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April 5, 2025

This release introduces several new capabilities to improve agent productivity, customer experience, and platform flexibility, along with critical bug fixes to ensure smoother operations.

Change log​

  • NEW New Agent Assist for External Agents in Live Translation
    • External agents can now access Agent Assist in the Live Translation UI, offering smart response suggestions based on conversation context and the knowledge base.
  • NEW New Copilot Configuration via Portal
    • Users can now create and manage Copilot configurations in the portal under Portal > General > Copilot, including prompts, knowledge base, and confidence threshold settings. These configurations power the Agent Assist feature available to external agents in the Live Translation UI.
  • NEW New Configurable Webchat Timeout
    • Customers can now configure the webchat connection timeout per channel via the portal, with a default of 60 seconds, under Portal > Webchat > Widget Configuration.
  • NEW New Webchat History Visibility Toggle
    • Admins can now control per channel whether webchat conversation history is shown to customers when they reopen the widget from the same browser.
  • NEW New Voice Bot Message Insight Reporting
    • Voice bot conversations now include message-level insights in historical reports, enhancing quality tracking similar to chat/email bots.
  • NEW WYSIWYG Markdown Editor for KB and Bot Instructions
    • Users can now format knowledge base articles and bot instructions using a visual Markdown editor, supporting bold, italic, lists, and source view for improved usability.
  • RESOLVED Fixed an issue where the agent name was displayed as "unknown" in the Agents UI after a page refresh during chat conversations.
  • RESOLVED Fixed an issue where creating a workflow failed when special characters (e.g., letters from different languages) were used in the workflow name, resulting in an error message and preventing creation.
  • RESOLVED Fixed an issue where the entity name column in audit logs was not populated for changes made to Business Units.
  • RESOLVED Fixed an issue where chat conversation history was missing for all past chats except those from the current day, ensuring history is now consistently available across all chat sessions.
  • RESOLVED Fixed an issue where the live translation node was still visible and could be created even when the feature was turned off in tenant settings.
  • RESOLVED Fixed an issue where the accepted file names in announcement bundles incorrectly showed double dots.
  • RESOLVED Fixed an issue where voice call summaries were not generated or incorrectly showed the summary from a previously viewed conversation.
  • RESOLVED Fixed an issue where transferring a call to another channel within the same Business Unit resulted in the call remaining in queue, even though skilled agents were available.