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October

Surveys, SupportIQ, Custom Field Descriptions and More

This month’s updates offer new ways to collect customer feedback, analyze support interactions, and add context to custom fields for richer insights.

Unwrap Surveys: Surveys your customers actually want to answer​

You can now run conversational, Al-powered surveys directly from Unwrap. Designed to deliver higher response rates and more actionable feedback, Unwrap Surveys prompt users at the right moments and follow up intelligently to dig into the “why.” Even when initial answers are vague.

Surveys are easy to implement, customizable, and feed richer feedback into Unwrap’s customer intelligence platform. You can send surveys to specific cohorts of customers based on existing feedback, then connect the dots between company metadata like churn status or contract tier to understand what drives business outcomes.

Unwrap Surveys

Learn more about Surveys.

SupportIQ: Understand Support at Scale​

SupportIQ helps you automatically analyze 100% of your support interactions—not just small samples—and connects those insights to driving outcomes that matter: higher CSAT, improved resolution quality, lower contact volume.

You can now identify which agent paths actually resolved the customer’s issue, which ones didn’t, and why. SupportIQ helps surface friction points in current resolution paths, highlight agent behaviors that consistently lead to better outcomes, and show where gaps in your SOP or product may be driving unnecessary contacts or escalations.

SupportIQ

Custom Field Descriptions: More context, smarter insights​

You can now add descriptions to custom fields. This helps your team clearly define the meaning or scope of a field, such as “ticket status”, “app version”, or “stars.”

These descriptions also improve how Assistant and other Unwrap features use custom fields when answering questions or generating insights.

Custom Field Descriptions

Learn more about Custom Fields

New Integrations launched this month​

  • Decagon
  • Hacker News
  • Talkdesk

Quality of Platform Life improvements​

The side panel of the platform has been redesigned to bucket like-areas of the platform together and make for easier navigation.

For customers with mutliple Unwrap Views, we’ve also moved the location of where you can switch between organizational views to the top-left corner of the platform, making it more clear what view you’re working in. There are new platform shortcuts to help you switch between Unwrap instances, including “command + ,” for switching views and “command + .” for switching organizations.