Groove’s Latest Updates: Enhanced Communication & Support

Groove is excited to announce a range of new features and improvements designed to streamline your communication and support processes. This update includes a powerful new rich text editor, enhancements to forwarding functionality, convenient keyboard shortcuts, and critical fixes for **Outlook** parsing issues. Let’s dive in!

Rich Text Editor: Elevate Your Email Communication

We’re thrilled to announce the return of the **Outlook** rich text editor, now better than ever! This powerful tool gives you the ability to craft more engaging and impactful emails.

• Bold, Italic, Underline: Add emphasis to your email content with the option to bold, italicize, or underline text.
• Formatting Options: Organize your emails with bullet points and numbered lists to enhance readability.
• Link Embedding: Embed links directly within your email text for convenient navigation.
• HTML Integration: Utilize HTML coding for complete control over your email formatting, ideal for users with advanced coding skills.
• Inline Images: Easily share images hosted online directly within your emails, perfect for adding visual elements and bringing your messages to life.

Expanding the Reach of the Rich Text Editor

The rich text editor is no longer just for the **Outlook** ticket inspector. We’ve expanded its functionality to include text fields across various Groove components, including:

• Common Replies: Craft visually appealing and well-formatted replies to frequently asked customer questions.
• Auto-Reply: Design an informative and engaging auto-reply message that reflects your brand and provides valuable information to customers.
• Email Signatures: Create professional and stylish HTML signatures that elevate your brand image and communication.

Forwarding Enhancements: Clarity and Control for Complex Conversations

Our latest update addresses common challenges associated with forwarding emails in support workflows.

Color Changes for Forwarding: Enhanced Communication Clarity

Forwarding messages now have a distinct color to differentiate them from direct customer replies. This helps identify third-party replies effortlessly and ensure internal communication remains separate from external communication.

• Third-Party Replies: Forwarding messages appear in a unique color, making it easy to identify communication from external sources.
• Customer Replies: Direct replies from customers retain their standard color, clearly separating them from forwarded messages.

Drop-down Menu for Forwards: Seamless Reply Management

We've introduced a drop-down menu in the To field of your replies, designed for tickets with three or more participants in a forwarded conversation. This menu allows you to choose the intended recipient of your reply from the list of involved parties, streamlining your communication workflow.

• Streamlined Reply Selection: Select the recipient of your reply from a drop-down menu that includes all participants in the forwarded conversation.
• Clarity and Efficiency: Avoid confusion about who to reply to in complex conversations with multiple participants.

Intelligent Auto-Population for 'From' Field

To further enhance the efficiency of your **Outlook** forwarding process, we’ve introduced intelligent auto-population for the From field in replies. This feature suggests agents and previous collaborators based on both their names and email addresses, eliminating the need for manual entry.

• Time-Saving Feature: The From field automatically populates with suggestions for relevant agents and collaborators.
• Improved Accuracy: Reduces errors by suggesting potential senders based on name and email address, ensuring communication goes to the right person.

Keyboard Shortcuts: Supercharge Your Ticketing Workflow

The **Outlook** ticket inspector has been infused with new keyboard shortcuts to accelerate your ticketing actions. These shortcuts empower you to move through the ticket form quickly and efficiently.

• Agent, Group, and Status Assignment: Use J+K or the up and down arrows to navigate through the available options for assigning agents, groups, or statuses to tickets.
• Ticket Submission: Press Enter when the Submit As button is highlighted to send your ticket.
• Quick Ticket Sending: Command+Enter allows you to send tickets at any time from within the ticket form.

Outlook Parsing: Enhanced Integration for Seamless Customer Communication

Groove has invested significant effort in refining how it parses **Outlook** emails. We've addressed critical issues impacting some customers using older versions of **Outlook**, resulting in improvements that enhance the user experience.

• Reduced Empty Emails: Experience fewer instances of empty emails from customers using older versions of **Outlook**.
• Improved Messaging History: Enjoy a cleaner and more readable messaging history for your customers who use **Outlook**, ensuring a seamless communication experience.