- Visual IVA usability updates
- Export workflow available from Services→Manage page
- Agent login available for portal with restricted access.
- Automatic social media input throttling to protect customers against public viral events
- RouteClose system workflow added. Allows actions to be taken when routing times out or is canceled.
- Channel based timeout settings
- Route cancel capabilities to cancel a queued item through the workflow.
- New survey message type enabling reporting data injection when used.
- Maintain customer.session.* variables across intent matches
- Inbound social media interaction throttling to protect against exponential growth situations
- Support for social media buttons/menus in Messenger and Twitter DM
- Initial Oracle Service Cloud chat support
- Avaya Oceana Chat and Social API support
- Show link to top level media link when customer comments on a media only post
- Search box will search in all the business identity fields
- End client session on a logout and clean up all active session information
- Updated branding icons, login, and images.
- Added X for close functionality to immediately close the session when customer selects the X icon.
- Updated branding icons and images.
AI / Dashboard / Analytics
- Standardize default dashboards and link to 3 Admin menus: Dashboard, Statusboard, Businessboard
- Sessions based counting in all dashboards
- AI Training phrases may now include entities in the phrase
- AI Learning has disposition function and merge of duplicates for better supervised learning management
- AI Intent map allows delete intent, number of intents listed, and additional summarized information
- Spellcheck and language ID improvements for OneBot
- Outbound notifications sent panel available for Businessboard
- Hourly average chat queue wait time panel available for Dashboard
- Update workflow analytics report to show node labels
- Updated training phrase samples for sample domains
- Dashboard documentation
- Branding update
- Max chat threshold never met after reaching for the first time.
- Text IVA entry tag for deploy sometimes returns empty link
- Encoding issue with Hindi language training phrases
- Customer connected to agent message missing in 2nd customer session
- Delete of welcome or fallback flows will return to default system flows
- Reset media caching when updating an existing media file.
- Chat history not displayed when email address of customer is incorrect
- Problems with search for provider portal dropdowns
- longer tweets not properly displayed on agent desktop