October 2022
New: geo routing
This new routing method allows you to redirect your visitors to respondents located nearby. Geo routing also enables you to combine a geographical location with a specific skill in order to assign conversations to the most relevant respondents. More details in the dedicated article.
Live shopping: several new features
- It is now possible to use iAdvize chat on the replay of your Live Shopping events. More information in our dedicated article
- The "landscape" mode is now available for live events. Learn more about this configuration
- You can now broadcast your event simultaneously on your website and on your social platforms. Learn more about multistream
Custom buttons: an engagement method integrated to your website
A new version of the custom buttons (previously called fixed buttons) is available to better adapt your usages - they are templates of code to customize available in our developer platform. You can also find our design tips for this specific format.
Also...
- When sending the conversation history, or when a respondent sends a new answer (asynchronous mode), you can now choose to hide the content of the conversation to protect the privacy of the exchanges. More information in the dedicated article
- The Intent Manager interface is evolving to help you to continuously improve the performance of your artificial intelligence.
September 2022
Chatbox is now displayed by default on the call channel
This unifies the experience with other channels such as video, and allows respondents and visitors to exchange links and files more easily.
August 2022
Agents can now switch to video from a chat conversation
When this channel is enabled in their account settings, agents can now offer their visitors to switch from a chat conversation to a video conversation, whether they are working from the desktop version or the iAdvize mobile app. More information in the dedicated article.
Aploze: new analytics dashboard
In the Aploze administration, this new dashboard allows you to track audiences, registrations, interactions, user behavior and business indicators.
July 2022
Agents can now view their indicators.
Agents can now view their performance indicators, either from a widget on the conversation panel for their performance of the day, or in a dedicated dashboard, once an administrator has activated this setting.
More information in the article for agents and in the article for administrators and managers.
June 2022
New version of the mobile SDK
With version 2.5 of our mobile SDK, you can now use the video channel on a mobile app. Find here the documentation for iOS and Android developers.
Authentication of conversations: beta available
This new feature, available in beta, allows you to authenticate your visitors before or during a conversation, and to continue it in full confidentiality. More information here
May 2022
Bots: personalized, dynamic and image-based scenarios
Two new features allow you to enrich the scenarios of your bots :
- API connections allow you to send or retrieve information from a database, whether it is your own, or associated with a tool (CRM, stock or shipping tracking). More information here.
- Carousels allow you to propose a "rotating" choice of images, with texts and links. You can propose this choice in a fixed way, or dynamically, also using an API connection. More information here.
April 2022
New design currently deploying on the conversation panel
We're currently deploying a new evolution of the conversation panel: more ergonomic, more playful and more intuitive. More info here.
New notification format: mini badge
Especially suited to mobile navigation, the mini badge notification is twice smaller as the classic badge. It's also animated to catch visitors' attention. More details here.
Custom roles to manage confidentiality
You can now customise iAdvize's standard roles by closing access to certain information (reporting, indicators, respondent's names and data, etc). More details here.
Other news
We made improvements to the mirroring feature of the iAdvize mobile app. The new view is more efficient and more in synch with the visitors' navigation. More info on mirroring here.
March 2022
WhatsApp: create your business account from iAdvize
You can now create or associate your brand's WhatsApp account in full autonomy, within the iAdvize administration. More information in the dedicated article.
Bots: transfer delay setting
You can now set the maximum waiting time for a transfer to a human respondent when creating a bot scenario, before the default transfer failure message is displayed.
Aploze: new polling feature
The new polling feature allows you to interact with your audience during your live commerce events, as well as to target them more precisely based on their responses.
February 2022
Conversation panel apps now available on mobile
It is now possible to develop your own built-in apps, not only for desktop use on your respondents' browser, but also for use on the iAdvize mobile application. More information on this new feature in our developer documentation.
Importing bot intents and expressions
You can now export and import the intents and expressions needed for your bot's intent detection (NLU) to work properly via a csv file to facilitate processing. More info here.
Other news...
January 2022
Apple Messages for Business is now available on iAdvize.
iAdvize now includes Apple’s messaging service among its offer of messaging channels, for an innovative messaging experience that’s fully integrated into your customers’ journey.
More information about this new feature here.
December 2021
Handle your third-party app conversations according to the time and day
You can now filter conversations initiated on third-party channels (WhatsApp, Facebook Messenger, SMS, Apple Messages for Business, Twitter, Facebook) by the time of day and day of the week, for example, to redirect them to a different bot or distribution group based on these criteria.
November 2021
Conversation panel apps
It’s now possible to develop your own apps to integrate into your respondents’ conversation panel, thus connecting your panel with your CRM, knowledge base, order tracking app or product catalogue. More info here. 
Rich link preview in the chatbox
When respondents share an URL in the chatbox, an image will be displayed in case there’s an OpenGraph tag or a fallback. More info here.
Extended disconnection time for the mobile app
When the mobile app is active in the background, its disconnection time is now longer: respondents (agents & ibbü experts) can receive conversations for 30 minutes (instead of 30 seconds previously). Unanswered conversations are re-rerouted after 30 seconds. More info here.
Other news
- In the Routing tab, a search field now allows you to find your routing rules more easily.
- You can now filter results by routing rule in the Live activity report.
- In the intent manager, you can now search among all intents listed in a specific language.
October 2021
New ergonomics in the conversation panel
On their conversation panel, respondents now have a toolbar from which they can choose the tools they need to handle a conversation. When they activate full-screen mirroring, their chat window is now displayed over their view of the visitor’s screen for a more comfortable experience.
3rd party apps; bots & satisfaction survey
A satisfaction survey is now available on 3rd party messaging apps such as WhatsApp and Facebook. Chatbots (already on WhatsApp) are also available on Facebook Messenger, in order to offer a unified conversation across all channels.
Send notes to agents from the Live activity report
From the Live activity report (new name of the Production report, designed to replace the Supervision report), managers and admins can already oversee an ongoing conversation. Now they can send a message to agents they are currently overseeing, as they could previously do from the Supervision report.
New filters in the Conversation report
The Conversation report continues to evolve: you can now do a keyword search, filter conversations by user group, and our new “chat to video” channel is now available in the channel list.
Bots: alternative actions
In the Bot builder, you can now program an alternative action in case of transfer failure (which may happen when all respondents are unavailable).
Chat to video: camera is no longer mandatory for visitors
You can now disable the camera by default, or completely disable the video on the visitor's side for the "chat to video" channel, since visitors who might like the video experience are sometimes uncomfortable being filmed.
September 2021
Chat to video
It’s now possible to switch from chat to video for agents using the iAdvize app. This conversational experience, more visual and more immersive, aims to facilitate product demonstration, for in-store salespeople, for example. More information here.
And still…
More and more iAdvize users can leave their old iAdvize homepage (former Supervision report) in favor of the Live activity report. On this beta, unified filters will also allow you to navigate more easily between reports, and to better compare performances between channels. More details in the dedicated article and in the video below:
Other news
- when respondents choose to display the mirroring feature on full screen from their conversation pane, they can now directly access their conversation window by displaying it over the visitor view
August 2021
New navigation experience between reports
iAdvize users will progressively be able to change their home page from the old Supervision report to an upgraded version of the Production report, now called Live activity report. Unified filters will allow you to navigate more easily between reports, and to better compare performances between channels. More details in the dedicated article.
Other news…
- a new notification format allows you to engage your website visitors to start a conversation on WhatsApp
- agents can now chat on 3rd party channels (SMS, WhatsApp, Facebook Messenger) for the iAdvize App
July 2021
New version for the mobile SDK
Plus d’informations ici. Thanks to this new version, users of your mobile app will benefit from the same quality of experience as your website visitors: bots, rich content, a continuous conversation between devices. More information here.
Bots can now chat on WhatsApp
Bots (classic bots as well as intent detection bots) are now available on WhatsApp. They can handle the beginning of conversations with your visitors - making it easier for your agent on this asynchronous channel.
As a rule, notifications won’t be displayed twice
Now, if a visitor closes a notification during their browsing, no other notification will appear for the rest of their session. There is now a “force notification display” button in case you want to overrule this new default setting.
Other news
- in August, your contact indicators change slightly, in order to provide more consistency between channels. More details on this evolution here.
- a new notification format allows you to offer a choice to visitors between chat or video
June 2021
Production report: monitor your agents' status on all your channel
In your Production report, you can now monitor your agents' availability status on all channels: chat, call, and third channels, following the same colour code as the conversation panel.
- red: agent switched to "unavailable" (they might be chatting but won't receive new messages)
- orange: agent is available but is 100% occupied as they reach the maximum number of conversations
- green: agent is available and at least partially occupied
New features related to data protection
- in conformity with GDPR, it is now possible for a visitor to delete their email directly within the chatbox (after they shared it to receive email notifications)
- in conformity with CNIL (French personal data authority) if visitors refuse cookies when landing on your site. you can ask for their consent again directly within the chatbox before they engage in conversation
May 2021
Find and analyze your undetected intents
In the Automation report, a new KPI, the Intent fallback rate indicates the number of conversations when the bot couldn’t link an expression to a known intent. You can export the sentences to analyze them and integrate them into your intent manager. More information here.
Other news
- you can now copy a bot from one project to another in your bot builder! More info here.
- you can now delete an intent in your intent manager. More info here.
- on June 1st, iAdvize will stop all developments specific to Internet Explorer 11 and Edge Legacy, before we stop supporting these browsers entirely on August 17th. More info here.
April 2021
New features available for our intelligent bots
Two new important features will further improve intent detection for our intelligent bots:
- intent libraries containing standard intents and expressions for different lines of business (retail, insurance, finance, telecommunications & travel)
- entities: they will complete and nuance your existing intents. More information here
Other news
- to further ease conformity with European regulations iAdvize now only uses 1 cookie: vuID (for a 12 month duration). More information here
- in your Insights report, you can now manually delete keywords from your list to get a more relevant view. More info here
March 2021
New live monitoring in the Production report
Now you can see a detailed list of online and active respondents in the production report, sorted by routing group, for all your communication channels and projects. More information here.
New: intent fallback rate
In our Automation report, you can now visualize the success rate of intent detection in your bot scenarios. More information here.
Other news…
- proactive bots can start a conversation on highly visible notifications such as message and chatbox
- the chatbox GDPR form now includes an external link: you can now send your visitors on a dedicated page of your own website
February 2021
Augmented intelligence now available in 7 languages.
iAdvize’s Augmented Intelligence, allowing you to analyze your visitors’ intents is now functional in German, Spanish, Italian, Dutch, and Portuguese (French and English were already available)
Opening of WhatsApp private Beta
You can now benefit from iAdvize’s partnership with WhatsApp to engage with your visitors on the world’s most popular messaging app by entering our private beta.
New ibbü sign-up
The ibbü app & website now include a sign-up for experts - its purpose is to ease and accelerate their entrance into the ibbü community.
December 2020
Production report: live & more interactive
You can now read live an ongoing, pending or snoozed conversation from the Production report, and even release pending conversations to un-assign them from a respondent and send them back to the queue of the original routing group. More information here
New features in the Bot builder
You can now enter several messages at the same time, up to 5 images, Links enriched with images, or pdf files in a bot scenario thanks to the “rich content” card.
You can also preview the cards you are currently creating, and test the way your scenario unfolds in the bot builder.
Other news
- during a video conversation, the visitor can now see the video flow of a respondent, even if they de-activated their own camera and microphone
- you can now adjust the position of the notifications and the chatbox in the associated builders
- the filter “engagement campaign” is now available in the Insights report
November 2020
New Conversation panel design
The conversation panel for agents and ibbü experts evolves. All the original features remain, in an updated design.
New automation report
A new report allows you to follow the performances of your fully or partially automated conversations on iAdvize : distribution among all conversations on iAdvize, scenario completion, impact over time and scenario modifications. More information here
October 2020
Alpha version of our new bot builder with augmented intelligence
In the new “Automation” section of iAdvize, you can find our new bot builder, that will allow you to quickly create a new bot scenario and to analyze the performances of its different versions. In the intent manager, you can train our artificial intelligence so that it understands your visitors’ questions (Natural Language Understanding). More information about this new feature here.Find iAdvize within the iAdvize admin
When browsing iAdvize, you can now find tips and relevant content to improve your use of the solution, by chatting directly within the solution with our customer care team!Other news
- the translation tool already available on the desktop version of the conversation panel is now available on our mobile app.
September 2020
New: the Insights report
The insights report significantly improve the analysis of your conversations, thanks to:
- word clouds
- trends
- popular categories
- satisfaction distribution
More monitoring in the Production report
You can now
- read conversations in progress (on-going & snoozed conversations)
- take action, by transferring or closing them
- follow the load of your conversation queues and the asignation of your messages
Other news
- In the Conversation report, you can now export conversations in .csv
- Conversation history is now visible by respondents in the iAdvize and ibbü mobile apps.
August 2020
Video conversation now available on our mobile app
The video feature is now available on the iAdvize mobile app for agents that were given the possibility. Cross-device video conversation (from desktop to mobile, and reversely) is also possible. More information here.
Live conversations can now be snoozed
The "snooze" feature, already available for routing strategies with active conversation queues, is now available for all respondents. More information about this feature here.
Other news
- New “language” column for pending, ongoing and snoozed conversation in the production report.
- UI improvements on the ibbü quiz.
July 2020
Chatbox (Messenger) Header customization
You can now modify the information displayed in the chatbox header : avatars, availability of the respondents, average response time… before and during the conversation.
Other news
- Our mobile SDK is now compatible with Objective-C language.
- You can now review the number of closed conversations over time in the Production report.
- You can now filter the CSAT by engagement campaigns in the Customer Experience report.
New design for the conversation window
A new version of the conversation window is now available for all respondents (i.e. agents, ibbü experts and community ambassadors).with a wider view of the conversation flow. On the right, a new tab displays all the information available on the visitors, as well as all possible actions.
New: re-assignment after snoozing
When snoozing a conversation, respondents can now choose whether or not they want the conversation to be assigned to them once the delay is expired, or when the visitor answers. If not re-assigned to the same respondent, the conversation is assigned to an available respondent from the same distribution group.
Other news
- In the Customer Experience report, you can now visualize the CSAT by engagement campaign
- Visitors can now close notifications that appear with the badge format on the mobile version of your site.
- It is now possible to sollicit ibbü experts for personalized goals and remunerations (bonus missions)
Video channel now compatible with our new chatbox
You can now associate our rich conversational experience with the video channel, which has grown very popular with the Covid-19 crisis, and offer a premium experience to your visitors.
Unified experience for third-party channel messages
Messages coming from social networks, messaging apps and SMS will now be displayed the same way as chat messages. In the administration, you can now monitor the activity of these channels in the production report.
New composition area on the conversation panel
On the conversation panel, this new, flexible composition area adapts to the size of the agents’ messages and includes a new emoji panel, native to the browser. This new composition area is also accessible from the keyboard tabulation.
Updated Salesforce & Zendesk Apps
Mise à jour des Apps Zendesk & Salesforce
La dernière mise à jour de l'app Zendesk vous permet de faire remonter l'ID de conversationla dans vos formulaires Zendesk de conversation iAdvize. La nouvelle mise à jour de l'app Salesforce bénéficie d'un guide d'implémentation simplifié.
The Zendesk app update now enables you to get an iAdvize conversation ID in your iAdvize Zendesk forms. The Salesforce app update comes with a simplified implementation guide.
Other news
- you can now unblock agents blocked on Facebook and Facebook Messenger after 24h without an answer.
- agents and ibbü experts can now tag ended conversations when using the mobile app
April 2020
Improvement of the waiting time for conversations coming from a queue
When a conversation coming from a queue has not been handled by an respondent (agent or ibbü expert) in 24 hours, it automatically goes back to an other respondent form the same routing group.
New gamification system for ibbü experts
Experts can now measure and compare their performances with their peers’ in a weekly ranking, based on a point and level system.
Better monitoring of agents in the Production report
By clicking on the categories of ongoing, snoozed, or pending conversations, the 20 oldest conversations are now displayed in order to give you a better idea of the current activity.
Other news
- The SDA ID of the respondent is now displayed : in the menu of the conversation panel - this ID can be required to use our Click to call feature
- New data available in the conversation export: conversation tag, group name and name of the routing rule
March 2020
Chatbots now initiate conversations
iAdvize native chatbots, designed with our Bot builder, now initiate conversations when a visitor clicks on a notification; no need for the visitor to type a question anymore.
New interface for engagement campaigns
This new interface is easier to understand and makes your campaigns easier to create and more efficient. Your campaigns are now divided by communication channel. All existing campaigns will migrate on this new version by April 15th.
Other news
- CSAT is visible by group in the Customer Experience report: a useful feature for admins and managers without assigned groups; at the moment, others will only see the grades of the groups they belong to. Ultimately, you’ll also be able to see view by subgroup
- New version of the mobile apps (3.8): users can now create, modify or delete their own canned responses directly from the apps.
- New on operator’s desk : a notification warns operators if they leave the desk while they are having conversations in progress. This message will allow them not to forget to handle their conversations before leaving the desk / disconnecting. And thus help not to impact conversation handling time.
Improvement of the visitor experience on the Messenger (chatbox)
We keep improving the ergonomics of our Messenger for visitors:
- a check mark indicates that their last message has been sent
- an anchor automatically brings them back to the first of their unread messages
- our Messenger now supports Markdown, allowing many customisations for thrid-party chatbots
- visitors can now preview images without opening a new tab. The Messenger remains visible, allowing the visitor to send messages while looking at the image
Advanced research in Conversations
You can now search by keywords and filtrate the Conversations Report by automation level: fully automated, partially automated, non automated.
You can combine all the existing filters, for example:
- to know the volume of fully automated conversations led by an internal or external bot (automation + agent filter)
- display only the fully automated conversations where your visitor left or reached the end of the scenario (automation + “specific sentence” filter)
Other news
- the Conversation and Customer experience reports become multi-project; you can now select several projects (=websites) in your Conversations and Customer experience reports to aggregate their data.
- weight reduction of the Messenger (chatbox): the many innovations made to improve the customer experience had increased the weight of our Messenger. It has been optimised from 285 to 160 KB, with the same features. Improvements are still going to further improve this performance in the coming months.
More detailed Customer experience and Conversation reports
You can now visualise your Customer experience report by note, by respondent, by engagement rule and by routing group. In your Conversations report, you can now see directly the satisfaction rate and transaction for a given conversation.
Further customise your Messenger
You can now further customise the miniature version of your Messenger: icon, color, size and radius, as well as its position on your website.
Other news
- New GDPR consent form: this new form, easy to install on our Messenger, improves the visitor experience and lowers the refusal rate.
Comments
Hello,
The news and product updates for October 2022 are online.
Check them out in our "Changelog" section.
iAdvize - Customer Experience Team