Changelog

You can now create custom reports in SparrowDesk around the data your team needs to review.

Start with a report, add widgets, and choose what you want to measure. You can group and filter the data, then display it as a KPI, bar chart, line chart, donut chart, or table.

Now you can listen for SparrowDesk events in near real time and easily pass data to use in services and integrations.

Pick the events you care about — new conversations, replies, internal notes, status changes, or contact updates — add your endpoint, and you're done.

Use webhooks to:

• keep your internal systems in sync with SparrowDesk
• alert your team when a conversation is escalated or resolved
• send support activity to your reporting tools
• kick off custom processes in your own apps

You can now reply to visitors and customers who message your Facebook page with questions about products, orders, or support.

Your team no longer has to check Facebook separately. New messages come into SparrowDesk, where they can be picked up, assigned, and replied to.

Publishing help articles is only half the work. The harder part is knowing whether customers are actually finding what they need.

You can now use Help Centre Analytics to understand how customers interact with your Help Centre.

See total visitors, article views, unique visitors, searches, and failed searches from one place. You can also track article-level views and understand which articles customers rely on most.

You can now set your own brand logo as the icon for the chat launcher in SparrowDesk.

This helps the chat widget launcher match the rest of your website instead of using a default chat icon.

If you prefer not to upload your own icon, you can still choose from the built-in launcher icons.