What’s new at InvGate Service Management

Add a Pause step to pause a workflow until a specific date or interval passes. Set a fixed wait time (minutes, hours, or days) or use a date variable like an employee start date or contract end date. The workflow resumes automatically when the time arrives. From v8.7 onwards on Pro and Enterprise plans.

→ You'll love it if your processes depend on real-world deadlines and you've been using workarounds like fake approvals to handle timing.

Admins can now decide if the Virtual Service Agent includes external sources when answering questions. When disabled, the agent only uses your internal Knowledge Base and snippets. If no internal answer is found, it defaults to creating a request. Configure it per channel from Integrations › Virtual Service Agent. From v8.7 onwards on all plans.

→ You'll love it if you need the VSA to stay strictly within your organization's knowledge and policies.

Users assigned to a Workflow form can now complete it without leaving Microsoft Teams. A notification with a "View Request" button shows the pending form inside the Teams conversation. Only the assigned user sees the "Complete" button. From v8.7 onwards on all plans. No configuration needed.

→ You'll love it if switching to Service Management just to fill out a form is breaking your team's flow.

Agents can now see the original Virtual Service Agent conversation that generated a request. A clickable source label in the request view opens the full conversation in a popup, now applicable for Teams and WhatsApp conversations. Enabled by default. From v8.7 onwards on all plans.

→ You'll love it if your agents were missing context from the original conversation and had to ask customers to repeat themselves.

All commands in Microsoft Teams now support natural language. Say "show my requests" or "create a request" instead of using slash commands. From v8.7 onwards on all plans. No configuration needed.

→ You'll love it if slash commands were creating friction for users who just want to talk to the agent naturally.

Set a custom header greeting for the Virtual Service Agent's In-App Chat. Configure it from Integrations › Virtual Service Agent › In-App Chat. From v8.7 onwards on all plans

→ You'll love it if the default greeting didn't quite sound like your organization.