View recipients cc’d on email dialogues, Comparison Report access for Category Administrators, updated Critical Alerts user interface, and more!
With the 2024-2025 school year underway, we’re delivering enhancements and refinements to improve your overall experience in Let’s Talk. This month’s noteworthy updates include the ability to see recipients who are cc’d on dialogues, Comparison Report access for Category Administrators, an improved experience for Critical Alerts, and more!
Your feedback continues to inspire and inform the updates we deliver in Let’s Talk, and we encourage you to share your thoughts and ideas with your Client Success Manager or submit feedback through the question mark icon in Let’s Talk.
Updates inspired by our Let’s Talk community
We’re excited to deliver updates and refinements that improve the overall Let’s Talk user experience, inspired by your feedback. Here’s a look at what’s new:
- New Role! Resource Center Manager: System Administrators can now assign Resource Center Managers under sections in the Resource Center to help maintain your district’s Resource Center in Let’s Talk. These managers can update and maintain content for the specific sections they’re assigned to.
- Resource expiration dates: Some resources, like school calendars, have a set lifespan. With this update, you can now assign an expiration date to resources, ensuring they automatically go offline when no longer needed.
- Simplified resource selection for Let’s Talk Assistant Profiles: System Administrators and Resource Managers can now apply a resource or FAQ to one or multiple profiles during the resource creation process, simplifying content management.
- Updated text editor for dialogue replies: We’ve made replying to dialogues smoother and more user-friendly. Enjoy updated text editor features, spell check, and the ability to right-click to copy/paste — so you can focus more on conversations.
Dialogue Manager
- View CC'd email addresses on Dialogue and Reply All in Dialogue Manager: You’ll now see "Other recipients" on dialogues, which includes those who were cc'd on the dialogue. You can also "reply all" from the dialogue.
- Label User as Name instead of “Me”: You will now see your name assigned to dialogues instead of “Me.”
- Generate AI Themes for past dialogue data: Building on our AI capabilities for dialogue management, you can now view AI dialogue themes in past dialogues. This is important for Overview Dashboard enhancements coming in the next release.
Settings and User Management
- Activate users from the front end: System Administrators will now be able to easily activate users under Settings, saving time when onboarding new users.
Critical Alerts
- Improved Critical Alert UI for mobile and web: Critical Alerts will now have a Critical label at the Inbox level for both mobile and web. Additionally, you can group Critical Alerts and sort by Priority/Status.
- Enhanced privacy controls for private topics: You have expressed the need for greater control over the privacy of dialogues submitted to private topics. Previously, safety teams were automatically included in dialogues flagged as critical. With this update, the topic owner will now be notified of critical dialogues and can decide whether to involve safety or security teams.
Telephony
- Disable Voicemail for Queue: For districts that leverage our Telephony and Call Center features, you can now customize your settings to disable voicemail, prompting callers to call back later or try a different channel, such as submitting a dialogue.
- Queue Prioritization: This makes it possible for Call Center users to answer calls based on the priority assigned to the queue, allowing priority calls to jump the line. A recent update allows supervisors to see the priority within the Queue Management page.
Call Center
- Updated accessibility for Call Center dashboard: Previously, only System Administrators could view the Call Center dashboard, but now department leaders can access their specific queues and reports without full admin privileges. This mirrors the existing permissions for Category Administrators, ensuring department leaders have visibility into relevant data while maintaining appropriate access control.
Let’s Talk Assistant
- Simplified resource selection for Let’s Talk Assistant Profiles: System Administrators and Resource Managers can now apply a resource or FAQ to one or multiple profiles during the resource creation process.
- Tailored customer experience based on Customer Type: Let’s Talk Assistant, our AI-powered chatbot, now offers customized responses based on Customer Type — employees, parents, students, and community members — for a more personalized experience.
- Conversational chatbot interactions: Sometimes, customers start a chatbot dialogue with a simple “hello.” Previously, these interactions were logged as unanswered questions. To provide a more friendly and conversational experience, the chatbot can now engage in basic pleasantries.
Ready to dive in?
We're excited about these updates and look forward to hearing how they transform your customer service. In case you missed updates released during the back-to-school season, read the August 2024 product update.
As always, we value your feedback and are here to help your team have the best Let’s Talk experience. If you have questions about these new updates, reach out to your Client Success Manager or our Client Care team.