This release brings significant webchat enhancements and new features.

Customer Tracking​

• NEW Customer Tracking Feature: This feature allows optional tracking of page visitors where a webchat widget is embedded. By default, this feature is disabled and requires our engineers to enable it on a per-tenant basis. Once enabled, the webchat channel will display an additional tab, the Customer Tracking tab. You can turn on the feature per channel and provide a list of paths where the widget should track customers.
• NEW Agent Performance Dashboard - Website Visitors Tab: A new tab has been added to the Agent Performance Dashboard in the Agent Application. This tab displays customers browsing the website, along with the page they are currently on and the time spent on that page.
• NEW Initiate Outbound Chat: Agents can now initiate an outbound chat with customers. By clicking the Message button, agents can bring up an empty chat interface and create a new task. The agent can type, use templates, or AI tools to create the first message and start a conversation with the selected customer.

Webchat Enhancements​

• NEW Auto-Open Webchat Widget: The webchat widget now automatically opens when a new message is received from an agent, ensuring the message is seen by the end customer.
• UPDATED Performance and Stability Improvements: Improved the performance and stability of the webchat widget.
• RESOLVED Clickable Links Issue: Fixed an issue where links could not be clicked in the webchat widget.
• RESOLVED Localization Issues: Fixed various localization issues in the webchat widget.
• RESOLVED Agent Display Name Issue: Fixed an issue where the agent's display name would not be shown in the widget.
• RESOLVED Auto-Scroll Issue: Fixed an issue where the webchat widget would not automatically scroll to the most recent message.
• RESOLVED Chat History Issue: Fixed an issue where the chat history would not be stored for 30 days for the customer.

This release brings further quality of life improvements to the administration portal.

Change log​

• UPDATED The Supervisor Monitor functionality for chat has been upgraded to utilize the new chat interface, enhancing user experience and performance.
• UPDATED In Agent Workspace Lookup configuration, channels not part of the same business unit as the Agent Workspace (AW) are now excluded. This prevents configuration errors and streamlines setup processes.
• UPDATED For the Outbound Channel Selection in campaigns, channels outside the same business unit as the campaign are no longer displayed. This update aims to prevent configuration errors and ensure accurate channel management.
• UPDATED Customer Records will now be automatically refreshed after updates made through the portal, ensuring that the most current information is always displayed.
• NEW Introduced the option to Clone a Voice Channel, facilitating faster multi-channel configuration and reducing setup time.
• NEW Enhanced visibility of the ChatBot ID for third-party integrators, improving integration processes and usability.
• NEW Added the capability to include Agent Attributes during Bulk Import, significantly reducing repetitive tasks and simplifying agent provisioning.
• RESOLVED Fixed a bug where Workflows containing a space at the end of the name could not be saved.

The second release of May brings a brand-new AI feature for chat agents, additional favorite slots for agent performance queues, improvements to existing AI features and more!

AI changes​

Buzzeasy introduces a new chat-assist feature allowing agents to refine their messages before sending them to the customer.

• NEW Added the option for opted-in agents to use the AI to adjust a message they wish to send to the customer.
  • Select between: Adjust tone - Formal, Adjust tone - Friendly, Rephrase & Expand. Preview the message, then insert it to your text box.
• NEW Previously released AI generated QnA pairs feature is now receiving its first quality of life improvement, the chat transcript based on which the suggestion was generated is now available for the supervisors to preview, helping them decide better if they should accept or reject a suggestion.

Agent Experience​

• UPDATED Increased the number of queues an agent can favorite from the Agent Performance Dashboard from 3 to 5, allowing at-a-glance visibility for more queues.
• UPDATED Increased the maximum custom fields for customer records from 10 to 20, allowing supervisors and administrators to provide additional customer details to their agents.

Other changes​

• NEW Added the additional field creation time for campaign records to the odata feed.
• NEW Two new service hooks added for custom integrators to use. ConversationRedirected & ConversationRedirectFailed containing details about the customer as well as the target number.
• NEW The webchat widget received support for 2 additional languages, German and Slovenian.
• RESOLVED Improved stability for the business hours service.

This release brings improved backend system as well as new quality of life features.

Change log​

• UPDATED Portal Technology Transition: Transitioned the portal to a new under-the-hood technology, resulting in improved performance, stability, and development flexibility.
• UPDATED Reporting Service Performance: Improved the performance of the reporting service, resulting in faster data transit.
• UPDATED Activity History Optimization: Refactored and optimized the activity history data layer, resulting in a smoother browsing experience.
• NEW Active Directory and Custom Contacts: Added the option to call or email active directory contacts as well as custom contact directory lists through the lookup, allowing quick access to the agent's back office without having to switch to another application.
• NEW Bulk Upload Contacts: Added the option to bulk upload contacts to the contact directory, resulting in faster operations for administrators and supervisors.

This release brings various improvements to the agent experience.

Changelog​

• UPDATED Automatic Scripting: Scripting now opens automatically in the new agent application, saving more time for the agents.
• NEW In-App Notification for Wrap-Up Timer: An in-app notification has been added 30 seconds before a task would automatically be closed by the wrap-up timer. This prompts the agent to save data, such as scripting data or task-related data, before the timer runs out.
• NEW Widget API Attention Hook: A new method has been added to the Widget API that allows website developers to send an attention hook message. The attention hook message will not persist when the widget is open.
• RESOLVED Chat Links Issue: Fixed an issue where links could not be opened in the chat user interface.
• RESOLVED Agent Assist Replies Display: Fixed an issue where the Agent Assist suggested replies were displayed improperly.
• RESOLVED Inbound Call Notification: Fixed an issue where the incoming call notification would not disappear after the inbound call had already ended.
• RESOLVED Chat History Display: Fixed an issue where switching between multiple chat tasks rapidly could result in the same chat history being displayed in all chats.