📢 Next Big Update

Greetings Everyone, We’re thrilled to give you a sneak peek into the significant updates we’ve been crafting for you. 🧠 AI Chatbot Our development efforts are currently focused on creating an AI chatbot trained with your knowledge base content, along with a wide array of external data sources like PDFs, Google Docs, Notion, and web pages. You’ll have complete control of these indexed documents, with options to add or remove sources as you see fit, as well as monitor the AI’s conversation history. Plus, we’re refining the AI-Agent handover process. Should the AI stumble, your users can effortlessly escalate the conversation to a help desk ticket for human assistance. 🎟️ Enters: Help Desk and Realtime Chat Prepare for the introduction of an advanced Help Desk paired with a realtime chat widget. This will transform user messages into tickets on your Dashboard, which you can tackle with immediacy, assign for team collaboration, or resolve directly. 🗨️ Embeddable Live Chat Widget With simple code integration, you’ll soon be able to embed a live chat widget directly into your product. This grants your users the choice to engage with the AI chatbot or connect with a live support agent. We’re not only focusing on the functionality but also on the aesthetics, ensuring you can customize the widget to fit your brand seamlessly. Post-launch, we’re looking to enhance the widget further with features like in-chat access to featured articles or your full knowledge base. 🖥️ Multiple Workspaces We’ve taken your feedback to heart and are developing a feature that allows you to manage multiple workspaces within a single account. Each workspace will be tailored with its unique branding and custom domain, all streamlined for an efficient help desk experience. We are planning to release these new features in Q1 2024. Stay tuned for the updates!

WhatsApp integration for the chat/tickets solution

We all manage conversations between emails, chats, WhatsApp… So would be amazing having an integration to be able to use WhatsApp inside Simplebase. I’m not asking about the AI Chat bot, I’m talking about human agents. And being able to connect a conversation with a client profile, mixing the tickets that person has, with the WhatsApp thread, and other details like extra data on the profile. This could be simple, making Simplebase work as a “device” (like Many contacts does), or with an official integration.

Right now we use Click Up

We need a way to create a form and that form creates a certain Style tickets and we chan move it from start to in progress to completed and be able to have conversations with clients about the said ticket

Connect su Telegram bot

Is possible to connect the custom bot to Telegram bot?

Upload Markdown docs to use to train ai

I understand that it is true that the ai is better able to read and learn from a markdown doc than it can from a pdf. For various reasons, including the headings of markdown docs.

Post an article to a collection not a category.

Allows for articles to be associated with the collection in general, not the specific category.

Send sign-in code emails from Workspace smtp router address

Allow the Private KB sign-in code emails to come from the smtp router address used within each workspace for help desk requests, instead of the current sender ("Team Simplebase" hello@simplebase.co).

Allow uploading of multiple pdfs for train AI

Right now we have to upload one by one PDF to train the AI which is time consuming.

Option to increase the height for reply section in helpdesk

Right now, you have provided a very sleek section for replying. I think the user should have the option to toggle the reply section to a large part as it is not at all user friendly to reply to inbox emails.

Option to have bcc email for all the response made from Helpdesk section

I think you must have an option to add a bcc response to all the reply sent from the helpdesk so the company can have the records in his own email in case Simplebase decide to shut downs its operation.

Auto Reply after receiving a email in Helpdesk inbox

I think the app should have an option to send a auto reply (along with the ticket number) as soon as any customer drop an email for support. This will serve as an confirmation of the email by the company and the approx time which the company require to repond.

Ticket Number

I think you must have auto generated ticket number system for each email received in Helpdesk inbox.

Search in Helpdesk Inbox

You do not have the search functionality in the Helpdesk section which is very basis requirement

Add a link to relevant article/s that AI chat responds. The AI chat performs very well, but when it reads from our support articles there is often more information in the support article that a user will want to know. e.g. a picture or more detail of how to do something. If the most likely/relevant link could be added to the chat response that would go a long way. As a current workaround I'm putting links into my articles to refer them, so the AI gives a link in its answer ;-)

Notification Sound

When user sends a message, admin should get notified by some notification sound in dashboard same for user when they receive message from support Its really basic thing which should be there but surprisingly its not

Hubspot and CRM integration

Enrich customer profile while having a chat with them by pulling data from CRM

Conversation context for AI chat bot

Looks like the chat bot isn't taking into account prior messages in a chat. If you ask for something, then ask "what did I just ask", the bot is unaware of the prior context. This does not take advantage of LLM grounding and can cause users to have a difficult conversations with the bot. Can we add {{ prior_conversation }} as a field in the custom prompt so we can add it ourselves? Or perhaps this is something happens on the backed by default. In any case, this would significantly improve the AI chat experience.

Generate token for API access

It would be great to integrate Simplebase with third party services using a documented API.

Toggle to expand a text heading within an article like in Notion/ Google Docs

Articles can get messy... It would be great to have a Toggle option so viewers can expand/ shrink headings headings at will.

Parse help desk reply emails

When a customer replies to us, the service currently does not strip out all of the prior messages. So it can get VERY long. Example: and so on... Their reply to our reply Our reply to them Their original email message to us

Change "You have new messages in your conversation" subject line

It isn't exactly straightforward, especially for customers who emailed in and didn't use the chat box to contact us. Please either keep the subject line they used to contact us or let us set the subject line for all messages. We've noticed more customers saying we never got back to them because they saw that odd subject line and knew it wasn't the one they used to write us. Even Gmail won't see it as a reply to their email and it will show as a brand new message.