We’re excited to launch Competitor Analysis — a powerful way to benchmark your business against local competitors and uncover review insights to stay ahead.

🚀 Key Capabilities:

1. Competitor Positioning Grid – Understand strengths vs. weaknesses through key themes. Interactive view lets you explore what customers love or complain about across you and competitors.
2. Sentiment HeatMap – Visualise the emotional landscape of reviews (positive, neutral, negative). Click on any block to drill down into the actual reviews.
3. Keyword & Theme Analysis – Discover trending strengths and weaknesses surfaced from customer feedback.
4. Rating by Source – Break down competitor reviews across Google, Facebook, Yelp, Foursquare, TrustPilot and more — all in one view.
5. Reputation Score (0–100) – A weighted score combining ratings, review volume, and responsiveness. For Google specifically, see:

• Average Rating (e.g., 4.9⭐)
• Total Reviews (e.g., 295)
• Average Response Time (how fast reviews are replied to)
• Response Rate (percentage of reviews that received a reply)

🔧How It Works
Available under: Reputation →Overview -> Competitor Analysis

1. Add competitors to monitor alongside your business.
2. Compare reputation scores, review counts, and response behaviour.
3. Explore sentiment HeatMaps and keyword themes by clicking through to real reviews.
4. Use the positioning grid to identify what customers love or complain about.
5. Drill into ratings by source (Google, FB, Yelp, etc.) to see detailed review and response metrics.

💡 Why It Matters

• Benchmark your reputation health against competitors.
• Track not only ratings, but also how responsive businesses are to customer feedback.
• See which platforms (Google, FB, Yelp, etc.) drive the strongest results.
• Make smarter, data-driven decisions to boost market position.

Drop us a line at , or share on our ideas board, we’d love your feedback! 🙌

🧾 Summary of the release

You can now share files inside Live Chat. Drop in an image or a PDF, write a message and hit send, no more asking customers to email screenshots. It’s simple, quick and works great on desktop and mobile.

✨What’s New

1. Where it works: Live Chat type (the web chat on your site). There are no changes to the builder configurations.

2. What you can send: Images with extensions – .jpg, .jpeg, .png, .heic and PDF docs with .pdf extension.
3. How many: Up to 5 files per message and each file size < 20MB.
4. How it looks:

• JPG/PNG show a small picture preview right in the chat.
• HEIC/PDF show the file name with a download option.

5. Desktop & mobile: Drag files in from your file explorer on desktop or pick from Camera/Gallery on mobile.
6. Built‑in checks: Clear messages if a file is too big, not supported or you try to add the same file twice in one message.

🛠️How to Use

1. Visitors/end users can click the paperclip in the chat (or drag files from your file explorer).

2. Pick up to five supported files.

3. Type a short message (required), then Send.
4. In your Conversations inbox, click images to preview or download; HEIC/PDF will download.

Tip: If nothing happens when you drag a file, make sure you’re dragging from your computer’s file explorer and not from another app/window.

🤖 Conversation AI (optional)

Want the bot to respond to images customers send?

• Go to Agency view > Settings > Labs > sub-account tab and enable Respond to images.

• Open your AI Agent and toggle Allow this bot to respond to images.

Note: For now, the bot responds to images only (not PDFs).

🚀What’s Next

• Agents sending files from the Conversations inbox (in progress)
• More file types and extra safety checks

📝Notes

• Filenames with unusual characters (e.g., repeated spaces, +, <, >) may be blocked to be uploaded.

Help Article:

How to use chat attachments in Live Chat Widget

Ask AI just got a massive upgrade!

You can now connect your Agent Studio agents directly into Ask AI — extending its power beyond built-in flows and letting you bring your own automation, intelligence, and creativity into conversations.

🔗 Seamless Agent Mapping

Bring your Agent Studio creations to life inside Ask AI with just a few simple steps:

1. Go to Agency Settings → Ask AI Configuration.
2. Click + Map new agent to start.
3. Select the sub-account where your custom agent lives.
1. Choose your agent and add:

• Description: Clearly define what your agent can do — the better the detail, the smarter Ask AI’s planning
• Capabilities: Add each key capability or example query your agent can handle as an individual line item. These act as triggers that tell Ask AI what kind of user queries should route to this agent.

If your agent uses input variables, map each one to:

• A Custom Field (auto-fetched), or
• Collect from customer (Ask AI will ask users in real time).

Click Save & Integrate — and your agent is live within Ask AI!

⚙️ Works Seamlessly Across Sub-Accounts

• Mapping happens once at the agency level and applies globally across your sub-accounts.
• Default Ask AI agents stay active alongside your custom ones.
• Ask AI intelligently determines when to trigger each mapped agent based on description and capabilities.
• Manage all your mappings from the Ask AI Configuration table anytime.

🌟 Why You’ll Love It

• Unified AI Experience: Bring your workflows and tools into Ask AI.
• Intelligent Routing: Context-aware agent invocation based on capabilities.
• Faster Execution: Chat → Action → Outcome — all within Ask AI.
• Limitless Customization: Build once, use everywhere across your sub-accounts.

💬 Example: Create an “Email Generator” agent in Agent Studio → Map it in Ask AI → Ask “Write a promotional email for my new course” → and watch Ask AI launch your custom agent, generate the email, and deliver results instantly.

🔮 What’s Next

• Phase 1 launches with basic mapping capabilities.
• Future updates will bring advanced mapping and sub-account controls.

🧾 Note

• The ability to map custom agents to Ask AI is currently available for agency-level admins only.
• Execution costs follow your Agent Studio billing.

Admins can now rename standard CRM objects to match your business language.

Highlights:

Rename Contacts, Opportunities, and Companies to any preferred names (e.g. Clients, Deals, Organizations).

Set both Singular and Plural names with up to 50 characters each.

Renamed objects instantly reflect across the entire platform – navigation menus, filters, reports, and dashboards.

Added duplicate name validation — no two objects can share the same name.

Backend keys remain unchanged — only display names are updated.

Coming Soon:

• Rename custom fields and folders
• Rename options in onboarding and snapshots

We’ve made it easier than ever to build and send emails. Now, you can start from scratch or jumpstart your workflow with our brand-new Template Library. Whether you want complete creative freedom or a time-saving head start, the choice is yours.

✨ What’s New?

• Create from Scratch: Begin with a blank email canvas.
• Template Library: Choose from a curated collection of ready-to-use templates.
• Faster Campaigns: Save time with templates and customise them to match your brand.

✅ What You Can Do:

• Build emails fully customised to your vision.
• Browse and select pre-built templates for quick setup.
• Edit and brand templates to fit your agency or client needs.

📍 Where to Find:

Go to Reputation →Settings → Email Requests → Create Email from Scratch / Template Library

We’re making email creation more flexible and efficient for agencies and locations alike. Got ideas for more templates or improvements?

Drop us a line at , or share on our ideas board, we’d love your feedback! 🙌