Features

Essentials / Portal

• • New Users Management page.
  • 2-Way messaging help text description updates.
  • Improved descriptions for media library management page.
  • Branding page support for images, colors, and preview usability updates.
  • Supervisor portal sort ordering, pagination cache, and search improvements.
  • Supervisor portal related segment view and html message display.
  • Supervisor portal business identity search.
  • Upload/download workflow JSON file from manage page.

Platform

• • PCI and HIPAA compliance
  • Active Directory SSO support.
  • Add queue interrupt workflow to allow actions with queued users.
  • Provider level notifications for system operation errors.

Integrations

• • Detect links in private social channels for proper display.
  • Plivo SMS support for inbound and outbound.
  • Twilio SMS support for inbound and outbound.
  • Generic SFDC plugin.

Agent Client

• • Updated Agent Desktop api for agent state, login, and other control function.
  • Open the agent client message entry window if the session is in an unknown state.
  • Show error messages when social channel send message failure occurs.

Customer Client

• • Support for chat client to maintain session history/state while navigating web pages.
  • Default styling of base icons updated with new Koopid branding.

AI / Dashboard / Analytics

• • Task visualizations available for tracking business activity. Placed on-demand in the Business Board.
  • End to end session duration visualization to track bot/agent handle times.
  • Agent productivity visualization.
  • Sentiment visualizations for sentiment sessions over time.
  • Add edit in place and workflow change functionality for intent map training phrases.
  • Add save button support for intent map advanced settings.
  • Include agent skill, agent, and customer emails in data extraction.
  • Auto-suggest will display only learned phrases.
  • Add phrases to auto-suggest through intent map test phrase button.
  • New visualizations for the business board to show active sessions with bots and active sessions with agents.

Bug Fixes

• • Intent map training phrase upload not working.
  • Social media connection configuration base URL fix.
  • Routing configuration screen give feedback on save action.
  • Missing message on display of chat history for client.
  • Incorrect session timeout message seen at agent when customer closes chat window.
  • Email entity extraction errors.
  • Intent map conflicts tab producing blank screen on errors.
  • Provider portal MFA code box allowed browser pre-population of values.
  • Improve mobile connection issues relation to session timeouts.
  • Delete intent should not delete the connected workflow.
  • Essentials goto list boxes should list all workflows.
  • Regex parsing errors in expert mode workflow editor when defining branch nodes.
  • Round robin routing skipping agents.
  • Longer names and skills overrunning the provider portal user information box.
  • Email entity missing in intent map training phrase drop down.
  • Broken direct link to agent UI with a chat session indicator.
  • Race condition with social channel survey launch.
  • Delete welcome or fallback intents will return to defaults.
  • Prevent scrolling due to typing indicator when the indicator is not visible.
  • Ignore unsupported media uploads in WhatsApp.
  • Correct default dashboard names.
  • Errors launching Conflicts tab for intent maps.
  • Duplicate connected to agent messages when navigating web pages with stickiness on.
  • Supervisor portal displaying incorrect customer name for social channels.
  • Correct Supervisor portal results ordering between pages.
  • Contact center integration websocket exception handling.
  • External service api call response status incorrectly set during failure.
  • Client not responding to close message after session close.
  • New intent map default welcome not working properly.
  • Agent desktop channel icons not updating properly.