HaloCRM New Features: Q4 2023
In the final quarter of 2024, HaloCRM introduced a host of useful enhancements and updates aimed at enriching your HaloCRM experience.
This blog delves into the latest highlights from Q4 of 2023, presenting our top picks which include more advancements to AI capabilities, a range of integrations and revamped ticket dashboards.
1. AI-Powered Creation of Knowledge Base Articles
You can now build up your knowledge base, without the need for constantly writing articles and getting approval on them. You can build system-based runbooks, that allow you to automatically create KB articles.
The runbook engine takes data from Halo, passes it to Chat GPT/Azure Open AI, evaluates the entire thread of the ticket and creates an article. To avoid mistakes, you can use the article drafts setting to send KB articles to a review team prior to them being shared.
2. WhatsApp Integration
This integration allows tickets to be created in HaloCRM upon receiving a WhatsApp message. You can respond within HaloCRM and it will reply to your customer seamlessly on WhatsApp. This integration is run in partnership with Twilio.
3. Ticket Dashboards
You can now customise the layout of your ticket types. With ticket dashboards, you can see all the ticket information in one glance, with the ability to edit each widget and perform multiple activities on the same interface. Ticket dashboards allow you to segment different parts of the ticket and edit information on the go.
| Ticket progress/history | Shows the latest update of the ticket |
| Attachment | Shows all attachments on the ticket |
| Single field | Shows any information that is on a single field that is configured to the ticket field list |
| Group of fields | Shows any information that is on a group of fields that is configured to the ticket field list |
| Workflow progress | Shows the stages of the workflow the ticket is on, alongside the timestamp on when it was progressed onto the next stage |
| SLA information | Shows the Service Level Agreement of the ticket |
| Response target information | Shows only the response target attached to the ticket |
| Resolution target information | Shows only the resolution target attached to the ticket |
| Teams chat | Can create and monitor individual teams chats from the ticket dashboard |
4. GoCardless Integration
The GoCardless integration will allow you to import your GoCardless Customers as Contacts/Customers in HaloCRM. You will then be able to view any payments the Contact has made on their User Details.
You can also double click a Payment to open it in GoCardless. Payment processing for GoCardless is coming soon!
5. WordPress Integration
Integrating with WordPress will allow you to import posts from WordPress into Halo as Knowledge Base articles so that they can be recommended in the problem matching bot and suggested articles.
They can also be searched for on the portal and automatically recommended to Users in emails with dollar variables.
6. Amazon Seller Integration
With the Amazon Seller Integration, you can import contacts to HaloCRM and pull customer’s orders into the e-commerce area with ease.
Amazon orders are linked to customers via email address. So, when you receive an email from a customer, you will be able to view a comprehensive list of their related orders, in one convenient location.
With the click of a button, you can initiate refunds, reorder items, and issue credit notes, all from the same unified platform.
Upcoming Developments
- Mailchimp Integration
- AdobeCommerce (Magento) Integration
- Text Global Channel
- Oracle Order Management Integration
- Feefo Reviews
Want to find out more?
For further information and to see all new features, click the question mark in the top right of your screen, then select ‘Show Release Details’.
To find out more information about future developments, look at our roadmap here!
If you’d like to speak to one of our team about specific features, or have any more specific questions, please contact your Customer Success Manager or feel free to contact us and we will get in touch as soon as we can!
Keen to try HaloCRM out for yourself? Grab a free 30-day trial today and check it out for yourself!
