Release Date: 11/9/21

CX Manager

• Fixed a bug where custom fields with the Type = Date did not filter properly when using Case Filters and Views
• Fixed a bug where switching between different Kanban Case Views didn't update the Case List to the new Kanban view selected

Knowledge

• Fixed a bug where the 'Open in New Tab' toggle was not showing when adding a link to a Knowledge Article

Bots

• Bot Builders can now leverage the "Route Conversation" Action Node to allow end-users to leave a message for Teams outside of hours of operation. This radio button will override global timeout behavior so the Case will stay open for agents to respond the following day during hours of operation.
• Updated Entities to relate to the Organization instead of a specific Bot. This will allow teams to leverage Entity data across multiple Bots and on Cases in the near future
• Fixed a bug where cloning a Virtual Assistant Bot was not cloning all Flows
• Fixed a bug where errors indicators would incorrectly appear on Nodes when you first opened a Flow

Mobile SDK

• Fixed a bug where Issue Creation Forms were not always routing to the correct team
• Fixed a bug where the Sponsor Team field was not properly syncing between the SDK Configurator and the Advanced JSON tab.

WebChat

• Fixed a bug where WebChat Cases were being created with blank Sponsor Teams for Service Provider Organizations
• Fixed a bug where the Route to Team picklist sometimes failed to route a chat to the correct Team

Release Date: 10/27/21

We've updated the UI within our communication panel on Cases to show additional visual indicators when a user sends an outbound chat message from a Case. This will provide users with valuable indicators to understand if the message they sent is still sending, has sent, or failed to send. 

When a message is being sent, the message will show a status in the top right to indicate if the chat has sent. The status will move from Sending to Sent and then afterwards show the timestamp of when the message was went.

If a message does fail to send, the message will show as Failed and will offer the user the opportunity to Retry sending the message or to Cancel sending that message. 

Lastly, if for some reason the user loses internet connection, we've added visual feedback in the communication panel so the user understands their network connection is down. 

Release Date: 10/26/21

While we continue to work on a major platform performance enhancement and the launch of the Automation Engine, we will be releasing a few small updates:

Bots

We added a feature on the "Route Conversation" Action Node to allow end-users to leave a message for agents outside of hours of operation. This option will override global timeout behavior so the Case will stay open for agents to claim and follow up on the following day when they are online.

Knowledge

We updated our External Knowledge Base login functionality to allow users to log in with SSO instead of requiring a username and password. This will also streamline linking to internal Articles for users that are not already logged in. When a user tries to access an internal Article and they are not logged in, they click login and it will open a login page. After logging in (either with username and password or through SSO), the user will be redirected back to the link where they came from.

Webchat

Fixed a bug where public Knowledge Articles shared from a bot were not always loading inside Webchat depending on the customer's cached data.

CX Manager

• Fixed a bug preventing users from adding Notes to Cases when switching between historical cases from panel 1 of the Case
• Fixed a bug where billing subscriptions would periodically fail due to invalid emails
• Fixed a bug where scheduled events were showing incorrect time zones when sent via text message

Release Date 10/12/12

• Fixed a bug where an error displayed when trying to run a filter on Cases with both a filter for Category and Tags
• Fixed a bug where certain automated email notifications were showing two logos instead of one
• Fixed a bug where setting a link in a Knowledge Article to open in a new tab didn't open the link in new tab
• Fixed a bug where the count of open Cases in the Customer Panel on the CX Manager view would display 0 instead of the total number of open Cases for that Customer
• Fixed a bug where password recovery emails were not always sending

Release Date: 9/28/21

One of the most rigorous tasks for a user is to answer calls and then navigate to the respective Case for the active call. Previously, whenever a user picked up a phone call, Boomtown used to redirect the user to the Case immediately. While it gets the Case in front of you immediately, it takes away focus from anything you were doing before picking up the call. 

With this update, we are introducing an Active Phone Call Tile on the navigation bar. This tile appears whenever the user picks up a phone call and it stays there until the call is disconnected. The user can click on the tile anytime to navigate to the Case linked to the active phone call. 

To learn more, visit the Help Center.  

Release Date: 9/28/21

• Updated the Case Events Timeline to show the Form Completed Event when a Form is submitted from WebChat or Support SDK. This allows easy access to the Form data with a single click.
• Fixed a bug where Case Creation Forms submitted from WebChat and Support SDK created a Case with the title showing 'Invalid Case #REFID'. It now shows '[Case Type] #REFID' until it is given a Case Name.
• Fixed a bug where duplicate events were posted to the Case Events timeline when a survey was sent to a customer
• Pushed an updated to allow Service Provider organizations to use the custom Case tags that are set up by the Sponsor organization on a Case
• Updated our Zapier Integration to enhance our data syncs for Customers, Contacts, and Cases.
• Fixed a bug related to time zones where scheduled event times were showing incorrectly when communicating with customers via automated messages.

Release Date: 9/14/21

More SDK customization options in the cloud

Previously, all appearance customization to the Support SDK screens had to be done inside your application. While this is easy enough to do, it becomes more complicated as you want to make quick updates outside of release cycles.

With this update, we have added JSON to an Advanced Configuration tab where you now edit options like colors, lines, spacing, and more to fully customize the look and feel of your SDK without having to push a new app version.

Change a color, hit save, and the updates will be immediately available to your customers.

Release Date: 9/14/21

We fixed three bugs:

1. Fixed a bug where the Case Scheduled token was broken in Alert Templates
2. Fixed a periodic Out of Memory error with our APIs
3. Improved chat tile processing speed so they show up faster
4. Fixed a bug where certain forms were not saving some responses when the form was completed
5. Fixed a bug where users were receiving 'New Activity' email notifications when they had that notification disabled

Release Date: 9/14/2021

You now have more flexibility to define which users can create, edit, and publish articles in specific Knowledge Libraries beyond the overall Knowledge Permissions assigned to the user role. With the new Restrict Editors To: field on the Library Settings page, you can now designate a subset the users in your organization who can create and edit Articles in a Library. 

To learn more, visit the Help Center. 

fix We also fixed a bug where adding a Link to an Accordion would display an extra down arrow under the link.

Here's a summary of the updates we have released to our Salesforce integration over the past 2 months.

Version 1.6 was released to the AppExchange on 6/18.

With this release we added new performance and UX enhancements as outlined below.

Custom Field Mapping Modal

1. Made the custom field mapping modal taller to avoid picklists going off the bottom of the screen
2. Updated sorting for the Boomtown API field picklist to be alphabetical
3. Update the sort order of the Salesforce field picklist to be alphabetical

Future Method Update

Salesforce does not allow batches to be triggered from future methods for third party applications. We have updated our application to delay the batch updates from the Boomtown app until after the future method is completed in order to avoid these errors.

Skipping Unneeded Batch Updates

We added a performance enhancement that is an additional check on the workflow rules to first check if any of the mapped fields changed. We will only call the data sync if the change on the record is for a field that is mapped. Otherwise, we skip the sync since no data will transfer between systems.

Account Name Mapping Update

We updated the Account Name mapping to update both the Boomtown Customer Name and the Boomtown Location name. If the Salesforce Account Name changes, the Customer Name and Location Name will remain in sync between Salesforce and Boomtown.

Enhanced Contact Mapping

We enhanced our Contact mapping for when Cases are synced from Boomtown to Salesforce and Contact record are not synced. If the Boomtown Case is related to a Contact that is not synced, we will check the email, phone number, and name of the Contacts on the related Account to see if we can find a matching Contact. If one is found, we will relate that Contact to the Case in Salesforce. This increases the likelihood that Contacts in Salesforce will be appropriately tagged even when Contact data syncing is turned off.

Additional Control Over Case Comment Syncing

We added an additional field on the Mappings tab that allows users to select the direction of how Case Comments get synced. You can set comments to not sync, unidirectional, and bidirectional. Case Comment syncs are still only triggered when Case Workflow Rules evaluate to true.

Additional Mapping Options for Lookup Fields

You can now use Lookup Fields in your Workflow Rules (previously hidden). This will provide additional flexibility for building custom Workflow Rule logic.

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Version 1.7.0 was released to the AppExchange on 7/14.

This is a minor release that had a few bug and performance enhancements.

Updated Custom Field Data Sync on Initial Case Creation

Previously custom field data would only sync after the record was created and then updated. We updated this workflow so custom field data syncs from Salesforce to Boomtown on initial record creation. We also fixed a bug where this was causing fields in Salesforce to become blank after the sync back from Boomtown.

Added Flex Queue Check

We added an extra check on the data sync to make sure that adding the batch job to the flex queue will not push it over the 100 job limit that Salesforce imposes. If we find that the batch job will push the Flex Queue past 100 jobs, we will skip the sync for those records. In the future we will add a queue mechanism to hold those syncs until after the Flex Queue has returned to lower levels.

Test Classes

We updated our app for test classes. We added a check for the existence of custom settings in our code and test environment. This will allow organizations to run automated tests that include our managed package.

Other Small Updates

• We found that in the Performance Edition of Salesforce, the standard Subject field was not available as one of the field mapping options. We updated our logic to ensure this field is accessible as a mappable field and will also appear as the default mapping option from Boomtown Case Name when the app is installed.
• We fixed a bug preventing organizations from changing the tokens and keys once the app was configured.

Version 1.7.2 was released to the AppExchange on 8/4.

• Fixed a  LimitException when too many queable jobs were added to the queue from simultaneous background processes
• Fixed a bug preventing new tokens from  saving in some Salesforce environments

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Version 1.8.0 was released to the AppExchange on 8/11.

• Updated our sync logic to queue requests coming from a Batch in the same way we queue requests form from Future Methods
• Updated the app with a performance enhancement making the evaluation logic 13% faster

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Version 1.9.1 was released to the AppExchange on 8/31.

• Moved all bulk changes to a new queueable class that will trigger earlier in the code flow
• Additional performance optimization on syncs from both single and bulk edits