July 2024

Releases this month

• July 8 - Inbox Team Widgets in My Reports
• July 8 - Duplicate Automated Rules
• July 11 - Profile Collections within Publishing Profile Filters
• July 16 - Auto-associate Follow-up Messages in Cases
• July 19 - Slate Integration
• July 23 - Contact Lists
• July 29 - Default Queue for Case Creation
• July 30 - Audit Trail Enhancements for Cases 

July 8, 2024

Gain greater insights into your Customer Care efforts with Inbox Team Widgets in My Reports

Now Premium Analytics users can include Inbox Team user data within My Reports.  These widgets integrate Inbox Team user data into your analytics dashboard, offering a comprehensive view of response efficiency and performance. The Inbox Team Member Performance widget tracks individual metrics like response times, while the Inbox Team Summary widget provides a holistic view of team-wide trends. With customizable metrics and actionable insights, these widgets empower you to optimize workflows and deliver exceptional customer care experiences consistently.

Learn more about using My Reports widgets in this overview.

July 8, 2024

Duplicate Automated Rules for faster, easier rule creation

Duplicate Automated Rules is designed to streamline your workflow and save you valuable time. With this new tool, you can easily duplicate an existing rule, allowing you to quickly create new rules with similar criteria and make minor adjustments as needed. This enhancement located in the three dot menu addresses a common challenge of manually inputting extensive keyword lists, reducing the risk of errors and improving efficiency in managing your rule sets. By popular demand, this feature helps you manage your automated rules more effectively and focus on what matters most.

Learn more about Automated Rules with this overview.

July 11, 2024

Easily find your Profile Collections and compose posts with ease.

Your Profile Collections are now just a click away. Use the Profile filter on your Publishing pages to locate and select them for faster post creation. 

Learn more about using Profile Collections and Profile filters with this how-to.

July 16, 2024

Effortlessly manage and respond to all public and private messages in one unified Case view

The Auto-associate Follow-up Messages in Cases feature is a game-changer for customer care agents, offering a consolidated view of all relevant customer interactions. Previously, agents faced challenges with fragmented communication, missing crucial context as messages were split across different cases. This new feature addresses that by unifying both related public and private messages within a single case, creating a seamless narrative of customer interactions. This not only saves agents time but also improves their ability to respond accurately and promptly, leading to higher customer satisfaction and reducing the risk of missed outreach.

Learn more about how to use Cases with this overview.

July 19, 2024

Streamline your content creation with Sprout's new Slate integration

Revolutionize your content strategy and planning with our newest integration with Slate. Recognizing the challenges of disjointed workflows across different tools, this integration allows those who use Slate for content creation and asset management to seamlessly send their content directly to Sprout as draft posts. By eliminating manual transfers and fostering better collaboration, this integration simplifies processes, saves time and reduces errors, ultimately creating a more cohesive and efficient content management experience.

Learn more about our integrations with this overview.

July 23, 2024

Manage and block unwanted messages with Contact Lists

"VIP Lists" just became "Contact Lists," a name that better reflects their versatile use.  Now you can create lists for not only influencers, stakeholders, fans/followers, celebrities, political officials, content creators, competitors and news media, but you can also easily create lists for spammers. With this change in name comes a new feature that allows Contact Lists to function as block lists for cases, ensuring messages from these profiles do not create new cases or add to existing ones. Enable this by creating or editing a list and selecting "Block case creation for messages from this list."

Learn more about Contact Lists with this overview.

July 29, 2024

Introduction of a Default Queue to enhance the Case creation process

This update allows for greater flexibility and simplicity by no longer requiring an assignee to create a case. The case creation picker now defaults to Unassigned instead of the user themselves. Users can easily assign cases to themselves or select a team queue/assignee. The Default Queue is the first step towards customizable queues, which will be available later this year.

Learn more about how to use Cases with this overview.

July 30, 2024

Get more insight with Case deletion now included in Audit Trail Logs

Now when you download the Audit Trail Logs from Sprout, you can view when users delete a Case with new events logged in the table.

Learn more about Audit Trail Logs with this how-to.