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Widget Updates, Delighted Integration, and Ticketing Enhancements

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These past couple of months our team has been hard at work on various areas of the app and we’re excited to share a few of the additions we’ve released for our support widget, core ticketing, and integrations.

Widget APIs

If you want more fine-tuned control over your widget’s behavior, and don’t mind dealing with a little code, we’ve released two new APIs that allow you to modify your widget’s embed code to change its behavior.

Using the Command API you can do things like control the loading and opening/closing if your widget.

With the Customer Data API you can easily add profile data to a user who contacts you through the widget and also pre-populate the contact fields in your widget with the user’s details.

Delighted Integration

With Delighted you can easily send NPS surveys to your customers and get fast, actionable feedback for your business. When you connect Delighted and Groove you can create tickets from your survey responses to manage your customer conversations and feedback all in one place.

Ticketing Enhancements

To help improve deliverability, we are now sending plain text versions of emails, in addition to HTML, when sending outgoing messages from Groove.

Ticket timestamps have been updated so the date appears in a more friendly format for people from all regions.

We have recently started slowly rolling out bounce support to all accounts. Now when you send an outgoing email from Groove and it bounces for whatever reason, these errors will show up as a reply on the ticket and re-open it so you are notified that it was not delivered.

Coming Soon: Multi-lingual Customer Support Widget!

In the near future we will be adding localization settings for the customer support widget. You will have the option to either allow the widget to automatically update based on the end user’s settings, or you can manually select from any of our 24 supported languages. This has been one of our most popular feature requests and we’re looking forward to getting it out the door!

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