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Hi Oliver,

Imagine having the power to model your customer support tool like a sculptor who creates a piece of art! You’re in full control of every process going on in your software, everything can be managed or changed in a few simple gestures.

Well, that’s what the new HelpCrunch APIs and Webhooks do — make HelpCrunch as adaptive and yielding as possible.

It''s a great pleasure to announce that we''ve just released our advanced renewed REST API with major improvements and extended functionality. Moreover, you can now use the Webhooks to integrate HelpCrunch with third-party platforms and receive updates on your chats and customers in real time.

?? REST API

We have significantly expanded the capabilities of the HelpCrunch API. For instance, it now has a powerful search for customers, as well as separate methods to append and remove tags. Besides, you can control your chats, messages, agents, departments, and applications via the corresponding methods.

Important! We plan to discontinue the previous version of the HelpCrunch API in 90 days on March 10, 2021. Please switch to the new API within three months by following the migration guide here. Make sure to use the new API key as the Legacy API key is not supported. You can get your new API key in Settings -> Developers -> Public API.

?? Webhooks

From now on, you can get real-time updates on your chats and customers with the help of our brand new Webhooks. 

This means there’s no need to make hundreds of calls to the REST API to pull the necessary information when you need it. Webhooks will deliver all the info immediately to your endpoint. This way, you can reduce the number of requests to the REST API and stay within the API limits.

This was as short an introduction to our new capabilities as possible. You can now run your support like a well-oiled machine and integrate HelpCrunch with any third-party solution. If you need more information, just book a demo with our onboarding specialist.

BOOK A DEMO

Best,
Ana
Content marketing manager @ HelpCrunch

Hi Oliver,

Customer support, sales, and marketing managers want two things: to generate more revenue and to add more hours to the day. Luckily, this update can help with both. Meet our brand new custom inboxes, a feature that will help HelpCrunch users filter and prioritize their chats with customers more efficiently and manage them way faster. As of now, we have the grand HelpCrunch Inbox that is divided into smaller default inboxes while you can also create your custom inboxes. I know, that’s a lot of inboxes for one tiny newsletter! So, let me elaborate.

What are custom inboxes (and why is it a big deal)?

Once sent, all conversations from customers appear in both All incoming and New inboxes of your HelpCrunch account. When you assign different statuses and agents to them, they will get distributed between other inboxes: Pending, On-hold, My on-hold, etc.

Custom inboxes take it to the next level by allowing you to create your own folders for different kinds of requests. For example, you can separate sales leads and VIP clients, technical and billing questions, bug reports and delivery issues. Each team member can have their separate inbox while supervisors will have a clear overview of the team’s performance. Everyone wins!

How to create your first custom inbox

Just open the drop-down list with all the inboxes and press the ‘Add new inbox’ button at the bottom of it. That’s it, go nuts from there!

Set different filters for each of your custom inboxes: statuses, assignees, agents, tags, departments, website widgets/apps. Additionally, you can make your custom inbox private by checking the corresponding checkbox. This way, it will be visible only to its creator. 

Feel free to read more about filters and other settings for custom inboxes.

Custom inboxes are cool, but you know what else is cool?

Other features! Among numerous updates that we''ve delivered this summer, there are some curious ones:

• Handy collapsing of user profiles
• New formatting buttons and hotkeys for the message area
• Chat lists indicating agents that left last messages in conversations
• ‘Reply to’ option which allows agents to answer specific customers’ messages.

I’ll tell you what. Our Head of Sales Logan has created his custom inbox the moment the feature has been released, and his productivity has never been so pumped up! He’s been able to allocate and prioritize chats between different inboxes and bring in more focus to each of them. So, just go try them yourself and feel free to test Logan’s productivity in chat ??

Best,
Ana
Content marketing manager @ HelpCrunch

P.S. You can still give your vote for the new chat notification sounds. Just listen to them here and then vote here. Any feedback will be much appreciated.

Hi Oliver,

While it’s true that something as simple as a knowledge base can lower your customer support costs and workload, its integration with a chat widget can do even more. When customers have questions, they immediately turn to your support chat. But what if all the answers were already there? 

We’re glad to announce our Widget 3.0 which now has a built-in Knowledge Base tab.

With the knowledge base available right in your widget, customers can easily switch between human support and self-service on the go and browse your help center whenever they need help. Moreover, they can just search for relevant articles right inside your tiny yet powerful widget even when you’re offline.

You can enable this functionality in your account settings. Just go to Settings -> Website Widgets -> Your Widget -> Widget Customization and pick the corresponding option under the ‘Show Widget To’ section.

We’ve also announced this product update on Product Hunt a few hours ago. It would be great if you could support us there and help us become the product of the day. 

Support us on Product Hunt ??

Moreover, you can find a promo code and save up to 50% on any HelpCrunch subscription plan. Just follow the link above.

But that’s not all! Here’s a shortlist of other product updates from the HelpCrunch team:

Knowledge base access control. Set access restrictions for your entire knowledge base by a password or trusted IPs. If you do not want your knowledge base to be public and available to everyone, it is now easy to provide access only to a limited number of users.

New Auto/Manual Messages and Popups sections. New filters allow marketing and sales teams to quickly sort their campaigns and find anything in a wink. Search by titles and enjoy the blazing fast load speed.

Departments in widget. Customers can choose a department before starting a new chat — and the request will be automatically assigned to the corresponding team. Each department has its own default inbox in the agent chat, but you can also create custom inboxes based on any criteria you need.

User Profiles. You can now access detailed user profiles from the ‘Contacts’ sections and start a dialogue with them via chat or email. It takes a few clicks to initiate a conversation at any time.

HelpCrunch Inbox mobile apps. Our new shiny mobile apps now contain lots of new features like User Profiles and Private notes. You can assign chats to departments and agents right from your phone. Download it for iOS and Android.

Hope you will enjoy our updates and experience an enormous boost of productivity. Try them out in your HelpCrunch account right away ??

Best,
Ana
Content marketing manager @ HelpCrunch