February comes with a whole bunch of updates across our stack, the main focus for this month in regards to what was released is around:
And various other new features, updates, and bug fixes along the way.
Check out the full details below
Added an Elevio wide ticket deflection benchmark to compare your deflection rate against, you can see this in your ticket statistics report
You can use the Visualizer to add links that open the Assistant to the home screen
Hotspots added via the Visualizer for opening Modules can now be limited to being shown once per user, just like with articles
In the Support module, you can now link to external form for creating support tickets. This is helpful if you have complex forms you'd like users to fill out for your support integration
If the situation requires it, you can now rotate your account secret.
Cross-article anchor links now work when used with the
data-elevio-article attribute for manual article linking (see the docs here)
All customers have been migrated to use the new Smart Groups feature for access control
The support module now has the new GateKeeper for ticket deflection rolled out to all accounts (if enabled).
GateKeeper: Made it more visible that GateKeeper is disabled, and added quick access to enable from the reporting page
GateKeeper: Suggestions page is no longer shown when there are no suggestions
Fixed an issue with onboarding getting caught in a loop
Fixed an issue with floating images in the Assistant and Editor preview
Fixed an issue with GateKeeper suggestions display in Internet Explorer
Fixed an issue where positive deflection page was flashing erroneously for ticket submissions
Fixed navigation on click of
back in the Assistant after ticket deflection
Added the ability to show/hide related articles in the Articles module
Added ability to enforce 2FA company wide
GateKeeper reporting performance improvements, to speed up deflection reporting
Kustomer Integration for support tickets and docs syncing
Allow hiding "Related Articles" from the article module
We now prioritize keywords over title and body so customers can more effectively influence search results
Support form in the Assistant is now protected with reCaptcha to reduce spam
Better support for using applying additional filters to
elevio_posts_tax_query for categories for custom WordPress syncs
Reporting fine-tuning for speed improvements (up to 60% improvement in latency)
Search engine upgraded. Bringing with it enhancements and bug fixes.
Replaced login / registration pre-app screens with a cleaner design
Fixed an issue with the sync autolinker only interlinking selectively.
Fixed up an issue with prematurely logging out users
You asked, we listened.
For any report in your account, you can now download the raw data for the chart of table data. Just click on the export button beside any chart or table like in the image below.
We'll supply the data in a single CSV file that you can then use as you see fit for your own purposes.
Previously, you could allow your users to leave feedback on your content when viewed via the Assistant. Now, you can let them leave feedback if they're viewing the content via your main knowledge base.
Of course, it makes sense that you can also see this feedback via the reporting, so we added that too.
In another case of "you asked for it, you got it", we spent a lot of going through all the feedback that has been provided on our editor environment to find out what the most important or annoying things were. In the end, we decided to part ways with the editor that we'd used in the past, to opt for something that we would have more freedom with and get you what you needed.
As a quick peek at what's available, just look at all the buttons on the new toolbar!
The most requested feature (and most annoying thing to have missing) was to add support for managing tables.
We're stoked to say this new editor has full table support
Pretty close behind that, was allowing better access to edit the underlying HTML of an article so you have full control (no more ugly HTML blocks), we even made it nicely colored for you:
So if you haven't already, go an edit an article to check out the new editor and get a feel for it and all it brings.
To help give you everything you need to help your uses when they submit any custom form you have setup, previously we allowed you to send through debug information if the form was sent to an email address.
Now, we also allow you to have that same debug information sent to you if you're using a webhook as your form destination.
You can checkout the format of the webhook data so you can use the new debug information here: https://docs.elevio.help/en/articles/81641-custom-form-webhooks
Earlier in the year, we released Smart Group Access Control to make it easy for you to define groups of users that you can reuse later for locking down which users could access which modules in your Assistant. You can now use those same Smart Groups to easily manage access to your content.
More details on this can be found here: https://elevio.releasenotes.io/release/90qne-smart-group-access-control-for-content
User feedback form in KB
New base editor
Smart Group Access Control for Content
Debug data added to custom form webhook
Previously, we had two separate reports for searches. One that showed when searches had results, and another for when the searches had no results.
This update combines those two reports into a single report so you can get a clearer high-level picture of what people are searching for, whether the search was successful (shown in green) or not (shown in amber). This helps to show you the hit-rate (the grey line, showing the percentage of searches that were successful), to give you an idea of how thorough your documentation is, and your level of coverage.
Ideally, you want to aim to keep your hit rate above 90% to increase your coverage and keep your users encouraged that the help they need to self-serve is available.
Here's a snapshot of our own search results:
At an 89% hit rate, we're falling short of the 90% goal... looks like we've got some work to do. So we can filter the results table that sits below the chart, to show us only search misses (searches that had no results) to help increase our coverage.
While there are some obvious test searches in there from people, we can see that there have been some searches for "glossary", "tour", "manuall", so we can use those as starting points for some new help content to improve our coverage.
Search hit rate report
Combined "Searches with results" and "Searches without results" into a single report
We released a more powerful way to help your users solve their own questions, and reduce your support load. Codenamed GateKeeper, it's available for all customers using the support module.
This was a large enough update to receive it's own release notes, which you can dive into here: https://elevio.releasenotes.io/release/40sDx-gatekeeper-for-ticket-deflection
Another major update for this month that warranted its own release notes, was the redesign of our main layout to be much cleaner, easier on the eye, and easier to navigate. It also came with two new sections on the dashboard to improve clarity and speed in getting where you need to go, and seeing what's going on with your account.
Smart Groups are a way for you to define segments of users, so you can control what modules they have access to (soon this will also be used for article access control).
When creating a rule for a smart group, from the list of comparators, there's a new option for " matches ". If you select this option, you can enter in a regular expression to match on.
To make managing your content easier, we've worked on a few things that have be repeatedly requested (Thanks! Keep the feature requests coming):
To help in quickly releasing or removing a set of content in one go, you can now check a box for each row, and click on the bulk actions, Publish or Delete.
Previously, wherever you created the category... that's where it stayed. Now, you can move any top level category to sit below another top-level category, or, move a sub-category to belong under a different top-level category to the one it's currently under.
Rather than needing to open an article within the editor, now you can quickly peek at it to make sure it's the article you're thinking of first, or just to get a refresher of what's in that article.
This is available from the content dashboard now and will be getting rolled out to the reporting tables shortly.
When managing your content, you can now bulk publish & delete
Added support for moving a category to be a subcategory of another top level category
Added article previews from content dashboard for quick peeks (coming to other areas soon)
Added regex support when creating smart group rules
Fixed a short lived issue where
img styles bled outside the Assistant styles, causing issues on hosting sites
At Elevio, we're all about making the in-app experience for your users as fluid as it can be, and keeping them moving rather than being stuck in a queue waiting for help.
That's why we've spent a lot of time working hard on our ticket deflection feature we're calling GateKeeper.
Less Support Load.
When your user enters in their query in the support module, GateKeeper uses transfer learning (a type of machine learning technique) to tear apart their request and find the most relevant sections of the most relevant articles in your knowledge base and presents them to the user as suggested help.
It's like having someone on your support team respond to the customer before the ticket is even submitted.
Reporting from our beta testers showed more success than we could have dreamed, with overall deflection rates around 15%.
(This will be dependant on the depth and breadth of your content.)
To help bring extreme clarity to your team and show you where people are getting stuck, you can view a report that will show you what the customer intended to send, what suggestions they were delivered, and which suggestion solved their issue.
This means you're able to uncover where things are causing friction in your product, even when you don't hear about it.
Check out a sample report from our own account below:
In a much-anticipated release, you can now create helpers & hotspots on your site that will disappear after your user has viewed them. This is perfect for onboarding new users, or bringing attention to something new that you've just released, then removing that helper to keep your interface clean.
This coincides with an interface update to the visualizer and the main helpers admin area to streamline the flow of creating helpers for your site.
When creating your helper, you'll be given the option of when to show this helper, you can choose to show it "once per user" (in which case it will show for the user until they view it, then it will be hidden) or "permanently".
Or start using them now, at https://app.elev.io/helpers/
Sometimes if there's a lot going on, it's easy for the hub to get overwhelming. So we're starting a process of allowing you to further filter down what is shown, to help you more easily manage your workload, and the workload of your team.
The first available filter, is to show only the cards that are assigned to a specific user, which you can see below:
In a major update to allow more control over the visibility of your content, we're introducing the concept of Published vs Unpublished content (Draft).
This will allow you to safely create and manage content that remains hidden from your user base until you're ready for its full release, or, be able to take an article offline if it's deemed no longer worthy of public view until you can repair it.
To help with showing the state of an article, when editing your content you'll now see two distinct labels, status, and viewing.
Draft: If the status of the article is Draft, this means that no matter what, this article is not visible to your end users via the Assistant, the hosted KB, or anywhere else.
Published: If the status is Published, this meant that it is available for reading (pending any access control you have setup).
Revision In Progress: This means that you're currently looking at the very latest version of the article, along with any updates that have been made to it that aren't yet made public to your audience. As soon as you make an edit to an article, it will switch to this state.
Last Published: This means that what you're currently viewing in the editor, is the version that your customers have access to (assuming the status is "published").
If your content is in Draft mode, to get it into the hands of your users you'll need to publish it, which is as simple as hitting the green Publish button.
In much the same way, if your article is already public and you've made changes to it, you can hit the green Publish button to push your updates to be the latest version and available to your users.
If you need to compare the work you're currently doing against the original, to make sure that you're actually making an improvement and not making this worse, you can quickly toggle the view to show your revision, or the last published version.
When viewing your content dashboard, to make it easier to see what still needs to be approved for release, you can filter your content based on its publish status.
If you combine this with filtering by content that has revisions, you can easily see what content is a work in progress, and bulk publish that content when it's ready right from the content dashboard.
Mark content as unpublished
Mark content as unpublished (draft)
Filter by publish status and if the content has revisions
As a much-requested update, you can now manually create a new card for your team, and attach a specific article to it for reference.
This helps to streamline the process of improving your content over time by quickly flagging an article for an update, or by connecting an existing hub card to an article that you're working on to resolve the issue that's come up.
We've also rethought the layout of the screen to make your experience with the Hub more fluid and natural.
To help with finding the content that needs the most attention, or just help you find what you want to update, we've introduced a number of updates to the content dashboard to help you get your work done faster.
When viewing your list of content, to the top right of the list is a dropdown that will allow you to sort by the oldest or newest content, or if you're viewing a specific category you can display it in the same order that you're displaying it to your users.
Need to narrow down the content to just the content that a particular agent has contributed to, and in a certain period of time? Filters has you covered.
To help with seeing how people are using and reacting to your content at a glance, two new columns have been added to the content dashboard. Views, and reactions.
Article view count and reactions
To make it easier to see how much attention an article is getting while you're editing it, as well as if there's any open Hub cards for the article, there are now two new tabs in the right pane of the article editor.
Hub: Will show you an open cards, so you can quickly make the changes you know are necessary in one go, without having to jump back and forth, or make multiple back to back edits.
Reporting: This shows you two charts with the article views for the last 30 days, along with the upvote / downvotes. A table of the breakdown of where this article is being viewed the most is also displayed, to help show you the context in which the article is most viewed.
To help break up and explain longer custom forms, we've added in the ability to insert a heading, subheading, or a paragraph into your form. This is handy for when just displaying the fields isn't enough, and could use with a little more guidance to make sure your users fill in your form correctly.
Along with the new formatting fields, you can now add file upload fields to your forms.
Added formatting fields for custom form
Upload file field for custom form
Showing reporting numbers inside the editor
Show hub cards in the editor
Fixed issue with KB interlinks activating twice
Fixed scrolling issue on long articles
Fixed iOS input field issues
To help with controlling who can see what in your elevio setup, we've introduced a new feature: Smart Groups
With Smart Groups, you can use a set of rules to create segments of users that you can use for controlling access to modules.
Examples of this might be showing the support module to people who belong to a certain group, or to people who have an email from a certain domain. A great way to offer different levels of support to people on different plans.
You can create a smart group based off any of the following:
To get started with Smart Groups, look for Smart Groups under the Create dropdown menu item in your dashboard.
To learn more about Smart Groups, check the documentation.