02.19.21 – Release Notes V5.40-mid



    • Remove optional Essentials from Services→Setup menus
      • (Smart Chat Service, Smart Answering Service, Intelligent Virtual Assistant)


    • On the branding page added a remove option for uploaded files.
    • Supervisor view accessible to Administrator, Manager, and Supervisor roles.
    • Task progress message added to expert workflow nodes.


    • Optimize social media image/file storage
    • Provider account used for SMS on OTP logins


    • Support for Cisco ECE contact center integration.
    • Support for Five9 contact center integration.
    • Support for Puzzel contact center agent options push, transfer, and conference.

Agent Client

    • Change session display when the chat session closes but remains in agent view.

AI / Dashboard / Analytics

    • Improved language id models deployed.
    • Two new Agent Productivity panels on the Statusboard.
    • Automatic credit card number redaction for session data.

Bug Fixes

    • Puzzel integration exception warning
    • External contact center integration incorrect email identity validation
    • Disable auto-complete on all password fields
    • Correct welcome workflow creation for new intent maps
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