Release notes

Perception alerts: know when public conversation spikes

Set a threshold and a time window, and Perception emails your team when enough matching posts appear – before an issue reaches your complaint queue. Narrow each alert by keyword group, sentiment, source, entry type, language or your own categories. Cap how many emails an alert sends, ask recipients to acknowledge it, and send reminders until someone does. Each alert keeps its own history, and a 30-day preview shows how often it would have fired before you switch it on. Perception is available on Enterprise plans.

Build the exact view you need

Filters in Analytics and Perception now work as chips. Add only the ones you need, choose an operator for each, and filter by any default or custom property. Proto remembers your filters between visits, and every filtered view has its own link, so you can share exactly what you’re looking at.

See which languages your customers use

Chats with your AI agent now record their primary language and every language used along the way, so you can filter and report on them in Analytics. Proto also tracks the language a chat is currently in, and the voice message language selector in webchat follows it automatically – so customers can reply by voice in the language they’re already using.

Other improvements

• Webchat, built for mobile – fullscreen webchat has a dedicated mobile layout, with chat history in a sheet you can swipe away. Switch between desktop and mobile previews in your webchat settings.
• Filter Perception data by any property – narrow Raw data entries by any field they carry.
• Re-categorise Perception entries in bulk – select entries in Raw data and run categorisation again from the batch editing bar.
• Easier keyword management – filter the Keywords page in Perception, with a note that a group matches any of its keywords.
• Team tags from automatic team matching – when a conversation is matched to a team automatically, the team’s tags now come with it, so your workflow can use them in later steps, such as routing or labelling.