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Follow up on the latest improvements and updates.
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Today marks an important day for our product :) We have launched a full iteration of one of our core knowledge features, Policies. We have also released a sleek redesign of our inbox that prepare it for some other upcoming exciting releases.
Policies v1
Policies has received a complete redesign from the ground up. Here is what is included:
- Full UI/UX revamp
- Ability to edit/customize policies at the property level
- Improved and more flexible onboarding
- More in depth questions to guide and help users when building out their knowledge
- Ability to start from a document and we extract answers
Inbox redesign
Our inbox just got
more efficient and future proofed
. Before, the conversation panel had the reservation object, conversation details and notes on the left hand panel that was persistently open. As we look to add more useful features and to save space for the core action of sending messages, this redesign really sets us up for success. Hey all! Doing a product release roundup from the last couple of weeks. See below for the new features and improvements that have been made.
Document Upload (for a specific property)
We now support documents being uploaded to a property! This allows for our customers to continue building out a strong knowledge center. The documents that are uploaded here are specific to a property and are meant to support the information that we already have about the property from integrations (PMS, Airbnb, etc) and our platform (policies, Snippets, etc).
New Platform Roles
We have cleaned up naming and added a new role type to the platform of "Senior Tailwind Agent". This allows for better control and reporting within our platform for the shared services team.
New channel for activity in the Customer Inbox
Now that we have active users in our Customer Inbox, we have introduced a new Slack channel for monitoring activity. The first activity we are tracking and alerting for is the creation of notes by a customer. This will ensure that our shared services team never misses an important piece of information!
Happy Friday everyone, we have a fresh product release with some nice improvements. Let's dive right in :)
Snippets are available in the KnowledgeCenter
New Slack alert channels
- To ensure that we are not missing important communication from guests or from our customers (via SupportSync), we have created two channels that will alert the team when a conversation hasn't yet been handled that should have been handled within a certain timeframe.
x10Reply now sounds more natural
- An improvement has been made to our x10Reply suggestions that bring them more in alignment with the natural flow of the conversations.
Conversation source detail on SuperSearch
- Now, we are showing the actual source of the conversation (Airbnb, SMS, VRBO). Before, if this was coming from a PMS we would just show the PMS name.
Well, the release train keeps on rolling here at Extenteam. We have officially released the next feature which makes it easier for customers to give us important information about their properties -
Snippets
.Snippets v1
- Before, we had "Extenteam Notes" which was a paragraph form single text field where customers could give information about their properties. It was scarcely used and hard to discover.
- Now, we have an improved UI/UX for the discovery of this feature and a fresh approach for our customers! Have a look at the video below:
Other Improvements
Reassign a conversation at anytime
- This feature allows for a conversation to be reassigned at anytime and will ensure that our supervisors have control over which agent should be managing a specific conversation. See the video below:
URL restrictions for OTA conversations
- This will make it to where agents aren't able to accidentally send a message to a guest for an OTA conversation with a link that could violate the terms of that platform. Security matters.
Automatically detected missing knowledge improvement
- Now, when x10 detects missing knowledge the "user" who reported it will be x10 and not the agent. This will help with tracking and analytics.
Additional information from the PMS'
- After some investigation, we found that through the API integrations we have there was an additional field that we can ingest from certain PMS'. Now, if any property in a PMS has notes added to the notes field we will be bringing that into our platform and using it for our x10AI responses!
Two product releases in one week? Yep! That is correct :)
Today we released a feature called Company Announcements. This allows for important company information to be shared and communicated to any user who is managing conversations. Have a look at the video for a full walk-through of this new feature!
We've been hard at work with some larger features that will be released soon, but in the meantime we have some nice features which were released today!
AI automated knowledge missing detection
Now, when x10reply is used and we can't find the answer to the guest question in the KnowledgeCenter we are automatically flagging that message for missing knowledge. Hurray for automations :)
Improvement to the UX of x10reply/notes and a menu update!
x10reply is now more prominent
Before. this was in a menu. Now, it is ready for the limelight!
Notes are now in the menu
Based on user feedback, we have moved notes back to the menu and modal so it is abundantly clear when a note is being left vs when a reply is being written.
Menu UX improvement
Now, instead of the menu pushing the other elements over the menu overlays. This is much smoother and more consistent.
Wooo double launch Friday! Today we have officially launched our Guesty integration 🥳🥳🥳
This means that we can now onboard Guesty customers and have them directly integrate their properties to our platform so we can pull all reservations, messages and guest information.
Have a great weekend!
Happy Friday, team! Today we released a few exciting new improvements to our product. Our x10AI product became stronger with the second iteration and also we launched another fully redesigned page of the property experience for our customers.
x10Reply
This feature allows for users of the inbox to generate responses to guests without ever having to leave the conversation view. x10Reply will take into account the guest messages, reservation details, property information and also the company policies before generating a response. We can't wait to see how much time this saves and also improves the accuracy of messages!
Please see the Loom video here for the entire interaction!
I am also VERY excited to announce that we also have a full analytics tracking plan that launched with this so we can see how it is being used.
Property UI Revamp
We have launched the next improvement to the UI/UX of the property experience for our customers. The screen that has been fully revamped is the property details screen (the one where customers land once they click on a property from the table). Let's take a look at the before/after.
Before
After
As you can see, we have turned this page into something that encourages action from our users and not simply showing them read only data. We have many other actions coming soon (adding documents, customizing policies, etc). HUGE improvement!
Today marks a MASSIVE milestone for the Tailwind product as we have officially launched the Customer Inbox into production 🎉🎉🎉
This has been a product that we have been thinking about and then (tirelessly) working on for quite a while. We are really excited to bring this to market and see how customers use it and then we'll continue to iterate on it!
The Customer Inbox launches with the following features:
- View all conversations
- Create notes
- Takeover a conversation
- Sending and receiving messages directly with the guest
- Releasing conversations back to Tailwind agents
- Off hours support (customers can use the inbox on their own during the hours that agents aren't managing conversations)
To see the flow of a conversation from an agent to the Customer Inbox have a look at the video here:
Other improvements
SupportSync group names can now be edited
- After a group has been named (manually or automatically), this name can be changed as needed.
Miscellaneous Fixes
- The way that we show emails in a conversation has been improved
- UI improvements for the previously released property table and also SupportSync
- Improvements with how we handle different attachment types from PMS' and OTAs
Phew! After a couple weeks of massive releases, we have a minor improvement that was released which will help reduce the cognitive load for users who are managing guest communication for properties in differing timezones!
This will always be shown on the reservation object and will be calculated based on the property location.
Have a nice Thursday!
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