10.21.19 – Release Notes V5.25

Features

Essentials 

    • Welcome landing page 
    • Youtube videos for concierge, FAQ, and IVA 
    • Concierge node for workflow templates 
    • Concierge support to place contact and escalate at the node level 

XDesigner – XPert 

    • Plugin to check agent available state 
    • Updated generic email plugin, configurable content and link button 
    • Removed choice, dropdown, and text entry widgets. They will be replaced in upcoming release.
    • Automatically move customer to agent conversation on route (Koopid config required) 
    • New automatic messages on route start and agent close (Koopid config required) 
    • Improved workflow load and runtime speed 

Dashboard / Analytics 

    • Conversation analysis under Learn->analysis 
    • Workflow analysis under Learn->analysis 
    • New Experience->Bot page with direct links to deploy instructions 
    • First IT Samples update (Ask Koopid for copies) 
    • Notification template with sms, email 
    • Essentials samples for Concierge, FAQ, and IVA 
    • Whatsapp connection and automation
      • NOTE: Koopid configuration and Whatsapp Business account required 

Bug Fixes

    • Agent desktop search is now case insensitive 
    • Fix missing data problem with extract function 
    • Fix message ordering in history display 
    • Input node timeout race condition fix 

Tips, FAQ, Q&A Item of the Release 

New Workflow Variables

With this release analytics and meta data are available as workflow variables at any stage in the workflow. The additional input.x values are available during the workflow to provide access to the analysis of the last input. The workflow.trigger.x enable access to the launch phrase analysis. The launch is often the result of a “how may I help you?” type prompt. 

Following are available as workflow variables: 

input.x and workflow.trigger.x where: 

x can be intent1, intent2, intent2, score1, score2, score3, sentiment, topmatches. intent1-3 and score1-3 are the extracted from topmatches. 

Additionally, x can be DATE1, DATE2, …, ORG1, ORG2,…, MONEY1…, ID1…, TIME1…, GPE1…, NUMERIC1…, EMAIL1…, NAME1… depending on the entities detected in input or workflow.trigger 

Example variables are {{input.DATE1}} {{input.MONEY1}}, {{input.MONEY2}} {{input.intent1}} {{input.score1}} 

New Essential – Smart IVR

Smart IVR Essential has been added. Smart IVR provides functionality to perform deflect from voice experiences to a Koopid workflow. The current implementation supports defining the deflect experience. Future versions will allow creation of simple IVR experiences and provide easy access to telephony providers with services. 

Look for an upcoming Youtube video with full details on functionality and usage. 

WordPress Plugin Timed Launch

A new configuration parameter was introduced for the WordPress plugin. This parameter is the number of seconds to wait before auto launching Koopid. Check the “Proactive Chat Popup” box and enter the number of seconds to wait before pop up occurs. 

Close Window Workflow Button: 

For overlay launched Koopid experiences it is possible to close the window through a button in a workflow. This will enable creation of experiences that come to the end of a workflow and want to present the user with the option to close the window. 

Add the html below to create a button in an html output node:

<p><a class=”action” action=”invoke=chatclose/this”>Close Chat</a></p> 

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