Release Date: 08/02/22: 

CX Manager

Communications

• Fixed a bug where emails sent from the platform would sometimes display  symbols in the email threads
• Improved connection reliability of our chat, email, and SMS communication channels

Knowledge

• Fixed a bug that allows users to view an Article via Comments without errors
• Fixed a bug where a cloned Article would surface in a Knowledge search despite searching for the original; searches should now match correctly
• Fixed a bug where bulk adding Products and Tags to articles would remove them from Labels; Products and Tags should now be correctly applied to Labels whenever they are added in bulk
• Fixed a bug where Related Articles manually added to a Knowledge Article were not saving or previewing correctly on the Article 
• Fixed a bug where users were unable to remove a product associated to an Article

Admin & Settings

• Fixed a bug where Users with all-numeric User IDs were unable to see and use the 'User's Name (Me)' option when assigning Cases.  

We are excited to announce the beta release of an updated and improved Cases screen which is focused around improving performance, stability, and efficiency for agents handling Cases. These updates include the Cases List screen and the four panel Case View. 

The updates to the Cases screens include: 

• Faster load times and increased performance within Panels 1, 2, and 4
• New + buttons for objects in Panel 1 to allow users to quickly add new Locations, Contacts, Products, and Cases within the Case View 
  
• The ability to minimizing the Insights Panel on the Case List Screen
  
• Updating the "Search" tab in Panel 4 to "Knowledge" and the addition of a Knowledge search to the top of Suggestions tab
  
• Various styling updates

These updated Case screens are currently in Beta and will soon be released to the entire Boomtown community. If you're interested in joining our Beta group, please reach out to product@goboomtown.com to get early access.

Release Date: 07/19/22: 

CX Manager

• Fixed a bug where some Cases in a Resolved Status were not moving to a Closed Status after 14 days.
• Fixed a bug where some Cases were setting the Resolved Data on creation rather when they were moved to a Resolved Status.

Release Date: 07/07/22

We fixed two issues that were impacting users:

• Peridocially the Case Events timeline would not load when opening a Case and it would only show after refreshing the page
• Inbound emails with attachments were not always showing the body of the email in the communications panel

Release Date: 07/05/22: 

CX Manager

Communications

• Fixed a bug where emails sent from the platform would display  symbols in the email threads
• Fixed a bug on Automation Engine that prevented emails from being sent to Customers and Users
• Updated how secure links open in the Platform so they open in a new tab instead of opening in the existing tab 

Cases

• Fixed a bug where Cases set to Waiting for a specific set of time were returning to Ready status early without any input or change on the Case
• Fixed a bug where users were not required to input a Waiting For reason when setting a Case to Waiting even though the field is marked as required
• Fixed a bug where setting a Case’s Resolution Status to Unresolved moved the Case directly to Closed instead of moving it to Resolved
• Fixed a bug where the timestamp on the Events panel of Cases would be slightly cut off on small monitors and/or 720p resolutions
• Fixed a bug where the type-to-search for Owner Users on Cases was not working when using the Assign a Case action
• Removed the Customer Name prefix from the top of the Customer Location panel to reduce confusion for Users
• Fixed a bug where clicking on a Case card in Global Search would sometimes not open the Case

Knowledge

• Fixed a bug in the external Knowledge Library where Labels and Sub-Labels were sometimes misaligned
• Fixed a bug where H2 headers in the Articles editor were not wrapping correctly
• Fixed a bug where the What's In this Article section could break in the modern theme and become un-scrollable and overlap with other elements on the Article
• Fixed a bug where the main Edit Toolbar in Articles would sometimes disappear when a sub-toolbar menu was expanded

Smart Buttons (Web & SDK)

• Added a feature to enforce a customer selection on the SDK configuration to make sure customer-dependent SDK workflows do not break at runtime
• Fixed a bug where changing the Route Issue To field on WebChat Configurations didn’t save consistently

Virtual Assistants

• Updated the Last Trained date/time format to make it easier to quickly read

Integrations & APIs

• Fixed a bug where Cases created through the Phone APIs were not always creating Cases attached to Customers that matched the phone number passed via the API but instead creating a dummy Customer in the platform

Reporting & Dashboards

• Fixed a bug where the Sponsor Org, Sponsor Team, and Owner User filters in the Reporting Engine were showing blank picklist options
• Fixed a bug where IDs (tag, label, etc.) were previously not rendering in the exported report

Release Date: 06/21/22

Knowledge

• Fixed a bug that prevented Knowledge Editors from nesting lists in Articles upon indenting
• Fixed a bug that prevented Editors from changing the formatting of ordered sublist without affecting the entire ordered list

Journey Orchestration

• Fixed a bug so when you select an Alert Template under Send Email to Customer in the Automation Engine, it now saves the correct template and will send it to the Customer when the Automation runs

Smart Buttons (Web & SDK)

• We released new versions of all SDKs and mobile applications that have enhanced chat performance and reliability

Virtual Assistants

• Made some UI change to builder Nodes, giving them rounded corners as well as updated styling for the Start and End Nodes
• Made further UI changes to User Response Nodes, ensuring that the grey background is full width of the Bot Message node
• Updated the outline color of Nodes and the connector lines on button click

Reporting & Dashboards

• Fixed a bug where filtering a report by the "Resolved" or "Created" field included a non-optional time stamp. The timestamp is now optional with these filters.

Admin & Settings

• Fixed a bug where the Unsecure File Types field in Settings was not allowing Unsecure Files of the types specified to show in the Platform

Release Date: 06/07/22 

CX Manager

Communications

• Updated the email CC field on the Communication Panel of Cases to display the CC recipient’s name and email address
• We added email validation to the CC email field on the Communication Panel of Email Cases to ensure only proper emails are input into the CC field
• Updated how inbound email images are stored to fix an issue where some email clients would display certain images in outbound emails as broken images

Cases

• Updated our Case workflows so when a Case is reopened, the Owner User on the Case will be removed, returning the Case to the Unclaimed queue to ensure that the Case does not get missed due to shift changes, vacations, etc.
• Fixed a bug where some screens in the Platform were not scrollable using the mouse scroll wheel

Knowledge

• Fixed a bug that caused the KB Activity Report to fail when running

Virtual Assistants

• Updated our Virtual Assistants to automatically leave the conversation once a Boomtown user begins chatting with a customer. This is a feature that must be turned on (Bots > Settings > Advanced > Turn on Conversation Halting for either User Chat or User Join or Both).
• Fixed a bug where Articles clicked in webchat were not always opening to display the Article content
• Added the ability for bots to seamlessly route conversations across organizations when working with Service Provider Organizations

Release Date: 05/24/22

CX Manager

Communications

• Fixed a bug where emailing into a closed case sometimes didn't create a new Case
• Fixed a bug where incorrect character symbols were displaying in email threads coming from Boomtown
• Fixed an issue where secure emails sent into a Case were not displaying properly in the Communication Panel

Cases

• Fixed a bug where customizing the Page Layout for a Customer Location did not update the layout when viewing a Location from the Case screen 
• Fixed a bug where Work Order submissions sometimes created two Work Orders on submission

Knowledge

• Updated the external Knowledge Library so when an unauthenticated user goes to an Internal Article it displays a message saying they do not have access to that content. Note that if there are Public Articles in the same Label, that user will be routed to the Label instead of the Article.

Integrations & APIs

• Fixed a bug where API cases imported as "Closed" were displaying incorrectly in RD4

Reporting & Dashboards

• Pushed an update to wipe the Resolved Timestamp on a Case that gets reopened to allow the Case to capture the new Resolved Timestamp when the Case is resolved again. 

Admin & Settings

• Fixed a bug where a TypeError was being shown when editing a Work Order Layout

Performance

• Optimized load times for the Customers list screen

Release Date: 05/10/22 

CX Manager

• Fixed a bug where setting a Case to Waiting, Return to Team (and not Owner User), didn't reassign the case to the Team when waking
• Fixed a bug where sometimes emails sent from a Case with multiple in-line attachments were not showing up in the Communication Panel of the Case

Knowledge

• Editors can now add captions to images, videos, and media in Articles
• You can now export Articles to PDF and the text and tables will not get split between pages
• The Events Timeline has been updated to include filters that allows the Knowledge Manager to filter to certain event types depending on their needs. Events can be turned on and off as needed.
• You can now resize images by typing in pixel size rather than only drag and drop
• The 'Last Updated' timestamp on Articles now reflects the last time the Article was updated. For published Articles this will reflect the last time the Article was Published. for Drafts it will show the last time the Article was edited and saved as a Draft. 

Integrations & APIs

Connectors

• Updated the authentication of our Seismic connect to ensure that connections remain consistent

Admin & Settings

• Fixed a bug where users were unable to create and edit tags with the Manage Tag permission.

Performance

• Reduced load times of the Case and Customer list screens

Release Date: 04/25/2022

In addition to adding multiple new features and fixing bugs from version 1.11, we have also added multiple UI/UX updates, significantly increasing the performance of the integration. Here's a summary of the updates for version 1.12.

Features and Updates

Boomtown Error Log

• Added a Boomtown Error log tab to make the basic debugging easier. 
• The Boomtown error log stores any error encountered in the sync between Boomtown and Salesforce in either sync direction. 
• Retry the failed salesforce to boomtown requests by selecting and clicking on the Retry button on the error log. 
• The error log records and shares the following data points: 
  • Object name: Name of the sync object this error in which this error was encountered (Case/Account/Contact) 
  • Date/Time: Date and Time when the error was encountered.
  • Sync Direction: Boomtown to Salesforce/Salesforce to Boomtown
  • Record description: Case Name/Account Name/Contact Name
  • Record ID: Salesforce/Boomtown ID for the record.
  • Status code: Status code or the Exception ID for the error. 
  • Error message: Detailed error message.

Setup & Configuration

General

• Added defensive code to handle 429 rate-limit responses. 
• Added descriptions throughout the app to more clearly describe how the app works

Configuration Tab

• Added a config file upload/download option. You can use this option to download a JSON file with all the settings in the general configuration tab, mappings tab, and Workflows tab. This JSON file can be used as a backup for all your configurations and can be uploaded to restore all the settings. 

Workflows Tab

• Added an option to set Record Type IDs on Accounts and Cases workflows. Only records with that Record Type IDs will be synced between Salesforce and Boomtown. This filter will be checked before any other workflow rule in the 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 where a Case was added on Boomtown on a new Customer and then synced to Salesforce to create a new Customer on Boomtown post-Sync.
• Fixed a bug where the Case insertion throws a Row Lock error.