Release Date: 09/01/22

CX Manager

Cases

• Tag Field Dependencies - We've updated our Case Tag functionality in the Platform to allow organizations to define which Case Tags should show when a specific Category is selected. When setting up Case Tags, organizations can define a list of Case Categories these Case Tags should show for. If no Categories are listed, the system will function as it does today and the Case Tag will show for all Categories. This functionality will allow organizations to be more granular with their Category and Case Tags to provide better reporting on the types of Cases they receive. Note this is only on the new Cases screens.
• File Upload UI - We updated the File Upload functionality on Cases to remove the File Type field and allow drag and drop from your computer into the File Upload field (note this is only available on the new Cases screen). Note this is only on the new Cases screens.
• Open in New Tab - We've updated the Platform to allow users to open content in a new browser tab via CTRL + click (windows), CMD + click (mac), or right click and then selecting Open in a New Tab for specific activities.  This include opening the Settings menu (Avatar in top right > Settings), Chat Tiles, the Case Cards from My Work (only accessible on the new Cases screen), The Case Cards from the Case List  (only accessible on the new Cases screen), Customer Cards in the Customer activity (only accessible on the new Cases screen), and Historical Cases in the first panel of the Case (only accessible on the new Cases screen). Note this is only on the new Cases screens.
• Events Line Spacing - We updated the Events timeline to retain and show line spacing that users input for Notes, Case Description, and Troubleshooting Notes field to make these long text field content easier to read. Note this is only on the new Cases screens.
• Fix an issue with the calculations on the Insights tab for the Sovled Cases section, which will make the data more accurate going forward
• Fixed a bug where resolving a Case set to Waiting caused the status of the Case not to turn to Resolved for reporting/dashboards
• Fixed an issue where users were unable to refresh a Case View/List that had zero results

Knowledge

• Fixed a bug where bulk sharing or un-sharing articles wouldn't save; articles that are shared or un-shared from Organizations should now properly save
• Fixed a bug where the line spacing between search results in the external Knowledge Library was incorrect
• Fixed a bug that prevented the KB Activity Report from running when selecting a date range that spaned months (9/6 release)

We are excited to roll out the new Knowledge Editor which boasts a single-panel layout and offers a more streamlined user experience.

To improve the experience of writing, editing, reviewing, and configuring articles on our Knowledge Editor, we optimized for two drivers: usability and productivity.

• Focused Workspace - we moved to a single-panel layout for more editorial real estate and a more intentionally arranged right pane which can be minimized or expanded as needed
• Article Details - tabs are used on the right pane to organize article activity and metadata into natural groupings for better navigation and a cleaner look
• Events - the Article Events Timeline can be found in its own tab and can be filtered, paving the way for future updates in support of auditing use cases
• Session Timeout Recovery - if unsaved changes are made to a draft and a session times out, those unsaved changes will be retained, and the user will be prompted to apply those changes upon launching the next session
• Preview Screen - created a new preview function to accurately display the Article preview inside the application

This set of changes provides the scaffolding for future changes to come, from further Event logging enhancements to new features in To Do such as Article Approvals.

Please email product@goboomtown.com if you would like access to the new Knowledge Editor.

Release Date: 08/19/02

CX Manager

Cases

• Fixed a bug where duplicate events were showing on the Case events when a Case was escalated or de-escalated
• Fixed a bug where the status on Contacts was showing incorrect values

Communications

• Added the ability for users to add multiple quick replies to one response in the Communication channel composer (panel 3 of the Case screen)
• Improved connection performance of our chat, email, and SMS communication channels
• Fixed a bug where the first message sent by a virtual assistant was sometimes not displaying to users in the Case in the Communication panel (panel 3 of the Case)
• Fixed a bug where some outbound SMS messages were not being received by external users

Knowledge

• Fixed a bug where bulk sharing or un-sharing articles wouldn't save; articles that are shared or un-shared from Orgs should now properly save

Smart Buttons (Web & SDK)

• Fixed a bug where the unread message counter on webchat would sometimes show more unread messages than were actually there.

Admin & Settings

• Fixed a bug that prevented new Products added to the Product Index from showing in search results immediately after adding
• Fixed a bug where the Default Team picklist in Settings was only showing the first 25 teams in an Organization

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