CSV export, greeting configuration and cohort runbook pages

Analytics

CSV export available on the Reports page. Downloads a CSV containing all conversations employees have had with Kin to date, with information about assignment, start time, and custom field values. Conversation content, feedback messages, and requester ID/name are deliberately excluded or anonymised to protect requester identities.

Platform

Greeting message configuration allows customers to tailor Kin's response to their requirements/cultural expectations (Settings > Behaviour > Greeting message). “Dynamic” generates a response with extra instructions to tailor it; “Static” uses a fixed message.

File & Folder Actions in Knowledge base — when a user creates a folder, they can now upload a single file to it or move an existing file into the selected folder.

Service Desk

Activity Log — allows users to preview the history of changes made to agent requests.

Runbooks

Cohort runbook page — a page similar to existing parent and child runbook pages, displaying events, microsite and meetings of a particular cohort, with an “Assignees” tab.

Cohort message event — a new type of event allowing you to send a message to a cohort Slack channel.

Cohort slack channel — select an already-created cohort channel on cohort creation.