Past Release Notes (2020-2021)

Last updated: January 12, 2022

• Personalize content in Self Help

• In-app Troubleshooting for Auto Testing

• Preview widgets associated with User Actions

• User Action Limits

• Open Self Help Links inside your Application

• Auto Testing

• Set up Auto Testing in 3-steps

• User Action Limits

Personalize content in Self Help

Ever opened Self Help and wondered what to search for? Personalizing content in Self Help enables you to tailor content for your end-user so that they discover relevant content without having to search for them.

Personalization is achieved by dynamically grouping users who are similar to each other. The content suggestions are based on content usage history, such as user interaction on the page, search scope, and similar metadata.
For more information, see Personalize Content in Self Help.

Personalization can be enabled for accounts that meet certain eligibility criteria.
For more information on the criteria, see Requirements for Self Help Personalization.

In-app Troubleshooting for Auto Testing

To help you analyze Flow failures better, Auto Testing Reports now have additional details about the failed step, such as, a video of the test run, a plausible reason for step failure, and a suggested fix based on the provided reason.

For more information on the feature, see Understand In-App Troubleshooting Report.

Preview widgets associated with User Actions

Test the end user experience of a widget that has User Action configured as part of the Visibility Rules.

For example, a Pop-up configured to display after a click on a button, can be previewed and experienced using the Preview mode on the Whatfix Editor.

Note:

For more information, see Use User Actions as Visibility Rules.

User Action Limits

You can now create up to 1000 User Actions on your application. You are notified on the Whatfix Editor when you exceed the creation limit.

However, for any account, you can only create up to 25 User Action for free.

Info:

To increase the User Action creation limit, contact support@whatfix.com.

Open Self Help Links inside your Application

Your end-users can now open any linked content (including any crawled content) in Self Help - within the underlying application. The link is opened inside a pop-up without redirecting users outside your application. This helps them get content faster without breaking their flow of work.

For more information, see Add a Link to Self Help.

Note:

You can also configure how the link pop-up opens for your end-user. For more information, see Configuring How Users Interact with Self Help Content.

Auto Testing

Whatfix now enables you to automatically detect Flow failures using the auto testing feature. This ensures that your end users don't get unpleasant surprises in the form of flow failures. This automated testing capability detects and reports Flow failures at regular, configurable intervals.

For more information, see Auto Testing.

Auto Testing is a paid feature. For more information, contact your Whatfix representative.

Set up Auto Testing in 3-steps

For more information, see Auto Testing.

User Action Limits

You can now create up to 200 User Actions for an account. Also, there is a limit of 50 User Actions that can be created on any given application page.

You are notified on the Whatfix Editor when you exceed the creation limit.

Last updated: September 29, 2021

• Personalize content in Self Help

• Edit Carousel Pop-ups

• Add a default language for voiceover generation

• Knowledge and files supported in Salesforce integration

• Open link content in the same application

• Faster and sharper Analytics dashboard

• Improved Funnel Insights

• Quick integration for Salesforce via integration hub

• Auto PDF creation of flows via integration hub

• Export user data from User Action Analytics

• Tagging capability for User Actions

• Single click update to the Whatfix Desktop Editor

• User count visibility in Analytics summary

• Export package integrity

• User Action delete confirmation pop-up

• Segment content using enterprise attributes

• Repository Integration Status report

• API based users and tags creation

Personalize content in Self Help

Whatfix now enables you to tailor content for your end users in Self Help and provide a personalized list of content. This ensures that your end users can discover relevant content without spending much time on Add multimedia content to Beaconssearch for specific content.

For more information, see Personalize content in Self Help.

Edit Carousel Pop-ups

You can now edit, move, and remove carousel slides after creating a Carousel Pop-up without having to recreate the entire Pop-up.

For more information, see Create a Carousel Pop-up and Edit a Carousel Pop-up.

Add a default language for voiceover generation

If English(en) isn't your default language of communication, you can now generate Whatfix videos in your preferred language of communication.

For more information, see Add voiceovers to Whatfix videos.

Knowledge and files supported in Salesforce integration

You can now integrate articles from Knowledge as well as Files sections of your Salesforce Repository with Whatfix and display them as contextual links in Self Help.

For more information, see Integrate Salesforce repository.

Open link content in the same application

Whatfix now enables your end user to open link content in Self Help - within the underlying application. The link is opened inside a Pop-up without redirecting users outside your application. This helps them get content faster without breaking their flow of work.

For more information, see Add a link to self help.

Faster and sharper Analytics dashboard

With Whatfix's in-house Analytics platform, the end-to-end data pipeline is managed within the Whatfix infrastructure paving way for near real-time analytics.

Improved Funnel Insights

Funnel creation gets a fresh new UI, powered by Whatfix's in-house analytics platform which allows you to create better insights and reports. With Funnel Insights, you can now visualize User Actions and Flows to see where your users are facing friction in the application.

For more information, see Create a funnel.

Quick integration for Salesforce via integration hub

You can now quickly integrate Salesforce with Whatfix for simple content segmentation. With the new integration capability, all it takes are three steps to create an integration.

Step 1: Initiate the quick integration
Step 2: Authenticate your Salesforce account
Step 3: Save the integration

For more information, see Salesforce integration.

Auto PDF creation of flows via integration hub

With integration hub, you can now create an integration that automatically converts the Flows that you create into a PDF format and saves the PDF as link content in the Whatfix dashboard. This makes it easier to link such content in other widgets like Self Help or Task List.

For more information, see Whatfix integration- auto PDF creation of flows.

Export user data from User Action Analytics

You can now download the list of users who performed certain actions that you want to track within the application.

With this information, you can directly contact those users or cater specific content that's relevant to them.

For more information, see Download User Actions engagement data.

Tagging capability for User Actions

You can now add tags while creating User Actions on the Whatfix editor to help you group Actions that are specific to a page or process. You can also use the tags to filter Action on the Whatfix Dashboard.

For more information, see Create a User Action.

Single click update to the Whatfix Desktop Editor

Updating the Whatfix Desktop Editor to the latest version is now a much faster process. You no longer have to delete and re-install your Whatfix Desktop editor to update. Click the Update Now link on the editor home-page to start the update.

For more information, see Update Whatfix desktop editor.

User count visibility in Analytics summary

Whatfix analytics now displays the number of unique users who viewed and engaged with various Whatfix content on your application.

For more information, see Analytics summary.

Export package integrity

Self-Hosted deployment users can now validate the integrity of the content export package before deploying it on your servers. This means you can verify that the data has not been tampered with before you host it.

User Action delete confirmation pop-up

When deleting a User Action, you are now shown a pop-up that displays the list of Flows and widget Visibility Rules where the user action is being used.

For more information, see Delete a User Action.

Segment content using enterprise attributes

With integration hub, you can now integrate out-of-the-box applications to fetch application-level information and use them as Enterprise Attributes in the widget Visibility Rules for content segmentation.

Use cases:

• Display Pop-up only to users who are logging from the EMEA region.

• Display Self Help only to users who are from a specific department of your organization.

For more information, see Enterprise attributes for content segmentation.

Repository Integration Status report

You can now get a detailed report of every integration that Whatfix performs with your content repository. You can use the Repository Integration Status Report to,

• Keep a track of the integrated repositories

• Take the necessary actions, in case the Repository Integration gets delayed or fails.

For more information on the status report, see Repository status integration report.

To understand each of the multiple statuses that an integration can be in, see Understand reposiitory integration status.

API based users and tags creation

You can now bulk create, edit, and delete users and tags via API.

Additionally, you can download the list of users who engaged with a widget and extract user-level information as well.

For more information, see developer.whatfix.com.

Last updated: July 7, 2021

• Audio-guided Flow

• Beacon level configuration

• Rich Text Editor for Beacons

• New UI for Survey Monkey integration

• Display Rules for User Action

• Debug mode for User Actions

• User Actions in Summary pop-up

• User Actions data on the Analytics Summary page

• User Actions supported for Export deployment model

• User Action as Visibility Rules for widgets

• Export Flows as editable .ODT files

• Automating input of multiple sentences in Flows & Smart tips

• New UI for Salesforce integration

• Help content on the Whatfix Editor

Audio-guided Flow

Make your Flows more engaging by adding audio instructions into them. In addition to the ability to insert images and videos in Flow steps, Whatfix now enables you to add audio clips for steps requiring detailed explanations.

For more information, see Insert Audio clips in Flow Steps.

Beacon level configuration

You can now customize the look and feel of each Whatfix Beacon that appears to your end users, on an application, with Beacon level configurations.

To know more about customizing a specific Beacon, see Create beacons.

Rich Text Editor for Beacons

You can now format text content and add multimedia files to Beacon descriptions with the rich text editor.

To know more, see Add multimedia content to Beacons.

New UI for Survey Monkey integration

The integration hub dashboard gets a fresh new UI for SurveyMonkey integration. You can now quickly integrate SurveyMonkey to share data with Whatfix and show surveys to your users based on multiple conditions.

The pre-defined integration template enables you to get survey response data from a Google Sheet and then use it to show the survey only to those who have not completed it.

For more use cases and integration steps, see SurveyMonkey integration.

Display Rules for User Action

While creating User Actions, you can now configure display rules to each action, so that the User Action is valid only when the specified conditions are met.

For more information, see Create a User Action.

Debug mode for User Actions

User Actions are created on UI elements to track end users engagement with an application. Since User Actions cannot be previewed, there’s no way for you to know if User Actions are present on a page or not.

Now, using your browser’s Inspect console, you can debug the page to see if User Actions are available on the page.

Info:

For more information, contact Whatfix Support at support@whatfix.com.

User Actions in Summary pop-up

User Actions are now part of the summary pop-up that lists the changes that are going live when you perform a Push to Production or an extension update.

User Actions data on the Analytics Summary page

The Analytics Summary page now displays an overview of the available User Action data. The User Action tile displays the following details,

• Total unique users who have interacted with the elements on which User Actions were created.

• Total User Actions created on your account. For more information, see Analytics summary.

Info:

You can also get User Action engagement data using custom API.

User Actions supported for Export deployment model

User Actions feature has now been made available for customers who use the Export model of deployment.

User Action as Visibility Rules for widgets

Using rules for widgets enables you to target content at specific users by configuring User Action as Visibility Rules. The User Action acts like a trigger and displays the widget only to users who have performed the action.

For more information, see Use User Actions as visibility rules.

Export Flows as editable .ODT files

Ever wanted to edit a PDF output of a Flow? We have good news! You can download Whatfix Flows as editable .ODT files that you can edit according to your needs before using them as handouts to your end users. For more information see, Export Flows as .ODT Files.

Automating input of multiple sentences in Flows & Smart tips

You can auto-populate multiple sentences using the break tag by automating certain data input steps in Flows and Smart Tips.

• For more information on the enhanced Auto Input feature in Flows see, Flow automation.

• For more information on the enhanced Auto Input feature in Smart Tips see, Data entry automation.

New UI for Salesforce integration

The integration hub dashboard gets a face-lift for smoother experience, along with a fresh new UI for Salesforce integration.

You can now quickly integrate Salesforce using pre-defined template to share data between applications to show contextual and targeted content to end users.

For more information, see Salesforce integration.

Help content on the Whatfix Editor

As part of the Whatfix on Whatfix initiative, we have rolled out several Smart Tips on the Editor to help you get more information on the go and guide you through the content creation process.

Last updated: April 14, 2021

• Seek feedback when a Flow is closed

• Multi-language voiceovers for Whatfix videos

• Selective crawling for OneDrive

• Translating Pop-ups in multiple languages

• Unlocking your Whatfix account

• Sub-Grouping in Self Help

• Increasing segment limits

• Automatically convert Repository URL to lowercase

• Encryption for repository content

• Microsoft Excel and Power BI Desktop integration

• Import static content from Google Sheets

• Self-host Whatfix extensions

• New content notification

• End user feedback in Self Help

• Show tip during auto step failure

• Ability to input options from Editor for auto-select

• Summary pop-up during Push to Production

• Improved Self Help search

• Improved element selection to support auto execution

• Microsoft Azure, ServiceNow, and Salesforce Survey integration

Seek feedback when a Flow is closed

To help you understand Flow exits better, Whatfix now enables you to ask for your end user's feedback when they click the close button to exit a Flow. You can access the feedback report through the Analytics section in the Dashboard.

To know more, see How can I handle flow closures?

Multi-language voiceovers for Whatfix videos

Whatfix automates adding voiceovers to the Flow videos when you download them. Whatfix now supports adding 28 global language voiceovers to the flow videos that are translated using language files entirely. For more information, see Add Voiceovers to Whatfix videos.

Selective crawling for OneDrive

You can now fetch content from specific folders or spaces from OneDrive. You can add multiple folder paths and fetch content from any level of the folder.

To know more, see Selective crawling for OneDrive.

Translating Pop-ups in multiple languages

You don't have to create different Pop-ups for your multi-lingual user base. Whatfix now enables you to translate a Pop-up in the languages of your choice and route your users to respective language support pages. For more information, see Translate pop-ups in multiple languages.

Unlocking your Whatfix account

When repeated unsuccessful attempts are made to access an account, Whatfix locks the account for your security. Whatfix warns you before you are left with only one attempt to enter the right password. If you fail to do so, you don't have to reach out to support to unlock your account anymore.

For more information, see How can I unlock my Whatfix account?

Sub-Grouping in Self Help

To enhance your end users' Self Help experience, Whatfix now enables you to have nested groups in Self Help. You can have one level of nested groups extending your ability to group related content together.

To know more, see Nested groups in self help.

Increasing segment limits

Have you exhausted your overall 75 widget segment limit while trying to create a new Pop-up or a Smart Tip? We got you covered as we have increased your overall widget limit. You can now increase the number of widget segments by contacting support@whatfix.com.

For more information, see Error: Maximum number of segments reached.

Automatically convert Repository URL to lowercase

To make integration easy, Whatfix now automatically converts the repository URL to lowercase. No additional configuration is necessary.

Encryption for repository content

For security concerns, Whatfix now encrypts the repository content at all times, i.e, while fetching the content from your Knowledge Base (during transfer) and upon receiving the content on Whatfix servers.

For more information, see Integrate your content repository with Whatfix.

Microsoft Excel and Power BI Desktop integration

• Microsoft Excel- Integration Hub now connects with Microsoft Excel's out-of-the-box application, allowing you to import support articles from any knowledge base application and export Whatfix reports to an Excel sheet.

  For more information and other use cases, see Microsoft Excel Integration.

  

• Power BI Desktop- Whatfix now enables you to integrate with the desktop version of the Power BI application.

  To know more, see Power BI Integration.

Import static content from Google Sheets

Google Sheets Integration has an added capability, which enables you to pull static content like FAQs which are in text format to self help for easy access and usage.

For more information, see Google Sheets Integration.

Self-host Whatfix extensions.

If your organization's security policies, do not allow end user Whatfix extensions to be hosted on the browser stores or on Whatfix CDN, we now provide the capability to host the extension on your own cloud servers.

To get the feature enabled, contact support@whatfix.com.

Info:

Currently, Self-Hosted extensions can be enabled for customers using the Amazon AWS cloud service.

New content notification

An essential part of the content creation process is informing the end users about the new content as you create them. Whatfix now enables content creators to notify end users when they add new content in self help.

To know more, see New content notification.

End user feedback in Self Help

Whatfix now enables end users to make suggestions inside the Self Help widget itself, making the review process direct. To know more, see End user feedback.

Show tip during auto step failure

To ensure the Flow does not break when an automation Flow step fails, Whatfix provides a tip to help the end user manually complete the step.

To know more, see Flow Automation.

Ability to input options from Editor for auto-select

Content creators no longer need to remember the values of a drop-down menu while configuring Flow automation. They can choose the values of the drop-down menu while automating a step in the editor itself, instead of having to enter text.

To know more, see Flow Automation.

Summary pop-up during Push to Production

Account Managers now see the summary of all content that will be published when you perform a Push to Production. The Summary pop-up displays content, widget segment, global themes, and configuration changes. Click each section to view additional details.

This feature is currently available only for the JS embed method of integration.

To know more, see How can I see what content is being published when I do a Push to Production?

Improved Self Help search

Self Help search has been enhanced with the new matching ability where it shows relevant search results even if the search term is misspelled, mistyped, or is incomplete.

To know more, see Understand search in Self Help.

Improved element selection to support auto execution

While creating content, if the selected element is not suitable for the selected Flow Automation, you will get a validation message about the unsuitability.

To know more, see Flow Automation.

Microsoft Azure, ServiceNow, and Salesforce Survey integration

Integration hub now connects with Microsoft Azure, ServiceNow, and Salesforce Survey out-of-the-box applications.

• Microsoft Azure- Segment Whatfix content for specific users based on Role, Department, Employment type, and other attributes from Azure.

  For more information and other use cases, see Microsoft Azure Active Directory Integration.

• ServiceNow- Show flows as slideshows in your ServiceNow application.

  For more information and use cases, see ServiceNow Integration.

• Salesforce Survey- Use data from Salesforce Survey to roll out surveys to your users based on multiple conditions. For example, show a survey until the users complete the mandatory security course.

  For more information and other use cases, see Salesforce Survey Integration.

Last updated: January 13, 2021

• Track end user engagement with your application

• Nudge users to complete Task List

• Copy Flow Steps

• Video Download Status

• Insert Visibility Rules

• Single installer for multiple browser extensions

• Workday and Microsoft Forms Integration

• Ability to select content across all pages

• Schedule Integrations

• Personalize content using User Attributes

• Schedule Weekly or Monthly Pop-Ups

• Actionable insights for Flow feedback

• Cumulative Flows Analytics

• Tags in Dashboard List View

• End users can reposition the Task List

Track end user engagement with your application

You can now obtain rich and granular user behavior insights on your application that enables you to engage with the right segments of users, drive adoption, and business growth.

Understand how your end users engage with your application and make incremental changes driven by data to improve engagement.

To know more, see User Action.

Note:

To enable the feature for your account, contact support@whatfix.com.

Nudge users to complete Task List

On-boarding can get really difficult when the users don’t complete the tasks of the Task List. You can now nudge your users to complete available tasks based on certain criteria.

For example, you can configure the nudge feature to prompt only those users who have not completed at least 50 percent of the tasks as of a certain date.

For more information, see Nudge users to complete the Task List.

Copy Flow Steps

You can copy steps from one Flow to another saving you the need to repeat actions. This is useful when processes or tasks in your application all start with a few similar steps. Flow steps can also be copied and inserted at any point of a Flow.

Note:

Once copied, the steps are independent of the original Flow. Any changes to the original Flow steps must be made in all copied steps independently.

For more information, see Copy Flow steps.

Video Download Status

The status of the Flow videos in download can now be tracked on the Whatfix Dashboard using the download notification tab on the left pane. Once the videos are ready, you can directly download them from the dashboard. You can also keep track of Flow videos that were successfully generated and get notified on the videos that failed the upload process.

For more information, see Download Whatfix videos.

Insert Visibility Rules

Content Visibility rules now supports inserting a visibility rule in between existing rules. You can also drag and drop these rules to a more meaningful position so they are evaluated in the desired order.

Single installer for multiple browser extensions

Whatfix now enables users to generate a single Installer to install the Whatfix extension across multiple browsers on your end-user machines.

Once you have generated the installer, you can use quickly install the extension to your all your end-users without having to worry about which browsers they use.

When new browsers are added to the system, you can just update the same extension file and deploy the extension on the newly added browsers.

For more information see, Single Installer.

Note:

To enable the feature for your account, contact support@whatfix.com.

Workday and Microsoft Forms Integration

Integration Hub now connects with Workday and Microsoft Forms out-of-the-box applications, allowing you to automate repetitive tasks in the background.

Workday- Segment Whatfix content for specific users based on Role, Department, Employment type, and other attributes from Workday. For more information and other use cases, see Workday Integration.

Microsoft Forms- Use data from MS Forms to roll out surveys to your users based on multiple conditions. For example, show a survey to users who haven't completed the survey. For more information and other use cases, see Microsoft Forms Integration.

Ability to select content across all pages

The List view enables you to select all content across all pages. You can also continue to select only the content of a particular page.

Schedule Integrations

The ability to schedule your Integrations for future time intervals of your choice saves time by reducing manual intervention and increases data movement transparency of information between your application and Whatfix.

To know more, see Scheduling an Integration.

Personalize content using User Attributes

Provide a customized experience for your users by segmenting and personalizing content based on their role, signup date, department, etc., using User Attributes.

To know more, see User Attributes.

Schedule Weekly or Monthly Pop-Ups

Automate your regular announcement and alert Pop-ups better using the additional Pop-up Visibility Rules — Once a week and Once a month. The new rules help in reducing repetitive tasks, free up time, and remove human error.

Using the new rules with Start On and End On date, you can show Pop-ups repeatedly for a specific period or leave them empty to show Pop-ups repeatedly forever.

To know more, see Schedule Pop-ups.

Actionable insights for Flow feedback

The end message and the feedback options that appear after Flow completion are now split into separate sections. End users can submit their feedback for the Flow and still be able to interact with the end message and complete any available action.

Your users can now quickly select from pre-defined responses when they have content feedback for you. Apart from negative feedback, you can also get insights on the Flow being helpful to your users. For both positive and negative feedbacks, users are presented with four different responses and an optional textbox to enter additional information.

For more information, see Customize the end message of a Flow.

The Flow Analytics dashboard is also redesigned to display the feedback information in detail. To know more, see Flow Analytics.

Cumulative Flows Analytics

In addition to Flow specific analytics, you can now view the performance of Flows as a whole. For example, you can view the cumulative number of times Flows were played, completion rate, exit rate, failure rate, etc.

All these Analytics can be downloaded as a CSV file for further analysis and interpretation.

To know more, see Flow Analytics.

Tags in Dashboard List View

You can now add a column in the List View that shows the Tags associated with the content.

To know more, see Customize Dashboard List View.

End users can reposition the Task List

Your end users can now choose where they want the Task List Widget to appear (bottom-left or bottom-right) by dragging and dropping the icon on your app or site.

Whatfix remembers the new position for the users on their next visit. To know more, see Reposition the Task List Widget.

Last updated: October 07, 2020

• Carousel template in Pop-up

• Edit Pop-up template code for advanced customizations

• Redesigned Flow Automation Pop-up

• Whatfix Editor extension for Microsoft Edge

• Customize Flow PDFs

• Faster content updates in Extension Deployment method

• Salesforce, Google Analytics, and FullStory integration

• New Content Repository UI and Functionalities

• Redesigned Pop-up experience for you and your users

• Salesforce, Heap, and Google Sheets integration

• New Knowledge Base UI and functionalities

• Flows for Desktop

Carousel template in Pop-up

Do more with the new Pop-up Carousel template. Deliver more information to convey multiple text information, videos, or images in one pop-up in the form of sliders. Users can use the carousel indicators at the end of the pop-up to navigate through the content on each slide.

Edit Pop-up template code for advanced customizations

With the Code View for Pop-up templates, you can now make detailed visual tweaks that aren't possible using the UI. The Code View gives access to the template's HTML, CSS, and Javascript (JSX) code to make advanced customizations. The code view is available for any template that you select.

To know more, see Customize Pop-up template code.

Redesigned Flow Automation Pop-up

The pop-up, your end users see when an automated Flow runs, gets a fresh new look. This Flow automation Pop-up now appears at the bottom of the application making it less obstructive than before, while the rest of the screen is made non-interactable for the users. However, your users can now clearly see the Flow steps being auto-executed.

The pop-up also displays information such as the Flow name, the step number being auto-executed and at which step the next user input is required.

Hovering the mouse over the Pop-up displays the following options to your users.

• Manual- Stops the Flow Automation and switches the Flow to manual, where the user takes control and continues the Flow on their own.

• Stop- Ends the entire Flow.

Also, you can choose whether or not to show this pop-up to your users and configure various other settings under Global Configuration. For more information, see Configure the Flow Automation Pop-up.

Whatfix Editor extension for Microsoft Edge

Whatfix Editor is now available on the Microsoft Store. You can create Whatfix content on the Microsoft Edge Chromium browser just like you can on Chrome and Firefox.

To install the Whatfix Editor on the new Microsoft Edge, open the link Install Whatfix Editor on new Edge on the Microsoft Edge browser.

Customize Flow PDFs

You can customize and style the Flow export PDF template to suit your needs. You can customize the template to show the following,

• Three steps in a page

• Your organization logo

• Header and footer section (add or remove)

To customize the PDF template, see Whatfix PDF Export or Share Flows as PDF.

Faster content updates in Extension Deployment method

Your content updates now get reflected in less than 10 minutes for your users. This update time applies for Chrome Store extension and only if you are making content changes like updating text, images, themes, visibility rules, and creating new Whatfix content, etc.

Changes like Advanced Configurations, Whatfix app version upgrades, and browser extension metadata changes are not considered as content updates and can take anywhere between 3-10 days for Chrome Store to review and update the extension.

Note:

To enable this feature for your account, contact support@whatfix.com.

Salesforce, Google Analytics, and FullStory integration

Integration Hub now connects with Google Analytics and FullStory out-of-the-box allowing you to and automate repetitive tasks in the background.

Also, Salesforce integration with Whatfix is now bi-directional and can send data from Salesforce to Whatfix.

• Google Analytics - Segment Whatfix content for specific users based on segment data from Google Analytics. For example, show survey form in a Pop-up only to users who have used a new feature thrice in a particular geography.

• FullStory - Identify instances of rage-clicking and show appropriate Whatfix content to those users and reduce frustration and improve the user experience.

• For more examples and use cases, see Integration Hub.

New Content Repository UI and Functionalities

The Content Repository Integration UI gets a face-lift for a smoother experience, along with exciting new capabilities. You can now integrate any custom HTML based knowledge base applications with Whatfix.

The new Repository UI allows you to configure the Crawler settings, using which you can either choose to fetch the content from the entire repository or only from specific folders of the repository.

For more information, see Integrate your Content Repository with Whatfix.

Redesigned Pop-up experience for you and your users

Whatfix Pop-up has been completely revamped to make it more user friendly, consistent, and flexible to address your varied needs. Here is the list of what has improved.

• 12 Pop-up templates - Select a template, customize it, and deploy it quickly to your users.

• Individual Pop-up Customizations - Customize each Pop-up's button color, text color, alignment, button action, etc., while creating the Pop-up.

• Resizing - Resize the Pop-up using the right-arrow head at the right border and drag it to the desired width.

• Instant Preview - Preview how the Pop-up looks like on Desktop and Mobile while designing the Pop-up.

Note:

For accounts created before 19 August 2020, the new Pop-up UI will be rolled out within the next couple of weeks. All your existing Pop-up segments (Active or Inactive) will be migrated to the new version.

For more information, contact us at support@whatfix.com or your Account Manager.

To know more, see What are Whatfix Pop-ups?

Salesforce, Heap, and Google Sheets integration

Integration Hub connects Whatfix with other out-of-the-box applications and automates repetitive tasks in the background.

Whatfix now supports the following three new out-of-the-box integrations,

• Heap - Share data from your Heap account with your Whatfix account and different content can be shown to a specific cohort of users.

• Salesforce - Track the usage and completion of tasks by your users and create a Salesforce report on the Dashboard.

• Google Sheets - Import your support articles from any Knowledge Base apps and make it available as part of Self Help and export Whatfix Analytics reports to Google Sheets.

For more examples and use cases, see Integration Hub.

New Knowledge Base UI and functionalities

The Whatfix Knowledge Base feature is now renamed as Repository. There's a fresh UI with enhanced capabilities. You can also quickly integrate with 6 out-of-the-box supported applications.

Info:

• The new Repository UI along with its capabilities is available only for users who already have integrated with atleast one Knowledge Base.

• The updates will be available for new users in a subsequent release.

The new Knowledge Base UI enables you to,

• Schedule the Sync frequency, the time interval for each Integration Sync to occur. However, there's also an option to force a sync on demand as well.

• See the Integration status, number of content fetched, the last Sync date and the next scheduled Sync date.

• Pause the Integration for any Repository and resume it whenever you want.

Whatfix Repository now supports out-of-the-box integration with various HTML based apps such as,

• SharePoint

• ShareFile

• Salesforce Knowledge Base

• Confluence

• Freshdesk

• Zendesk

If you are using a custom knowledge base application then get in touch with us at support@whatfix.com to integrate them.

To know more, see Integrate your Repository with Whatfix.

Flows for Desktop

Whatfix now supports Whatfix Flows for Desktop applications such as Microsoft Teams. Whatfix Flows for Desktop accurately adapts to the screen size and resolution. To know more, see What are Flows?

Last updated: July 8, 2020

• Update extensions in minutes using Whatfix Store

• Control Whatfix end-user feature updates

• Personalize user experience using Whatfix Integration Hub

• Find the number of users engaging with your Whatfix Widgets

• Change themes, font size, etc. at Flow level

• Use Spotlight at Flow step level

• Chatbot integration

• UI Changes on the Whatfix Dashboard

• Show information via pop-up before running Flows

• Use Search Keywords to help users find content

• Use multiple step completion rules together in Flows

• Bring in articles from particular SharePoint folder to Self Help

• Extension install analytics

• Email Notifications when your flows fail

• Select elements using right-click and left-click

Update extensions in minutes using Whatfix Store

No more waiting for days for the Chrome Web Store to update your Chrome or Edge browser extensions. The new Whatfix Store, Whatfix's own self hosted repository for Chrome and Edge (Chromium) extensions reduces the time to update content to a few minutes as opposed to several hours to days it takes when using the Chrome Store.

The Whatfix Store is designed to minimize bottlenecks and reduce update time. The extension generated using the Whatfix Store can be used on both Google Chrome and Edge (Chromium) browsers. For more information, see Setting up Whatfix Store Extension.

Control Whatfix end-user feature updates

Enterprise Product Managers (or Software Admins) can test new features before deployment and can choose whether to deploy those features and when. For example, let's consider the back button in tooltips feature which was released a few months ago. Before Whatfix was auto-upgraded, you'd have had an option to review the feature, see how it impacts your end-users and then decide if you wanted to upgrade immediately or later. A feature that impacts only content creation, continues to get rolled out automatically to all users.

You get a notification whenever there’s a new update available. You can either choose to upgrade immediately or at a later time. See, Whatfix Platform Updates.

Personalize user experience using Whatfix Integration Hub

Whatfix’s Open Ecosystem Platform enables you to integrate and exchange Whatfix content and data across multiple third-party applications.

Integration Hub connects Whatfix with other out-of-the-box applications and automates repetitive tasks in the background.

Whatfix now supports out-of-the-box integration with,

• SuccessFactors

• Confluence

• Survey Monkey

• Google Sheets

• Amplitude

For example, if you were to integrate with Confluence, every time you create a Whatfix Flow, Whatfix automatically creates the same content as pages in your Confluence.

For more examples and use cases, see, Integration Hub.

Find the number of users engaging with your Whatfix Widgets

Whatfix Analytics now displays the number of end-users to whom Whatfix Widgets were displayed and the number of end-users who actually clicked and engaged with the Widgets.

Using this information you can make changes to the Widgets like changing its position, color, animation effects, etc. to increase the engagement rate. See, Analytics Summary.

Change themes, font size, etc. at Flow level

Flows can now be configured and customized at an individual Flow level, without coding. You can customize—theme, text, buttons, font, the color of tooltips, end message, etc., for each Flow. See, Customize Flows.

Use Spotlight at Flow step level

You can now configure the Spotlight feature to appear at chosen steps rather than the entire Flow. This can be configured in Whatfix Editor or the Dashboard. See, Enable Spotlight Feature.

Chatbot integration

You can now integrate your favourite chatbot service with Whatfix where your end-users can interact with the bot in a conversational manner to get information and complete tasks. Any kind of chatbot conversation that your users can engage with, can be built without any coding. See, Chatbot support.

UI Changes on the Whatfix Dashboard

Several small improvements have been made to the user interface on the Dashboard.

The Ellipsis icon which was at the bottom left is now located at the top right of the Dashboard, next to the Settings icon. You can access Support, Release Notes, Blogs, Privacy Policy, etc. from this icon.

The bell icon has also been removed. It is being repurposed and will come back in a different avatar!

Show information via pop-up before running Flows

There are times when you need to give some information to your users after they select a flow, but before they start the first step. You can now configure your Flows to show a pop-up with this information before the first step of the Flow is run. This is referred to as Flow information pop-up.

An example where you might need to use this functionality is, when your users need to keep particular information ready before running a Flow so that they don't get stuck in the middle.

You can do this by adding the wfx_play_as_popup tag in the Editor when creating a Flow or on the Dashboard after creating Flows. See, Show information before running Flows.

Use Search Keywords to help users find content

Help your users find content even if the words they use in their search query aren't exactly the words used in your content. You can set up Search Keywords for each content in Whatfix.

For example, you can add "knowledge base" and "document" as Search Keywords for all the content related to "content repository." So, when a user searches for "knowledge base" or "document" in Self Help, the results include content related to "content repository." For more information, see Help users find content in Self Help using keywords.

Use multiple step completion rules together in Flows

You can now add multiple step completion rules to reduce Flow breaks. Earlier you could add only one step completion rule. The conditions are no longer radio buttons, but multi select checkboxes. Depending on the step, Whatfix enables this functionality wherever possible.

The step completion rules that are available are automatically limited by the kind of step completion rule you select. We've done this to limit the scope for errors that result in Flow failures.

Bring in articles from particular SharePoint folder to Self Help

Earlier, integrating SharePoint would sync all your SharePoint content. But now, you can choose to sync only articles from particular folders in your SharePoint account to Self Help.

To enable the SharePoint integration or change the syncing preference, write to us at support@whatfix.com.

Extension install analytics

Once the extension is deployed, and analytics are available, you can go to one of the following templates, select your account and view a dashboard of everything you wanted to know about how your extension is faring. You can see information about how many users have installed the extension, the type of browsers used, geography of installs, etc.

• Extension Rollout Analytics

• Extension Update Analytics

Email notifications when your flows fail

Beginning May 20th, you will receive a daily email notification with the list of Flows failed from the previous day. This email contains the following information

• Name of the Flows failed linked to Flow Analytics

• Number of times each Flow failed

• Step number at which maximum failures happened

• Author of the flow

The email is sent automatically every day between 4:30 AM - 5:00 AM Pacific Time and no additional configuration is required to receive the email.

If you don't want to receive these Flow Failure email notifications, you can use the Unsubscribe button at the bottom of the email.

Select elements using right-click and left-click

In some apps, when you're trying to select an element using left-click it may also trigger the actual element click. In such scenarios, you can now use right-click on the mouse to select the element without triggering the element click. See, Unable to select element while creating Flows.

Last updated: April 14, 2020

• Improved Content Versioning

• New List View on Dashboard

• An alternate to using CSS Selectors

• Flow Automation

• Data entry Automation

• Enter custom text inputs using URL parameters

• Capturing Successful Search Terms in Self Help

• Analytics disabled by default in Self Hosted Modes

• New custom date filter for reports

• Customize Whatfix's default text

• SharePoint integration

• Provide product feedback on the Dashboard

• Horizontal Auto Scroll supported

• Feature name changes

• Improved representation of Flow Exits

• Text content character limit customizable

• Tag names are more readable

• Improved end user identification

• Create content on the All content tab

• Deploying Extension on individual browsers

• Summary Reports API

• User Specific API Token

• Omniture and Matomo supported in Custom Analytics

• UX Improvements to Whatfix Videos

• Whatfix Support Documentation Feedback

Improved Content Versioning

Versioning is now completely automated. Every time you click the Save button, a version is created. You can now track all the changes made to content in a detailed chronological order. All versions will have the following details

• What is the version number

• When the version was created

• Who made the update

Any previous version can be restored. When you restore a previous version, a copy of the version is made and added as the latest version. You can also download a PDF version of any version by clicking the View or PDF link depending on the type of content. For more information see Content Versioning.

New List View on Dashboard

Get the most out of your Dashboard with the new List View. You can view more content and detailed information about the content on the Whatfix Dashboard. For more information, see Customizing Dashboard List View.

An alternate to using CSS Selectors

If you find using CSS Selectors difficult when configuring Branching and Display Rules, you can now use the Select Element option. It is as simple as selecting an element on your app. You don’t need to go through the code.

In the Branching/Display Rules section, choose the Select Element option from the dropdown, click the element in your app, and then finish configuring the rule as usual.

Flow Automation

Automation helps you improve users productivity and minimize errors by automatically performing certain steps of a Flow. You can automate navigational clicks, selection of menu items, auto-fill form fields, etc.

You can automate one or more steps of a Flow. This works for both new as well as existing Flows.

To see how to enable and use this feature, see Flow Automation.

Data entry Automation

You can now auto populate text in a form using Smart Tips. The input text can be configured for Smart Tips that have already been created. For more information, see Data entry Automation.

Enter custom text inputs using URL parameters

You can auto input text in a form using an automated Flow by entering the variables in the URL of the Flow. Contact support@whatfix.com for additional information.

Capturing Successful Search Terms in Self Help

In addition to unsuccessful search terms, there's a new tab in Self Help analytics that displays a list of successful search terms. Find out what's working! And try to include more of those terms in your content. Successful Search terms actually tell you how much you are saving because every successful search is one less support call. For more information, see Self Help Analytics.

Analytics disabled by default in Self Hosted Modes

Unlike the JavaScript and extension deployment, analytics is now disabled by default for the Export model of deployment. Once you enable analytics, the clickstreams are sent to Google Analytics or custom analytics as enabled by the customer.

To enable analytics on the export model, see Enable Whatfix Analytics for Self-Hosted Mode.

New custom date filter for reports

You can now quickly select the Analytics data for last 30 days/90 days or define a custom time frame using a drop-down menu on the Analytics Dashboard. This should also show drastic changes to the performance of the dashboard load.

Customize Whatfix's default text

With Custom Labels, you can change the name of any label in the Whatfix UI so that it fits your organization's style and branding guidelines.

For example, you can change the default Self Help search field text that says Enter your search criteria here to something that is more suitable for your users. To see the full list of labels and know how to customize the text, see Renaming Custom Labels.

SharePoint integration

Bring your SharePoint content and show it along with other Whatfix content inside your application. Your users can search for articles in your knowledge base using Self Help.

To enable the SharePoint integration, write to us at support@whatfix.com.

Provide product feedback on the Dashboard

Now you can use the feedback feature available on the bottom left of the Dashboard to provide product feedback directly to the Product team at Whatfix. To know more, see Give product feedback.

Horizontal Auto Scroll supported

Whatfix has always supported vertical auto scrolling in Flows. Now, if the user needs to scroll horizontally to get to the next point of action, Whatfix automatically scrolls horizontally as well to the next actionable point.

No additional configuration is required to enable this ability.

Feature name changes

We’re changing the names of several features in Whatfix to fit them better to their current and future capabilities. Since their initial release, the features have evolved into something a little deeper and we want the names to reflect that. You can find all the changes in the table below.

The new terminologies will soon reflect in the Product as well. For further clarification, email us at support@whatfix.com.

Improved representation of Flow Exits

Whatfix analytics has been improved to show additional information on flow exits. See, Understand Flow exits for more info.

Text content character limit customizable

Text content was limited to 600 characters. Now this limit can be increased to something that suits the needs of your organization. Once changed, the change applies to all your text content.

To change the character limit, contact support@whatfix.com.

Tag names are more readable

Tag names accept upper case characters and spaces, thus making them more readable. There's no longer an error that appears when you use a space or an upper case character in a tag name.

Improved end user identification

The Whatfix algorithm has been updated to improve the ability to identify end user activity more accurately.

Create content on the All Content tab

You no longer need to go to the My Content tab to create new content. The Create content button is now available on the All Content tab.

The only exception is an Account Manager who has not installed the Editor extension. Instead of seeing the Create content button, they see the Install editor button.

Deploying Extension on individual browsers

For organizations that cannot mass deploy extensions, Whatfix enables you to create a URL that users can Go to and download the Whatfix extension. You can customize the landing page to suit your corporate branding. This method of deployment is supported for Chrome and Firefox browsers.

The installation process can be configured to launch the configured application once the extension is deployed on the browser.

For more information, see Deploy extension to individual user.

Summary Reports API

Added 20 new Report APIs to track usage and engagement related data for your Whatfix content. You can also, download the reports in .csv format by passing the API call in a web browser.

For more information, see Reports API.

User Specific API Token

Previously, developers used Enterprise specific API token for authorization. Now, it's been moved to User specific API Token so that each user can generate and renew their API token without affecting other users.

Omniture and Matomo supported in Custom Analytics

If you use analytics from Omniture or Matomo (formerly Piwik), then you can now integrate these tools to analyze how your Whatfix content is performing. This is done using Whatfix API.

For more information, see Integrate with Omniture Analytics and Integrate with Matomo.

UX Improvements to Whatfix Videos

Add audio to Whatfix Videos

Add audio narration to your Whatfix videos automatically and create video demos or tutorials of your application in an instant.

For more information, see Add audio to Whatfix videos.

Upload videos in multiple languages

Earlier, multiple language video was supported only if you download videos. Now, you can upload Flow videos in multiple languages to your online video channel.

Channel configuration experience improved

Video channel configuration is now simpler than ever before.

Track video uploading status in real time

You can now track the progress of video uploading to your video platform in real-time from the Whatfix Dashboard.

For more information, see Upload Whatfix videos to online video platform.

Whatfix Support Documentation Feedback

Weren't able to find help content for something you were searching for? Need more information about a particular task or action? Got a suggestion about help content?

Now you can easily give us feedback (verbatim) on any article in support.whatfix.com.

At the end of any article, click either the thumbs up or thumbs down icon under the Was this article helpful? section and enter your feedback.