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Features
New Portal Updates / Notes
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- Removed unused / non-working parts of the portal (styles, front door, tags)
- Moved expert mode items into Expert Mode (beta) under configurations
- Simplified training of AI intents into AI Management→Intent Map
- Added Roles to users (Admin, Manager, Designer, Supervisor, Agent)
- Updated default styling for new provider creation (Contact us to apply to your provider)
Essentials
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- Optimized essentials experiences (Smart Answers, Concierge, more coming soon)
- All conversational AI training is now in Intent Map
- FAQ is now Smart Answers Digital and combines directed and conversational FAQ functionality
- Concierge has a streamlined flow and added new node types, notify, image prompt, template, and link
- Simple deploy for Smart IVR access. Use the deploy option from the Experiences→manage screen
Expert Mode (beta)
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- Moved Expert level items under admin configuration
Platform
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- Instagram Support
- Facebook Public (page) support
- SMS in/out as a channel (Avaya, Nexmo)
- Avaya EWC and CCMM connectors
- New WhatsApp provider support for gupsup
- Configuration of system controlled messages available in Admin->Configuration->Channels
Agent Client
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- Updated style options for new providers. (ask to convert existing providers)
Customer Client
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- Updated style options for new providers. (ask to convert existing providers)
Dashboard / Analytics
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- Performance improvements
- Normalize metrics for session counting
- Customer context API for customer history use in 3rd party agent desktops
Bug Fixes
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- Fix total handled in daily statistics page.
Tips, FAQ, Q&A Item of the Release
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- Media Types: Description of the media file types and sizes supported for file upload / download from customer and agents.
- Embedding URLS: Description of leveraging other URL services from websites inside of Koopid workflows.
- Adding a Calendar: Description of using calendars for scheduling in Koopid workflows.