1. Ticket Settings : Track TAT Down to the Second - New Toggle option
The Turnaround Time (TAT) is now tracked down to the second, providing greater precision and more detailed insights into performance metrics.
In the downloaded data, TAT is displayed in the HH:MM:SS format for easier analysis.
Navigation:
- 2. Locate the option for Calculate TAT in the below format.
- 3. Select the dropdown menu.
- 4. Choose HH:MM:SS format.
2. Role Settings: Providing rights for Public & Private Reply.
This feature in Role Settings allows brands to manage and control how their agents interact with messages on their platform, providing flexibility in assigning permissions for public or private replies. Only the Superadmin has the authority to create these roles.
Private Reply Role:
- Agents with this role can only respond to private/direct messages.
- These messages are typically sent through inboxes or direct messaging systems.
Public Reply Role:
- Agents with this role can respond to public-facing interactions such as Tagged posts, Comments, Mentions, Public posts.
Steps to Create a New Role
Navigation:
For Private Reply Role
- 1. Click on Create New Role.
- 2. Enter the Role Name (e.g., "Private Reply Agent").
- 3. Under Page Permissions, select All Pages.
- 4. Check the box for Private Reply.
- 5. Click on Add Role.
For Public Reply Role
- 1. Click on Create New Role.
- 2. Enter the Role Name (e.g., "Private Reply Agent").
- 3. Under Page Permissions, select All Pages.
- 4. Check the box for Public Reply.
- 5. Click on Add Role.
3. Twitter (X) premium accounts can now reply to messages up to 4000 characters
Twitter (X) Premium users can now reply to messages with an extended character limit of 4,000 characters, a substantial upgrade from the standard 280 characters. This feature is designed to enhance communication capabilities for premium users.
Benefits: Brands and individuals can provide in-depth information or explanations without splitting replies across multiple tweets.
Enables seamless resolution of queries by offering detailed solutions in one comprehensive reply.
4. Automation: Automations can be enabled for Youtube Public Videos & Custom Tab messages
You can now set up automation specifically for YouTube Public Videos and Custom Tab Messages, streamlining workflows and improving efficiency.
For YouTube Public Videos
Navigation:
Steps:
- Enter the Automation Name (e.g., "YouTube Engagement").
- Set the Social Type to “Social Public Media”.
- Choose the appropriate Profile Selection.
- Select the Platform as YouTube.
- Click on Save.
Configuration:
- Set up the desired triggers, actions, and conditions for automation.
5. Queue Messages Configuration: Flexible Date Range Management
You can now adjust the date range of queued messages, offering greater control over how message queues are managed and viewed.
How to Enable or Disable Date Range Flexibility?
Navigation:
- Enable: Allows agents to modify the date range.
- Disable: Freezes the date range to the default last 7 days.
- 1. Go to Monitor and click on Settings.
- 3. Find the option "Can change the date".
- 4. Toggle the button:
6. Reply via Generative AI: Fix Spelling & Grammar and Translate
Enhance your ticket responses with two powerful new features: Fix Spelling & Grammar and Translate, leveraging generative AI for polished and multilingual replies.
Fix Spelling & Grammar:
- Automatically correct typos and grammatical errors in your responses.
- Ensure professionalism and clarity in all communications.
Translate:
- Seamlessly translate responses into various languages, enabling global communication.
- Break language barriers to provide excellent support to users worldwide.
Navigation:
- Fix Spelling & Grammar: Automatically corrects your draft.
- Translate: Select the target language for translation.
- 2. Open a ticket and draft your reply in the Reply Box.
- 3. Click on the AI Icon located to the right of the reply box.
- 4. Choose one of the following options:
- 5. Review the AI-generated response and send it when ready.
7. Omni-Channel: Add Threads as a Social Profile
You can now integrate Threads into your Omni-Channel platform, enabling streamlined management of your Threads account alongside other social profiles.
Steps to Add Threads to Your Social Profiles: Ensure you are logged into your Instagram Business Account.
Navigation:
- Click on Threads.
- Select Continue as "Your Instagram Username".
- Follow the on-screen instructions to complete the integration.
- A green pop-up box will confirm that your Threads profile has been successfully added.
8. Omni- Channel: Add WhatsApp Business
We’re excited to announce that Konnect Insights is now officially a WhatsApp Tech Provider!
You can seamlessly connect your WhatsApp Business Account through Meta and start managing your WhatsApp messages directly within Konnect Insights.
Receive messages as tickets on the platform.
Respond easily using pre-approved templates or direct replies.
Navigation:
- Click on Whatsapp Business.
- Fill the fields with necessary information
- A green pop-up box will confirm that your WhatsApp Business profile has been successfully added.
9. Escalate via Email: Email ID Suggestions in To, CC & BCC
Enhancing the Escalate via Email feature, you now receive email ID suggestions while populating the To, CC, or BCC fields, making it easier to send tickets to the concerned person.
As you type in the To, CC, or BCC fields, a dropdown list with relevant email ID suggestions appears, based on saved contacts or previously used addresses.
Minimizes the risk of sending emails to incorrect recipients by providing verified suggestions.
10. All Apps: SurveySensum Integration
You can now integrate SurveySensum with Konnect Insights, allowing you to collect customer feedback across multiple touchpoints and transform it into actionable insights to enhance your strategies.
Navigation:
- 2. Search for SurveySensum in the app list.
- 3. Click on Connect
- 4. Enter the required details, such as API keys or authentication credentials.
- 5. Submit the details to complete the integration process.
11. Publish: Add Video Title for LinkedIn Video
Enhance your LinkedIn posts with the ability to add a video title when uploading videos, making your content more engaging and discoverable.
Navigation:
- 2. Add your LinkedIn Profile.
- 3. Click on Upload Media and select a Video File .
- 4. Enter a LinkedIn Video Title in the designated field (optional).
- 5. Finalize and publish your post.
12. Publish: Add Video Title and Video Category for Facebook Posts
You can now enhance your Facebook posts by adding a Video Title and selecting a Video Category to make your content more engaging and categorized for your audience.
Navigation:
- 2. Add your Facebook Profile.
- 3. Click on Upload Media and select a Video File .
- 4. Enter a Video Title in the designated field (optional).
- 5. Finalize and publish your post.
13. Publish: Edit and Crop Images for Social Media Posts
You can now edit or crop images directly within the publishing workflow, ensuring your visuals are tailored for any social media platform.Navigation:
Navigation:
- Enter custom dimensions in pixels.
- Choose and set predefined aspect ratios.
- Make adjustments and click on Export to save the changes.
- 2. Add your Social Media Profiles.
- 3. Click on Upload Media and select an image.
- 4. Once uploaded, click on the three dots on the image.
- 5. Select Edit/Crop.
- 6. A new window will open where you can:
14. Dashboard: Widget to add Daywise FRT
Enhance your dashboard analytics with the Daywise FRT (First Response Time) widget, allowing you to track and analyze daily performance metrics efficiently.
Navigation:
- 2. Select Daywise FRT from the available options.
Widget Configuration Steps:
- Chart Name: Assign a descriptive name to the chart.
- Groups: Choose the relevant groups for the data.
- Topics/Profiles/Clusters: Select the desired filters for deeper insights.
- Media Filter: Apply filters to refine the data further.
- Select Ticket Creation Date.
- FRT is always calculated on Ticket Creation Date
- Choose between Publish Date or Queue Assigned Date.
- Note: If you select Business Hours, FRT will be considered for the tickets received during Business hours only.
- 1. Once the widget is added to the dashboard, click on the three dots on the chart and choose Chart Settings.
.
- 2. In the Chart Settings, configure the following:
- 3. Show By Options:
- 4. TAT Calculation From:
- 5. Operational Hours: Define the time frame for analysis, i.e. Business Hours/Non Business Hours or Calendar Hours
- 6. Click on Save Changes to apply the settings.
15. Dashboard: TAT Analysis Widget
Elevate your dashboard analytics with the TAT Analysis Widget, which provides detailed insights into Average Response Time (ART) and Resolved Turnaround Time (TAT). This feature allows you to analyze data by day, agent, media type, and social profile master.
Navigation Path:
- 2. Select TAT Analysis from the available options.
.
Widget Configuration Steps
- Chart Name: Provide a descriptive name for the widget.
- Topics/Profiles/Clusters: Select the relevant filters for granular insights.
- Media Filter: Apply media-specific filters to customize the analysis.
- Choose between: ART (Average Response Time) or Resolved TAT (Turnaround Time)
- Select how you want to organize the data:
- User Wise: Analyze performance by agent or user.
- Day Wise: Track trends on a daily basis.
- Media Type: Break down data by media channels i.e. Web, Social media etc
- Social Profile Master Wise: Analyze by social profiles for deeper insights.
- 1. Once the widget is added to the dashboard, click on the three dots on the chart and select Chart Settings.
- 2. In Chart Settings, configure the following parameters:
- 3. TAT Type Options:
- 4. Report View Options:
- 5. Click on Save Changes to finalize the widget settings.
We hope these updates bring added value to your daily operations. For any questions or assistance with these new features, please don’t hesitate to reach out to our support team at support@konnectinsights.com.
