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September 24, 2022

We are pleased to announce the change log of Buzzeasy's 24th release of 2022. This release brings the official release for Chat Workflow 2.0, email workflow 2.0, OData 2.0 public beta, and many more!

Chat workflow 2.0​

We are pleased to announce that Chat workflow 2.0 is now officially available. Here are some changes we've added since the Public Beta.

  • We added the Queue node. You can now route conversations to agents.
  • We retired the redirect to channel node for Chat. Buzzeasy offers various digital channels and redirect would not make for a great customer experience in this environment, however, we plan to take a deeper look at a different redirect option for chat workflows in the future.
  • We added the option to use {Agent.DisplayName} for Queue node's connect message.
  • We added a read-only mode for queue timeout. You no longer have to go to your queue treatment if you're interested in the queue timeout.
  • We added the QnA node to Chat Workflow 2.0.
  • We enhanced the customer identification bot. If the customer is identified by email or phone number, the bot will skip the rest of the questions.

To learn more about Chat Workflows, please visit this article.

Question Answering​

Microsoft is dropping support for qnamaker.ai, blocking the creation of any new QnA through the mentioned service. Buzzeasy has made significant efforts to bring an integration point towards Microsoft's new Question Answering service.

  • Added a new entry in the new portal > Integrations. This is called QnA bots. Here is where you will administer your QnA configuration.
  • Select a QnA configuration in your QnA node for Chat workflows.
  • Added support for Follow-up prompts.

To learn more about Buzzeasy's new Question Answering integration and how to migrate your old qnamaker.ai, please visit this article

Chat queue treatments​

Chat queue treatments are moving to Buzzeasy's new portal with an enhanced user experience.

  • New section was added under Buzzeasy Portal > Chat, called Queue treatments.
  • Configure your chat-only queue treatment here.
  • Added drag & drop support.
  • Added smart detection for Go TO steps. Should you re-order your send message steps, the GO TO step will automatically make the required changes for you.

To learn more about chat queue treatments, please visit this article.

Email Workflows 2.0​

Email workflows are now part of Buzzeasy's new portal. Navigate to the New Portal > Email section > Workflows.

We removed the irrelevant nodes present in the generic workflow designer on our legacy portal and scoped down the node types relevant to the email channel only.

To learn more about email workflows, please visit this article.

Webchat and widget​

  • Removed Widget's default font. Website developers can now specify the font family for the chat widget according to their own marketing needs. The widget may inherit the font family from the HTML header as well if left unspecified.
  • Bumped the color customization options from 3 to 10.
  • Added new provisioning and editing experience for the Webchat channels.
  • Added limit for concurrent chat tenants per tenant. You may have up to Agent seat * 10 concurrent webchat conversations at any given time.
  • Custom bots can now set avatar URL and agent display name dynamically.
  • Added QoL changes to the widget.

To learn more about Webchat and Widget, please visit this article.

Odata feed 2.0 Public Beta​

New channels mean new reporting! We are excited to kick off the OData feed 2.0 for historical reporting with the first 2 tables:

  • Added BotSegments table containing various data about the usage of your bots.
  • Added BotSteps table, containing bot IDs, their name, and their type.

To learn more about odata feed 2.0 public beta, please visit this article.

New Portal enhancements​

  • Added collapsible categories to Beta Portal, phase 1. You can now collapse and expand General, Reports, Email, Voice, Chat and Integration categories. Based on usage telemetry, General and Reports section are expanded by default.
  • Introduced search for the reports section. Search by queue name, bot name, or team name. This will also act as a filter if there is only one match.
  • Introduced various sorting capabilities to Reports.
    • Queues: Name, Service Level, Current LWT, Waiting, Connected, Completed, Abandoned.
    • Teams: Name, Logged in, Busy, On break, Available, Tasks Handled, Tasks Missed.
    • Bots: Name, Success rate, Processing, Completed, Abandoned, Failed.
  • Introduced Local settings for Portal users. Click your profile, then click the Settings button. Those settings and preferences are only applied to you.
    • Enable / Disable dark mode. The portal will determine which theme your browser uses, however you can overwrite that setting. Additonally, Portal now supports dark mode.
    • First day of the week. This will re-arrange the order of the days in business hours configuration.
    • Elapsed time format. Selected between: 1:01:01 and 1h 1m 1s.
  • Added name of the section to the browser tab name. This is useful when sharing portal links with your colleagues as most of modern desktop messaging apps such as Microsoft Teams will use the name to display a preview, as well as for power user with multiple portal tabs open.
  • Added scroll bar to lists, such as Agent, Users, channels, etc.

Other changes​

  • Fixed an issue where custom bot data was wrongly sent as additional data.
  • Fixed an issue where queue reports were shown if there was no team association.
  • Fixed an issue caused by Facebook where they would sometimes fail to send over attachments.
  • Fixed various web chat connectivity issues.