March 18th
Ask NiceAI Enhancements:
- Zendesk help article search: Ask NiceAI can now search AskNicely's Zendesk knowledge base and surface relevant help articles in its answers.
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Rich HTML rendering: Answers can now include rendered HTML like interactive tables, heatmaps, and custom charts. When asked for a more visual breakdown of data, Ask NiceAI can generate and display it inline.
- Inline citations: Answers now include links back to the specific survey responses used. Makes it easy to verify where an insight came from.
- Ask NiceAI from the dashboard: You can now launch Ask NiceAI directly from the NPS Score and leaderboard components on the head office dashboard.
General Improvements
- Recovery survey CSV export: Extended the responses CSV to include previous score, triggering user, and change timestamp, with filters for recovery vs manually edited responses and date ranges.
- Frontline Report - focus area consistency: Ensured that teams cannot have overlapping focus areas in time, and investigated/remediated historical overlaps.
- Survey Report - more reliable binary stats: Optimized how stats for binary questions (like Yes/No) are calculated. This update significantly reduces loading times and ensures your PDF reports generate successfully every time.
- Dashboard & report navigation tidy-up: Removed “New” labels from Spotlight View and Frontline report, and updated the report menu ordering (Home, Overview, Survey Report, Spotlight View, etc.).
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Automated AI replies to reviews: Introduced workflow support for automated replies to Google reviews, configurable by rating/recommendation, location, and for reviews without content. Users can toggle “Use NiceAI Suggested” replies.
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Survey builder -“Next” button for multi-select topics: Changed the “Done” button to “Next” on multi-select topic questions, and aligned its color (and topic styling) with the main survey button configuration.
- Schedulers - edit while off: Users can now expand and edit schedulers while they are toggled off. Saving changes does not turn the scheduler on, and it collapses again after save.
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CSV Activity Log - extended history: Extended the CSV Activity Log to support viewing up to 6 months of history, with pagination for large numbers of imports.
New Feature: Ask NiceAI
The new Ask NiceAI feature is now available in Beta, offering a more intuitive way to analyze customer feedback.
How to Access:
Enable access under: Settings → My Settings → Opt in to Beta Features
What’s New Ask NiceAI is an in-app, AI-powered chat feature that lets you ask natural-language questions about customer feedback and frontline performance data, providing instant insights, visualizations, and suggested actions.
Answer everyday questions: Get immediate clarity on trends, such as "Why did our NPS drop in the Northeast last week?"
Surface the "Why": View summaries backed by real customer comments to see the exact feedback driving your data.
Bridge the gap to action: Receive specific recommendations and next steps to improve team performance based on identified issues.
General Improvements
Contacts Elastic Filters: Improved the performance of filtering on the Contacts page, allowing users to find specific records quickly, even within large datasets.
Export Consistency: Updated contact CSV exports to respect user-locked filters, ensuring the downloaded data matches the records visible on the screen.
Survey Report Performance: Improved the reliability of binary question statistics in the Survey Report to prevent timeouts and ensure all data components load correctly.
Recovery Survey Send Delay: New UI controls to let users configure a delay for recovery survey sends.
Dynamic Survey Prompt Update: Improved the flow between respondent feedback and focus-area questions to create a more natural, less abrupt survey experience. Moreover, updated Dynamic Surveys to acknowledge customer concerns without repeating or agreeing with the complaint, maintaining a professional and neutral tone.
Expanded Response Downloads: The response download feature now includes optional columns for manual edit tracking, including the original score and the timestamp of the edit.
Mobile App Update: Released the February 2026 update for the AskNicely mobile app with general performance improvements.
Bug Fixes
Survey Report Visibility: Resolved an issue where responses to open-ended questions were occasionally missing from the desktop version of the Survey Report.
Logic Tab Filtering: Corrected a bug in the Survey Report where links to the response page in logic tabs were not applying the filter correctly.
Integrations
Salesforce Marketing Cloud One-Way Integration: Customers can now choose a one-way integration with Salesforce Marketing Cloud to control data flow and prevent data from being sent back from AskNicely.