Capacity Insider Newsletter - Q4 2021

Welcome to The Capacity Insider, our newsletter exclusively created for our customers. In each newsletter, you will hear from our Customer Success Team with best practices to get the most out of the Capacity Platform. 

Also, don't miss the last section, in which we stir up a little competition by revealing some of the impressive stats we’ve recently seen. 

Our hope is that this newsletter inspires you on your quest towards automation. As always, our Release Notes are updated each week, so be sure to review them for more details in real-time.

It’s the little things that can be the most helpful...

Start Date on Knowledge

We’re coming up on the end of the year (which is truly unbelievable!) so don’t forget to re view and update 2021 specific knowledge base content. Exchanges now include the ability to set a start date so you can add info now to go live on January 1st, 2022. You can also expire knowledge on December 31st, 2021.

  • To implement, go to your knowledge base and open an exchange.
  • Click into the response box to go into edit mode. 
  • Set your start or expiration date, and click save.

Session Transcript

Sometimes it helps to have a little more context. Now, you can add the chat user’s session transcript to each ticket that is made in the Capacity Helpdesk. This provides a bird-eye view of the entire conversation your user had with the chatbot prior to making the ticket. To implement, go to the ticket card in your guided conversation.

  • In the additional fields at the bottom of the card, add a new field. 
  • Type “transcript” as the name.
  • Select the global variable session transcript. 
  • Publish the GC.

Once the session transcript is attached to your ticket card in the GC, you can access it on the ticket that is made by scrolling to the Collected Fields section in the right panel. Click “View Details” under the transcript header. 

CC on Helpdesk

You can now include additional people on Helpdesk email threads with the new CC feature. Keep managers in the loop, answer a question for a team of people, or get a second opinion on a response.  

To use this feature: 

  • Navigate to a public reply.
  • Click CC in the To: line of the public thread. 

We've been impressed by our customers lately...

Here are a few impressive facts we’ve come across during customer conversations this past month.

  • The largest guided conversation (that we’ve seen) contains 190 cards. Let us know if you can beat that.
  • Within two weeks of launching with Capacity Surveys, one customer collected over 1,300 responses with two surveys.
  • A single customer just completed their 14th app integration in Capacity’s Dev Platform

Thanks for taking a little time to read this. We’ll share more soon. You can always reference our Capacity Support site  for additional information or reach out to your Customer Success Manager.

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