In a much-anticipated release, you can now create helpers & hotspots on your site that will disappear after your user has viewed them. This is perfect for onboarding new users, or bringing attention to something new that you've just released, then removing that helper to keep your interface clean.
This coincides with an interface update to the visualizer and the main helpers admin area to streamline the flow of creating helpers for your site.
Adding a single use helper
When creating your helper, you'll be given the option of when to show this helper, you can choose to show it "once per user" (in which case it will show for the user until they view it, then it will be hidden) or "permanently".
Sometimes if there's a lot going on, it's easy for the hub to get overwhelming. So we're starting a process of allowing you to further filter down what is shown, to help you more easily manage your workload, and the workload of your team.
The first available filter, is to show only the cards that are assigned to a specific user, which you can see below:
In a major update to allow more control over the visibility of your content, we're introducing the concept of Published vs Unpublished content (Draft).
This will allow you to safely create and manage content that remains hidden from your user base until you're ready for its full release, or, be able to take an article offline if it's deemed no longer worthy of public view until you can repair it.
To help with showing the state of an article, when editing your content you'll now see two distinct labels, status, and viewing.
Draft: If the status of the article is Draft, this means that no matter what, this article is not visible to your end users via the Assistant, the hosted KB, or anywhere else.
Published: If the status is Published, this meant that it is available for reading (pending any access control you have setup).
Revision In Progress: This means that you're currently looking at the very latest version of the article, along with any updates that have been made to it that aren't yet made public to your audience. As soon as you make an edit to an article, it will switch to this state.
Last Published: This means that what you're currently viewing in the editor, is the version that your customers have access to (assuming the status is "published").
If your content is in Draft mode, to get it into the hands of your users you'll need to publish it, which is as simple as hitting the green Publish button.
Publishing changes to an existing article
In much the same way, if your article is already public and you've made changes to it, you can hit the green Publish button to push your updates to be the latest version and available to your users.
If you need to unpublish content, and move it back into draft mode, you can do so by hovering over the "..." beside the Publish button to display the secondary menu, and select the "Unpublish" option.
Comparing the current revision against the latest version
If you need to compare the work you're currently doing against the original, to make sure that you're actually making an improvement and not making this worse, you can quickly toggle the view to show your revision, or the last published version.
Filtering content by publish status
When viewing your content dashboard, to make it easier to see what still needs to be approved for release, you can filter your content based on its publish status.
If you combine this with filtering by content that has revisions, you can easily see what content is a work in progress, and bulk publish that content when it's ready right from the content dashboard.
Mark content as unpublished
Mark content as unpublished (draft)
Filter by publish status and if the content has revisions
This is the biggest update to the Hub since its public release back in February, we've got more on its way but if there's something specific you'd like to see, let us know.
Attach an article to a Hub card
As a much-requested update, you can now manually create a new card for your team, and attach a specific article to it for reference.
This helps to streamline the process of improving your content over time by quickly flagging an article for an update, or by connecting an existing hub card to an article that you're working on to resolve the issue that's come up.
We've also rethought the layout of the screen to make your experience with the Hub more fluid and natural.
Better visibility on which card in the list is currently active
Moved the quick actions for a card to the top of the page, increasing the width of the main card activity area
Added quick reply button for feedback cards, making it easy for you to quickly respond to the feedback submitted
Cleaned up the card breakdown, making it easier to consume the card at a glance
Improved the information shown to see the current type & state of the card
To help with finding the content that needs the most attention, or just help you find what you want to update, we've introduced a number of updates to the content dashboard to help you get your work done faster.
When viewing your list of content, to the top right of the list is a dropdown that will allow you to sort by the oldest or newest content, or if you're viewing a specific category you can display it in the same order that you're displaying it to your users.
Need to narrow down the content to just the content that a particular agent has contributed to, and in a certain period of time? Filters has you covered.
Article view counts & reactions
To help with seeing how people are using and reacting to your content at a glance, two new columns have been added to the content dashboard. Views, and reactions.