April 30, 2025

Dashboard

New Widget to Track Page Likes on Facebook or Followers on Instagram

In Dashboard, we introduced a new profile-level widget, Profile likes/followers - insights, that displays the total number of users who have liked your page (Facebook) or followed your profile (Instagram) during the selected date range for profiles with insights connected to your Emplifi account.

For Facebook profiles, we recommend that you use this widget to get data on local followers if your Facebook page has transitioned to the “new Page experience”.

Learn more:
Profile likes/followers (insights)

Ratings & Reviews

Updates to Reviews Endpoint for API: AI Review Topics

AI Review Topics is currently in early access. The early access program is English only. 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 updated our /reviews endpoint response with a new section for our AI Review Topics feature: topics.

• Each review object now returns a list of topics and their associated scores (how strongly the model associates the review with each topic.

• You can also filter your review results by AI Review topics.

You can learn more about the changes to the API in our early access documentation: AI Review Topics Early Access API Documentation

Learn more:
AI Review Topics

Deprecation of Shop Account SSO Method for Emplifi Ratings & Reviews, Q&A, Photos App for Shopify

It is no longer possible to authenticate shoppers using their Shop account credentials.

As a result of this change, shoppers must now enter their information after submitting a review—unless they arrive via a Review Submission Email (RSE), in which case their information is already known.

If you already manage your own account system, this change does not affect you. However, if you used your shoppers' Shop accounts as the SSO method and would like to continue using SSO with the Emplifi Ratings & Reviews, Q&A, and Photos App for Shopify, you must switch to your own provider and notify us.

Bot

Routing Rule Escalation Behavior and Webchat Quick Replies

This release includes:

• An update to Routing Rule escalation behavior
  Routing Rules were updated to avoid existing rules accidentally triggering after a conversation has been escalated to a human agent. In some circumstances, depending on the configuration, a rule could be triggered that would show configured responses to the customer, causing confusion. This change removes that possibility entirely, pausing any routing rule activation during handover/escalation.

• Webchat quick replies
  Quick replies in Webchat channels were updated to support the ability to open URLs when a customer clicks a quick reply button, resolving some legacy confusion around configuration of this capability.
  This capability is available only for Webchat channels.

Learn more:
Emplifi Bot