The re-written Mac app is done, were just using it internally to make sure its solid. If youd like to beta test it, email me at firstname.lastname@example.org
Filtering by Author: Adam Kirk
We're sorry about the missed predictions on when some new features would be available. We've hit a few snags. Starting relatively soon we'll have another full time developer to help increase velocity, so we should be able to start upping the pace we improve the service. Thanks for using Firehose!
If you have a Facebook page for your business, users can send private messages to your page. Firehose now pulls those messages in and let's you reply to them from Firehose. We needed additional permissions for this so make sure you go to settings and re-authorize your Facebook accounts.
This week we hope to launch our simple v1 of our knowledge base.
By wednesday we hope to have added the ability to fetch private Facebook messages.
By the end of the week we hope to add the ability to favorite tweets and like facebook posts.
By the end of next week, we're aiming to release the rebuilt mac app. Its coming together and it will be solid and awesome.
Mid december we should have a really great ios7 update out for the iPhone/iPad app.
Send your feature requests and questions in to email@example.com
Sorry for the lack of updates. Everyone on the team is working hard on something big. Im rewriting the mac app the use AppKit, this should make it much more stable and mac- friendly to use. Parker is finishing up the new conversation view for the browser app. Andrew is mastering ElasticSearch to make searching your content fast and Alex is building out a simple version 1 of our knowledge base. As always, rob is collaborating with everyone regarding the UX of what they are working on. The KB should be launched this week or next. The mac app next week. No other estimates.
This most recent Mac app update adds a character count display to the response text view.
A new bar has been added at the bottom of the customer list of the Mac app showing how many customers are shown and how many there are total. We also fixed a bug where opening attachments opened the wrong one.
If you've missed the keyboard shortcuts on the response text view since our new design overhaul ( like cmd+enter to send), go to Firehose > Check for updates… because we've pushed a fix for it.
We've published our API documentation here: https://github.com/mysterioustrousers/firehose-docs
We'd love to hear how you use it or how it can be improved!
We've given the customer list a facelift. Instead of showing a red bubble for everyone who is flagged, we are only showing the bubble if you are flagged and a small number by the flag to indicate the total number flagged.
You can right click on a customer and copy to your pasteboard a direct link to the customer opened in either the Mac app (or iOS if they tap the link on their device) or web app.
Lastly, you can now just hit the delete key to close a customer and remove them from the unresolved list.
We're about to roll out an update that allows you to delete customers forever. It'll be obvious how to do this when you get the update. The Mac App will be updated first and the web app quickly after. So here are some scenarios:
This is someone who appears in your customer list no matter what. The "Unresolved Only" focuses on these customers. These are real people who need your help.
This is someone you have successfully helped. If no response text fields appear in the conversation view and all agents have been un-flagged from all of the customers incoming messages, the customer is resolved and is grouped together into your entire list of customers.
This happens if, for example you get a billing receipt come into Firehose. We currently have no way to automatically deal with this, but we will be implementing rules soon and you'll be able to automatically resolve these. Ideally you would set up another email to get non-customer support requests, but theres always exceptions.
If you get a message you don't ever want to see, especially if its something you'd never want your company to be associated with, then you can delete it forever. You will never see it again.
We hope you find this useful.
We're about to start work on doing "Knowledge Base" right. If you've got requests and feedback for what you'd like to see us build, nows the time to speak up.
We've adopted the mantra of "turning customers into fans" and we've been marching to it for a few weeks now. We're not so much talking about our customers, although we do strive to turn our customers into fans, this is more about helping our customers, you, turn your customers into fans. Our job is simple, provide a service that helps you turn your customers into fans of your company. This means, everything we do, we ask ourselves, "Will this help turn customers into fans?" We've canned a few really good ideas because when it came down to it, there was no reasonable argument for it. Stick with us and we'll provide you with the solutions you need to turn your customers into paint-their-faces-your-company-colors die-hard fans.
New Conversation View
Introducing our all new conversation view. It reminds you of chat you say? Well that's sort of the idea.
We are going to add live chat, and instead of creating a separate UI for it, we decided it belonged with everything else. We're treating it as just another channel. Our thought is, that should allow all of us to care less about how a customer is contacting us and focus more on responding quickly.
Chat would definitely feel weird in the opposite direction than we are all use to, most recent at the bottom. But, email feels weird unless the most recent is at the top, like we had it before. So, we had to make a choice, and we decided we wanted to make everything feel the same, and we wanted everything to feel like chat. So we punted on choosing and decided e-mail doesn't need to be distinguished as e-mail. We thought it'd be great if we could just "chat" with customers, hopefully in "real-time" as possible, no matter the channel.
Simplified & Better
We've reduced chrome and focused on uniformity. Each chat bubble has an avatar by it to easily see what the customer is saying and what the agent is saying. We've also made it possible to attach notes to any bubble, which you might find useful.
Note: Agent avatars are pulled from Gravatar. We may support our own in the future, but maybe not. Im secretly glad Github forced me to start using Gravatar :)
We've added markdown support for formatting your outgoing responses. Theres no way to format a Tweet or a Facebook post, so its only useful for e-mail right now. When add live chat, we'll likely support it there too.
We've been using a framework developed by Twitter and the open source community to build Firehose for Mac. Unfortunately, at the time that we started contributing to it, it's text view was quite broken. We started from scratch and rewrote the text view so now it's pretty awesome. We've heard from quite a few customers about weird behavior with the old text view, so I think this new one will be quite refreshing. Another reason we rewrote it from scratch is because we have some really big plans for improving how we all type responses to customers and a really powerful and customizable text view is key to that. Look forward to the future!