Fluent Support 1.8.0: OpenAI Models Integration, Security Update, and More

Hey folks! We are here again with our most thrilling update so far, Fluent Support: version 1.8.0!

In this update, we have introduced exciting features that are mainly designed to improve support agent efficiency and overall security. Before anything else, we are celebrating because Fluent Support is now trusted by more than 8,000 businesses.

Our mission is the same as ever: to offer a help desk solution that streamlines support and raises user satisfaction. Until now, we’ve strived to maintain consistency in delivering valuable features and will continue to do so in the future.

On that note, let’s uncover the features we’ve introduced in v1.8.0.

What’s new in Fluent Support 1.8.0?

As we’ve said before, Fluent Support version 1.8.0 is designed to improve the support agents’ efficiency, can you guess what surprise we have for you guys?

Artificial intelligence aka AI!

Starting now, you can use OpenAI’s models within Fluent Support’s interface to summarize tickets, analyze customer sentiment, and generate responses.

Along with this banger of an upgrade, we have included other top-notch features like –

• Filters in the customer portal
• Email verification in the signup
• Two-factor authentication
• Ticket Preview on Side Pane

Now, let’s explore the features in detail.

OpenAI models integration

In this version, you can use AI to respond to tickets in three ways.

Ticket summary and customer sentiment

With the integration of OpenAI’s multiple models, you can easily get a quick summary of any customer tickets. Here, AI will provide a brief, highlighting the key points. So, you can quickly comprehend the main issue without reading through the whole message. It will save you time and help you respond more effectively.

Moreover, it will help you to analyze the customer’s tone to identify whether the sentiment is positive, negative or neutral. This insight allows you to customize your responses and handle customer concerns more empathetically and efficiently.

AI-generated response

This feature empowers you with AI-generated responses right in the reply box. When you open a support ticket for the reply, you will notice an “Ask AI” button. Clicking this button, you can generate responses using the, presets and custom prompts. That means, you can input your guide to AI for generating responses that align more closely with your brand’s voice and the specific needs of the customer.

Moreover, drafts option will appear when you generate more than one response. From dropdown, the last three generated responses you will see from where you can pick the best one according to your preference.

Fine-tune responses

Whether you’re using AI-generated responses or manually crafted replies, AI integration allows you to fine-tune your texts to improve their readability and clarity. You can enhance the quality of your response using either custom or preset prompts.

This feature can help you refine your communication to be more polished, professional, and customer-focused line by line.

Filters in the customer portal

It can be challenging for your customers to track down a specific ticket when the support portal is flooded with inquiries. The scenario gets more complicated when no filters are available in the customer support portal.

To tackle these difficulties, Fluent Support debuts a new feature, filters in the customer support portal.

Customers can filter their tickets based on product using this feature. It will help your customers quickly find the right support issue, saving time and effort compared to searching through all tickets manually.

Moreover, your customers can sort their filtered tickets by ticket ID, title, and created at (ticket creation time) in both ascending and descending orders.

Email verification in the signup

Email verification during signup is essential for verifying user authenticity and avoiding spam accounts. You know that we are always mindful of security concerns for our customers.

That’s why we have released a security feature where new users are required to verify their email addresses during the signup process. A verification code will be sent to their email; they just need to paste the code to complete their registration.

This security feature ensures that only verified users are allowed to create account and tickets.

Two-factor authentication

In this release, Fluent Support comes with another security update. That is two-factor authentication in login. This security feature adds an extra layer of protection to your customer’s account from unauthorized access.

From now on fi you enabled it from the settings, you will land on a second form to verify your identity with a login code. The login code will immediately be sent to your email inbox after you fill out the credentials. You can access your tickets only after successfully entering the login code.

Ticket Preview on Side Pane

For improved navigation and saving time, we’ve added a preview of the last tickets to the side pane of your ticket reply screen. Now, while working on a ticket response, your agents can view tickets they’re working on most recetly.

This saves a lot on navigation time, allowing agents to really focus on the issues that matter. You can also customize the number of tickets to be shown.

A few bug fixes

Now let’s go through the bug fixed in this new version.

Freshdesk Ticket Migration Issue

We fixed the issue where archived tickets were not migrating when customers transferred their tickets from Freshdesk. All tickets, including archived ones, now successfully migrates to Fluent Support.

Response message saving error in auto-close setting

Resolved the issue where response messages were not being saved correctly in the auto-close settings. Previously, the issue resulted in unexpected line breaks and formatting errors. Now, response messages in the auto-close setting save properly with correct formatting.

Data existing issue in “Create Customer Form”

Our customer support team recently addressed an issue in the customer module. Here data was existing in the create customer form even after a new customer was successfully created. This issue has been successfully resolved. Now, once you create a customer, the form will be cleared, providing you with a fresh start for your next input.

Issue with dashboard ticket creation form

We have resolved an issue where the form did not reset after creating a new ticket from the dashboard by support staff. Now, after creating a ticket from the dashboard, the form will automatically reset, allowing you to start fresh for the next entry.

Shortcode Paste Issue

Our users have reported a bug in the agent reply box. Here, the shortcodes were always pasted below the content, regardless of the cursor position. As we fixed this issue, shortcodes now paste exactly where you position your cursor.

Permission error in “Delete Tickets”

Fixed a permission error in the support staff permission checklist where the “Delete Tickets” permission remained checked even after a manager attempted to uncheck it. With this error fixing, the permission change functions properly.

Issue with email condition in the workflow trigger

Our users experienced some errors with condition in the workflow trigger. Here, the system was checking admin email instead of customer email. It’s fixed now. The system now correctly checks the customer’s email, ensuring your workflows function as intended.

Wrapping up

The fluent Support team is continuously working hard to ensure your customer support process is more efficient and trouble-free. Fulfilling the customer’s expectations has always been our top priority.

All these features we have released in this update were requested by our dear customers. So, as our beloved customer, we encourage you to keep sharing your feedback and suggestions to help us continue improving and serving you better.

That’s all for today. We look forward to meeting you again with another exciting update.

Happy supporting…