02.02.21 – Release Notes V5.39

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
%d bloggers like this: