X’s latest logo.

6.2 Reply Restriction for X Posts: Control your X post interactions by restricting who can reply. 

Navigation :  Publish> Select X Profile> Click on Everyone can reply dropdown to set your preferences.

6.3 X Polls on Konnect Insights: Engage your audience by creating and publishing X polls directly from Konnect Insights. 

We are dedicated to providing you with cutting-edge tools and unparalleled support. For any queries or assistance, our support team is always available to help.

Thank you for choosing Konnect Insights. Here’s to your continued success!

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