23rd release of the year brings further improvements to Chat Workflow Public Beta, display name of agent on new chat widget and more!

Change log​

• Chat Workflow 2.0 Public Beta received a massive round of bugfixes as we get closer to the official release.
• Underlying functionality for Queue node has been added to Workflow 2.0.
• Underlying functionality for Redirect to Channel node for Chat has been added to Workflow 2.0.
• Added administration interface for the upcoming Question answering integration.
• Fixed an issue where in extremely rare cases an agent could be stuck and unable to logout.
• Webchat widget 2.0 now uses agent's display name instead of real name. Learn more about this feature here.
• Fixed a technical channel related to the voice channel resource.

What's next?​

Here's the updated list of items we are going to ship in the upcoming releases:

• Option to use {Agent.DisplayName} in Workflow 2.0 Queue note, once the Queue node becomes available.
• QnA functionality for chat.
• Chat Workflow 2.0 official release.
• Chat Queue Treatment 2.0.
• Enhanced widget customization options.
• Email Workflow 2.0.
• Voice channels 2.0.
• Odata Feed 2.0 Closed beta.

22nd release of the year brings improvments to the Workflow Designer Beta as well as attachment support for Viber chat.

Change log​

• You can now save workflows during public beta as well as asign them to channels, however we advise against using such workflows for live customers. Please read the Workflow Public Beta documentation to find out more about the new designer and features as well as current limitations.
• Added validation to Viber's APP key.
• Fixed an issue where Viber, Facebook business hours could not be configured if the user did not have access to campaigns.
• Improved usability of Viber editing experience by accurately marking the APP key field as uneditable.

What's next?​

Here's the updated list of items we are going to ship in the upcoming releases:

• Display name instead of Agent name for Chat widget.
• Option to use {Agent.DisplayName} in Workflow 2.0.
• QnA provisioning 2.0.
• Chat Workflow 2.0 official release.
• Chat Queue Treatment 2.0
• Email Workflow 2.0 Public Beta
• Quality of life changes

We are pleased to reveal changes and additional features in Buzzeasy for our 21st release of 2022.

Webchat widget 2.0​

• Added the option to configure the Header text. This option overrides the channel name if specified with any custom text. Learn more about the customization options for the new webchat widget here!
• Header text is now displayed all the time when connected to a Bot or Agent.

Facebook messenger chat 2.0​

We are introducing simplified provisioning for Facebook messenger. You can now configure a Facebook channel significantly easier than ever before! Follow the steps in this article to learn more about this.

• Beta Portal Webchat section has been renamed to Chat.
• Facebook chat has been added to the Chat section of the Beta Portal. Here you can view and configure your Facebook Messenger channels.
• Introduced a new User Experience flow for Facebook provisioning, users are now guided through the whole process with the help of tabs and a "Next Next Create" experience.

Viber chat 2.0​

We introduced a new channel in Buzzeasy using Viber's Bot platform. To begin configuring your first Viber channel, follow the steps in this documentation.

Features:

• Inbound messaging through the Viber Bot platform.
• Customize the Agent and Bot avatars.
• Easy-to-learn channel creation & provisioning.
• End To End messages with Buzzeasy Agents.
• Suggested replies / Quick actions support.
• Customer profile picture added to Customer Data panel.

Others​

• We are working on Chat workflow 2.0. The underlying tech for the portal as well as back-end systems have been added in this release, Chat Workflow 2.0 is now in Public Beta. You can begin experimenting with the Workflow designer, however, routing to agents (Queues) is not yet introduced in the back-end. We are eager to get your feedback on the look and feel of this new Workflow designer. The end of the public beta for workflow 2.0 will be announced in a follow-up release once we complete the migration of the remaining features along with full documentation.
• We are working on a new Viber channel, the underlying tech has been added to the back-end and portal as well, however, Viber channels are not publicly available as of now.
• We added a banner to the Agent Application informing our users when their internet connection has dropped. Various agent-side issues can occur when the internet connection is not available, such as the spinning wheel, lag, the call-ended panel that lingers on, and other various network-related symptoms. We are taking steps to inform you when your internet is faulty. We recommend you always ensure your internet is up and running and that no firewall or corporate VPN is blocking Buzzeasy agent's connection. You may press F12, navigate to the network tab, and refresh the page to see if any requests are blocked.
• Fixed an issue where the Customer dataset was not displayed in workflow message nodes.
• Updated backed NuGet packages and library to aid agents with various connectivity problems they might face.

What's next?​

We are committed to improving Buzzeasy and the experience of our users with each release. Here are some things you can expect in the following releases:

• Display name for Webchat widget as well as workflow connect message. You should start filling your agent's display name already. 😎
• Question answering bot 2.0, as QnA.ai is being deprecated by Microsoft.
• Queue treatment migration to the beta portal.
• Workflow 2.0 official release
• Redirect to Channel for chat channels.
• Email workflows 2.0 BETA.

Thank you for your continuous support and feedback!

We are pleased to announce the new features in our 20th Buzzeasy release of 2022.

This release brings the new Bot Reports, improvements to Webchat 2.0 based on the feedback we received as well as a new major feature for webchat 2.0 sprinkled with a bit of technical improvements across the platform.

Webchat 2.0 improvements​

• We improved the attachment support by adding the name of the attachment besides the download button.
• Added a loading animation on the paperclip icon to visualize when uploading attachments is in progress.
• An error message is displayed when attempting to upload files larger than the maximum limit (20MB).
• Removed horizontal scroll bar for quick replies. Quick replies now will take as much space as they have available. (Generally 10 quick short replies can appear with no issues, we'll show a vertical scroll bar if its too long)
• Quick replies no longer disappear after clicking. This allows the customer to see the options that were previously available at any time.
• Customers can now view their conversation history at any time using the widget for up to 30 days.

Downloading chat transcripts​

Customers can now download their conversation history locally by pressing the Download chat transcript button. Attachments and chat messages from the past 30 days will be included with the transcript.

Read more about this feature here.

Other changes​

• Fixed an issue where two hour intervals could be overalapped and the portal erronously showed the channel as being closed.

Technical​

• We added the ability for websites to pass data over to Buzzeasy through the chat widget, this can be used for custom integrations and solutions.
• Upgraded Dapr consumers to Dapr 1.8.0 from 1.7.0 bringing tons of bugfixes for the 3rd party solution some Buzzeasy components use.
• Upgraded various nuget packages.
• Queue treatment service database type changed.

We are pleased to announce new features in our 19th Buzzeasy release of 2022.

This release brings a new Webchat provisioning flow, a new and improved Webchat widget, Custom Chat Bot integration API & Admin interface, Email transfer to channel and more!

Webchat 2.0​

A new and easy to use way to provision a webchat channel is now available! We've significantly simplified the procedure and enhanced the security, performane, look and feel of the new widget that comes with it.

To learn more about Webchat 2.0, please read this documentation.

Provisioning​

• Added option to create a new webchat channel under Beta Portal, provided you have the webchat business entity enabled for your role.
• Provide a name, select a workflow, press save and done! Extremely easy to provision.
• Configure completion codes.
• Configure business hours, holidays and exceptions.
• Enable / Disable invitation message toggle. When enabled, customer will receive a message without opening the widget. Provide suggested actions using the suggested actions field.
• Copy the code snippet and add it as the child to the body element of your website.

Customization​

• Added option to enable or disable attachment upload.
• Added option to provide an Agent Avatar image URL. This will be displayed when the customer is talking to an agent.
• Added option to provide a Bot avatar image URL. This will be displayed when the customer is in the workflow.
• Use Dark theme toggle. Toggle between BE Dark and BE Light themes for the Widget. Applies to background, background of messages received by the customer, hamburger menu, text input box, attachment/send icons, quick replies.
• Theme Color controls the color of the widget header, messages sent by the customer, outline of quick replies and the chat bubble.
• Theme font color controls the font color used to display Channel Name / Agent name on the header of the widget as well as the font color messages sent by the customer will have. Does NOT apply to any other text, the rest of the font color is controlled by the Light/Dark theme to provided a consistent experience across all chat applications your customers use, such as Facebook messenger, Instagram, where you may not configure the color scheme for the messages you as a customer receive. This is controlled by the Light/Dark theme your mobile/browser uses.

Preview​

• Added option to preview the chat widget by pressing the Show Demo widget button. Please note that any changes you make here will propagate to the live website where you embedded the Webchat widget code snippet right away. You do not need to copy the webchat widget and embedd it again. We recommend setting up a test channel to play around with customizations rather than using a live one.

Other features​

• Implemented heartbeat mechanism, whenever customer closes the website, the active conversations will be terminated in up to two minutes
• Customers can terminate the conversation via the webchat widget hamburger menu.
• Preloaded upcoming features such as the ability to download chat transcripts (Coming soon!) and ability to configure a privacy policy URL.
• Proactive message feature has been rebranded to Invitation message and moved to channel level instead of workflow.
• Added gif support for avatars.
• Enhanced image attachment support.

Email changes​

• Disabled full-screen mode for Templates & Signatures editor as it is not supported by our email editor provider.
• Fixed an issue where filtering contacts during outbound email creation was misbehaving.
• Improved threading support for Gmail/Apple Mail exchanges with our Email channels.
• Added support for images when sending mails to Gmail accounts.
• Added the option to transfer an email to a channel. Simply click the new Transfer button and select the channel you wish to transfer to!
• Under the hood changes for rendering email body images. Instead of using a traditional in-line attachment mechanism that is no longer supported by major email providers, we are now embedding the image instead providing the same experience.

Other changes​

• Fixed an issue where a single instance when not using HA for provisioning. HA toggle has been removed and menu is now a multi-select.
• Fixed various tooltips issues for Beta Portal.
• New Chat bot SDK available for Geomant custom development teams.
• New API endpoint for chatbot integration available for Geomant custom development teams.
• Performance & Stability improvements.

Stay tuned to see what else we got prepared for you in the upcoming releases!