Custom AI actions, Support analytics, Article version history, and more!

We’re back to our old schedule - new updates flying your way faster than ever!

Thank you to everyone who has already adopted the Support platform and provided us with extremely valuable feedback! 🙌

So far, our AI agent Fibi has autonomously resolved 67% of the conversations, making it one of the leading support agents on the market. And this without the $0.99 per resolution BS – all paid plans have unlimited access to it. 👀

With that being said, let’s get to today’s update!

Custom Fibi actions ✨

Custom actions are one of the most powerful ways to make the Fibi AI Agent more useful for your customers. You can create completely custom workflows with external APIs to save time on your support loads.

Here are some cool workflows you could create with custom actions:

Auto-extend trials – Effortlessly manage customer trials without manual intervention.
Offer discounts – Automatically offer certain discounts to bypass budget issues.
Account insights – Quickly provide detailed customer account summaries.
Order tracking – Instantly retrieve order statuses and shipping details.
Billing & payments – Automate the retrieval of invoices or outstanding balances.

Get started here: Custom Fibi actions (Beta)

Support analytics 📊

Support metrics give you an overview of your support workload, allowing you to analyze trends, identify improvement areas, and understand if you’re working efficiently – both at the team and individual level.

This is the first version, with the most crucial metrics like median response time per agent, etc. We aim to make it more advanced down the line.

Learn more here: Support analytics

Inbox search & filters 🔎

The Support Inbox now has a powerful search and filtering to help you quickly find the right conversations.

Whether you're looking for a specific request, user, or company, you can combine keyword search with filters to narrow down your results.

It wasn’t completely ready during the initial launch, but it is now!

Article version history ⏪

You can now view every change made to an article, who made it, and when.

If you want to restore any previous version as a draft, you can do that as well. No more lost work!

Other improvements 👇

Added the option to toggle full/raw email version for support messages coming via email
The conversation details panel now has an improved icon to toggle it back on when hidden
Support platform setup is no longer behind the mandatory email forwarding configuration
and tons of other smaller stuff

That’s it for this week! Now that the support platform is out, we’re back to our old pace. 😉

If you haven’t yet checked out the Support platform, you can get started here: Support your customers

We’ve also started working on the mobile app, to support. customers on the go, and will also have some updates on the feedback platform next time!