Features

New Portal/Essentials

• • Smart Answers Voice – Dialogflow experience
  • Web Chat Services template for agent escalation
  • 2Way Messaging Essentials for creation of SMS texting experience
  • New Media Management UI
  • Added a new UI landing page on login
  • Added deploy button summary page of Concierge and Smart Chat Service.
  • Show Experience name on deploy page for usability
  • Greeting prompt on step 1 of Concierge Essential is now optional.

Platform

• • Telephony provider configuration including keys for customer account.
  • Add help text to configuration and channel property screens.
  • Generic channel now supports html content type
  • Support Dialogflow as an input voice channel
  • Support Avaya CPaaS WhatsApp provider
  • Location sharing from WhatsApp / Messenger channels

Agent Client

• • Hide text input area for inactive conversations
  • Set active state if a message received on an open chat session
  • Scroll to bottom of conversation in chat window on opening a session  

Customer Client

• • Local browser language id for enter text prompt  

Dashboard / Analytics 

• • Update status board with information when channel based routing is used.
  • Dashboard channel list is now dynamic with only channels in use by the business.
  • Add plugin/widget messages to the redacted data extraction json.
  • Add progress messages to redacted data extraction json.

Bug Fixes

• • Image node in concierge upload available in new UI 
  • Improve status board performance for faster load times. 
  • Resolve conflict with same entry tag name in different intent maps. 
  • Agent check box on user create maintains proper state.
  • Match numbers from the daily extract and the dashboard/statusboard
  • Fixed 3rd party routing queue state management
  • Intermittent first message missing on agent notify
  • Reset typing indicator shown to client when agent stops typing or erases content. 
  • Repeated numeric types not properly redacted
  • Extended character set not working in email notify 

Tips, FAQ, Q&A Item of the Release 

• • See the article that details how to set up API calls using Koopid Expert Mode.