Product Update: Help Scout Docs integration, report updates, search and automations
November has been a huge month for Buffer and our incredible customers! Though the holidays are just around the corner we’re continuing to improve the Reply product and experience at a blistering pace.
Help Scout Docs Integration
We’re yuuge (too soon?) fans of Help Scout. So it only felt natural to bring these products even closer together. You can now include a Help Scout article directly in your replies:
And we’re just getting started. We’ve got a ton more planned for Help Scout (and other helpdesks) too. Stay tuned ;-)
We’ve released a brand new reporting experience with the key metrics you need front and center. We’ve added new data export options and an all new tag reporting feature:
One of the most powerful new features to come to the product are automations. You can now auto-tag, route, assign and filter your conversations based on a number of criteria including keywords, phrases, language and a whole lot more.
With automations we’re helping teams separate their support and marketing conversations, assign items to the right team member and even filter out things like auto-status updates and spam.
It’s now easier than ever to find a past conversation with a customer. Search by customer name or social username to quickly find conversations across Twitter and Facebook:
Maybe a new article just went viral or you’ve just launched a new product. Either way you can use our new bulk editing feature to select multiple conversations and quickly tag, assign, or close all in one fell swoop:
Transparent Road Map
And here’s what’s next – check out our Transparent Product Roadmap to see what the team is working and will be releasing soon!
Phew. That’s all for now :-)