HelpSpot 5.6.17

New AI Response Composer

The new AI Response Composer provides several tools to help agents draft, revise, translate, and fine-tune responses using a familiar chat-like interface, directly within the existing response composer. Read the documentation to learn more about these new features.

Use a ChatGPT-like interface to provide short instructions such as "tell the user how to return the item" or "make it less verbose" to produce responses in a tone and style consistent with your organization's voice.
Create centrally managed, pre-built prompts that allow agents to perform common tasks (translation, tone adjustment, etc.) with a single click. Learn more about creating prompts to help your entire team work consistently.
Quickly find and link Knowledge Base articles and external URLs to provide additional context for drafting responses.
Each agent can personalize their writing style using custom prompting configuration and tone selection.

New AI Knowledge Base Article Generator

With just a few clicks, agents can generate Knowledge Base articles using context from specific requests or complete request histories. Read the documentation to learn more.

Agents can iterate on generated article content multiple times using AI Composer–style prompting.
When ready, the generator creates a private (unpublished) draft page in the specified book and chapter for human review and further editing.

New AI Request History Summaries

We've added a new feature that condenses request updates into concise, AI-powered line-item summaries.

Presented in reverse chronological order, summaries make it easy to catch up on long-running conversations or quickly locate important details shared earlier in the request.
Generated summaries persist with the request and are automatically regenerated as new updates are added.

Support for Microsoft Advanced (Self-Managed) Mailboxes

We've added a new mailbox type, Advanced Microsoft Mailbox. Available from Admin > Email Mailboxes, this connection manages authentication directly through a customer-controlled Microsoft Entra application within an Azure tenant.

Supports strictly regulated environments, including Microsoft 365 Government Cloud (GCC, GCC High, DoD), as well as commercial Microsoft 365 environments.
Removes the dependency on the HelpSpot Email Authentication service while functioning similarly to other OAuth mailbox integrations (Microsoft and Google).

Other Enhancements

Several Enhanced Search (see 5.6.15) improvements and optimizations have been implemented to improve query performance and indexing efficiency.
In the Web API, an optional flag has been added to include time tracking values in the private.request.get, private.request.multiGet, and private.request.search endpoints.

Bug Fixes

Fixed an issue that could cause email subject lines to be truncated under rare character encoding conditions.
Quick Search is now more tolerant of quotes, spaces, and certain special characters.
Addressed several additional minor cosmetic, labeling, and internationalization issues.