{"id":12393,"date":"2024-10-21T14:19:25","date_gmt":"2024-10-21T14:19:25","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?p=12393"},"modified":"2025-10-27T21:34:20","modified_gmt":"2025-10-27T21:34:20","slug":"new-in-onflo-october-2024","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/product-updates\/new-in-onflo-october-2024\/","title":{"rendered":"New in Onflo (formerly Let's Talk!) \u2014 October 2024"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"12393\" class=\"elementor elementor-12393\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-99929ae elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"99929ae\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f543ec3\" data-id=\"f543ec3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7c62417 elementor-widget elementor-widget-text-editor\" data-id=\"7c62417\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><i><span style=\"font-weight: 400;\">View recipients cc\u2019d on email tickets, Comparison Report access for Category Administrators, updated Critical Alerts user interface, and more!\u00a0<\/span><\/i><\/h3><p><span style=\"font-weight: 400;\">With the 2024-2025 school year underway, we\u2019re delivering enhancements and refinements to improve your overall experience in Onflo (formerly Let's Talk!). This month\u2019s noteworthy updates include the ability to see recipients who are cc\u2019d on tickets, Comparison Report access for Category Administrators, an improved experience for Critical Alerts, and more!\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Your feedback continues to inspire and inform the updates we deliver in Onflo, and we encourage you to share your thoughts and ideas with your Client Success Manager or submit feedback through the question mark icon in Onflo.\u00a0<\/span><\/p><h2><b>Updates inspired by our Onflo community\u00a0<\/b><\/h2><p><span style=\"font-weight: 400;\">We\u2019re excited to deliver updates and refinements that improve the overall Onflo user experience, inspired by your feedback. Here\u2019s a look at what\u2019s new:<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>New Role! Resource Center Manager: <\/b><span style=\"font-weight: 400;\">System Administrators can now assign Resource Center Managers under sections in the Resource Center to help maintain your district\u2019s Resource Center in Onflo. These managers can update and maintain content for the specific sections they\u2019re assigned to.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Resource expiration dates: <\/b><span style=\"font-weight: 400;\">Some resources, like school calendars, have a set lifespan. With this update, you can now assign an expiration date to resources, ensuring they automatically go offline when no longer needed.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Simplified resource selection for Onflo Chatbot Profiles: <\/b><span style=\"font-weight: 400;\">System Administrators and Resource Managers can now apply a resource or FAQ to one or multiple profiles during the resource creation process, simplifying content management.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Updated text editor for ticket replies:<\/b><span style=\"font-weight: 400;\"> We\u2019ve made replying to tickets smoother and more user-friendly. Enjoy updated text editor features, spell check, and the ability to right-click to copy\/paste \u2014 so you can focus more on conversations.<\/span><\/li><\/ul><h2><b>Ticket Manager\u00a0<\/b><\/h2><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>View CC'd email addresses on Ticket and Reply All in Ticket Manager: <\/b><span style=\"font-weight: 400;\">You\u2019ll now see \"Other recipients\" on tickets, which includes those who were cc'd on the ticket. You can also \"reply all\" from the ticket.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Label User as Name instead of \u201cMe\u201d:<\/b><span style=\"font-weight: 400;\"> You will now see your name assigned to tickets instead of \u201cMe.\u201d<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Generate AI Themes for past ticket data:<\/b><span style=\"font-weight: 400;\"> Building on our AI capabilities for ticket management, you can now view AI ticket themes in past tickets. This is important for Overview Dashboard enhancements coming in the next release.\u00a0<\/span><\/li><\/ul><h2><b>Settings and User Management<\/b><\/h2><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Activate users from the front end: <\/b><span style=\"font-weight: 400;\">System Administrators will now be able to easily activate users under Settings, saving time when onboarding new users.\u00a0<\/span><\/li><\/ul><h2><b>Critical Alerts<\/b><\/h2><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Improved Critical Alert UI for mobile and web:<\/b><span style=\"font-weight: 400;\"> Critical Alerts will now have a Critical label at the Inbox level for both mobile and web. Additionally, you can group Critical Alerts and sort by Priority\/Status.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Enhanced privacy controls for private topics:<\/b><span style=\"font-weight: 400;\"> You have expressed the need for greater control over the privacy of tickets submitted to private topics. Previously, safety teams were automatically included in tickets flagged as critical. With this update, the topic owner will now be notified of critical tickets and can decide whether to involve safety or security teams.<\/span><\/li><\/ul><h2><b>Telephony\u00a0<\/b><\/h2><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Disable Voicemail for Queue: <\/b><span style=\"font-weight: 400;\">For districts that leverage our Telephony and Call Center features, you can now customize your settings to disable voicemail, prompting callers to call back later or try a different channel, such as submitting a ticket.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Queue Prioritization: <\/b><span style=\"font-weight: 400;\">This makes it possible for Call Center users to answer calls based on the priority assigned to the queue, allowing priority calls to jump the line. A recent update allows supervisors to see the priority within the Queue Management page.\u00a0<\/span><\/li><\/ul><h2><b>Call Center<\/b><\/h2><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Updated accessibility for Call Center dashboard: <\/b><span style=\"font-weight: 400;\">Previously, only System Administrators could view the Call Center dashboard, but now department leaders can access their specific queues and reports without full admin privileges. This mirrors the existing permissions for Category Administrators, ensuring department leaders have visibility into relevant data while maintaining appropriate access control.<\/span><\/li><\/ul><h2><b>Onflo Chatbot<\/b><\/h2><ul><li aria-level=\"1\"><b>Simplified resource selection for Onflo Chatbot Profiles: <\/b><span style=\"font-weight: 400;\">System Administrators and Resource Managers can now apply a resource or FAQ to one or multiple profiles during the resource creation process.<\/span><b>\u00a0<\/b><\/li><li aria-level=\"1\"><b>Tailored customer experience based on Customer Type: <\/b><span style=\"font-weight: 400;\">Onflo Chatbot, our AI-powered chatbot, now offers customized responses based on Customer Type \u2014 employees, parents, students, and community members \u2014 for a more personalized experience.<\/span><\/li><li aria-level=\"1\"><b>Conversational chatbot interactions: <\/b><span style=\"font-weight: 400;\">Sometimes, customers start a chatbot ticket with a simple \u201chello.\u201d Previously, these interactions were logged as unanswered questions. To provide a more friendly and conversational experience, the chatbot can now engage in basic pleasantries.<\/span><\/li><\/ul><h2><b>Ready to dive in?\u00a0<\/b><\/h2><p><span style=\"font-weight: 400;\">We're excited about these updates and look forward to hearing how they transform your customer service. In case you missed updates released during the back-to-school season, <\/span><a href=\"https:\/\/www.k12insight.com\/kc\/product-updates\/new-in-lets-talk-august-2024\/\"><span style=\"font-weight: 400;\">read the August 2024 product update.<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">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><a href=\"https:\/\/www.k12insight.com\/support\/\"><span style=\"font-weight: 400;\">Client Care team<\/span><\/a><span style=\"font-weight: 400;\">. <\/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":"<p>View recipients cc\u2019d on email tickets, Comparison Report access for Category Administrators, updated Critical Alerts user interface, and more!\u00a0 With the 2024-2025 school year underway, we\u2019re delivering enhancements and refinements to improve your overall experience in Onflo (formerly Let's Talk!). This month\u2019s noteworthy updates include the ability to see recipients who are cc\u2019d on tickets,...<\/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-12393","post","type-post","status-publish","format-standard","hentry","category-product-updates"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/12393","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=12393"}],"version-history":[{"count":11,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/12393\/revisions"}],"predecessor-version":[{"id":14973,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/12393\/revisions\/14973"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=12393"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=12393"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}