Skip to main content

November 5, 2022

The 28th release of the year brings further new features to Webchat, security improvements, and many more!

New Webchat features​

Previously Webchat featured a call to action functionality, which we call an Invitation message. This allows the administrators to entice the users to click on the widget and initiate a chat conversation. We are now adding another type of functionality, similar to the Invitation message, that we call a Welcome message.

  • Added welcome message support to the chat widget.
  • Admins can now specify the behavior by selecting between Invitation Message, Welcome message, and None. Please note that you may not use 2 of the options simultaneously for the same channel.
    • Invitation message: The widget shows a notification bubble, the message is loaded when the webpage is opened.
    • Welcome message: Widget does not show a notification bubble, the message is sent to the customer when the customer clicks the widget bubble.
    • None: No action. A customer has to make the first move.
  • Fixed an issue where under high load, the webchat widget was sending multiple invitation messages.
    • Revamped the way the connection between the customer and our server is established.
  • Suggested replies are no longer clickable after being selected, however, they remain visible for the user to be able to see the choices available at that time.
  • Fixed an issue where suggested replies would disappear after a page refresh.
  • Removed migration-related code from Webchat.
    • This was used to migrate from a non-localized widget to a localized widget without any disruption to our end users.

WhatsApp integration progress update​

We are progressing well with our new direct WhatsApp integration. Here's what we achieved so far:

  • Built and tested backend services needed for the WhatsApp integration.
  • Introduced WhatsApp channel provisioning. The flow is similar to Facebook channel provisioning.
  • Fully tested WhatsApp integration end-to-end within our QA environment.

What's left:

  • We are currently in the process of obtaining Meta's approval for our WhatsApp integration, once that is done, you may provision WhatsApp channels easily.

Portal Features​

We introduced a new batch of Quality of Life enhancements to our new portal. Here's the list:

  • Email channels now use the same provisioning pattern as any other digital channel (Facebook, Viber).
  • We introduced email channel opening hours. While email channels are open all the time, this setting will help us determine business hours and closed times for email conversations in Odata Feed 2.0. (Coming soon)
  • Added the option to re-order suggested replies. You no longer have to remove them all and recreate them, simply click the left/right arrows to re-order.
  • Ordered attributes for the Queue node alphabetically instead of by ID for better visibility.
  • Added additional validation around Completion Codes creation.
  • Reduced memory usage when opening Queue Reports while having many queues on the screen. This would at times make the browser run out of memory on low ram computers and laptops.
  • Fixed an issue where scripting URL was mandatory when creating Voice Channels 2.0.
  • Fixed an issue where the cursor might jump around when using the multi-line editing feature of Workflow 2.0.
  • Fixed an issue where an error was wrongly displayed after successfully deleting a campaign.

Other changes​

  • Migrated our login & authorization server to .NET 6 to benefit from the latest performance and security features.
  • Modernized the login page for Agent Client as well as the administration portal.
    • Blue background.
    • Modern buttons for tenant selection.
    • Modern sign-in with Microsoft buttons.
  • Added support for consult/transfer for Voice channels 2.0.
  • Added ConversationID to a voice-related system event to make tracing and debugging easier for our team.
  • Fixed a technical issue in our Voice server. This issue had no known end-user impact.
    • 'VEC does not disconnect after REFER was accepted by far end' bugfix.
  • Added ConversationID to the list of supported variables that can be used with Workflow 2.0.
  • Fixed an issue where idle timeout would not properly work under certain circumstances.
  • Fixed an issue where under rare circumstances an agent received a second call while already on a call.