Groove in April: Busiest Times, Classic View, KB Localization, and More!

Here are some of the features, improvements, and bug fixes we shipped in April.

Legacy Groove Sunsetting June 1

It’s official, legacy Groove is scheduled for deprecation on June 1, 2019.

This shut down applies to both the legacy Inbox app and the legacy Knowledge Base. We recommend starting the migration process now for your KB and we have guides available for migrating both single KBs and multiple KBs.

The migration process is simple and if you have any questions, our team is here to help.

Inbox Updates

Performance Improvements

Performance enhancements have been a priority over the last few weeks and our most recent changes dramatically improve the performance for when your inbox is under heavy load.

This means you should see speed improvements during periods of high incoming email volume as well as high volumes of agent activity in your account.

Classic View

Back by popular demand, Groove’s Classic view is now available by clicking the new layout button in the bottom left corner of your Groove Inbox.

Readability Improvements

With the launch of Classic View, we also made a few tweaks to the readability of your Inbox.

• Darker font and larger font size to make it more legible
• Improved layout so you can quickly see assignee and collision detection
• Increased sizing on common elements to make it easier to find information in conversations

Upcoming UX improvements

Now that Classic View has been released, our team will be focusing on a host of UI/UX improvements based on the feedback we’ve received over the last few months.

• Reply editor
• Canned Replies
• Tagging
• Account settings

Reporting Updates

Busiest Time

The Busiest Time chart is now available! Right on your Conversations page and your Agent/Team detail pages we’ll show you the busiest times for your email activity in your Inbox. By visualizing when your customers are most active, you can schedule your support team during the hours that are most helpful to your customers.

UX Improvements

• Your setting regarding Business Hours is saved between sessions (no more rechecking!)
• The date picker was rebuilt from the ground up with a focus on performance
• Metric labels indicate which type of average you’re using
• Articles in the Most Viewed Articles table directly link to the relevant article

Billing Updates

Next charge estimate

It’s important to know what you’re going to be charged and why. We’ve recently added a detailed summary about your upcoming bill, including any prorations and credits, so you know exactly what your next charge is going to be.

This summary is available to account owners on the Billing summary screen, directly beneath your subscription plan overview.

Billing Activity screen (Coming Soon!)

To provide additional clarity along with the next charge estimate, our billing team is in the process of building a new billing activity screen. This screen will provide a comprehensive overview of all recent billing changes that affect your subscription charges.

Knowledge Base Updates

Localization (Currently in Beta!)

Need to support a language other than English with your KB? Soon we will be introducing the ability to completely localize your Knowledge Base!

This new feature will allow you to customize all text strings in your Knowledge Base to match your language and your branding. Currently in beta, this feature is planned for rollout during the month of May for everyone to use.

Privacy Settings (Coming Soon!)

One of our most popular requests for the Knowledge Base has been access control—or privacy restrictions—so that only certain users can access the help content. In the coming weeks, we will be building and testing our first phase of this functionality, starting with both password protection and IP whitelisting.

UX Improvements

• The default favicon is now generic, rather than defaulting to the Groove favicon
• Your last accessed KB is saved and will reopen when returning to the dashboard

Groove is Hiring!

Our team is growing and we’re looking for our next Customer Success Manager. If you think this is you or someone you know, check out the job listing here!

Curious about anything you don’t see mentioned here? Please don’t hesitate to reach out!