What’s new at InvGate Service Management

Track how customers feel throughout a request with AI-powered sentiment scoring. Each customer message is analyzed and scored on a 0–100 scale, classified into configurable ranges. The system tracks both the initial and current sentiment, updating automatically with each new response. Results include a summary explaining the reasoning behind the score. Configure sensitivity levels and ranges from AI Hub. Available in request data exports for BI analysis. Cloud only. From v8.7 onwards on all plans.

→ You'll love it if you want to detect frustrated customers before they escalate.

User variables in Workflows now expose properties like email, name, and other attributes directly. Use them in Built-in Action Connectors and web service steps without extra API calls. For example, disable a user in Entra ID using the requester's email from the workflow variable, instead of making a separate call to retrieve it first. From v8.7 onwards on Pro and Enterprise plans.

→ You'll love it if your workflows call external services that need user details and extra steps slowing you down.

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.