05.14.21 – Release Notes V5.42


Essentials / Portal

    • Remove deployment options when no entry url available.
    • Expand width of experience drop down boxes to accommodate longer names.
    • Admin→Users support for changing passwords.
    • Admin→Users support for copy users to make it easier in multiple user adds.
    • Admin→Users improve error messages for adding users failure cases.


    • Apply font family from branding to system messages.
    • Support OKTA SSO login for agents.
    • Customer session ID variable is available {{customer.session.id}} for linking multiple workflow transitions.


    • Facebook integration update for attachment api changes.
    • Support location message from Whatsapp and other social/messaging channels into 3rd party contact center.
    • Zendesk chat client integration.
    • Messenger post back button support as an intent request.

Agent Client

    • Agent disposition code plugin created for agent wrap-up identification.

Customer Client

    • Smooth scrolling effect when showing interactions.

AI / Dashboard / Analytics

    • AI suggestion removal of duplicates.
    • AI Intent map training button feedback for accurate training state.
    • Credit Card redaction improvements for word boundaries.
    • Add email entity type to AI intent map training.
    • AI auto suggest filter to prevent negative sentiment phrases and phrases with entities.

Bug Fixes

    • Media files names with hyphen are now accepted.
    • Blank training phrases were causing intent map training issues.
    • External contact center routing was missing initial message if double quotes were present.
    • Intent map Test phrase function was incorrect if there were deleted intents in the intent map.
    • Chat sticky function caused multiple connected to agent messages.
    • CVV redaction was picking up incorrect matches.
    • Intent map learning tab view phrase was not showing target intent options.
    • Client-side AI auto suggest was showing duplicate choices.
    • New provider intent map default welcome workflow was incorrect.
    • Teams support for longer input/output messages.
    • Don’t allow deletion of IVA Essentials from manage page.
    • Embedded web page integration launch and close based on active state was not set properly.
    • End of sentence punctuation was causing issues with entity extraction.
    • Network disconnect and session timeout were not working together.
    • Large messages with emoji or text from customer side caused an error with the agent.
    • Agent unable to set presence after updating profile information.
    • Agent should not have access to open session functions at desktop once session is closed.
    • When sessions end the client should disable plugins.
    • Resolve differences between agent productivity report and chat queue report.
    • Web chat client timeout and network connection session state issues.
    • Web client timeout, phone lock, and network connection session state issues.
    • Inactive agent still received new customer chat.
    • Supervisor portal incorrect channel name display.
    • Character escape code for plugins.
    • AI management left menu will no longer collapse when selecting a sub-menu.
    • MFA login access code page should only display access code edit box.
    • Web Chat Service essential not setting provider id properly for get details plugin.
    • Role selection errors in Admin→users when creating a new user.
    • Extraneous browser events block api calls.
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