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)

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