Features

Essentials

• • Update manage page icons, provide quick link access on manage page through a single icon.
  • Update AI Intent map actions with icons

Portal

• • Expand supervisor portal search options to date, text, agent, business identity
  • Branding page improvements for font, colors, and a new preview function.
  • Updated Terms of service and privacy policy links
  • Media container renders additional file types beyond image.

Platform

• • Prevent requeue of sessions when duplicate route nodes are invoked.
  • Session ID is now available as a workflow variable as conversation.ext.session.id
  • Support for Azure active directory login for agents
  • System alerts available for admin accounts on social connection account issues

Integrations

• • 3rd party contact center integration improvements for routing and retry.
  • Include a session launch URL for a 3rd party route request
  • Detect and display URL content in text interactions (chat and social)
  • Twitter reply scope is limited to the author of mentions
  • Instagram processing of multiple shared images, enable agent access to the first one.
  • Public social channels will keep comments by the same person from the same post as one session
  • Update WordPress plugin branding, instructions, and samples

Agent Client

• • Automatic retry on display of session data if there is an error detected.
  • Add a “next>>” button to show bot conversation in the session that occurred during route queue time with customer.
  • For twitter content provide messages indicated deleted tweets and protected tweets to the agent

Customer Client

• • Update the name of the browser tab to be the provider name

AI / Dashboard / Analytics

• • Add name of intent map to the training phrase screen
  • Update new Statusboard with remaining metrics from older Statusboard
  • Add dasbhoard panel for data previously available in agent/bot daily report
  • Increase training runs for OneBot to produce higher quality models
  • AI Intent map test feature highlight color update

Bug Fixes

• • Two way messaging prompts were not formatted correctly
  • Customer client improperly refreshed for some notification types
  • Agent styling with new default branding is not applied to search result sessions.
  • Missing some info messages in social media interactions, remove empty hidden messages
  • allow -,_ in uploaded filename, improve the error messages.
  • Concierge file upload errors due to authentication issues.
  • Facebook messenger file upload problems.
  • End session for 3rd party routed sessions missing if customer doesn’t type during agent session.
  • agent input box remains open even after session timeout.
  • lost messages from social channels during routing
  • 404 errors when trying to launch expert flows editor from provider portal
  • copy concierge is broken
  • avoid making active agent sessions in non-route conditions
  • support “_” in plugin and variable names
  • Message marked hide from customer and agent is showing in interaction history
  • Changing the background color distorts the agent desktop
  • new conversation incorrectly created when new user comes back