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February 1, 2025

This release brings new insights, expanded language support, enhanced workflow flexibility, and improved webchat functionality.

Change log​

  • NEW New CSAT insights added

    • New pie chart graphs added showing the customer breakdown.
    • New graph showing customer score evaluation.

  • NEW New languages available in the AUI

    • Added the Croatian language to the Agent application.
    • Added the Serbian language to the Agent application.

  • NEW New languages added to Live Translation

    • Added the French language.
    • Added the German language.
    • Added the Italian language.

  • NEW Croatian language support for Chat Translations

    • Agents can now select Croatian as their preferred translation language.

  • NEW Added a new KPI to the Wallboard data feed

    • Conversation Waiting KPI per Queue.

  • NEW Use Workflow Variables in the Switch Node’s Right-Hand Side

    • You can now reference workflow variables in the right-hand side of conditions in the Switch Node. This allows you to create more flexible and dynamic workflows by using variables instead of fixed values.

  • NEW Knowledge Base search integration for Conversational Bots

    • KB Selection in Nodes: A KB can now be selected as an option in the node configuration.
    • AI-Driven Search: The KB description is now used as a prompt to guide the AI on when and how to use the knowledge base.
    • Portal Update: A tooltip has been added in the portal, clarifying that the KB description serves as an AI prompt.

  • NEW Added the ability to specify workflow variables for OData

    • Allows workflow designers to define and use workflow variables for better data capture and filtering in historical conversation reports.

    Improvements​

    • Webchat Widget: Links now open in a new tab instead of replacing the current page, ensuring a smoother user experience.

  • RESOLVED Fixed an issue where the RONA timeout setting was impacting "Redirect to phone" node calls and blind transfers from outbound calls.

  • RESOLVED Fixed an issue where the transcript button was not displayed in the task history for Asterisk tenants, making transcripts unavailable. This fix ensures transcripts are now accessible as expected.

  • RESOLVED Fixed an issue where the documentation for the chat editor was missing information about the Customer Identifier. This update ensures the docs now include relevant details for better clarity and usage.

  • RESOLVED Fixed an issue where WhatsApp channels sometimes became unresponsive, preventing customers from receiving replies when initiating conversations. This fix ensures more reliable message delivery through the Buzzeasy WhatsApp channel.