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

As a reminder, we recently updated our product delivery process and we will now be releasing new features, updates, and fixes every two weeks going forward. Releases will happen on Tuesday nights.

This release has some bug fixes, performance updates, and Virtual Assistant enhancements. Here's what's going live on 8/17:

Core Updates & Bugs fix 

• Fixed a bug causing some Knowledge Articles to not display in the external knowledge base
• Fixed a bug where the back button wasn't retaining saved filters and views on Cases screen
• Fixed a bug where File Upload fields on external forms was showing up as a text field
• Fixed a bug where Product Lists on Articles were showing the Product Index (all Products) instead of an Organization's Product List
• Fixed a bug where the File Added Event was sometimes being shown twice on the Case Events Timeline
• Fixed a bug where duplicate emails were sending for some events
• Updated the Events Timeline to show the user who made each update
• Updated Location Layouts to show Standard Organization Layouts when viewed as a Service Provider
• Fixed a bug preventing large forms from being properly cloned
• Fixed a bug where emails containing curly brackets ({ or }) would prevent the emails from displaying properly
• Updated the RingCentral integration to automatically resolve Cases for abandoned calls

Virtual Assistant improvement 

• Added the ability to attach Knowledge Articles to Bot Responses
• Added ability to optionally append data to fields instead of overriding field data
• Enhanced our Q&A (Question and Answer) functionality to better match user inputs and deliver accurate results

Performance improvement 

• Updated the process for receiving and displaying chat tiles and new chat messages to load faster
• Made a number of updates to our list queries to reduce the load time for Case and Customer screens

Salesforce Applicationimprovement 

We launched version 1.7.1, which had two updates

• 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 environment

With this release we have updated our product delivery process and we will now be releasing new features, updates, and fixes every two weeks going forward. Releases will happen on Tuesday nights.

We kicked of the new process with some bug fixes, performance updates, and Virtual Assistant enhancements. Here's what's going live next Tuesday:

Core Updates & Bugs

• Fixed a bug causing some Knowledge Articles to not display in the external knowledge base 
• Fixed a bug that prevented some users from filtering Cases by Tags
• Updated the File Added Case Event to show the names of the files added in the Events Timeline
• Fixed a bug preventing the automated Case Resolved emails from sending
• Fixed a bug where products get added to the Case Description field when cloning a Case
• Fixed a bug causing the SDK to crash when selecting some picklist values on form fields
• Added logic to queue incoming simultaneous requests from Salesforce to prevent duplicate records from being created in Boomtown
• Fixed a bug causing periodic timeouts in Knowledge
• Increased a limit where Forms could only show 500 fields in the UI (they can now have up to 1,000 fields)

Virtual Assistant

• Added new default Flows that get created with each Virtual Assistant to streamline the building process
• Integrated Questions and Answers (Q&As) with the core bot intent matching logic
• Added the ability for bots to append data to fields in addition to replacing data in fields with the Data Capture Node
• Updated the bot builder interface to allow users to minimize the left and right panels for more visual space when designing and building flows 
• Added the ability to add multiple End Nodes to a Flow
• Fixed a bug where the edit panel didn’t disappear when you navigated from Flows to a new section within the Bot console

This release we are updating our URLs so all users will now log into our new interface. We are also launching an update to our SDK configurators and a number of performance updates and bug fixes.

URL Update to New Interface

With this release we are updating the URLs for our new and old web app interfaces. 

When you log into app.goboomtown.com, you will now log into the new interface. No action is needed on your end. There will be no changes to app-new.goboomtown.com so if you have SSO set up it will continue to function as it does today.

If you still need to access the legacy interface, it will remain available to use. Please reach out to your primary point of contact or email us at product@goboomtown.com for access.

For anyone that hasn’t already started using the new interface, we have created a new knowledge base to help with the transition, which can be accessed at https://help.goboomtown.com. 

If you are looking to submit remote or field service requests to Boomtown Services in the new interface, here are a few articles to get you started:

• Submitting Remote Service Activation or Training Requests
• Submitting Field Service Requests
• Understanding Cases in the new interface 
• Creating Custom Views to Help keep an eye on Cases you care about

WebChat & Support SDK

With this release we are making it even easier to integrate, update, and customize your in-app customer experience. We took the customizable JSON where you can edit text, colors, spacing, and all other appearance changes to your SDK, and moved that code to the SDK configurator in the cloud. This means that you can now make changes to your SDK’s in-app appearance without having to release any new code or release a new version of your app.

Other WebChat and SDK Updates:

• Fixed an issue where the Route to Team field was not working correctly on WebChat and SDK
• Updated some dark mode default colors to allow the SDK to work in dark mode off the shelf
• Fixed a bug that periodically prevented you from downloading the SDK JSON configuration file from the configurator
• Added Journeys as a new home screen options for the SDK to display active journeys to your customers and easily keep them informed throughout the experience

Salesforce App Updates

• Updated custom field syncing so fields sync on initial creation and not just updates
• Enhanced logic to prevent duplicates from being created when there are multiple edits to a single object in Salesforce within a few seconds
• Fixed a bug that periodically prevented notes syncing from Boomtown to Salesforce 

For additional details about the latest Salesforce app version, click here.

Performance & Stability

We continued to reduce the load time for screens across the application as well as enhanced the reliability of our messaging across chat, email, and SMS.

We also added new functionality that allows teams to chat with customers with the Boomtown app open on multiple browser tabs at the same time.

Core Updates & Bugs

• Updated the language in Case Events for adding files, changing Customers, updating statuses, escalating Cases, and assigning Cases
• We added a ‘load more’ option at the bottom of the Case Events timeline so you can see more than just the last 25 events
• Fixed a bug causing event timelines to appear blank for some users 
• Fixed a bug preventing some inbound images from showing up in SMS threads
• Fixed a bug where the chat tiles would disappear after clicking the back button
• Fixed a bug where sometimes the All Unassigned Cases and My Team’s Unassigned Cases would get stuck
• Fixed a bug where users in an Ecosystem couldn’t always see the Owner Team when owned by a different organization
• Fixed a bug where text in a Case or Work Order field didn’t wrap when copied from Google Sheets
• Fixed a bug that caused Collaborator Users to not receive automated update emails
• Fixed a bug where the activity on the Case card goes away when the card is clicked
• Fixed a bug with the Report filter for ‘Created’
• Updated the required fields when creating a new Customer. Only Customer Name is required
• Fixed a bug where searching for a Location ID and clicking on a Customer resulted in a malformed URL
• Added ability to edit the Owner Team and Sponsor Team from the Edit screen (with a custom Layout)
• Updated filters on Case Views for Priority, Tags, MID, Status, and Collaborating Teams
• Added new permissions for Knowledge Article Templates
• Fixed a bug where clicking on a Knowledge Article in search results doesn’t always open the Article 
• Updated the external Knowledge Base to return more than 15 results when using the default theme
• Fixed a bug preventing users from bulk adding Tags to Knowledge Articles
• Fixed an issue with Service History not showing for all Connect Users
• Fixed a bug related to setting up a Google Calendar sync with Boomtown
• Updated the Case screen in the old interface - changed the field ‘Categories’ to ‘Tags’ in the and added the ‘Category’ field from the new interface
• Fixed an issue where Work Order statuses were not showing up in global search results
• Fixed an issue where Work Order statuses were not updating from New when they are claimed
• Updated the Statuses at the top Case screen to properly display Work Order statuses
• Our RingCentral integration is now live on RingCentral’s production environments and available to be used

With this release we are adding new features across Journeys, Knowledge, and Core Workflows as well as enhancing performance and stability throughout the platform. Here's what's going live on 6/17:

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Customer-Facing Journeys

There are two customer journey updates going out with this release.

1) We are introducing new Journey APIs. These APIs will allow teams to create and orchestrate journeys programmatically and integrate these experiences with existing workflows.

2) We are launching a customer-facing journeys interface that will allow you to provide complete visibility to your customers so they always know where they are in a process and what comes next. These journeys can be delivered via webChat, the Support SDK, or a link via email.

Knowledge

We added a new component to our Knowledge Articles that allows users to set and save the order of Related Articles with a drag-and-drop interface. The list of Related Articles will appear in this saved order on the internal and external views of the Article.

We made a few other small updates to Knowledge including:

1. Updated the Related Article search to have a more robust matching logic on the Article name
2. Updated Knowledge Labels to allow users to put '/' in the name without hiding the text after the '/'
3. Fixed a bug where adding an Article avatar would add an extra line to the Article editor

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Support SDK

Just a few updates to our mobile Support SDK with this release:

1. Fixed a bug related to saving a date/time field on Android
2. Reduced the latency when screen sharing
3. Slight updates to the styling of Knowledge in Android related to overlapping text and icons

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Salesforce Application

Version 1.4 of our Salesforce application is launching that has a number of performance and UX enhancements. If you're interested in setting up our Salesforce application to sync your Customer, Contact, and/or Case data between Salesforce and Boomtown, let us know. Here's what's going live in 1.4:

1. Updated our sync logic when triggered from a 'future method' in Salesforce to prevent Salesforce from throwing an error. This will allow the Boomtown application to sync data once the future method is complete.
2. Added a new API call to Case creation to ensure that when Cases are created in Salesforce with no Account, it does not throw an error in Boomtown.
3. Updated the custom field mapping modal with new field sort order and a taller UI to make it easier to find and map your desired custom fields
4. Updated the Customer and Location name mapping so Boomtown Customer and Location names stay in sync if the Account name changes in Salesforce
5. Updated our Contact mapping logic to auto assign the correct Contact even when the Contact has not yet been synced (match against email, phone, and name)
6. Updated our Workflow Rules to allow to create rules with lookup fields on related objects (e.g. a Case workflow rule can be evaluated based on the Account Owner)

Performance & Stability

Over the past few weeks we have implemented some major enhancements to our communication infrastructure to create a more reliable and scalable solution. We will continue to enhance the performance of our communications over the coming months. We are also releasing a number of updates that will reduce load times for list views across the platform.

Core Updates & Bugs

• Allowed Cases to be set to Waiting directly from a Case in a New status. This will progress the Case out of the New status and set it to Waiting at the same time.
• Added a scroll bar to the CC section on email cases to ensure users can always see all participants on an email thread
• Updated the error message for users logging into locked accounts to say the account is locked instead of saying invalid username and/or password
• Updated the WebChat Configurator to allow a user to select same day availability (e.g. Monday 9am through Monday 5pm)
• Added a loading spinner when cloning a Case to show progress
• Updated the Status tag at the top of the Case panel to display all the Work Order statuses instead of just New, Ready, Waiting, Resolved and Closed
• Updated the Events timeline for field service work orders to have more detailed status events
• Updated our Google calendar integration to the latest version
• Updated a number of Case filters including: Average CSAT Ratings (previously Average Tech Rating), Customer Segment, Category, Collaborating Teams, Collaborating Users, and Owner User
• Fixed a bug where a Case was not unassigning the Owner User when going from Waiting to Ready when set to “Return to Team (unassigned)"
• Fixed a bug where assigning a Case from the Cases view sometimes resulted in an endless spinner
• Fixed a bug where using a Quick Reply caused the conversation to reconnect
• Fixed a bug where search results would carry over from one search bar to another after leaving a Case and going to the Customers section
• Fixed a bug where the Accept buttons on Quick Replies Suggestions was not always working
• Fixed a bug where certain Actions on a Case sometimes prevented a user from using Actions on that same Case.
• Fixed a bug where creating two Customers in a row would show the interface to add the second customer as a Location of the first rather than a standalone Customer
• Fixed a bug where the Case Name was not showing pm the Excel export from a View
• Fixed a bug where scroll bars didn’t always appear on text area fields such as the Troubleshooting Steps field
• Fixed a bug on Kanban view where adding a note from the card and hitting enter would run the Case filters instead of adding the note
• Fixed a bug where customer surveys did not auto send on case resolution