Brainfish
New and improved
Improved Zendesk handoff experience
Handing a conversation from the widget to your Zendesk team now feels more native.
- The handoff experience inside the widget has been redesigned and runs on a more native Zendesk connection. Handoff messages are now saved to the conversation thread.
- After a customer clicks Chat with us, the human chat view appears as soon as they start connecting, not only after an agent joins.
- Customers stay with human support for the rest of the conversation, even if no agent picks up within 15 minutes. No AI follow-up is sent.
- Past handoff threads in History are now view-only. To reach support again, customers start a new thread.
- The email-capture, queue and timeout messages are clearer.
Human handoff during Ballet workflows
If a customer asks for a person partway through a Ballet workflow, the conversation can now be handed to a human agent without ending the workflow first.
Fixes
- Zendesk knowledge imports: Large Zendesk imports no longer freeze or crash the page.
- Help center formatting: Italic text in help center articles displays correctly again. Before this fix, it could run into the words around it.
- Knowledge Review: The Knowledge Review screen loads again without an error.
- Workflow forms: Submitting a form in a multi-step workflow no longer fails with an error. The workflow now continues after each form.
Ballet
New and improved
Stripe connector
Stripe is now available as a Ballet connector. Connect it with a restricted API key and choose the Stripe events that should trigger each playbook. Ballet creates and removes the Stripe webhooks for you, so there's nothing to set up in the Stripe Dashboard. You can pick from the full Stripe event catalog, grouped by type, or select All events.
Send connector setup to your team
If a playbook needs connections or secrets that you can't set up yourself, select what's missing in the Connectors tab and click Request setup. The person you send it to (for example, someone in IT or on your dev team) gets one secure link with a checklist covering sign-ins, API keys and secrets, plus a progress counter. You'll get an email when everything is done. You can still connect items yourself at any time.
Ask and Build share one conversation
Switching between Ask and Build on the home screen now keeps you in the same conversation, with your history intact. If you ask to create a playbook while in Ask, Ballet switches to Build for you.
Action filtering for workflow triggers
Workflow triggers, including handoff triggers, can now be filtered by action. This gives you more control over when an automation runs.
Model selection per workspace
On request, our team can now set a specific AI model for your workspace's Ballet console, for example a stronger model for complex authoring. Contact your account manager if you'd like to change it.
Performance and fixes
- Faster Studio lists: The collection and playbook lists in Studio load faster, especially in large workspaces.
- Playbooks don't repeat questions: If a user skips questions in a guided playbook, the agent no longer asks them again.
- More reliable building: Build no longer gets stuck in a loop of repeated attempts to fix its own output.
- Safer queue tables: You can no longer convert a data table that already has rows into a queue. Doing so could leave those rows stuck. Create a new table for the queue instead.
Want a walk-through of this update?
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