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.