March 30, 2024

This release cycle brings new Webchat features, new AI features, additional Wallboard feed KPIs and more!

Chat changes

NEW The Webchat Widget now adds an attention hook configuration menu. The first attention hook we are adding is shake. When turned on, and a delay set, the widget will wait the set amount then begin shaking to bring the user attention to the widget. Time between shakes is also set thorugh the same delay.

RESOLVED Resolved an issue where the incoming chat timer was displayed as Not A Number to the agents.

NEW Added Markdown support to the webchat widget pre-conversation messages.

NEW Widget will now render markdown pre-conversation messages.

RESOLVED Fixed a rare issue where agent messages would not be properly received after the user refreshes the page hosting the widget.

NEW Added the option to enable QnA question-answer pairs through AI with Admin to approve/reject them based on chat conversation transcripts.

Other

NEW Added the option to disable automatic screen-pop in Dynamics. This ensures the agent has full control over and which record is popped.

NEW Added JSONata support to the Buzzeasy realtime feed.

RESOLVED Fixed an issue where To/CC/Bcc fields were not working properly for emails through the new agent application.

RESOLVED Fixed an issue where buttons were not full displayed when replying to an email on certain screen sizes.

NEW Added average handling time KPI to the wallboard feed.

NEW Added the Total inbound calls KPI to the wallboard feed.

NEW Added the average afterwork KPI to the wallboard feed.

UPDATED Adjusted the Audit database tier.

UPDATED Primary tab selection logic in Agent UI2 has been updated for better stability.

UPDATED Adjusted error message clarity for CRM-related issues.