What’s New

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Sticker: New!

Make it easy for your customers

Relationships are hard. Conversations don’t have to be. Wherever your customers are—and however they contact you—keep the dialogue flowing with flexible, personalized, conversational service.

New conversational channels

Facilitate seamless conversations with business partners and employees, and get tickets solved quicker, with Slack and Messaging integration.

Learn more about Slack integrations

Keep mobile conversation flowing

Android users can now share media messages on the go via the mobile app.

Learn more about new conversation mobile experience

More tags, more clarity

Optimize bot interactions with tags that take customers to the right agent, provide context, and give insights into bot efficiency.

Coming soon

Collect more info

Capture useful info like device, browser, and language by adding an extra step into the bot flow.

Learn more about bot flow information collection

Get more insights

New data sets and dashboards for messaging within Explore show just how good you’re doing.

Learn more about messaging

See what else is new

Check out everything else coming to Messaging this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more

Sticker: All New!

Set your teams up for success

Giving good support requires the right tools. But giving great support requires context and insights, so you can always keep a few steps ahead of your customers.

Better ticket insights

Predict the language, intent, and sentiment of incoming tickets so they can be routed to the right agent.

Learn more about automated triage and ticket predictions

Bring AI into the conversation

Use the Smart Assist panel, via the Agent Workspace, to get contextual information and reply suggestions.

Read more about smart assist

Customizable ticket statuses

Get everyone on the same page. Add ticket statuses so agents can see what’s happening with a ticket, share it, and get it solved quicker.

Coming soon

See what else is new

Check out everything else coming to the agent and admin experience this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more

Sticker: Very New! Sticker: New!

Keep your business in sync

Expand operational capabilities with tools that tailor every customer experience to your business.

Simplify data with custom links

Get a complete view of every interaction by linking related tickets, users, and organizations with the Lookup Relationship Fields.

Learn more about lookup relationship fields

Enable multiple Single Sign On

Improve user experience, decrease the number of logins, and add 2FA for agents, end users, and partners.

Learn more about multiple single sign on

Go live, quicker

Deploy triggers you’ve tested in the sandbox to go live via the Admin Center, so your team can start using them right away.

Learn more about push premium sandbox changes live

Better reporting and analytics

Two new dashboards are available for Messaging and Side Conversations data sets: historical agent status dashboard with unified agent state, and Gather.

Learn more about reporting and analytics enhancement

See what else is new

Check out everything else coming to Platform this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more

Sticker: Ultra New!

Sell smarter, not harder

Less repetitive tasks, more selling. We’ll show you how with pre-built apps, integrations, and new feature enhancements.

Advanced sales analytics

Get more data, insights, and sales, with enhanced analytics and pre-built dashboards from Sell.

Learn more about advanced sales analytics enhancements

Make life easier with apps

Shopify relays crucial and timely info to reps, PandaDoc makes light work of creating professional documents, and MailChimp highlights your most popular content. Try them out directly within Sell.

Learn more about our top Sell apps and integrations

Sell where your customers are

Empower sales reps to reach prospects and customers on their preferred social messaging service.

Learn more about WhatsApp for Sell EAP advancements

See what else is new

Check out everything else coming to Sell this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more