Shared Assets:

🚀 Distribution Cycle Reset Changes

We've made some updates to the distribution cycle reset settings, including a new home for the configuration and two new features. 

What’s changed: 
The cycle reset now lives in its own dedicated tab (previously under Credits & Adjustments). We've also refreshed the layout and copy within Credits & Adjustments but it's still the same functionality.

New Additions:

• Reset Now button – Manually reset all distributions in a given workspace with a single click

• Yearly reset period – A new option alongside daily/weekly/monthly. When selected, you choose the month, and the reset happens automatically on the first day of that month.

🚀 Meetings Scheduled Column – Calculation Change

We've updated how the Meetings Scheduled column is calculated in distributions – both when editing a distribution directly and in the distribution reporting tab. 

Previously: 
The column showed meetings scheduled to sit (or already sat) within the period, minus no-shows, minus cancellations, plus/minus reassignments in or out. This meant a meeting could appear in both the Meetings Scheduled count and the Cancelled or No-Show column.

Now: 
The column shows meetings scheduled to sit (or already sat) within the period, plus/minus reassignments only. No-shows and cancellations are no longer included in this sum – they still appear in their own dedicated columns.

What’s next: 
We're planning to surface more details on this page – reassignments in/out, vacation calibration, and mid-cycle calibration adjustments. The column will also be renamed from "Meetings Scheduled" to just Meetings, with inline indicators for scheduled/held, cancelled, and no-show – all visible at a glance within a single column. See the screenshot below for a sneak peek.

🚀 Spam Checker: Feedback mechanism and Allowlist added

Feedback Mechanism

Admins now have access to give feedback about the result of a spam check. The feedback will teach the model and help improve accuracy. Feedback is tenant-specific; therefore, marking ola@piper.com as spam in tenant abc doesn’t mean it will be marked as spam in tenant xyz. 

Various ways to provide feedback: 

Testing Page


 

Spam Dashboard



Concierge Logs


 

Allowlist

Admins can now add email addresses or domains to an allowlist, and those will always be marked as non-spam. When an email or domain is on the allowlist, all other checks will be marked as “skipped” in the logs because they will not be evaluated.

Concierge:

🚀 Spam Score can now be sent to Salesforce

Spam Score is now supported in Salesforce when using the Spam Checker path.

What changed:

• The Update / Create Record node is now allowed on the Spam path, enabling Spam Score to be written to CRM records

• Added a tooltip to the Spam Checker node to clarify setup requirements

Why it matters:

• Makes Spam Score usable in Salesforce workflows and reporting

• Clarifies how Spam Score data reaches the CRM

Chat:

🚀 Chat AI conversation transcripts are now visible in the Inbox

Previously, when a visitor engaged with Chat AI before being routed to live chat, reps could only see the captured data (email, name, company) but not the actual conversation. This meant taking over a thread without knowing what the visitor had asked about.

What changed:

The full Chat AI transcript now appears in the Inbox conversation view. Reps can see the complete message-by-message exchange between the visitor and the AI before they were routed.

Why it matters:

• Better handoffs – Reps can pick up the conversation with full context instead of asking the visitor to repeat themselves
• Faster responses – No guessing what the visitor needs; it's all visible in the thread

This also backfills previous conversations, so you'll see Chat AI transcripts for historical threads too.

🚀 Export Chat Conversations

It's now possible to export conversations from the Chat logs!

How it works:

• Set your date range in the Chat logs
• Click "Export Conversations" – a pop-up appears showing the export progress
• Once ready, the status updates automatically (no need to refresh)
• Click the download icon to grab your file, or delete if you no longer need it

What’s Included:

The export includes the full conversation details:

• Guest ID
• • Timestamp
• • Sender (bot, guest, or user)
• • Message text

Important Note:

• The export includes all conversations regardless of the "show anonymous visitors" filter
• Processing time varies depending on export size
• This is different from "Export to CSV" – that option only exports the table view, not the conversation details

Why:
This allows customers to proactively analyse their chat conversations – looking for patterns, identifying common questions, and refining strategies. We'll be adding native conversation reporting to automatically surface themes and trends, but wanted to give access to raw conversation data in the meantime.