Features

Essentials

• • Visual IVR completion
  • Visual IVA completion, visual interface linking workflow quick buttons and how may I help you input.
  • Text Chatbot optimizations for save + train and workflow reduction
  • Text Chatbot support for multiline and longer answers/responses
  • 2-way messaging new options for no action, response only, and goto experience
  • Updated menu terminology, setup from create, services in place of experiences in some places
  • Essentials plugins/widgets will inherit branding color, font changes
  • Essentials Smart Answering Service integration with DialogFlow transfer to a number.
  • Support for Facebook Messenger menu buttons from Text Chatbot

Portal

• • Beta link to new reporting (on request from Koopid)
  • Updated branding page with CSS that reaches plugins as well as base client.
  • Message for route cancel is configurable

Platform

• • Configuration parameter available to turn on/off AI suggestions
  • Release of UK data center
  • Outbound WhatsApp notification messages
  • New Reporting infrastructure deployed
  • Session end workflow capabilities, run a given workflow on the end of a session.
  • Avaya SMS outbound support.

Agent Client

• • Show timestamp for system messages in agent view of timeline

Customer Client

• • Message input box support right to left text input
  • Allow GoogleAPI font family support through CSS
  • Customer inactivity timeout

AI / Dashboard / Analytics

• • Add in channel info along with related information into redacted data, data api
  • Context data configured with deflect api now has an expire time
  • Merge conversational AI bots into KoopidOne bot, upgrade algorithms and technology
  • New AI Intent Map UI: Training, Learning, and Conflicts
    • Training – Manage phrases for intent maps and test sample input phrases
    • Learning – Analyze unrecognized phrases, add to intent maps for learning.
    • Conflicts – Review conflicts between intents, make changes to remove
  • Delete button for intents
  • Self-learning full phrases for AI suggestions on the client.

Documentation

• • How to change an email address in a workflow
  • How to add a new user
  • How to configure SMS (Vonage, Avaya)

Bug Fixes

• • Message marked for agent only display was displayed to customer side
  • Text Chatbot essentials fixes for ui required fields, enable/disable fields during edit, and saving operations
  • agent.name variable is returning a comma with the name
  • properly handle newline in info messages
  • calendar configuration delete not working
  • return topmatches from the primary bot that is active.
  • correct message type field where WhatsApp was incorrectly reported
  • emoji keyboard is incorrectly sized
  • Peer-to-Peer WebRTC not functioning
  • Warning message when navigating away from unsaved changes in Essentials creation.
  • Default CSS used different fonts for different messages and plugins
  • 2+ picture uploads from Messenger only shows first picture
  • Text Chatbot training should not be triggered for each save or add