April 29th
Ask NiceAI Updates
- Starred Chats: Important conversations can now be pinned to the top of the Ask NiceAI sidebar.
- Case Management Awareness: Ask NiceAI can now read the Case Management configuration and report on case status, assignees, and breakdowns.
- Workflow Visibility: Ask NiceAI can now query workflow configurations and execution stats, so questions like "what automations are running on detractors?" return accurate, account-specific answers.
- Survey Template Awareness: Ask NiceAI now has access to the full set of survey template settings, including subject lines and leading questions.
- Navigation notification: Users receive a notification on any page when an Ask NiceAI response is ready, so they don't have to keep checking back.
- Field Definitions in the UI: A new collapsible "Definitions" section is now available within the tool details, explaining field definitions.
- Collapsed Tool UI: When Ask NiceAI runs multiple tool calls to answer a question, those steps now collapse into a single "Queried your data" panel once the response is delivered.
General Improvements
- Enhanced Emerging Themes Browsing: Users can now see how many emerging themes are listed and browse through them directly. This change is only available on Themes V2.
- Auto-Reply to Promoter Comments: Workflows can now automatically send AI-generated replies to survey responses. This feature is only available for accounts with the NiceAI add-on.
- Rich Text and Footers in Reply Templates: The Reply Template editor now supports rich text formatting and an optional footer block with formatted text and layout controls.
- Synced Date Filters on Head Office Dashboard: Increased filter flexibility on the Head Office Dashboard. Date filters in the Head Office Dashboard filter bar now stay in sync with the filter bar used on the Responses page, Overview page and Survey Report. Updating a date in one place is reflected everywhere.
- New Navigation: AskNicely's refreshed navigation, with clearer labeling.
- Improved Dynamic Surveys prompt: CSAT-based AI follow-up questions now reference the satisfaction label (e.g. "Satisfied") rather than the raw numeric score. Also corrected an edge case where the AI incorrectly assumed it was the customer's "final visit."
- Master Toggle for NiceAI Features: A new master switch on the Account Settings page lets admin staff disable all NiceAI features in one click.
Mobile App Updates
- April Native Release: A new build of the AskNicely mobile app is now available in the Apple App Store and Google Play, bundling this month's mobile improvements.
- Image Attachments on Email Replies: Mobile users can now attach images when sending email replies, matching the desktop experience.
- Response Shoutouts: "Send Shoutout" functionality is now available directly from individual responses within the mobile app.
Bug Fixes
- Theme Filtering by Location: Fixed a bug where accounts with location data were unable to filter themes by location on the Spotlight View and Dashboard Overview pages.
- Apply Global Contact Rules Toggle: Resolved an issue in the Importer where toggling off "Apply global contact rules" would revert to on after navigating away from the page.
- Email Response Search: Fixed an issue where searching responses by email address could return no results for certain addresses.
- Case Management Report Link: Resolved an issue where clicking through from the Case Management report to the Responses page did not load the expected responses.
- Stats Report: Fixed a bug causing the Stats Report to stop populating data after 2027-03-23.
- Account Logos and Brand Colors: Restored automatic pull of logos and brand colors from the email domain when creating new accounts.
- Focus Areas Permissions: Fixed an issue preventing Area Managers from updating Focus Areas for their assigned locations.
April 15th
Ask NiceAI Updates
- File attachments: Users can now attach documents (PDFs and more) directly to an Ask NiceAI conversation. The AI reads and references the file content in its responses, making it easy to ask questions about uploaded data.
- Richer Data Access: Ask NiceAI can now draw on a broader set of your data, including full written feedback from open-ended questions, internal notes and chat replies on survey responses, and review request statistics.
- Refreshed Design: Ask NiceAI has a fresh new look, updated to match AskNicely's latest design standards.
Themes Improvements
- Restored Filtering Options: Location, team, and other filters are now available in the Themes V2 view, consistent with the Survey Report filter experience.
- Custom Theme Autocomplete: When adding a custom theme, the input box now suggests matching entries from your Emerging Themes
- Pinned Manual Tags: Themes manually added or removed from a response are now preserved and will not be overwritten by AI re-processing.
- Smarter Emerging Themes: Emerging Themes now refreshes weekly across all recent feedback, giving users a more complete and up-to-date picture of trending topics.
Reputation Manager
- Provider-Level Reviews: Reviews from Google, Facebook, ZocDoc, and other sources can now be mapped to individual providers or staff members in AskNicely.
- Easier Location Mapping: Google listings in the location mapping dropdown are now sorted alphabetically and include a search bar
- Review Images & Videos: Images and videos attached to Google reviews are now visible directly within AskNicely, with a click-to-expand preview.
General Improvements
- Attach Files to Reply Emails: Users can now attach files when sending reply emails from the response view.
- Review Metric in User Role Filters: The "Review" metric is now available in the Survey Metric filter for User Roles, enabling roles scoped to Google review data.
Bug Fixes
- Web Survey Load Times: Resolved a performance issue causing web surveys to take 30–45 seconds to load for some customers.
April 1st
Ask NiceAI Enhancements:
- Self-Service Upgrades: All users have access to Ask NiceAI in their navigation bar. Admins can now upgrade to a paid plan directly within AskNicely.
- Shareable HTML Artifacts: AI-generated visualizations can now be shared via public URL. Recipients can view and interact with the full artifact without requiring a login.
- Custom Grouping for Stats: Survey statistics can now be segmented by custom fields, enabling comparative analysis of send stats and response rates by location, team, or department.
Prompt Library: Added suggested prompts to the interface to assist users in exploring data insights and feature capabilities.
Session Management: Users now have the ability to rename and delete historical chat sessions.
General Improvements
- Enhanced PDF Headers: Survey report PDFs now include the survey title, active filters, and date ranges for improved documentation.
- Response reply attachments: When customers reply with image/file attachments, users can view thumbnails/download attachments directly in the response thread.
- Polished follow-up workflow emails: Follow-up workflow emails no longer include “Sent from iPhone” text.
- Multi-Reminder Configuration: Removed the single-reminder limit; users can now schedule multiple survey reminders to drive higher completion rates.
Frontline Recovery Access: Recovery Survey access can now be toggled on for frontline staff via User Role settings.
- Mobile app update: Scrolling improvements: When mobile app users open a response from the Responses section and then go back, the app now returns them to the same position in the list where that response appears.
Google Review Media: Added logic to detect and display images and videos associated with Google reviews.
Themes V2 in-line tagging: Admins can now add or remove Theme tags directly from the Responses page.
Bug Fixes
Recovery Surveys: fixed an issue causing "Survey expired" messages to appear for Recovery Surveys after initial completion.
Mobile Notes: Fixed a failure in creating internal notes on recovery responses via the mobile app.
- Mobile Sync: Corrected a bug where recovery survey responses were missing from the mobile app.