The Whatfix Product Team has released an exciting set of new capabilities, enhancements, and upgrades. Our October 2020 release will offer an all-new pop-up with customizable pre-existing templates, revamped PDF with customization capabilities, multiple updates to the Integration Hub, UI enhancements to Content Aggregation, and Goal Tracking via User action.

The Release Webinar is scheduled for October 14. Register here to see all the latest capabilities in action.

New Capabilities

Engage users with the Carousel template and more customisations on your Pop-up

More exciting capabilities have been added to the Pop-up with this release. The Carousel has been added as the 13th template, you can now have up to 6 sliding banners in your Pop-up notification. The new Code Editor option now gives you unlimited freedom to create your own Pop-up templates beyond the pre-existing 13 templates.

The Carousel template

Its finally here, the Carousel pop-up. It’s something that most of you have been waiting for. You can now give your users the experience of a slideshow on your pop-up. Showcase multiple pieces of information in one place without disrupting the experience of your users. You can have up to 6 slides (minimum – 2) in your pop-up notification with the CTA button on the final slide. Just select an existing template, select the number of slides, create your content, and publish. It’s as simple as that.

Code Editor

You now have unlimited freedom to create new pop-up templates with the Code Editor option. You can configure the following aspects of your pop-up and more, by altering code with the help of a Developer:

  1. Position of Image
  2. Size of the Text container
  3. Position of Button
  4. Number of Buttons
  5. Size of Button
  6. Character limit for text in Button
Sample Pop-up templates with the Code Editor

Sample Pop-up templates with the Code Editor

Create your own templates beyond the existing 13 templates, to suit your innovative use cases.
To learn more about the all-new customizable Pop-up, visit the Whatfix Support portal.

Content repository integration: Fresh UI loaded with functional enhancements

Those who’ve already enabled content repositories integration, a.k.a Content Aggregation, are in for a treat. But those who’ve not enabled it yet are seriously missing out on a massive capability that magnifies end-user self-service.
Content Aggregation gathers information from across different support tools and makes it accessible to end-users at the point of action inside an application. This is made possible by integrating the relevant content repositories with Whatfix – and those familiar with this exercise of integrating and managing ‘knowledge base integration’ on the Whatfix Dashboard will tell you that it’s probably not the best experience. And that’s where today’s update comes in!

Until now, when you decided to integrate a content repository (like a support tool, a knowledge management system,etc) with Whatfix, you had to depend on your CSM to configure this integration. With this update, we’re eliminating this dependency and empowering you to manage these integrations by yourself through a brand new user interface that is loaded with functional enhancements. You get more control over:

  • Performing basic configuration of any third-party application (out-of-the-box and custom) from the Whatfix Dashboard.
  • Crawling specific content within a URL provided in Crawl settings.
  • Viewing the applications that have been added/requested and tracking their status.
  • Editing sync frequency and tags.
  • Triggering force crawling or pause crawling of an application.

You can integrate up to 5 content repositories, including SharePoint, Confluence, Zendesk, Freshdesk, Salesforce, and many more.

Proactive Flow maintenance with automated backend testing

A critical element of a leading DAP is to have flows that run successfully. Today we are very excited to launch a closed beta of our automated content testing functionality. This is an automated, backend testing capability that enables you to proactively maintain your flows and provide consistent guidance and support to your end-users.

Tests can be triggered from your Dashboard. Upon test completion, summary reports are sent to your email and a detailed report is generated in the Dashboard. As this is currently in closed beta, flows can be tested for Chrome and Mozilla Firefox browsers. In the coming months, we will extend this capability to more browsers as well as add several more functionalities. So if you’re interested in exploring this capability right now, please get in touch with your CSM. It’s time to say goodbye to manual flow testing.

Run Flows manually or automatically? A choice for end-users

Workflow automation offers multiple benefits – increased compliance, productivity, data accuracy, and efficiency. But these benefits are pushed lower in priority when viewed from an ‘application learning’ lens because automation hinders the learning process.

New application users are expected to quickly learn and become aware of all the important workflows and processes they would have to complete. In order to facilitate this, today, we are enhancing Whatfix Flow Automation to ensure application learning remains a priority. When your end-users trigger an automated flow, they have the power to choose to run the flow manually. This not only helps new users but also tenured users, especially in cases where workflows have been updated or modified.
Additionally, we are also empowering Content Creators with additional controls to ensure they provide the best Flow Automation experience to their end-users. Content Creators can modify the screen opacity as well as the messaging to optimize the end-user experience, without any dependencies from Whatfix. The Flow Automation UI has also been modified to be less obtrusive to end-users.

Create captivating Whatfix content on Microsoft Edge

We are excited to announce the launch of the Whatfix Editor extension for Microsoft Edge browsers. With this release, Whatfix content creators can choose to author and edit Whatfix flows and content on Microsoft Edge and not restrict themselves to Chrome or Firefox.
Whatfix Editor on Edge carries over all the key existing features including:

  • Author and edit Whatfix Flows
  • Create Beacons and Smart Tips
  • Quick Access to the Whatfix Dashboard

Download the Whatfix Editor for Edge on the Microsoft Edge Add-Ons store here.

Instantaneous content updates with Update Acceleration 

The Update Acceleration feature is part of Whatfix’s continuing effort to make content updates easier and faster. With this release, Whatfix’s engineers have been able to optimize the components of a typical Whatfix update package and make updates independent of app store review cycles and much faster than before.
A typical Whatfix Extension Update Package consists of the application and content components. Under the current workflow, the entire package is uploaded to the respective browsers’ app stores or marketplaces for review. Thus, regardless of how big or small the content updates are, they are inexorably tied to the overall package review process by the app store or marketplace. These can range from a few hours to even weeks and are uncontrollable by end-users or Whatfix.
Whatfix’s update acceleration shortens the update times dramatically. Any updates to the Whatfix content will be made available independent of the browser extension’s version. This means updates to content will be available almost instantly rather than hours or days.
Whatfix Update Acceleration does not require any additional configurations and your end-users will continue to see and interact with Whatfix as before.
Get in touch with your Customer Success Manager to learn more.

Enhancements and Upgrades

Get richer analytics with this new bundle of Google Analytics reporting

A new bundle of Google Analytics reporting has been enabled for you as part of this release. With this report, you can now drill down to identifying individual users who performed an action on your application. Unified pop-up reports are also now available along with Extension Analytics. This V6 bundle will only be available on Google Analytics 360.

Out-of-box Integrations

Out-of-box integrations have been enabled with 5 applications as part of this release. 

1. Salesforce

You can now pull data from Salesforce for content segmentation.

  • Use custom variables from the Opportunity object to show a segmented Pop-up
    to users who have not taken a demo
  • Auto trigger a Flow to segment users who are in the next billing cycle
  • Use variable data from multiple objects to show segmented content
    (Life of user, Function, Lead type to show a new feature Pop-up)

2. Google Analytics

Now segment Whatfix Help content for specific segments of users based on segment data from Google Analytics. Execute use cases as specific as showing survey form in a pop-up to users who have used a new feature thrice in a particular geography.

3. Google Sheet

With this integration, you can now add end-user data in Google Sheets and use it for content segmentation on Whatfix to show content to a specific group of users. This can be especially helpful when your application has no API to share data. You can also import support articles from any Knowledge Base application through Sheets to Whatfix. This can be useful if your organization is using a custom support site or application. You will now be able to export Whatfix reports in the form of Google Sheets as well.

4. FullStory

Integrate with Fullstory to identify instances of ‘rage clicking’ and display appropriate Whatfix content when the system detects a rage clicking user. Reduce frustration and enhance user experience in the application with this integration.

5. Quantum Metric 

With Quantum Metric integration, you can now read any real-time events from Quantum Metric and use those for Help content segmentation on Whatfix. Get rid of unwanted advanced customizations to read events from the UI. Achieve a significant reduction in coding effort, it will only take you 10mins to set up the integration.

Integration Hub UX enhancements

Significant UX enhancements have been made in the processes of authenticating and adding end-user data for content segmentation to deliver a more seamless experience to the end-user.

Ability to save partial Integrations

Significant UX enhancements have been made in the processes of authenticating and adding end-user data for content segmentation to deliver a more seamless experience to the end-user.

Upcoming Capabilities

  • Ability to nudge end-users based on their task-completion status from the UI itself with 3 nudge rules
  • End-users will be able to re-position the Task List widget if it is blocking content. No more fixed positions for the Tas List widget
  • Whatfix is launching an MS Teams specific app, that will allow users to launch a self-help widget, search for content, open static content, and share the search results as an adaptive card in conversations
  • Group installations on any browser will be streamlined with the launch of the single installer for extensions
  • Get a summary view of Analytics on all Whatfix flows on your application
  • Track all user actions on the application and create funnels of sequential steps to derive deeper insights into feature usage
  • Simpler and more flexible integrations with CRM, HCM, Analytics, and BI platforms
  • UI revamp of the Integration Hub

For additional information, you can access the release notes here.

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