Changelog
Follow up on the latest improvements and updates.
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Today we released some really important improvements! Things like allowing for agents to play an active role in growing the KnowledgeCenter for a parter, more efficiently managing communication in SupportSync and some other general fixes. Let's hop into the details :)
Knowledge Management
Ability to flag knowledge as missing
Now, when chatting with guests, agents have the ability to flag messages that we do not have the ability to answer due to a lack of documented knowledge.
Then, after the agent has flagged that message, we store the event in our database so that the Tailwind Operations team can reach out to our partner and have them add that knowledge to our platform.
Also, this same functionality has been added to SupportSync so when agents are chatting with a partner and they share something valuable with us that the message can be flagged as "new knowledge received" and it can be evaluated for adding to the KnowledgeCenter.
SupportSync
Introduction of the Alias tab
We have now added a third tab to a company's communication which allows for agents to access specific types of communication like 2FA codes. Also, more importantly, agents can now more easily access important partner communication on the intended tabs.
Improved handling of SMS creation
Now, when agents try to create an SMS conversation that already exists, we locate the existing SMS conversation and ensure that it is the conversation that is focused into their view.
General Improvements
Ability to view/add the Hubspot Company ID
On the company profile (admin portal), we can now view/edit/add the Hubspot company ID. This is important for older Tailwind customers to ensure that we store this information in our DB. Also, this is how we map customers properly between Tailwind and SmartRecruit. So, if this value is missing for a Tailwind customer and then they use SmartRecruit, we will have to manually merge them.
Watch out ChatGPT and Claude,
Extenteam's first ever AI feature is officially live!
We have been working on this one for a while (LOTS of testing and iterating already). We have put a really big emphasis on accuracy and clarity to reduce hallucinations and incorrect/misleading information being generated.x10chat is a question and answer interface where agents can interact with our x10AI large language model. Our x10AI model will be used on many future features and it acts as the
foundational piece of work
for this release. See the video below for an in depth walkthrough!How it works
Getting the data
In our platform, customers give us the following information:
- Policies and actions (at the company level or specific to a property)
- Property data ingested from the PMS/Airbnb/VRBO/etc
- Custom notes about a property given directly in our platform
This information is now used to act as the entire "universe of knowledge" for x10AI.
Using the information
All of the data we get from our customers is then stored in our vector database. When Agents ask questions to x10AI through the chat interface, we use our proprietary RAG (retrieval augmented generation) process to search the KnowledgeCenter of a customer (and property). We then evaluate which source of information is best suited to answer the question. The most relevant information is returned and x10AI generates a response to the agent in our chat interface.
We are VERY excited for this release and can't wait to start getting some usage and feedback! We have some other AI features coming soon, but there is just something special about that first one!
Cheers team! Happy Monday :)
This is a MASSIVE release of an entirely brand new product within our platform. SupportSync is a separate inbox where our agents will now manage communication with partners over SMS, email and voice.
There are many features and benefits to this product, so I have included two videos below that you can watch to see more about the entire product. However, here are a few highlights:
- Guest Comms + Partner Comms = Our platform
- Bookmark bar for multitasking and visibility
- Shortcut from KnowledgeCenter to create/open conversations with contacts
- Ability for agents to always see a partner's KnowledgeCenter regardless of the presence of a conversation
Up until now, our team was using Front for communicating with partners over SMS, email and voice. So, releasing SupportSync will not only increase efficiency and allow for us more learnings/automations... It will also save us quite a bit of $$$ each month :)
Happy Supporting and Syncing :)
Today we launched an improvement to the Tailwind inbox that sorts conversations by those that are considered to be the most important. The goal of this improvement is to make sure that truly crucial conversations do not slip through the cracks.
For us to be able to know which conversations are the most important, we are analyzing multiple parameters such as:
- Sentiment of the guest
- Emergency detection
- Check in status/date
- Check out status/date
- Cost of the booking
- Reservation requests
- Multiple messages sent from the guest w/o a response from an agent
- Amount of time since the guest messaged w/o a response from an agent
Then, when agents pick up the conversation they see a brief summary of priority tags so that they have an idea of important pieces of information that were found and used to prioritize the conversation.
Hi everyone! I am really excited to announce that
our integration with OwnerRez is now live in production
for mutual customers to use :) This brings our total number of live integrations to 4 and the 5th one (Lodgify) is pending final approval. You can see the list of integrations in the screenshot from our product below.
Hey all - today we released a couple of improvements for the Tailwind agent platform. Please see the details below!
Conversation Labels
Here is a Loom video of the feature:
- The idea behind this feature is that the operations team will have a specific user who is in charge of sorting conversations into folders based on labels. This will be used to determine the importance of the conversation.
- Then, agents will grab conversations that are in certain folders and be able to focus on the most important conversation.
Metric Improvements
Our new analytics page is officially no longer in beta and is ready for the spotlight :)
- We have added additional metrics, applied some filtering for better accuracy and completed our QA with production data.
Misc Improvements
Ability to see the source of a conversation (for all types)
- Before, agents could only see if the source of the conversation was Airbnb, VRBO, SMS, email, voice or "other".
- Now, agents can hover over our "other" world icon to see the source of that conversation.
Earlier this week we launched some improvements to our platform for admins and for Tailwind agents.
Tailwind Metrics
- We have added new metrics to the Admin section of the platform that will allow for a better overview of what is happening in that moment.
- This feature is currently in beta as we are sanity checking the metrics with production data.
- With adding more metrics, we have moved the majority of them to a new tab.
Company information in the KnowledgeCenter
- Agents can now see important details of the company in the KnowledgeCenter
new
Tailwind - Agents
More Tailwind and SmartRecruit improvements
Hey all! This is a smaller release but it is going to bring some big improvements to how Tailwind team members can find conversations.
Tailwind
SuperSearch improvement
- For those that don't know, SuperSearch is a table of all conversations that have ever come through Tailwind. Up until right now, we were (by default) hiding "Ignored" and "Outside of opening hours" conversations from this view.
- This was super confusing and has historically made it difficult for people to know if they are searching within the entire population of conversations or just within a sample size of conversations.
- Now, we have removed the filters for Ignored and Outside opening hours and we will always show those conversations in this view. Better to show everything than not enough!
- We have added a column to the far right hand side of the table called "Ignored" and will show there if that conversation was ignored or not.
SmartRecruit
Support the "Unhire" function in Greenhouse
- Now, if recruitment chooses (via Greenhouse) to "Unhire" a candidate, we will put that job back into an "In progress" state so that the customer can continue reviewing candidates until they have found their ideal fit.
Hellllo all! We have some big, small and medium sized announcements in this release so lets just right in :)
SmartRecruit
Showing the most recent resume of the candidate
- This ensures that we are always showing the resume that the recruitment team has uploaded via Greenhouse to the candidates profile.
Tailwind
Stripe & onboarding improvements
- This is a biiiig one! First off, huge shoutout to Stevenon the eng team for powering through this and creating an elegant solution. I'll put the details below, but in short, this ensures that the onboarding process is streamlined and productized and that the Tailwind OPS team is fully in control without the need to involve engineering.
- Now, when a company is invited, we are asking for the contract start date/time/timezone. This information is then passed to Stripe to ensure that the first date we will charge the customer is exactly what is in the contract.
- Customers can then go in and setup their payments at anytime during the onboarding process.
- When onboarding is complete, customers will see a new message on the dashboard letting them know to reach out to their Tailwind partner success member to go live.
- We now have a new action in the Admin Portal for the Ops team to "Begin Coverage" for the customer.
- If the customer chooses to change their contract start date, this is also now supported via the Admin Portal.
Additional tag sorting and searching improvement
- On a previous release, we made it to where tags are searchable and sorted alphabetically when the Tailwind Agent goes to add tags.
- On this release we added that same UX for when we ask the agent to add tags once they are closing a conversation.
Copy improvements
- This is a minor improvement to some copy when a customer is removing coverage from a property. Thanks for the find Sinan!
Happy Monday everyone :)
Today we have released a few improvements that are aimed at efficiency, transparency and stability.
Tailwind
Improved conversation opening logic
- Based on feedback from Ari, we have now made it to where we no longer open new conversations when the initiating message is sent from the host outside of our platform.
- Majority of the time, these are automated messages sent for things like check in instructions, check out instructions, etc.
- This will help with focus and efficiency.
- Don't worry, once the guest replies, we will definitely still open up the conversation!
New Slack alert when a user changes their operation hours
- To ensure that the Tailwind Ops team always knows when a user changes their coverage hours, we now have a Slack notification that not only alerts them if the hours changed, but we will tell them exactly what changed and also if that company has an active voice connection.
- If that company has an active voice connection, the Ops team will need to go into AirCall and ensure that the new coverage hours are reflected properly in that platform as well.
Miscellaneous stability improvements
- So this doesn't get talked about enough, but with each release that we made, there are usually about 4-5 improvements that our team makes that you will never really know about (if we weren't making them... that is when you would know about it lol).
- These fixes are usually around how we handle incoming and outgoing messages with all of the different API's that we are integrated with.
SmartRecruit
Improved handling of an edge case for the AI generated insights
- When we receive the AI insights for a candidate, occasionally OpenAI would send us a JSON in a way that was out of the ordinary and was causing issues. This fix accounts for that and further stabilizes our SmartRecruit experience.
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