Release Date: 3/29/22

CX Manager

Communications

• Fixed a bug where page and line elements on emails around a URL were showing the HTML elements within the communication panel.
• Fixed a bug where sometimes email messages were not showing in Col3 when the user received a timeout message
• Fixed a bug where messages in the Team Chat room were sometimes not showing up for all users until the user refreshed the screen
• Fixed a bug where new chat tiles were sometimes not showing until a user refreshed
• Removed a message prompting customers to download the Connect application once a field service dispatch job is scheduled
• Renamed the global Team Chat room currently called "{Organization Name} (Knowledge Room)" to "{Organization Name} (All Teams)"
• Removed a limiter that was capping Quick Replies from Suggestions at 160 characters
• Fixed a bug where tokens were not always working inside Quick Replies
• Fixed a bug where SMS bots would show up for Customers but sometimes not show for internal users

Cases

• Fixed a bug in the Case Events timeline where adding Notes without spaces did not wrap, causing text to go off the right edge of the panel
• Fixed a bug where schedulers were not able to progress through the steps and were throwing an an Unable to create case error.
• Removed the default email alert that sends when a Case changes from Waiting to Ready. Users can optionally opt into these emails by going to Users > Notfications
• Updated multi-select fields so the tag options will appear after clicking into the field so you don't have the click on the arrow on the right side of the field
• Fixed a bug where a user would sometimes get an error stating, "A Exception has occurred" when saving a Case
• Fixed a bug that occured when a user changed the operator on a filter for Case Views from 'is equals to' to 'is empty' - it retained the value that was previously set on the filter
• Fixed a bug that prevented the State field from populating on bulk customer imports
• Fixed a bug where the Details tab was mis-aligned when clicking on a Location card in the Customer panel

Integrations & APIs

Connectors

• Added a feature to the RingCentral Connector to attach an MP3 recording of the call to the files tab on the case
• Fixed a bug where Cases synced from Boomtown to Salesforce were sending duplicate requests to Salesforce (one for created and one for claimed)
• Previously our SAML2 SSO integration required an email domain list to function.  If it was empty, the integration assumedit is disabled.  We updated our SAML2 SSO integration so that the email domain list is no longer required. If it is populated, it will still support the redirect of Boomtown-initiated logins to your SAML2 IDP. It will not function as a whitelist of domains allowed to authenticate, as we will shift that responsibility to the organization-level settings where we already have a valid email domains list.

APIs

• Added the ability to to view picklist options when requesting custom schemas on APIv3
• Fixed a bug where issues/status/history/{issue_id} was returning a 500
• Fixed a bug where /issues/file/upload/${issueId} was not accepting files
• Updated /issues/create to prevent importing a Case without a Location
• Updated /locations/put to enable teams to create Locations without a "Default User"

Knowledge

• Updated the "What's in this article" section on external Knowledge Articles to exclude H1 tags from embedded Articles within the main Article
• Updated the label tree so if you add an Article to an additional label without publishing, the article is now listed under the newly added label as Pending Draft (with accurate counts) and is not displayed in the label on the external Knowledge Library. Previously the Article would not show up in the label tree until you published the Article, making the Pending Drafts hard to find.
• Removed the extra search icons from the search bar and top navigation menu on the external knowledge base

Reporting & Dashboards

• Updated Journey fields on the Case Reports to show the Label for Journey Stage instead of the API Name. We also added Journey Name and Time in Stage as new available data columns
• Updated the View Dashboards permission to hide the Dashboard option in the left navigation bar for users that don't have this permission enabled

Smart Buttons (Mobile SDK)

• Fixed a bug where a Customer wasn't always able to end a conversation with the End Chat button in the mobile SDK
• Fixed a bug where chat tiles were not always poping up in real time for mobile SDK chats
• Fixed a bug where the forms with parent/child fields did not work properly in the Android SDK

Admin & Settings

• Email address is no longer a required field in the bulk importer. The same email address can also be used for different customers. These updates will help relax the validation criteria for bulk imports making it simpler to important customer data.
• Fixed a bug in Alert Templates where HTML formatting was not always saving
• Fixed a bug where users would get prompted to update their password when logging into Boomtown immediately after updating their password
• Removed the requirement to populate the Email and Phone fields when creating new Teams

Security

• Fixed a cross site scripting (XSS) vulnerability identified during our regular security scans
• Added .DMG files to the list of blocked file types for security purposes and also updated the the error message for when when a user tries to upload a restricted file type to the platform

Release Date: 3/15/22

CX Manager

Communications Improvements

We've updated the format of the Communication Transcript file that are created when a Case is Resolved to make them easier to read. These updates include: updating the name of the Transcript Files to make it easier to see which communication thread the transcript relates to, adding a friendly title to each PDF, and updated the format to strip out unnecessary HTML.

Fixed a bug where sometimes a new case was getting created rather than merging into the existing case when a customer replied to an email auto-reply (only impacted forwarding email inbox configurations, IMAP configurations functioned correctly).

Fixed a bug that prevented resolved cases from reopening when an email response came back into the platform with a matched subject line to a previous thread from that customer.

Fixed a bug where the Name associated with an email address would sometimes display the incorrect name.

Fixed a bug where inline images in emails were not properly displayed when replying to an email from Boomtown. Note that this still occurs periodically for large images in certain email clients and we will address that soon. 

Case Updates

Fixed an issue where custom date fields would not accept a date before 1970 due to being in UNIX time.

Fixed an issue where chat tiles would sometimes not appear immediately. 

Updated Views on the Cases tab to only show Cases that have been updated in the past 12 months. We also capped the total number of Cases that can be shown in a view to 1,000. This will increase performance and reduce load times. You can still access all Case data via search, Reports, and Dashboards. You can find more details about the Views Case data here.

Forms

Removed the ‘Save for Later’ button on General forms when accessed via web URL since the functionality did not properly work.

Connectors

Fixed a bug where some phone cases were not auto-creating and auto-opening for users in the Platform with a RingCentral integration.

Dashboards

We are are adding additional Case metrics to your Dashboards that include:

• Time from Created to Now
• Time from Created to Claimed
• Time from Created to Resovled
• Hour of Day Case was Created
• Hour of Day Case was Scheduled
• Hour of Scheduled Job Date (PST)
• Hour of Scheduled Job Date (Customer Time Zone)
• Hour of Technician Began Onsite Work
• Hour of Case Resolved
• Hour of Case Claimed
• Time from Case Created to Scheduled
• Time from Case Claimed to Scheduled
• Time from Case Claimed to Resolved

Release Date: 3/1/22

We have been working to increase the flexibility of our reporting and data visualization capabilities in order to provide you with more insight into your customer experience data.

Next week we are launching brand new dashboards.

These new dashboards will give you:

1. A new and improved user interface with more options for point-and-click filtering and drilling into specific reports
2. The ability to create your own custom dashboards and share them with your teams

We will be rolling out the new dashboards in two phases:

Phase 1: 

On 3/1/2022 your current dashboards will turn off and your new dashboards will be activated (if you have Dashboard access) with view-only access. You will have access to the same dashboards that you have today but they will look slightly different - report and field name updates, layout changes, colors, styling, etc. Emailed reports will continue to send as they do today.

During Phase 1 there will be a few Insights that will be missing relative to your previous dashboards. These include time-based metrics such as Time to Claim, Time to Schedule, Time to Resolve, and SLAs. We will be adding these missing insights in Phase 2 shortly after the launch of Phase 1.

Phase 2: 

There will be two updates in Phase 2. First, we will add the missing time-based insights noted above. Second, we will add the option for you to create and edit your own custom dashboards to give you complete control over your customer insights and data visualization. 

If you did no receive access to Dashboards and would like access, please reach out to product@goboomtown.com.

Release Date: 3/1/22

CX Manager

• Fixed a bug where a new Case was not getting created when someone emailed into a Case that was already Closed.
• Fixed a bug where Cases didn't reopen if someone emailed into a Resolved Case when the Case Source was not Email.
• Fixed a bug where inline images were breaking and not displaying when replying to an email from the Platform. Note that images are sometimes still blocked by certain email clients such as Gmail, which we will address in a future release.
• Fixed a bug where some messages were not getting logged in the communication transcript PDF when a case is resolved.
• Cases in Waiting will no longer automatically move to Ready in instances where the Owner User is unassigned.
• Cases updated to and from the status Waiting will now be logged in the Events Timeline.
• In order to mitigate any confusion around the expected behavior of setting Cases to Waiting at a specific time, the Date field will now be required. The wake day will automatically be set to the following day and the Time field will not be required or autofilled. If left blank, the Wake Time will default to the time of the Date field it was set (e.g., if the Wake Date was configured at 5:30pm on 2/14/22, it will default to 5:30pm on whatever date).

Integrations & API

• Fixed a bug in our Zapier integration where a new Case note was not getting synced when Zapier Issue Log Created trigger was activated.

Release Date: available on the new Cases screen that are being rolled out selectively 

In our latest release, we added the ability for agents to merge Cases from the Case List view.

This feature will allow agents to consolidate duplicates, declutter their queues and better manage their Cases.

When Cases are merged together, all the data from the primary Case is retained. This action also migrates all open communication channels to the primary Case as new threads so conversations can be continued from each Case in one central place.

Merge Case paves the way for the next set of Bulk Actions that will roll out throughout the course of this year.

Release Date: 2/15/22

CX Manager

• Added a Files tab to Locations to allow users to see all files from Cases related to a Location. We've excluded the following files from the Location's Files tab to reduce clutter: JPGs, PNGs, and transcript PDFs from communication channels.
• Updated our outbound emails to have better formatting when rendered in plain text (instead of HTML).
• Fix a bug that caused users to periodically receive ‘Failed to Send Message’ errors when sending emails and chats from a Case.
• Fixed a bug where some messages were not getting logged in the communication transcript PDF when a case was resolved.
• Fixed a bug where the Layout Editor only showed the first 50 fields added to a layout. 
• Fixed a bug where adding a line break on a Object Layout would only add a dot instead of a full line.
• Inbound Email Cases will no longer show up in the 'Unclaimed Queue' in the app-old.goboomtown.com interface. They will still show in the Cases list.

Knowledge

• Updated our external knowledge base so when accessing your site via an SSO link, the system uses an SSO Token.
• Updated our knowledge base to allow organizations to easily customize the Content Security Policy header for each knowledge library.
• Fixed a bug where copying and pasting content from some Word documents into an Article would cause an endless spinner and result in the content not being copied over.
• Fixed a bug where Articles shared in a Partner Ecosystem were no longer accessible to all users in that Ecosystem.

Integrations & APIs

• Updated our APIs to allow teams to bulk insert Cases in a Closed status.

Reporting & Dashboards

• Fixed a bug where users were asked to sign in when viewing the Search tab in the Solutions panel of a Case

Mobile SDK

• Fixed a bug that prevented valid JSON configuration files from being generated for some SDKs configurations.
• Fixed a bug where Searching Knowledge Articles from the SDK sometimes did not return any results.
• Fixed a bug where the Journeys menu item did not appear on the home screen or allow the SDK user to view the list of journeys when Journeys were enabled from the Support SDK configurator.
• Fixed a bug where the SDK Phone Support option would open the phone application but didn’t always populate the number that was provided in the configurator.

As our world becomes increasingly digital, it's important to ensure that all users and customers are able to easily navigate and use any software presented to them.

We have kicked off a project to make sure that our entire platform (both internal and customer-facing screens) is WCAG 2.1 compliant. You can read more about what it means to be WCAG 2.1 here. 

We are first focusing on our customer-facing products such as the external knowledge base and our web-based chat product and will then focus on our internal screens.

We are excited to announce that our customer-facing knowledge base is now WCAG 2.1 compliant. You can learn more about best practices for ensuring your customer-facing knoweldge base is compliant here. 

We will let you know as we continue to make progress across the rest of our platform.

Release Date: 1/18/22

Bots

• Bot Mapping - We simplified the process of mapping a Bot to a webchat or SDK channel. You can now select the bot from a dropdown on the channel integration rather than having to map it from the Bots mapping tab. This makes it faster to set up and reduces the chance of an incorrect bot mapping.
• We updated the buttons on the bot simulator chat room to allow a user to run a Quick Train or a Full Train depending on their needs.

Knowledge

• Fixed a bug where custom links in the header were not always showing on external Knowledge Bases. We also fixed a styling issue where they had a dark background by default.
• Fixed a bug where the external Knowledge Base SSO redirect sometimes sent users to the incorrect domain. This occurred when Organizations had more than one Knowledge Base with a custom domain.

Integrations & APIs

Customer Webhooks - We added a new webhook option for Customer Location updates. You can now add a Customer Location webhook through our existing Generic HTTP integration and have it send updates every time a Location is updated in Boomtown. This will help teams simplify custom bi-directional CRM integrations.

Release Date: 12/28/2021

Admin & Settings

Added a new custom field type that is a User lookup field. This field will allow you to look up and tag user(s) to the field and display on the different object layouts (Cases, Locations, etc.). This will allow teams to easily track additional customer relationships such as Sales Owner and Account Manager for data filtering and to keep them in the loop on any important updates.

Bots

• Added Flow Pausing function our Virtual Assistants. This is the ability for bots to pause a conversation topic, start a new conversation topic, and then return to finish the previous conversation topic once the 2nd one is complete.
• We updated our fallback (unmatched response) logic for our Virtual Assistants. These bots will now respond with a contextual fallback (set at the Flow level), then respond with a global fallback (set at the bot level). They will repeat this process 3 times before giving up on that response and letting the user try a new topic or route to a human for additional help. This ensures that a customer never gets stuck in an unwanted conversation loop.
• Removed unused entities and intents from our bot machine learning models to increase intent matching quality and reduce training time.

CX Manager

• Fixed a bug where inbound phone calls would not always match to existing customers with the same phone number.
• Fixed a bug where the scroll bar didn’t always work when editing the details of a Customer.

Integrations & APIs

• Fixed a bug preventing the Seismic integration widget from showing on the integration panel
• Fixed a bug where Zapier triggers were not always firing

Knowledge

• Fixed a bug where custom header links were not showing on external Knowledge Bases.

Release Date: 01/15/2022

In addition adding several new features and fixing bugs from version 1.9.1, we also completed some significant application code refactors that have increased overall performance of the application. Here's a summary of the updates for version 1.10.

Features and Updates

Setup & Configuration

General

• Removed the Home tab
• Added descriptions throughout the app to more clearly describe how the app works

Configuration Tab

• Added a master on/off switch to the application so you can quickly turn off all data syncing without changing any workflows or mappings
• Added a read-only Integration ID field on the Configuration tab to show which Boomtown integration you are connected to. This is helpful during troubleshooting or when changing environments.
• Add the ability to stop an initial Sync once it is in progress.

Mappings tab

• Added the ability for users to delete mapped custom fields on the Mappings tab
• Updated the default mappings to simplify the initial setup and configuration
• Updated field labels from Issues to Cases on the mappings tab to reflect the latest Boomtown product language
• Added a Save Mappings button on the Mappings tab to be more consistent with the rest of the tabs that have save buttons instead of auto save
• Updated the Sync Direction dropdown to a disabled state on the Mappings tab where there is no Salesforce field selected

Workflows Tab

• Added the ability to name Workflows to make it easier to remember what each Workflow does
• Added the Active Boolean to the main Workflows tab so it’s quicker to see if a Workflow is turned on or off

Data Components & Syncing

• Updated the app to automatically sync Contacts on Accounts (if they match the Contact Workflows) when an Account is first synced to Boomtown
• Updated the Troubleshooting Steps and Resolution Notes fields to be Text Long fields instead of Text fields so that we can pass more than 256 characters from Boomtown to Salesforce in these fields
• Updated the Boomtown ID fields in Salesforce to not be unique in order to allow Salesforce to have duplicate Account data without throwing errors
• Updated the application timeout limit from 10 seconds to 28 seconds to prevent any possible timeouts on data syncs
• Added several performance updates across all parts of the application to significantly reduce processing time and speed up the data sync process

Bug Fixes

• Fixed a bug when a Case moved from one customer to another in Boomtown it didn’t always update to the correct Customer in Salesforce
• Fixed a bug preventing Date Fields from being mapped from Boomtown to Salesforce
• Fixed a bug where Accounts wouldn’t get synced from Salesforce to Boomtown when a non-mapped field was the trigger that executed the workflow rule.
• Fixed a bug that prevented our app from working in debug mode
• Fixed a bug where the Boomtown Case URL field was only showing the Case ID and not the full clickable URL
• Fixed a bug where having two parenthesis in the Filter Logic field on a Workflow would cause an error. You can now use nested logic. For example, (1 AND (2 OR 3)).
• Fixed a bug where the data from the Boomtown Product field would only display a single product in Salesforce rather than the full list of related Products
• Fixed a bug where updating records in Salesforce before adding the details on the Configuration tab would cause errors in Salesforce
• Fixed a bug where having a field on the Mappings tab that had a sync direction set but no field mapping would cause a nullPointException error
• Fixed a bug where the Salesforce ID was not always being saved to Cases in Boomtown when the Case originated from Boomtown
• Fixed a bug where adding a new custom field mapping didn’t save the field on the mappings tab and the user had to select the field twice
• Fixed a bug where Case Notes from Boomtown would not always get appended as Case Comments in Salesforce
• Fixed several performance-related errors including SOQL errors, maximum stack depth, chunking errors, and CPU errors