Changelog

Luna AI–handled conversations are now visible in the Inbox in a dedicated tab. This gives support teams a single, unified view of all customer conversations—whether they’re resolved by AI or a human.

With this update, teams can:

• Monitor AI activity in real time without switching views or dashboards
  
• Maintain full conversation context, making it easy for agents to step in when needed
  
• Audit and review AI resolutions for quality, accuracy, and training opportunities
  
• Ensure nothing slips through, even when conversations are fully or partially handled by AI

This closes the gap between automation and human support, helping teams scale with AI while staying fully in control.

In SparrowDesk, workflows can automatically trigger actions in external tools using HTTP requests. These requests can now include variables such as contact name, conversation ID, ticket subject, or priority, allowing each request to carry specific, dynamic information.

For example, you can create a bug in Jira automatically, with all relevant details —subject, description, priority, and status— populated directly from the ticket. This makes integrations more precise, saves manual work, and ensures that external systems always receive accurate context.

In addition, workflows can now update ticket tags automatically, helping you categorize and manage conversations more efficiently as part of your automation.

Enable SSO for secure, simplified login

SparrowDesk now supports Single Sign-On (SSO), allowing teams to log in using their existing company identity provider instead of separate SparrowDesk credentials.

With SSO, agents can access SparrowDesk using the same account they already use for work, reducing the need to manage additional usernames and passwords. This simplifies onboarding for new team members, improves security, and gives administrators better control over access.

Once configured, user authentication and logout are handled by the identity provider, ensuring consistent access management across your organization while keeping customer data secure.

You can now connect your support email address to SparrowDesk via Google/Microsoft authentication to receive support tickets. This method is secure and hassle free as it doesn’t involve credentials and the authentication is done by Google and Microsoft servers. 

Also, the connection is established in seconds without a long set up process. 

Filters help customize the inbox to display only the conversations that matter at the moment. But applying a filter takes multiple clicks, especially when many conditions are involved. 

AI filters help simplify and speed up this process; just specify what you’re looking for like a prompt and see the results instantly. You can even combine multiple conditions into a single prompt, for example ‘My tickets that are due tomorrow’ or ‘Conversations created by John Dafoe in the current month’. This helps you zero in on the important conversations faster and with more precision. 

Chat transcripts for customer re-engagement

A common occurrence is chat support: customers start conversations and abandon them midway, possibly due to connectivity issues. SparrowDesk helps you re-engage these customers effectively by automatically emailing them the chat transcript. Customers can continue the conversation effortlessly by simply replying to the email. 

Besides re-engagement, transcripts also give customers a record of the support interaction for future reference. 

Sequential tasks and operating procedures are commonplace in customer support. Their purpose is to improve the consistency and efficiency of service. But, they end up consuming valuable time and energy that could otherwise be spent helping customers. 

Set up workflow automations and let them take care of the repeat work. Workflows automatically execute one or more actions when certain events occur, meeting specified conditions. Choose from our ready-to-use templates, or build your own from scratch with custom triggers, conditional logic, and actions. 

The intuitive, point-to-click builder simplifies workflow creation. Admins can easily build and deploy workflows just like flowcharts.

Auto-assign tickets among team members via round-robin 

Ensure incoming conversations are attended to faster by automating their assignment. The round robin rule equally distributes the incoming conversations among members in teams, ensuring customers aren’t kept waiting.