Changelog
Follow up on the latest improvements and updates.
RSS
- Now you can apply the Automation reply rule retrospectively for the period up to 12 months.
- Let's say there was an issue in version 7.56 – it's now fixed. I create a rule with the new App version condition and set the Reply with template action (of course, Rephrase with AI to avoid repetitiveness).
- After that, you can set "12 months" for the retrospective applying, and the Automation rule will cover all reviews with this version for the whole year. You will be able to reach all customers who have ever had this buggy version.
new
Automation
Reviews feed
Reviews feed: What Automation rule set this tag?
- Reviews feed – now you can see who set this or that tag.
- Was it an Automation rule or manual tagging? If it were an Automation rule, what rule?
- Just click on the tag and see detailed information about the clicked tag source.
- "Download report" buttons appeared on the Rating analysis and Exec report pages
- They will make the page export to PDF, which can be easily shared with your teammates!
- App version filter has been added to the Automation conditions
- You can select one or multiple versions to target your Automation rule
- Use-case: If you had issues within the specific version – use Automation to cover all reviews, that are coming from this app version and ask them to update the app, as the issue has been resolved
Important: This condition is available only for the single app selection, as different apps have non-matching versions.
new
modal-trigger
Agent performance
Agent Performance – Agent reply time update
By default, stores moderate both reviews and responses, which can affect Agent reply time metrics. To avoid that and make the agent performance metrics more transparent, we added a new metric, "Agent reply time", to the Agent Performance page.
– It shows how fast agents are working, without taking store moderation time into account.
– In the example above, you can see that agents are replying within 2-3 hours, but with store processing, it takes up to 10 hours, which is the number we used to show before.
– Now, Team Leads and Managers can see the real reply time and evaluate agent efficiency more accurately.
improved
modal-trigger
Reviews feed
Reviews feed: Visual improvements
When you work with user reviews, clarity and speed matter most. That is why we've updated the
Reviews feed
layout. Tags are now aligned in a single, clean row for quick scanning – making it easier to spot topics and apply the right tag without noise.Open the Reviews feed to try the new layout and enjoy the increased productivity and focus.
Best practice:
Never leave a review untagged or unanswered – AI Agent in Automation Hub covers every review, 24/7.new
Automation
AI Features
modal-trigger
AI automation: Knowledge base support
Big update to
AI automation
– you can now add your own FAQs, knowledge bases, help center articles
, and other docs to power your rules. Try it now
How it works
- Upload product-specific documents to the AI Automation rules.
- AI uses relevant details from those docs when creating replies.
Why it matters
- More accurate, on-brand answers with less manual editing.
- Automates more cases safely, so your team spends time on the tricky ones.
new
AI Features
Agent performance
Agent performance AI summary
We’ve added an
AI Summary
to the Agent performance
page, so you can see the story behind the numbers.How it works
- Analyzes all agent performance data for the selected period.
- Surfaces the top 3 positive and top 3 negative patterns.
- Writes a plain-language recap to spotlight standout contributors, improvement areas, and potential risks.
Why it matters
- With dozens of agents and metrics, it’s easy to miss signals – the AI Summary highlights what deserves your attention.
- It goes beyond rephrasing numbers – it adds analysis and practical suggestions you can act on.
improved
AI Features
Agent performance
Agent performance AI metrics
We’ve enriched the
Agent performance
page with new AI metrics, so you can see how much AI helps your team.What's new
- AI direct replies: replies generated by AI and sent to the store with no edits.
- AI-assisted replies: replies where AI features were used and an agent made any edits before sending. It also counts replies written manually or from a template where any AI tool (e.g., Improve, Shorter, Longer) was used.
improved
Exec report
Exec report update: new metrics and cross-links
We’ve refreshed the
Exec report
to give you a clearer snapshot of your most important app metrics.What's new
- New ratingmetric: shows the average of ratings received in the selected period, making trend analysis across apps simpler.
- Cross-linkson every metric: jump straight to Rating analysis, Reviews feed, Semantic analysis, and more for deeper insights.
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