August focused on making Pleased easier to set up and faster for agents to work in, while giving teams more control over customer conversations.
We also shipped a wide range of reliability, usability and integration improvements across Live Chat, AI, Tickets, Voice, Email, Social Channels and the Knowledge Base.
Getting started & onboarding
- Getting Started checklist - New workspaces now include a checklist covering Live Chat, Email, team members and the Knowledge Base. Steps automatically complete as the workspace is configured, or admins can mark them as complete manually.
- Improved workspace invitations - Invite emails have been redesigned with clearer workspace information, a direct console link and invitation expiry details.
- Better defaults for new workspaces - New workspaces now start with a default ticket view showing tickets that have not been closed.
- Chat Widget setup - Chat Widget configuration has moved into the Channels area of Settings, creating a more consistent setup experience.
Live Chat & AI
- Skip to Live Agent - Workspaces can now allow customers to bypass the chatbot, categories and AI and go directly to a human agent. Live Chat, Voice and Open Request can be configured independently.
- Chat reassignment visibility - When a live chat is handed to another agent, the reassignment is now shown directly within the conversation.
- Accept or ignore incoming chats - Agents can accept or ignore incoming chat requests directly from the notification banner. The state is synchronised across browser tabs to reduce duplicate handling.
- Guest CSAT - Customer satisfaction surveys can now be presented to guest chatbot users.
- Improved AI handoff - Multiple tags can now be applied during AI handoff without preventing the associated ticket from being created.
- Chat lifecycle events - Websites hosting the Pleased Chat Widget can now listen for chat start and chat end events.
- More accurate chat duration - Chat duration is now calculated from the point an agent accepts the conversation, where agent acceptance is enabled, and can no longer produce negative values.
- Clearer abandoned and missed chat reporting - Chat classification has been refined to better distinguish between customers leaving immediately after assignment and conversations that remain unaccepted by an agent.
- Improved CSAT experience - Labels and supporting content on the chatbot CSAT screen have been updated for clarity.
- Fixed an issue that could leave some AI chat sessions stuck when conversations were created at the same time.
- Fixed an issue affecting the guest Live Chat flow when Skip to Live Agent was enabled.
- Fixed an issue where conversations could be incorrectly marked as abandoned shortly after agent assignment.
- Fixed an issue that could cause chat messages to use outdated timing information.
- Fixed an issue where chatbot search did not work correctly in some flows.
- Improved handling of unexpected errors within the Chat Widget.
- Improved recovery from temporary connection errors during live chat.
- Fixed an issue where conversation icons did not always follow the configured workspace theme.
Tickets & agent workspace
- Customer Profile in Ticket View - Customer details are now available in a dedicated panel directly within Ticket View, including for voice tickets.
- Improved first reply reporting - Agent first reply timestamps now use the actual first-message time more consistently.
- Long ticket subjects - Ticket subjects that exceed the supported limit are now automatically truncated.
- Fixed an issue affecting the multi-panel console layout.
- Fixed inconsistent filtering within some Help Desk views.
- Fixed an issue where some tickets could be incorrectly categorised within handover reporting.
- Fixed an issue where stale information could sometimes remain visible after an update.
- Fixed an issue where some user status controls were not displayed correctly.
- Fixed an issue that could occur when the same tag was created simultaneously.
- Improved compatibility with older Chromium-based browsers.
- Added missing translations across parts of the console.
Automations & customisation
- Automation Builder - A new Automation Builder is available within Settings for managing ticket triggers. Admins can view and search triggers, configure conditions and actions, and define when they should run.
- Improved multilingual customisation - Theme and chatbot customisation now provide more consistent support for workspaces using multiple languages.
- Safer domain configuration - Improved handling of shared domain authentication settings to prevent configuration that is still in use from being removed.
Knowledge Base
- Image zoom - Images within Knowledge Base articles can now be opened in a larger view with zoom and pan controls.
- AI Knowledge controls - The Make Priority option for Knowledge Base articles is now shown only for workspaces with AI Knowledge enabled.
- Improved article formatting - Blockquote styling has been restored within published Knowledge Base articles.
- Improved the handling of requests made by the public Knowledge Base.
- Fixed a build issue affecting the public Knowledge Base portal.
- Improved outbound email setup - Fixed issues that could prevent outbound email configuration from completing successfully.
- Fixed an issue affecting
@characters within email forwarding configuration. - Improved the reliability of workspace and brand placeholders used within templates.
- Improved error handling during email configuration.
Voice
- Fixed an issue affecting guest voice conversations when the same phone number was already associated with another customer.
- Fixed an issue where incorrect customer information could appear during some voice conversations.
- Fixed an issue that could affect handoff from Voice AI to a live agent.
- Improved recovery when an agent assignment fails during a voice conversation.
- Fixed an issue where an unsuccessful voice assignment could leave the agent in an incorrect state.
Social Channels
- Clearer disconnected states - Reply functionality is now disabled with an explanation when a connected social account is unavailable.
- Improved reliability when connecting Facebook Pages.
- Fixed an issue affecting Facebook connection setup for some newly created workspaces.
- Facebook Page subscriptions are now refreshed when an existing page is imported again.
Pleased website & signup
- Improved the Pleased signup experience, including clearer plan summaries and the removal of duplicate pricing information.
- Improved search metadata, canonical URL handling and descriptive image information across the Pleased website.
- Added cookie consent controls to Pleased.com.
- Improved image delivery across feature pages to reduce unnecessary image size.