Changelog

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.

You can now connect WhatsApp to SparrowDesk and manage customer conversations from your inbox.

Customer messages from WhatsApp come into SparrowDesk, where agents can reply, track context, and keep conversations organized with the rest of their support channels.

Use this to handle customer questions, order updates, appointment requests, and follow-ups from WhatsApp without switching between tools.

Teams using Slack know this: Support conversations often start in customer channels, shared implementation spaces or internal feedback groups.

You can now connect Slack channels , so important Slack messages can become SparrowDesk conversations

Agents can respond from SparrowDesk, and the reply is posted back into the Slack thread.