Updates + Releases

A timeline of new features, updates, and bug fixes

May 11, 2024

FAQ Bot rebrands to Helpfruit

FAQ Bot has grown from being a simple chatbot tool to a well rounded customer self-service solution. The time has come to update our brand and name. Please say hello to Helpfruit.

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November 19, 2023
New Feature

Instagram and WhatsApp chatbots

Use your FAQ Bot on Instagram and WhatsApp (as well as Facebook Messenger). Automate answering questions, wherever they are asked - all using the same knowledge base.

July 25, 2023

Analytics, data retention & timesavers

Track FAQ Bot events in GA4 for further analysis. Learn more

Set a data retention policy for your bot.

New keyboard shortcuts and insights workflow enhancements.

June 28, 2023
New Feature

Zendesk integration

Create Zendesk tickets via chat with FAQ Bot. Learn more.

June 1, 2023
New Feature

Pattern match engagement

Detect a pattern (eg string of numbers or letters/numbers) in a user’s chat message and trigger an action based on that. Learn more

May 29, 2023

Live chat enhancements

Download live chat archive for analysis.

Enhanced permissions for live chat agents.

May 4, 2023
New Feature

GPT-enhanced conversation

GPT4-powered understanding of conversational context. Learn more

March 1, 2023
New Feature

FAQ Wizard

FAQ Wizard is a free GPT-powered content assistant. It allows you to accelerate the preparation of Q&A.

Run it in just two steps:

  1. Run FAQ Wizard over content that you own like PDFs, word documents and webpages.
  2. Edit and curate the Q&A output for accuracy (to prevent 'hallucinations').

Content can be exported as HTML, CSV or ready for importing into your FAQ Bot knowledge base.

February 21, 2023
New Feature

Slack integration

Use your FAQ Bot on Slack. Automate answering of FAQ, wherever they are asked. Great for internal support scenarios. Learn more.

November 28, 2022
New Feature

Articles: long form help content

With FAQ Bot Articles, you can:

  • create and manage detailed, long-form help content alongside your FAQ
  • link articles to questions and answers in your bot
  • feature and display your articles on dedicated web pages
  • manage all your help content in one place, the FAQ Bot portal
October 3, 2022
New Feature

Tag management, live chat email integration

Edit all instances of a tag, and see where it's used, via a new tag management screen.

Email live chat conversations to designated email address(es) and/or the agent.

Include conversation context in the email subject line, including name, time, resolution status, channel

August 22, 2022
New Feature

File uploads

Upload and store images and other files you want to use in answers, directly in the FAQ Bot portal.

March 1, 2022
New Feature

FAQ Bot insights email

Weekly email to admin users, highlighting questions answered, time saved, and unanswered questions for review.

November 22, 2021

Dynamic email subject lines

Add dynamic elements to subject lines for email forms, including a timestamp and any form fields.

November 11, 2021
New Feature

Free trial & self-service account management

New customers can now sign up for a free trial of FAQ Bot and create an account online.

Other changes:

  • Enhanced and more secure account management for existing users
  • New bot testing experience within the FAQ Bot portal
  • Duplicate forms and engagements at the click of a button
  • Performance enhancements

August 12, 2021

Improved resilience

This release includes updated engagements, changes to bot caching to improve resilience, and log-out improvements.

June 8, 2021

Selective publishing

Selective publishing allows you to make changes to your FAQ Bot's knowledge base, and then choose which questions/changes to publish – it’s no longer an all-or-nothing situation.

May 19, 2021

One step live chat option

When enabled, live chat is immediately accepted on the candidate side once an agent accepts the chat. Available on web channel only.

April 28, 2021

Analytics performance improvements

Changes to the way analytics data is computed, for faster loading of your bot's analytics dashboards ⚡️

March 23, 2021
New Feature

FAQ Pages

FAQ Pages turn any FAQ Bot knowledge base into a searchable, browsable help site. Here's an example.

Without any extra work on your part, give your customers two possible ways to find answers to their questions:

  1. Ask your FAQ Bot a question
  2. Ask a question or browse questions by topic on your FAQ Pages

This release also includes a change that allows you to edit categories in your knowledge base.

March 4, 2021
New Feature

Conversation history link sent with contact form submissions

Whenever one of your customers sends a contact request through your FAQ Bot, we include a link to the entire conversation history in the FAQ Bot portal.

We've also added access to conversation history to the read-only role, and updated the styling of our callouts.

February 18, 2021

Performance improvements

This release includes some changes to the FAQ Bot web chat widget to further minimise the impact of your bot on page load time.

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September 22, 2020
New Feature

Conversation history & score over time

Conversation history - view an entire conversation in the portal, linked to knowledge base insights

Conversation score over time - see how your conversation score is tracking 📈 in FAQ Bot analytics

August 22, 2020
New Feature

Easy bot styling and customisable callouts

Easy styling - change your bot’s avatar, position on the page and colour scheme directly within the FAQ Bot portal - no code or developers required.

Customised callouts - powered by engagements, you can now customise callouts to promote content, promotions and events, highlight your bot and invite interaction.

May 30, 2020

User management, live chat improvements

Highlights of this release include:

  • User management now available in the portal
  • Live chat improvements - new "pending chat" state and form entries now visible in the live chat history
  • Improved language handling and support for te reo Māori (machine translation only)
  • New engagement cues - check out the full details of all the ways you can now trigger engagements on our Engagements page.
May 25, 2020
New Feature

Scheduling and mobile-friendly live chat inbox

A new scheduling feature allows you to apply one or more schedules to your engagements. This allows you to receive live chat requests only during working hours, for example.

Live Chat inbox is optimised for mobile - so you can view and respond to live chat requests and messages on the go, on your mobile device.

Log in persists for a day now - you won't need to log in again every time you return to the FAQ Bot portal.

And all live chat configuration options are now consolidated on a single screen.

March 30, 2020

Conversation persistence

Highlights of this release include:

  • Conversation persistence on the web - so if you navigate to a different page, the chat remains
  • Editable questions and chit-chat answers in the knowledge base
  • Browser title notifications for Live Chat
  • Email notifications for Live Chat
March 2, 2020
New Feature

Live chat

Live chat available on all supported channels

Knowledge Base display questions

December 10, 2019

Chit-chat handling changed

Chit-chat moved to the knowledge base (customer-by-customer basis).

November 27, 2019

Performance improvements

Performance improvements for FAQ Bot insights and knowledge base.

October 24, 2019

New capabilities in knowledge base insights

Enhancements to knowledge base insights to make it easier to monitor, manage and train your bot.

These include tagging, improved information about "Did you mean?" questions, and the ability to add question variants directly from insights.

September 23, 2019
New Feature

Teams, Google Analytics and video

Analytics for Microsoft Teams

Google Analytics support

Support for YouTube video content in knowledge base and engagements

Welcome messages become part of a wider range of engagement options

September 2, 2019

Welcome messages

Configure welcome messages with buttons and forms, directly in the portal.

New chit-chat intents added.

Facebook Messenger agent escalation.

July 26, 2019
New Feature

Self-service forms

Self-service form builder

Second welcome message actions

Filtered analytics