April 2, 2025
Unified Analytics
New Care Board: Service Level Agreement
The Service level agreement board is currently in early access. We cannot guarantee data consistency during the early access period. Some features may change before the full release.
Please report any bugs you encounter. If you have any questions, please contact your Customer Success Manager.
In Unified Analytics, we added a new board under the Care module: Service level agreement.
This board allows you to analyze response times and case resolution within SLA, as well as the ability to monitor and track SLA adherence for individual agents. The board displays metrics related to SLAs breached, SLAs met, SLA miss rate, completion time, breach time, and more.
Data availability
The data available on the Service agreement board is based on the Care cases created on April 1, 2025, the earliest. Data about the cases created before April 1, 2025, is not available on the board.
The underlying data may be subject to changes during the early access period.
Learn more:
Unified Analytics - List of Boards
Analyze Performance of Your Care Operations
Set Up an SLA in Care
Settings
New Approach to Managing Business Hours
We are excited to introduce a new, more efficient way to manage business hours.
You can now configure business hours in a centralized manner, independently of profiles, and more efficiently manage the business hours across multiple profiles. The new approach reduces repetitive tasks and manual effort and helps save time, overall improving your user experience.
What is the main benefit of the new approach?
Before: You had to configure and update business hours for each profile separately.
If you have a large number of profiles to manage and support, that may have been time-consuming and required a considerable amount of manual work.Now: You create sets of business hours as a one-time task and then assign them to profiles (individually or multiple at once). If you need to update business hours for multiple profiles, you can adjust the business hours themselves without the need to update each profile individually. This significantly reduces time and effort spent on managing business hours.
What changed?
There is a new section in Settings where you can manage business hours separately from profiles.
The Business hours tab of the profiles was updated to allow you to assign business hours in just two clicks.
In the Channels section, you can assign business hours to multiple profiles at once.
No action required!
We updated the existing setup of business hours in your Emplifi account to be in line with the new approach: based on how business hours were configured within your profiles, we created new business hours entities in the Business hours section in Settings. Each unique configuration of business hours across the profiles (the timezone, time slots, and holidays) was converted into a new business hours entity and assigned to the profiles it was initially configured in.
The new business hours entities have generic names based on the profiles they are linked to.
Each profile retains its business hours setup, enduring no disruption and no changes in your analytics.
Take a look around
Although there is no action needed from your side, we encourage you to review the new arrangement and familiarize yourself with the new approach. If needed, you can rename and adjust the automatically created business hours.
Learn more:
Set Up Business Hours for a Profile
Ratings & Reviews
New Filter for Review List Widget: AI Review Topics
AI Review Topics is currently in early access. Some features may not be available or change before the full release. If you have feedback or would like access before the general release, please contact your customer success manager.
We are excited to announce the early access of our AI review topics filter. Designed with idea of helping your shoppers navigate product reviews more efficiently, AI Review Topics analyzes the most linguistically prominent words or phrases within the reviews of a product to generate a list of themes or topics associated with those words that shoppers can then use to filter product reviews.
Learn more:
AI Review Topics
Deprecation of Instagram Insight Metrics - April 2025
As per the Meta’s announcement, several Instagram insights metrics will be deprecated on April 21, 2025. You can find more information in the Meta’s changelog.
The good news is that we found a way how to mitigate the impact by remapping available data from other metrics into the existing analytics tools.
Learn more:
Instagram Insights Metrics Deprecation (April 21, 2025) and Views Integration
Bot
Miscellaneous Improvements
This release includes:
The ability to save a transcript to a variable
Accessibility improvements for the web chat
Messenger security improvements
Fixes for the conversation flow editor
Learn more:
Emplifi Bot