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Accounts table improvements

We’ve enhanced the accounts table with new features and improvements to make account management more efficient and insightful. These updates provide better data organization, search capabilities, and actionable insights. Account filters in Thena

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Key improvements

  • Better search: Enhanced search functionality with improved accuracy and faster results.
  • Added filters: New filtering options to quickly find specific accounts based on various criteria.
  • Optimized loading: Improved performance when loading large numbers of accounts.
  • Added pagination: Implemented pagination to improve performance and user experience when browsing many accounts.
  • Advanced sorting: Sort by multiple columns including custom fields, activity dates, and account health.
Learn more →

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Citations in L1 defection flow

Enhance your L1 agent’s credibility and transparency by automatically including citations from your knowledge base in responses. When the AI references specific articles or documentation, it now provides clear citations that customers can follow up on. AI citation in L1 defection flow

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Key features

  • Automatic citation generation: AI automatically cites relevant knowledge base articles when providing information.
  • Clickable links: Citations include direct links to the referenced articles for easy access.
Learn more →

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Public help center APIs

We’re excited to announce the public release of our help center APIs, enabling developers to programmatically manage help centers, collections, articles, and tags. This comprehensive API suite provides full CRUD operations for building custom help center integrations and workflows.

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Key features

  • Help centers management: Create, update, and manage help centers with custom domains and branding.
  • Collections API: Organize content with hierarchical collections and nested article structures.
  • Articles CRUD: Full article lifecycle management with rich content support and versioning.
  • Tags system: Categorize and organize content with flexible tagging capabilities.
Learn more →

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Filter by tags in tickets

Streamline your ticket management with the new tag filtering capability. Quickly find and organize tickets by their associated tags, making it easier to focus on specific categories, priorities, or customer segments. Learn more →

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Improvements to AI sentiment and priority detection

Our AI models and prompts have been enhanced to provide more accurate sentiment analysis and priority detection. These improvements help teams better understand customer emotions and urgency, leading to more appropriate responses and resource allocation.