{"id":11726,"date":"2024-05-30T01:10:25","date_gmt":"2024-05-30T01:10:25","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?p=11726"},"modified":"2026-03-30T12:55:04","modified_gmt":"2026-03-30T12:55:04","slug":"june-2024-new-in-onflo","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/product-updates\/june-2024-new-in-onflo\/","title":{"rendered":"June 2024 - New in Onflo (formerly Let's Talk!)"},"content":{"rendered":"\t\t
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Boost your team's productivity and enhance customer service with AI ticket replies and more<\/b><\/h2>

We're thrilled to announce the latest updates for Onflo (formerly Let's Talk!), including new AI features that will supercharge your customer replies and help you free up more time to focus on essential tasks.\u00a0<\/span><\/p>

These features include the new \u2728 Generate AI Response feature and the AI-powered Chatbot Completeness Report which will uplevel your chatbot's ability to respond to common community questions. We\u2019re also introducing new updates for Basic Telephony and Call Center, along with a variety of updates to enhance your Onflo experience. <\/span><\/p>

Let's dive into what's new:<\/span><\/p>

Onflo: New AI features to deliver fast, accurate, and efficient customer service<\/b><\/h2>

\u2728 Generate AI Response for Onflo tickets<\/b><\/h4>

All Onflo users will now see a <\/span>\u201c\u2728 Generate AI Response\u201d<\/b> option when drafting a reply in Onflo. With a simple click, Onflo will generate a response using content from the <\/span>Resource Center<\/span><\/a>. While our AI is powerful, we always encourage users to proofread and personalize their replies before sending. Learn more about how to use \u2728<\/b> Generate AI Response<\/a>.\u00a0<\/span><\/p>

\u2728 AI Themes for Tickets<\/b><\/h4>

Understanding tickets is now easier with AI Themes for Tickets<\/a>. These themes automatically classify each ticket into preset categories, providing valuable insights into common topics. Themes are consistent across all Onflo accounts and will be updated as new issues emerge.<\/span><\/p>

\u2728 Chatbot Completeness Report<\/b><\/h4>

The AI-powered Chatbot Completeness Report<\/a> tests your chatbot's ability to respond to common questions so you can proactively update your Resource Center. See how your Chatbot stacks up by running the report in the new \u201cReports\u201d tab under Chatbot Settings.<\/span><\/p>

Basic Telephony: SMS Opt-Out for texting and list phone numbers by name<\/b><\/h2>

SMS Opt-Out for Texting\u00a0<\/b><\/h4>

We\u2019ve released a new SMS Opt-Out feature<\/a> in adherence with the Telephone Consumer Protection Act (TCPA). This feature provides a default Opt-Out Message sent the first time a phone number texts a district phone number. It also includes an indicator in the customer profile to show if a customer is \u201cOpted-Out,\u201d prevents Onflo users from sending text messages to opted-out customers, and shows in a timeline if a text message was bounced back.\u00a0<\/span><\/p>

Language Assignment in Queues<\/b><\/h4>

You can now assign a language to any queue to ensure calls are routed to the appropriate language and that the language chosen is captured in the ticket details should further follow-up be required.<\/span><\/p>

List Phone Numbers by Name\u00a0<\/b><\/h4>

When placing an outbound call using <\/span>Onflo\u2019s telephony features<\/span><\/a>, the drop-down menu now shows the phone line's name in addition to the number.<\/span><\/p>

Call Center: Set Business Hours, see details about agent availability, and assign languages for calls\u00a0<\/b><\/h2>

Call Center Business Hours (Call Center Only)<\/b><\/h4>

Make the most of your team\u2019s time by setting specific times and days of the week when queues are open with the new <\/span>Call Center Business Hours<\/span><\/a>.\u00a0<\/span><\/p>

Agent Status Report (Call Center Only)<\/b><\/h4>

Under the Telephony Report Tab in <\/span>Call Center<\/span><\/a>, system admins can see details about agent availability. Check out this article to learn more.<\/a>\u00a0<\/span><\/p>

Landing Page and Tab Editor now features a new Tab and FAB Color Picker<\/b><\/h2>

Users with access to <\/span>Landing Page Editor<\/span><\/a> will now be able to select a color from a color palette to match their Onflo Tab and FAB to branding guidelines.<\/span><\/p>

Topics Manager: New spreadsheet template for importing Categories and Topics\u00a0<\/b><\/h2>

Streamline implementation with a standardized spreadsheet template for importing Categories and Topics<\/a>. This feature allows system admins to import Categories and Topics in bulk into Onflo instead of manually adding each Category and Topic, saving time during implementation. This tool can also be used to update Topics in bulk (just in time for summer cleanup!)<\/span><\/p>

Notifications and User Log: <\/b>System Admin Notifications<\/b><\/h2>

An enhancement to our <\/span>User Provisioning API<\/span>, system admins will now receive a weekly email notification when a new user is added, edited, or made inactive in Onflo. This information will be available in-platform via the updated Activity Log with enhanced filters.<\/span><\/p>

Ready to dive in?\u00a0<\/b><\/h2>

We're excited about these updates and look forward to hearing how they transform your customer service. As always, we value your feedback and are here to help your team have the best Onflo experience. If you have questions about these new updates, reach out to your Client Success Manager or our <\/span>Client Care team<\/span><\/a>. <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Boost your team's productivity and enhance customer service with AI ticket replies and more We're thrilled to announce the latest updates for Onflo (formerly Let's Talk!), including new AI features that will supercharge your customer replies and help you free up more time to focus on essential tasks.\u00a0 These features include the new \u2728 Generate...<\/p>\n","protected":false},"author":36,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[414],"class_list":["post-11726","post","type-post","status-publish","format-standard","hentry","category-product-updates","tag-ai-features","tag-basic-telephony","tag-call-center"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/11726","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/36"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=11726"}],"version-history":[{"count":10,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/11726\/revisions"}],"predecessor-version":[{"id":16144,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/11726\/revisions\/16144"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=11726"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=11726"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}