Product Updates

April 2021

-Snaps acquired by Quiq: We're delighted to announce we're joining forces with Quiq, read the press release here. We will still continue to provide a world class product and world class support to our existing Snaps customers.

March 2021

-Web Actions: Until this point, our reengagement engine was used primarily to determine under what conditions and at what time a user would receive a particular message. As we continue to build out our web capabilities we’ve heard customers ask for additional controls beyond just sending a message, so we’ve expanded the actions available when your reengagement conditions are met. You can now hide the chat, show the chat, open the chat, close the chat, set a property, and post an event, in addition to sending a message.

-Multi-language URL in Buttons: You can now modify the URL in the compose tool on a per language basis.

-Quick Reply Updates: Quick replies will now wrap by default in the compose tool, making it easy to see all of your Quick replies at a glance.

-Right Channel Updates: The right channel in the compose tool will now automatically jump to the group and block you're viewing as you navigate through your experience.

February 2021

-Pages Report: Created a new standard analytics report for web experiences that shows what pages users are opening the chat on, and provides aggregate transcripts on a per URL basis, enabling you to understand where users are chatting, and what questions they're asking.

-viewedPage Event in Analytics Segmentation: You can use "Viewed Page" to create analytics segments.

-Acquisition Source Name in Transcripts: Transcripts now show the name of the Acquisition Source a user initiated chat through.

January 2021

-User Property Filter in Transcripts: When viewing user properties in transcripts, you can now filter for individual properties on that user.

-Quiq Adapter & Support: Added support for handing off to live agents using the Quiq platform.

-Tag Availability in Analytics: Fixed an issue that was causing tags to be slow to render in Analytics unless a user had used the Compose tool during that session.

-pageView event URL in Transcripts: Transcripts now show the URL a user was viewing when they trigger a pageView event.

-Web Event Based Reengagement Timing in Demo Channels: Fixed an issue caused when testing certain event based reengagements on web in demo environments.

December 2020

-Temporary and Permanent Reengagement Types: Added support for controlling how permanent a given reengagement is in a user's transcript based on whether or not they've opened the chat or not (web only).

-Transcript URL Improvements: URLs in transcripts now truncate by default after 75 characters.

-Instagram Channel Support: Added in support for deploying an automated experience on Instagram. Note: this functionality is still in development and requires FB permission to deploy, please contact your CSM if you're interested in launching on Instagram.

-Reengagement Navigation Arrow: Each block in the reengagement table now has a navigation arrow next to it, enabling you to easily jump to that block.

November 2020

-See What Sample an Intent is Used in: When you try and add a sample being used in another intent, you can now see what intent it's being used in and easily navigate to it.

-Duplicate Funnel Sentences: When building out funnel steps, you can duplicate individual sentences.

-Block Type in Dropdown: The dropdown now shows what type of block your selecting, making it easy to determine if your selecting a standard block, a custom block, or a go-to block.

-Reengagement Bubble Control: You can now control whether or not a notification bubble gets sent on a reengagement by reengagement basis.

October 2020

-SDK Support for iframe Positioning and Sizing: You can now use CSS to position the different web chat iframe's on your site.

-Reengagement Speed: We've speed up performance on a number of our tables, including the reengagement table.

-Edit User Properties: The "Profile" section in a user's transcript now has an edit option, enabling you to add or modify user properties on individual user profiles.

-Show Selected Option in Dropdown: Dropdown menus in Snaps will now show what option you have selected.

September 2020

-Link Shortening on SMS: You can configure a unique link shortening domain for SMS channels, enabling you to make the links you send on sms shorter and more readable.

-Transcript URL: Each transcript now contains a unique url, making it easy to share particular transcripts with other members of your team.

-pageActive Property: You can now create rules based on a pageActive property, enabling you to check if a user currently has the tab active or inactive.

-chatOpen Property: You can now check if a user has the web chat open or closed before sending a reengagement.

-Hide Welcome Message: We've added controls in the web channel form that enable you to hide the notification bubble of the welcome block

-Notification Badge: We've added controls in the web channel form that enable you to hide or show the notification badge when a user has unread messages.

-Bot and Agent Names: Your web chat can now different names above messages sent by your automation and by human agents.

August 2020

-Acquisition Sources for Web: We’ve extended our existing Acquisition Sources tooling to a number of new channels, including web. You can now embed links anywhere that drive to a specific flow within your web chat. These can take the forms of buttons, QR codes, links, and more, enabling you to drive your users to chat at the right point in their customer journey.

-Ad Lingo Support: You can now build and deploy experiences on Google's Ad Lingo surface.

-Hide & Show Web Chat: You can now choose to hide and show the web chat by default on certain pages on your website. This can be configured in the web chat channel form.

-currentUrl & previousUrl: For web you can now use currentUrl and previousUrl in rules, enabling you to create reengagements based on a user's current URL and previous URL

July 2020

• Default Collapse Right Channel: The right channel in "Blocks" is now collapsed by default, enabling users to more quickly jump to the right group, we've also increased the clickable area for expanding/collapsing groups.

- Hide User Properties on Entry & Exit Conditions: The User Property field in Entry & Exit Conditions is now hidden until a user property is added, creating more space when working with Conditions.

June 2020

• Updated Transcript Error Handling: We've hardened transcript fetching throughout Snaps and have added in the option to retry when there is an issue.

• Live Conversations: Live Conversations enable you to search for users in near real time and view conversations as they're happening.

• Transcript Updates: The transcript module has undergone a major facelift, and brings a range of new functionality and information to your fingertips. On every customer transcript you will now find all of the user properties that have been collected on that user, giving you a full view of not only your customer’s conversation, but also all of the data points you’ve collected about them. Additionally, you now have the ability to hide or show transcript details, enabling you to read the conversation as you would a traditional text conversation, or enable full detail and see additional meta information on each message, as well as key events, like a user entering handoff, or triggering a product page view event. Transcripts can now be grouped by report type as well, allowing you to drill down on a specific set of conversations that map back to a given report, or table row within a report.

• V2 API Support for Google Business Messages: Snaps now has channel support for the updated GBM API.

• Sound For Web Chat: You can now configure sound for both bot and agent messages on a per channel basis for your web chat.

• SDK chatOpen and chatClose: Added in ability to trigger chatOpen and chatClose events for web chat.

May 2020

• Device Breakdown For Web: The demographics report now includes device type breakdown by default for all web users.

• currentSetntiment Property in Rules: You can now leverage a user's current sentiment based on their most recent free text interaction in rules throughout the platform.

• Users by Channel: Added in a default report to analytics overview that breaks down new and active users by channel type.

• Bot Name & Agent Name for Web Chat: You can now add names above agent and bot messages in you web chat to better help users identify when they're talking to an agent or an automated assistant.

April 2020

• Ability to Navigate to Block from Conditions: You can now use the same arrow based navigation in Conditions that you can use in the rest of the compose tool.

• Activate Analytics During Publish: You can now set your analytics live while publishing a production channel.

• *Go-To Block: You can now user Go-To Blocks to send users one block, then immediately send them another one without them having to take another action.

March 2020

-Private Replies: Private Replies allow brands to engage customers who are commenting publicly on their Facebook page by sending them a private message in Messenger. Snaps customers can now use the same NLP and rules support to identify public comments and send personalized private messages. In the Snaps Compose tool, you will now find platform support for both customer care and marketing use cases. Our customer success managers and conversational designers are here to help you develop flows to acquire new users, drive additional sales and proactively address care issues.

February 2020

-Sponsored Messages: Snaps now supports creating and analyzing sponsored messages. Sponsored messages allow you to reach users who don’t match a supported message tag, haven’t opted in via a one time notification token, and haven’t chatted with your bot in the last 24 hours. Sponsored messages behave more like ads than traditional reengagements and users are reached via an auction model.

-Messenger Tag Updates: As of March 4th, Facebook Messenger has rolled out an updated list of supported messaging tags, along with a one time notification feature (currently in beta) that help brands engage with customers outside of the 24 hour window. For all of our brands with experiences running on Messenger, you’ll find an updated tag UI for all of your reengagements that will help you understand and manage the new tags going forward.

-Regex Classes: Snaps now supports regex classes, allowing you to authenticate account information or other unique strings of characters.

January 2020

-Carousel Updates: Carousels in web chat are now fully clickable, allowing users to click on any portion of the carousel, not just the button.

-Keyboard Controls: Keyboards can now be enabled or disabled across distinct web and messenger channels, this enables you to disable free text input and create strictly guided, happy path style experiences.

-Users by Channel Report: Each experience now has a default users per channel report that gives a breakdown of where traffic is coming form (web, sms, Messenger, etc).

December 2019

-Transcript Updates: Images users upload will now show up within the transcript, hid certain standard events that were no longer needed.

-User Property Updates: User property definitions now appear alongside user properties when being selected in a user property dropdown.

November 2019

-Additional Rules: For user properties that are integers, you can now use "Greater Than",
"Less Than", & "Equal To".

-Tag Editing: You can now change tag names, change tag colors, and delete tags. Tags can be edited

October 2019

-Tag Search: Tags can now be searched using the global search. Once a tag has been identified, you can click on the tag row in order to filter and view all locations that a tag is being applied.

-currentSentiment & currentInputLength: You can now use sentiment and input length as properties to create segments and create entry and exit conditions.

September 2019

-Configurable Handoff Application per Channel: For bots running on multiple different channels that use multiple different customer care providers, you can decide what handoff provider you'd like to send your users to based on what channel a user is on. Ie a user with care inquiries on Messenger or SMS can go to your Sprinklr care team, but a user on web chat can be served by your Salesforce care provider.

-User Property Locations & Search: You can now discover all of the locations that a user property is being both set and called. You can find a list of user property locations on the User Property page, or you can search for locations using the “#” prefix when performing a standard search.

-Single Sign On Support: Snaps now supports a single sign option for our enterprise partners who want to manage employee account access through an SSO provider. You’ll see a “Sign on with SSO” option at the bottom of the standard login screen. Contact your Customer Success Manager if your team is interested in learning more about this option.

August 2019

-Global Search: You can now search for Blocks, Intents, Reengagements, Acquisition Sources, and more from anywhere within the platform. Use the search bar Icon in the top left of most pages, or use "control + spacebar" to open the search bar up from anywhere.

-Advanced Language Tooling: Languages have now been broken out into their own page within the "Channels & Language" section. You can now enable or disable languages one at a time, meaning that you can turn a language off while you're still building out the experience and only turn it on once you're ready for you audience to interact with it.

-Custom Validators: You can now create your own custom validation scripts for user input to go along with the standard validation.

July 2019

-Ignore Entries: Both the training and labeling table now include the option to ignore entries that are unrelated to what you conversational AI is designed to handle.

-Training Filters: You can train only entries that have been labeled as incorrect. You'll find an additional checkbox at the bottom of training table that allows the table to be updated.

-CSS Override: Snaps now supports linking and hosting custom CSS to style your web chat exactly as you'd like.

-Transcript Updates: We've updated the ui for our transcripts as well as added additional information like what intent a user triggered and what action a user performed.

-Intent Precision Segmentation: You can now segment precision by different audience segments to see how you're serving different cohorts.

June 2019

-Web Bot Preview: Links to preview your web channel can now be found in the channels table. This means you can set up a demo or production web channel and in seconds test and QA it without having to install any code on your site.

-Detailed Change Over Time: You can find out the exact number being compared as well as the exact date in a previous range by hovering.

-Total Free Text Entries Count: The free text entries table now includes a count at the top that will update based on any combination of filters applied to the table.

May 2019

-NLP Training Improvements: The training tool now provides real time intent simulation for user utterances, allowing you to see how your NLP is handling actual user input and quickly correct any mistakes in real time. The training table also displays any values extracted from user utterances, helping you understand at a glance what your bot did and did not pick up from each utterance. Read more about configuring your NLP

-Segmentation and Conditions Improvements: We’ve introduced a suite of new functionality and performance improvements to our Conditional Responses, Entry & Exit Conditions, and segmentation tools:
-Conditional Responses can now be saved and reused across all message elements in the compose tool, greatly increasing the speed at which you can deploy personalization across every facet of your experience.
-You can now use “Save As” functionality on existing Entry & Exit Conditions, allowing you to quickly modify and apply conditions throughout your experience.
-Saved segments can now be modified and updated, and individual segments can now be duplicated.

April 2019

-Oracle Service Cloud Application: We’ve built an application adapter to support seamless handoff for our customers using Oracle Service Cloud. Leveraging our Conversations API , the application provides a single integration point that supports human agent handoff across various messaging channels.

-Front Integration: Our Front integration supports customers who want to seamlessly hand users off between their conversational AI and a human agent, but who are constrained by their existing customer service software. Front combined with our Conversations API provides a channel agnostic support solution that allows you to test new channels quickly.

-Free Text Labeling: Previously, training your NLP model required deep understanding of the intents, classes and slots. We’ve now introduced labeling, which simplifies the process of providing feedback to your NLP model. This feedback allows for better monitoring, reporting and optimization of the precision of your NLP model. Learn more about labeling.

-Google My Business Channel: Clients working with the GMB beta can now deploy their experiences using the GMB channel adapter. Reach out to your account manager if you’re interested in learning more about deploying conversational AI on Google My Business

-Full Access Role: Technical, self service users now have access to custom code, scripts, secondary applications, and the full suite of functionality Snaps offers. If interested provision a new user with the “full access” role or reach out to your customer success manager for more details.

-Credentials Plugin: You can now quickly and securely store API keys for reference within custom code, making integrating with your existing data and software stack more frictionless. Learn more about utilizing custom code in Snaps.

-Updated Settings Menu: Quickly access helpful links by clicking on the profile image in the bottom left corner of Snaps. You can now jump to the knowledge base, product updates, and system system status from the settings menu. You can also log out without navigating all the way into your settings. You can still manage your profile and team by clicking on the settings icon.

March 2019

-Entry and Exit Conditions: Each block now has conditions that can run before and after it in order to make make sure your users are receiving the right message and response. Read our blog post for a more detailed overview or refer to the entry and exit conditions documentation for help building your own.

-Block Navigation: Next to every button and quick reply that points to a block you'll now see an arrow that will allow you to quickly jump to that block.

February 2019

-Restyled Login Page: We've updated the styling of our login page to better match our website and app.

-Channel Publishing Information: The publish modal now displays all of the channel types that you are going to publish on, as well as how many different experiences you have deployed on those channels.

-Full Demo and Production Support: You can now configure demo and production environments for every channel. This means you can create and test experiences on every channel before setting it live to your audience. Read more about publishing your experiences and about channels.

January 2019

-Multi-Channel Deployment: We've added in the ability to deploy the same conversational experience across multiple different channels simultaneously. You can learn more about what channels Snaps supports and how to configure channels here.

-Speed Improvements: Significantly increased the speed at which blocks can be duplicated, archived, rearranged, and rendered.

-Multi-Language Intent Training Added in the ability to filter the nlp training tool based on language, allowing you to train against user utterances entered in a certain language or locale.

-Sentiment for Free Text: The free text table in free text analytics now has sentiment included for every user utterance.

-Reflektion integration: Your conversational experiences can now easily integrate with the Reflektion API in order to provide improved product recommendations and discovery.