Major Platform Updates

Crescendo CX Email Assistant

Crescendo CX Email Assistant replies automatically to emails automatically, or drafts emails for associates to modify and send.  Crescendo CX Email Assistant operates on the same technology platform as Messaging and Voice; and offers the same Agentic AI behavioral prompts and handoff instructions.

Crescendo CX Email Assistant receives and sends email via integration to the ticketing system, for example Zendesk, Gorgias, Kustomer.

Data Assistant for Categories

Crescendo CX Data Assistant has been added to CX Insights Categories.  You can now inquire/discuss all the CX data with a thinking models including OpenAI o3-mini or DeepSeek R1 (via Groq).

Assistant Settings Version Control

Settings version control has been added to prevent conflicting changes when multiple users are editing CX Assistant settings at the same time. This update prevents conflicting update situations where one administrator could interfere with another user’s changes.

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Knowledge Base Drafts and Publication

Crescendo Knowledge base now has document states including draft and published.  All new articles will be created as a draft by default and explicitly published by the knowledge administrator. 

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The Crescendo Knowledge Base document list will now show both draft and published documents.

New Integrations 

CX Assistant: Amazon Connect Voice, Kustomer Email, Gorgias Voice/Email/Messaging 

Knowledge Base: Gorgias Help Center, Confluence, Guru

Integrations Drawer UI Update

Accessible via Settings>Integrations. You can now see, provision and update all available integration from our Integrations Menu. Enabled integrations for a given tenant are highlighted in green. 

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Minor updates Related to Integrations

Jan 29, 2025 - Apr 14, 2025

• Kustomer  - Create corresponding tickets for every interaction in Kustomer CRM, regardless of contained or handoff outcome.
• Kustomer - Handle Messages created via chat channels (Kustomer web widget, WhatsApp, etc) 
• Kustomer - Ability to detect when there are no activities from the end-user side.
• Kustomer - Defect fixed where updating customer information unintentionally removed existing emails or phone numbers, leaving only the most recent contact details saved. This issue occurred specifically when the "Collect Contact Data" setting was enabled for both email and phone in the Bot configuration.
• Kustomer - fixed behavior where tickets were not being created for Voice Calls coming in through the Assistant.
• Kustomer - Support email template, and Queue Select field  functionality for Email Assistant integration.
• Kustomer - After Hours Chat Escalation handling supported. 
• Kustomer KB Service - Support to upload Private Articles via UI Checkbox.
• Kustomer, Freshdesk, Freshservice, and Freshchat - Enhanced consistency across platforms. Changes to leverage tenant IDs instead of subdomains because these systems support only one tenant per CRM instance, unlike Zendesk, which supports multiple tenants within a single instance.
• Zendesk: CSat analysis enabled for every Zendesk system message.
• Zendesk: Fixed issue where assistant responded several times for the same email interaction.
• Gorgias - Create and Close ticket after conversations with auto-close between Assistant and End-User
• Gorgias - Voice Ticket Creation in Gorgias CRM regardless of contained or handoff outcome.
• Gorgias - Auto-tagging in CRM based on Crescendo Categories setup upon ticket creation.
• Gorgias - Crescendo Assistant Chat Widget Integration with Gorgias CRM. Provisioning can be done via UI and we support capturing referral URL. 
• Gorgias - Add meta data to new ticket upon creation. 
• Gorgias - KB Helpcenter Sync enabled for this system, supporting subdomains as well.  
• All Integrations - Integrations UI - Upon enabling an integration for a particular system, specific settings for that system can be toggled on KB and Assistant Settings.
• Voice Assistant - ASR Setting, Deepgram model now defaults to nova-3.
• Shopify - API for Integration and provisioning via UI. 
• Guru - Fixes to behavior where sync did not occur due to an exception where resources already existed. 
• Email Assistant - support for all enabled integrations for a given tenant.
• Assistant Settings Version Control Support - Force a reload of the settings when the system recognizes concurrent setting configuration occurring. 
• Product Version now displayed in the UI. 
• Web Widget Preview UI - Web Widget Test page can now be customized and published via our UI. 

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