What’s new

Blaze AI Agent

• Answers customers in the Messenger and over email, using only the content you connect, with every source linked.
• Answers from Help Center articles, internal articles, docs websites (synced weekly), PDF, Word, Markdown and text files, snippets and custom answers.
• Replies in the customer’s language, asks clarifying questions and follows your guidance on tone, answer length and routing.
• Checks that an answer helped, with confirmed and assumed resolutions, and hands off to your team with a summary note.
• Testing playground with an inspector for the passages, guidance and confidence behind each answer.

Inbox and Copilot

• Shared inbox for chat, email and tickets, with team inboxes, saved views, snooze, priority, tags and conversation attributes.
• Keyboard shortcuts for every action and a ⌘K command palette.
• Copilot drafts replies from your docs and past conversations, with sources, and summarizes long conversations into a note.
• AI compose tools: rephrase, change tone, expand, shorten, fix grammar and translate.
• Live presence, “is viewing” and “is replying” indicators, internal notes with @mentions, merge and bulk actions.
• Round-robin and balanced assignment, office hours, SLAs, macros and CSAT on close.

Tickets

• Customer, back-office and tracker tickets with custom ticket types and attributes.
• States from Submitted to Resolved, with updates customers can follow in the Messenger’s Tickets space.
• Ticket forms customers can submit themselves.

Email

• Forward your support address to Rabbitblaze and reply from your own verified domain.
• Threading by message headers, quoted history that folds away, attachments, personal and workspace signatures.

Messenger

• Home, Messages, Help, News and Tickets spaces, with streamed Blaze answers, reply buttons, attachments, emoji, typing indicators and read receipts.
• Brand colors with automatic contrast, launcher and greeting settings, office hours and reply-time expectations.
• Identity verification with a server-side hash, allowed domains and a JavaScript API for single-page apps.

Help Center

• Hosted Help Center with collections, a rich article editor, drafts, internal articles and article reactions.
• Your own domain with automatic HTTPS, clean URLs, sitemaps, structured data and social cards.
• Search that understands questions, plus views, reactions and searches in the Articles report.

Workflows

• Visual builder with triggers for new conversations, customer and teammate replies, unresponsiveness, ticket changes and more.
• Bot steps, data collection, “Let Blaze answer”, conditions, assignment, tags, SLAs, notes, waits and HTTP requests.
• Drafts and live versions, version history, run logs and per-step stats, plus Basics for the everyday automations.

Outbound

• Chats, posts, banners, email campaigns, surveys, checklists and news.
• Audiences from attributes, segments, tags and events, with triggers, schedules, frequency limits and goals.
• One-click unsubscribe on campaign emails.

Reports

• Overview, Conversations, Responsiveness, Customer satisfaction, Team performance, Tickets, SLAs, Blaze AI Agent, Articles and Outbound.
• Filters by team, teammate, channel and tag, period comparisons, and CSV export on paid plans.

Contacts and data

• People and companies with custom attributes, tags, events, notes and an activity timeline.
• Saved segments, CSV import with column mapping, export, and merging leads into users.

Developer platform

• REST API with scoped API keys and versioned responses.
• Webhooks signed with HMAC-SHA256, with retries, backoff and delivery logs.
• Messenger JavaScript API to identify users, track events and open conversations or articles.

Workspace and billing

• Roles and permissions, two-factor authentication, audit log and data export.
• Free plan, and Starter, Growth and Scale with every feature, billed monthly or yearly through Stripe or PayPal.