Hear, hear, Tiledesk has been included in the 2022 Guide for Italian SaaS solutions in the Conversational Marketing and Chat section, drafted by Vincenzo Cosenza, a prime researcher and expert in the field of Marketing & Technology. Cheer with us by spreading the news! 📣😛

As Scott Brinker, the VP of platform ecosystem of HubSpot and the author of chiefmartec.com, has brilliantly said about Marketing & Technology (MarTech, that is), quoting Dickens: ‘It was the best of times. It was the worst of times.’ Nowadays, the Customer is being spoiled by so many different solution offerings by way too many competitors and this can easily lead to an “impasse”, where the Customer doesn’t know whom to choose. According to Brinker, it is all about the functionality and not perfection: simply look out for what works best for you and your business, as the estimate of what you’ll be spending in marketing tools will, for 26% (Gartner), fall within the SaaS area.

If you are one of the few that still haven’t tried out our FREE FOREVER features, don’t stall and

Tiledesk Newsletter is officially back! Ever since the beginning of the New Year we have been working hard on our latest updates while pitching our innovative ideas to investors. And guess what? Spread the word, we made it: we’re closing our first investment round to make our Team stronger than ever. Feel free to get in touch for more info while checking out Tiledesk’s state-of-the-art features below.

New Dashboard

It’s all about space. It’s all about the console. We’re the Dandies of new technologies – check out our new Dashboard menu, it’s beautiful! 😍

Take a sneak-peak

Conversation-embedded Apps

🎉Check our newest feature: Conversation-embedded Apps! Thanks to this tool, the user can pretty much interact with any web application within the chat without ever leaving the very same conversation. Awesome, right?

You can also start programming an app with the tutorials in the developer zone.

Learn more

Orchestration APIs

⚙️What happens when Humans, Chatbots and Apps work in harmony to solve the end-user’s issue? Everyone’s pretty happy.
To successfully manage a continuous conversation flow between the user and multiple actors, we present tailored orchestration APIs that integrate seamlessly into Tiledesk APIs.

Find out how

New Translations Available

🌍Our endeavours to always meet the needs of an international service have resulted in making available our Tiledesk Console and Widget in 8 languages.

Learn more

New Developer Docs Available

📑Two brand new sections are now available on our Developer page about:

Learn more on our Developer Docs site

Fresh New Tutorials

📚Our developers are relentlessly working to provide the up-to-date Community “How To” Guides ready for you to use and have fun!

Conversation-embedded Apps – Learn how to create your first App embedded in the a conversation!
External Chatbots – Learn how to easily handoff the conversation from chatbots to humans.
External Chatbots – Learn how to add Quick Replies from your external chatbots.
External Chatbots – RASA Developer? Programmatically connect RASA to Tiledesk in few easy steps.
Resolution Bot – What is fulfilment? Learn the basics with our intro article for developers.
Resolution Bot – Quickstart with fulfilment with this practical Quick Start!
Resolution Bot – Webhook payload anatomy requirements and discussion.
Resolution Bot – Learn the basics for sending structured messages that go beyond simple text from your fulfilment.
Orchestration tutorials – What is Tiledesk’s orchestration? Here you can find the discussion intro.
Orchestration tutorials – Create a “receptionist” chatbot that “handoffs” to the next chatbot based on the user language.
Orchestration tutorials – Create a chatbot that lets the user choose among the available departments.
Fallback to Knowledge Base – Learn how to programmatically trigger a search in your Knowledge base every time a fallback intent occurs.
Pre Chat Form App – Render your prechat form exactly when the chatbot-human handover occurs and much more!

The Tiledesk Web Widget provides by default an anonymous identity to his users through the anonymous authentication feature. This means that the first time the widget starts on the end-user’s browser it will assign to the user a unique, random user-id, that will last until the browser cache is cleared.

This temporary, random identity provides many benefits, first of all the option to immediatily install and use the widget on your web site or application, without any configuration. When a user is anonymously authenticated you can provide “more strong” identity to him by enabling a “prechat form”, asking for some data like email/fullname, so you can subsequently identify him with those data.

While “anonymous authentication” mode provides immediate and easy deployment of the Tiledesk widget, sometimes you would like to give your Tiledesk end-users a persistent, recognizable identity.

This is especially true when, for example, your end-users already have a certified identity into some other company’s Identity Provider. For example, when a user is already authenticated into your shop website or into your backoffice application, you already know everything about your user. What would like to achieve in these cases is to have them already recognized by Tiledesk (and your agents) every time they ask for some support. You don’t want them to provide arbitrary identities with wrong or mispelled emails or fullnames using prechat form.

Tiledesk provides the option to authenticate your end-users with a custom, certified identity, using JWT authentication, a very easy and market proved authentication technology.

We just wrote a tutorial about custom authentication where we provided a complete example on how you can successfully setup a custom JWT authentication for your Web Widget end-users.

If you want you can try the tutorial’s application live. It’s a good start point to understand how the custom authentication works. If you create a conversation the Tiledesk Widget automatically saves it in the recent conversations list available on the Widget’s home. The same user will always get the same last conversations history. With anonymous authentication, if you open the same web page in an anonymous browser instance (or if you simply move from one browser – i.e. Chrome – to another – i.e. Firefox) your user will change (you get a new anonymous user token) and you will get an empty conversations history (because you are effectively new).

With the tutorial’s app this doesn’t happen. You will always get the same history, also if you change your browser, or you repeatidly open the page in new anonymous browser’s instances. You are always the same user and you will always get your last conversations. Just make a try. Open your web page in Google Chrome. Create a conversation, just as an excuse to get a conversation history. When you go back to widget home you’ll get a conversation history. Now open the tutorial’s page in a new anonymous browser instance. You will get the same conversations list. Change your browser (i.e. Firefox), you still get the same history. Because you are the same user.

About the agent experience with authenticated visitors

We’ve just seen what happens from the end-users point of view. But what happens from the agents’ point of view? Well, the experience is good enough to let everyone very satisfied 🙂

The Tiledesk dashboard and chats automatically recognise the user with strong authentication (yes, cutom authentication is “strong”) by placing a shield on the user icon, as for example in the queues’ monitor:

The shield indicates that the user is strong authenticated and you can trust his identity as coming from the Company’s Identity Provider. If you move your mouse on the user icon you get a clear message 🙂

If you move in the conversation detail (or you open the chat) your agents will get a detailed explanation in the side panel. Open the chat corresponding to the conversation to get details about trusted info “as you chat”…

All the “trusted” metadata coming from your external Identity Management are available just exploding the “Trusted info” section.

Create a free account and use Custum Authentication today.

You can find a live example app here that demonstrates how JWT custom authentication works.

You can learn how to add Custom Authentication with this tutorial in the developer zone.

We are thrilled to announce that Tiledesk has raised a

€ 600k seed round of funding.

We are thrilled to announce that Tiledesk has raised a € 600k seed round of funding. The round was led by Techshop Primo fund, the SGR founded by Aurelio Mezzotero and Gianluca D’Agostino (https://techshop.capital).

Tiledesk S.r.l. was founded in 2020 with the aim of being the center of the Conversation platform revolution, orchestrating the human and AI agents across a multitude of channels both in the Customer Service and the Conversational Marketing space.

Over the past 12 months we have made great strides towards achieving this vision. Tiledesk is now an advanced customer service platform based on building dialogue between a company and their customers through messaging, with multiple interfaces and service levels: chatbots, messaging apps and human operators. The ease of integration of Tiledesk’s software and the smart support provided allow enterprises to increase the satisfaction of their customers while increasing the ROI of their technology choices.

Tiledesk is developed entirely in open source, a strategic choice that allows the community to develop new features autonomously and, at the same time, for enterprises with specific needs to customize the software on-premise.

The market for chatbots and technologies for advanced customer service is forecasted to be over 100 billion dollars by 2025. A sector that has seen the rise of global companies such as Zendesk, Freshworks and Intercom alongside a string of specialised players. Tiledesk’s approach is based on an integrated “full-stack” architecture combined with a modular logic; such architecture allows the enterprises to choose whether to adopt the entire service suite or to pick single modules, easily pluggable with third-party software and solutions.

Andrea Sponziello, Tiledesk CEO, explained:

The investment by Techshop is an important milestone for us to hit the goals set ever since the beginning, in the journey to become a key player in the customer messaging and inbound marketing space. This funding will allow Tiledesk to strengthen the team, improve the go-to-market, broaden our open source community and expand internationally. We firmly believe that Gianluca and Aurelio’s mentorship will be instrumental in designing and executing a sustainable growth strategy.

Techshop founders Gianluca D’Agostino and Aurelio Mezzotero comment:

We are happy to have completed our first investments just two months after the Fund’s kickoff. Tiledesk is the outcome of thorough scouting and screening of the B2B startup arena started in September last year. Tiledesk is pretty unique in its value proposition, with a well-focused software product, in a business undergoing strong technological and behavioural changes, such as in the corporate customer service.

If this news has picked your interest in how Tiledesk can support your business with effective conversational flows, please get in touch with us.

It’s all about space. As more space you have as much useful things you can put inside.

It’s all about the Console. The old menu was too big that many features suffered about usability. So we refactored everything from scratch.

And the new menù was also a great opportunity to introduce our first Product tour feature, so you can get an overview of the product on the first login!

The new side menu is so slim that your user experience will totally change while using the Tiledesk Console. It stays there, always on, never invading your working space, whether you are working with your favourite chatbot or when you are check the working queues with the Real Time Conversations Monitor 😎

Working with chatbots in the new menu

What about your Settings menù? Where is it right now? Well, just press the gear icon on the bottom. It will open the new Settings panel, a refactored component with his own sub menu!

The new Settings component, with his own menu

And the menu is big only if the page is big enough to engage with his dimension. If the page shrinks, the menu understands he his not the main character, and will resize accordingly! It just becomes a list of intuitive icons.

Obviously the menu automatically adapts to the user role, so agents will see something different from admins, as in the following figure, where you can see less options available:

The agent’s menu has reduced options set compared to users with admin roles

The Chat tool

A big improvement also for the chat tool that finally shares the same menu as the dashboard to become a first class component of the Tiledesk Console for a seamless integration with all the other tools.

The chat tool shares the same Console menu

With this important improvement we will provide a better user experience to all Tiledesk users, with more space for all the tools and expandable sub menus.

Andrea

Sometimes it’s useful to propose an entire application (aka app) in the conversation flow. When available, it is a handy tool that provides many benefits. And Tiledesk provides Conversation-embedded apps.

Advantages of Conversation-embedded apps

In Tiledesk “Conversation-embedded” applications (aka conversation apps) are simple web applications proposed to the user directly inside the conversational flow. They improve the general interactive and functional power of a conversation. The user can, for example, play an entire video game in the conversation flow, without ever leaving the conversation in the chat. But their use is more pratical indeed, like for example completing a complex input form, that through a chatbot is difficult to fill. There are many use cases where an app running in the conversation increases the user perceived interactive power.

All of these benefits come with another hidden one: data isolation from the conversation’s host platform (aka Tiledesk).

Data isolation

Conversation-embedded apps totally isolate the exchanged data flow from the conversation. Data isolation is less obvious then UI enhancement, but it’s probably a more important concept.

When exchanging messages with support some of your messages can contain sensitive information, for example a credit card to complete a payment oparation. The user doesn’t appreciate so much sending this info to human agents to complete the operation on their behalf. They mainly prefere to complete the operation by their own, possibly without leaving the conversation context. This is where conversation apps come in handy.

In Tiledesk, the conversation-embedded app is an entire web application running on his own web server, served on the HTTPS protocol. This means that data exchanged with the app is totally unkonwn by Tiledesk and is exchanged only between the app and his own backend. This pertains to privacy and security. Go back to our user paying for a cart. The chatbot can provide the user with a payment-app where the end-user is asked about his credit card info and these data are directly exchanged with the payment backend, never with Tiledesk. No info about the transaction is stored into the conversation or exchanged with support agents, only the actors interested in the interaction are involved (the end-user and the payment backend, i.e. stripe).

Conversation apps Anatomy

Tiledesk’s Web Widget provides the opportunity to create and propose Apps directly in the conversation flow. The application is delivered through a simple message. In Tiledesk all messages are typed, meaning that we have many message types (text, images, videos, maps etc.) among which we find the frame type. The frame type (discussed here) is just a link whose content is rendered inside an iframe, in place of the message.

Conversation App is just a frame containing the web application

One of the most valuable things an app can do is communicate with Tiledesk APIs. This is very handy if you want, for example, use orchestration APIs or send a message back in the conversation where the app is hosted into.

You can discover more info in the developer zone, where some tutorials are available to show you step by step examples to build a couple of interesting demos.

An App can send a message back to the conversation where it is hosted into

Create a free account and start build your conversation-embedded Application today.

You can find a live example app here

You can start programming an app with the tutorials in the developer zone.

Tiledesk is built on a real-time messaging core. The news is that Tiledesk has a totally new real-time messaging core, a new engine built from scratch and based on the best real-time technology around! The new messaging engine delivers great performance for every message sent through the platform, showing increased speed and reduced latency compared to the old engine. These increased performance will improve the overall user experience, and the users themselves will seriously benefit of the enhanced messaging both for human and chatbot interactions. Moreover, all of this comes with more security, stability and flexibility for all the all messaging experience.

The technology

We have chosen the MQTT protocol as our Clients protocol, providing the state of the art in real-time messaging directly derived from IoT.
All the Chat clients, from the the web widget to the Agents’ chat, use the MQTT protocol to establish the connection, sending and receiving JSON messages and managing presence. Thanks to the flexibility of MQTT combined with JSON data format, there will be many opportunities to expand the protocol and address more functions in the future.

On the backend side, MQTT support and messaging queues are provided by the open source RabbitMQ message-broker, written in Erlang, representing an industry-standard for real-time messaging. RabbitMQ is reliable, flexible and greatly scalable as our benchmarks have proven.
We rely on standard protocols also on the backend, where all components communicate with each other through the AMQP protocol.
Security relies on JWT based authentication for all the involved components, including Clients and backend services.

The new architecture will provide a full-stack, secure, scalable, reliable and flexible environment, upon which Tiledesk can build all of his messaging infrastructure and services, providing the innovation speed and security standards that the today market requires.

Open Source

Tiledesk is open source in all of his components, and the new messaging engine is open source too.

But more than this, the new messaging engine is also fully decoupled from Tiledesk, allowing any developer to use it to build his own messaging solution. The new engine is part of the Chat21 project, a full-stack messaging SDKs and backend components that aims to provide web and mobile apps with a complete set of APIs to embed messaging features in your own apps. Tiledesk is just the first of these Apps who can benefit of the new Chat21 infrastructure.

Try Tiledesk

The new engine is already available in our latest Docker-compose distribution.

We will be happy if you want to try it and send us your observations!

Enjoy Tiledesk and don’t forget to send us feedback to info@tiledesk.com!

Actually Tiledesk uses Firebase to deliver messages in real time between all the components of the platform (console, web widget, mobile apps etc.) that directly need to exchange messages.

Tiledesk uses the Chat21 chat platform, an open source set of applications, free to use, built and maintained by our Company.Messages are stored both in the Tiledesk database (for analytics, full text search features etc.) and Firebase (just to allow the client apps – ex. iOS App – to get the conversation messages history).

Here you can find a description of the current Architecture.

The blue frame, Chat21 server, is deployed on Firebase cloud, and is built using Firebase Realtime DB + Firebase Cloud functions.Every Client is connected through websockets with Chat21 Server. A mix of events on messages and webhook calls will synchronize Chat21 Server with Tiledesk server. All messages actually are stored on both platforms for different purposes.

The new engine

The next Tiledesk platform release will have a new, pluggable instant messaging engine, based on RabbitMQ (server component) and MQTT protocol (Firebase will still be still supported).The next version will be released for production in April.

In the new version, the blue frame will be a RabbitMQ instance that will only deliver messages, only storing them for the sole mission of delivering.

Once delivered, a message is removed from the delivering queue.With the new version messages will only be stored in Tiledesk where it will be easier to manage them applying to each message the policies chosen by the data owner.
Moreover, with the new Tiledesk version, the messaging engine will be pluggable, so everyone can unplug from our RabbitMQ solution, choosing another engine.

New tools, unified messaging, Dialogflow connection and more

This was a great month for the Tiledesk team.

We released a bunch of new tools for Agents as canned responses, tags and notes and still more will come in November.

We have done even more with chatbots, providing native Dialogflow connection and more buttons (url and action) supported by our web widget.

On the messaging side we added unified messaging. Beyond enhancing the “live chat” features, we would like the Agents to stay on the platform to get rid of all the messaging benefits coming from Tiledesk. So Agents can chat with their colleagues using Android, iOS or web Apps and yes, we think that chatbots are first-class colleagues to chat with 😉

So, the idea from here on, will be to have more AI chatting with humans in the platform, from agents to end-users.

Have a nice read and see you next month with a couple of big surprises 😎

New tool: Canned responses

Canned responses are predefined responses that can be called during the chat. To use it in Tiledesk, you type “/” (forward slash) and follow it with a word or the first few letters of any word that is included in the response.

You can also create a more engaging experience for your customers by using customisation in your message. See here the complete guide.

New tool: Tags

Your customer support team will deal with a range of message types – from bugs, to product feedback, to complaints, to feature requests. A good support team not only resolves each customer problem, but they’ll go one step further and tag each message. Over time, you’ll then gather a great store of valuable information about everything your customers are telling you – and it will all be easily searchable later.

By tagging your messages and sharing your findings, you can make sure the right feedback is available to the right people in your company. They help you categorize and organize all customer communication in your Tiledesk account. More info here.

New tool: Notes

Add internal notes to conversations and discuss customer questions behind the scenes with teammates before replying.
Often a message needs to be seen by another member of your team. Maybe they’re better placed to answer it, or maybe you need their opinion before replying. Now you can add an internal note so a teammate get notified and directed to that conversation. Discover how to add a note here.

New widget languages

We added new pre-translated widget languages, available for Spanish, Castilian, French, German, Italian, Portuguese, Russian and Turkish, you for your audience.

Move to Settings > Widget > Widget languages and choose your favourite language.

Unified messaging

Now the agents can always stay into Tiledesk and use integrated chatting tools that they already use for the live chat users to also chat with their teammates.

With unified messaging Tiledesk acts as a standard messaging service, like Whatsapp or Telegram, with plenty of tools like mobile and web chat applications.

Today the agents can use these tools to chat with end users that are initiating conversations from the website widget or Facebook/Whatsapp channels as well as to chat between them to solve problems without ever leaving Tiledesk.

Just press the pencil button and all the magic (= the list of all of your teammates collaborating on all of your projects) appears!

New mobile apps

With Tiledesk October release also came out new versions of our Android and iOS mobile chat tools.

All written in native code (Java and Objc/Swift) for the best user experience, now both the apps offer unified messaging features. The agents can use these apps to manage end users conversations as well as chatting with their colleagues. Go to your favourite store and just give a try!

New Widget buttons

URL buttons

The URL button opens an external or internal (to the widget) browser view. Read more.

Action buttons

When a user presses an action button, an “action” message is sent to the chatbot. This is useful if you want to invoke a remote “callback” with a specific “tag”, with or without sending a real message to your chatbot engine. Read more.

Native Dialogflow Bot

An easily customisable component that provides configuration of a Dialogflow agent integration directly in your conversation, without writing a single line of code.

See you next month! 😎

In the effort of providing the best possible “enterprise experience” we are releasing a bunch of add-ons and tools that Site’s Managers can use to improve the quality of provided support and monitoring live chat resource consuming.

This month we just released the Activity Log, a control panel, reach of features, where you can monitor your teammates activities.

Auditing actions of your Agents

The Tiledesk Activity Log is available only to Enterprise level customers.

It includes the basic audit logging features in that it tracks Who, What, When and Where did something.

Retroactive Audit Record

The first thing you’ll notice if you enable Activity Log for an active account is that it has a historical record of the audit events from the accounts inception (no matter what account type you started with). This can be useful if you need to enable the audit log after the fact for an incident analysis.

Available from the API

Tiledesk does maintain a well documented and easy to access API for the audit trail activity, which makes it easy to pull out data into external systems. Please refer to appropriate section of the manual for more info on Activity Log APIs

Filtering

Tiledesk has implemented filtering into their audit trail.

When you’re looking at an audit trail you can click on a date range, Agent or Action type to filter down to only matching events. This filtering allows the user to filtering to the date interval, Agents and Actions in all Activities’ history.

You can also track multiple Activity types all together, adding them to the Activity filter.

Undeletable Audit Trail

Activity log is Immutable and Undeletable. Primary audit trail can’t be altered neither through API that are read-only too. This is very important for the purpose of consider all these activities “certified” and “affordable” at an enterprise level.

Export options

Actually in development, and coming very soon. A button will be available to export all Activity Log and eventually import all the data in the analysis tool of your choice or to simply store activities into your own data center.