Features

New Portal Updates / Notes

• • 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

• • 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)

• • Moved Expert level items under admin configuration 

Platform

• • 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 

• • Updated style options for new providers. (ask to convert existing providers) 

Customer Client 

• • Updated style options for new providers. (ask to convert existing providers) 

Dashboard / Analytics

• • Performance improvements 
  • Normalize metrics for session counting 
  • Customer context API for customer history use in 3rd party agent desktops

Bug Fixes

• • Fix total handled in daily statistics page. 

Tips, FAQ, Q&A Item of the Release 

• • 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.