Fluent Support 1.9.2: Workflow Automation Upgrades, Improvements, and Bug Fixes

Hey Folks. Fluent Support 1.9.2 has landed!

It’s a balanced update with useful enhancements, better controls, and important fixes for a smoother support experience.

So, what’s new in Fluent Support 1.9.0?

In version 1.9.2, we’ve added one brand-new workflow action, introduced an enhancement to the Outgoing Webhook option, polished up some existing features, and fixed a couple of issues that were getting in the way. All of these updates are focused on giving you a smoother and more reliable support experience.

So, let’s dive in and take a closer look at what’s new in this release.

Product assignment to tickets in Workflow Actions

We’ve added a new action to Fluent Support’s Workflow Automation, “Add Product”.

With this action, you can assign your selected product to tickets. Set it to run automatically based on triggers and conditions, or apply it manually to any ticket you choose.

Every ticket will now stay linked to the right product. This keeps things organized and helps your team track product-related issues with less effort.

Support for custom field data in Outgoing Webhooks

We’ve updated the Outgoing Webhook feature in Workflow Automation.

You can now send Custom Field data from Fluent Support to your external platforms. This works alongside the existing options like Ticket Information, Customer Information, Agent Information, Last Response from Agent, and Last Response from Customer/Agent.

This gives you more control over the data you send through Outgoing Webhooks.

Improvements we have made in this release . . .

We’ve worked on a few tweaks to make your support tasks faster and more convenient. Take a look at the improvements below.

Click-to-copy shortcode functionality on the Global Settings page

We’ve made working with shortcodes on the Global Settings page a lot easier.

Before, you had to highlight and copy them manually. Now, with the new click-to-copy option, you can grab any shortcode instantly with just one click.

Smart code selection dropdown in Email Settings and Inbox Settings with auto-insert in WP Editor

In Inbox Settings and Email Settings under Business Inbox, you had to manually copy the dynamic/Smart Codes and then paste them into the Email Footer for Customers (Inbox Settings) or the Email Body (Email Settings).

For your convenience, we’ve added the shortcodes in a dropdown menu. From now on, just place your mouse cursor where you want to insert the code, then select your desired code from the dropdown: it will be added automatically.

Updated dash icon

We’ve updated the Fluent Support dash icon with a newly designed one. Look at the difference in the image below, if you could spot it.

A few bug fixes

Along with new features and improvements, we’ve also fixed a couple of issues to make your support system more reliable. Here’s what we addressed in this update:

Agent summary report export vulnerability

A few users reported issues when exporting the Agent’s Summary Report in CSV format. There was a file export vulnerability that caused trouble during downloads.

We’ve fixed this, and now you can securely export and download agent reports without any errors.

Error during AI activity log cleanup

Some users reported problems with the AI Activities setting, especially when trying to set a duration for automatically deleting activity logs. The cleanup didn’t always work as expected for them.

We’ve fixed this issue, and now the auto-delete option for AI activity logs runs smoothly without interruptions.

Wrapping up

The Fluent Support team is always working to make your support system stronger and easier to use. With this update, you’re getting new workflow actions, smarter settings, and fixes that keep everything running smoothly.

As always, your feedback plays a big role in shaping Fluent Support. Every suggestion and bug report helps us improve, so keep them coming. We’re listening!

That’s all for this release. Update today and enjoy the improvements, and we’ll be back soon with more exciting features.

Happy supporting!