May was dashboard month. Custom dashboards gained new chart types, smarter filters and a much better editor, and the assistant learned to build them in front of you. Administrators can now follow how each conversation is processed, step by step.
TL;DR
- Dashboards that do more - KPI tiles, tables, funnels, heatmaps and scatter plots, plus a filter builder and metric editor
- Click a chart to filter the rest - Click a bar, slice or data point and the other widgets filter to match
- Smoother dashboard editor - Automatic saving, free widget placement and a tidy-up option
- Assistant builds dashboards - Watch the assistant open the editor and add charts one at a time
- Processing view - Follow each conversation step by step (administrators)
- Plus - multi-label AI classifiers, simpler workflow publishing, faster translations
Highlights
Dashboards that do more
Custom dashboards now offer a wider set of visuals: KPI tiles, tables, funnels, heatmaps, calendar heatmaps and scatter plots, alongside the existing charts. A new filter builder lets you narrow a dashboard exactly the way you want, and a metric editor lets you define your own calculations and number formats. Each widget shows a small badge listing the filters that apply to it, so you always know what you are looking at. When a chart has no data for the current filters, it says so instead of showing an empty frame. Dashboards carry a stage label in the app while we keep refining them.
Click a chart to filter the rest
Click a bar, slice or data point and the other widgets on the dashboard filter to match. It is a fast way to go from "this category spiked" to the tickets behind it. You can also select several widgets at once with Cmd/Ctrl+click.
A smoother dashboard editor
The editor now saves your work automatically, including when you switch tabs or close the window, and tells you clearly if a save or publish fails. Widgets can be placed freely, even overlapping when you want them to, and a tidy-up option packs them neatly without changing their size. Layouts stay clean on smaller screens, and the resize handles are easier to grab.
The assistant builds dashboards in front of you
Ask the assistant for a dashboard and it now opens the editor and adds charts one at a time, so you watch it take shape instead of waiting for a finished result. It takes you to the right dashboard before making any change, and writes a short, useful description of what the dashboard is for. You can also select widgets on a dashboard and ask the assistant about them directly.
Follow processing step by step
Administrators get a new processing view in the monitoring settings: a timeline that shows each stage a conversation went through and how long it took, a choice between a summary and a table view, and a button to retry a conversation that failed.
Also new & improved
- AI classifiers in workflows can now return more than one label for a ticket.
- Publishing a workflow takes fewer steps.
- Agent and customer are identified more accurately for supported integrations.
- Translations of ticket content run faster.
- Links can now open the ticket list on a specific set of tickets, for example when drilling into a report.
- Daily reports only show reports that have finished generating, and report actions are simpler, with clearer copy and export options.
- Changing a member's role now uses a proper dropdown, and company and profile settings use clearer, labelled fields.
- Saved views keep working after you remove a workflow column.
Fixes & polish
- Moving between pages, opening settings or switching workspace no longer makes the sidebar or the chat panel flash.
- Saving a ticket no longer reloads the whole page.
- Consistent notifications, buttons and modals across the app, plus clearer breadcrumbs.
Dashboards are getting better every week. Tell us which chart you are still missing.