Legacy Groove Sunsetting

Legacy Groove is scheduled for deprecation on June 1, 2019. This includes the legacy Inbox app and the legacy Knowledge Base. Groove recommends starting the migration process now for your KB. Guides are available for migrating single KBs and multiple KBs.

Inbox Updates

Groove has focused on performance enhancements in the last few weeks, dramatically improving the performance of the inbox under heavy load. You should see speed improvements during periods of high incoming email volume and high agent activity.

• Classic View: Groove's Classic view is now available by clicking the new layout button in the bottom left corner of your Groove Inbox.
• Readability Improvements: Groove has made readability improvements to the inbox, including darker font, larger font size, improved layout for quick assignee and collision detection, and increased sizing on common elements.
• Upcoming UX Improvements: Groove is focusing on UI/UX improvements based on feedback, including the reply editor, canned replies, tagging, and account settings.

Reporting Updates

Groove has added new reporting features, including the Busiest Time chart, which shows you the busiest times for your email activity in your inbox. This helps you schedule your support team during the hours most helpful to your customers.

• Busiest Time Chart: Available on the Conversations page, Agent/Team detail pages.
• UX Improvements: Business Hours settings are saved between sessions, the date picker was rebuilt with a focus on performance, metric labels indicate the type of average used, and articles in the Most Viewed Articles table link directly to the relevant article.

Billing Updates

Groove has added a detailed summary of your upcoming bill, including prorations and credits, so you know exactly what your next charge will be. This is available to account owners on the Billing summary screen.

• Next Charge Estimate: Detailed summary of upcoming bill, including prorations and credits.
• Billing Activity Screen (Coming Soon!): A new billing activity screen will provide a comprehensive overview of recent billing changes affecting your subscription charges.

Knowledge Base Updates

Groove is working on new features for its Knowledge Base, including localization and privacy settings.

• Localization (Beta): The ability to localize your Knowledge Base to support languages other than English. This feature is planned for rollout during May.
• Privacy Settings (Coming Soon!): Access control features, starting with password protection and IP whitelisting.
• UX Improvements: The default favicon is now generic, and your last accessed KB is saved and will reopen when returning to the dashboard.

Groove is Hiring!

Groove is hiring a Customer Success Manager. Check out the job listing on We Work Remotely.

Contact Groove

If you have any questions about these updates, please reach out to Groove's support team.