Release Date: 10/26/21

While we continue to work on a major platform performance enhancement and the launch of the Automation Engine, we will be releasing a few small updates:

Bots

We added a feature on the "Route Conversation" Action Node to allow end-users to leave a message for agents outside of hours of operation. This option will override global timeout behavior so the Case will stay open for agents to claim and follow up on the following day when they are online.

Knowledge

We updated our External Knowledge Base login functionality to allow users to log in with SSO instead of requiring a username and password. This will also streamline linking to internal Articles for users that are not already logged in. When a user tries to access an internal Article and they are not logged in, they click login and it will open a login page. After logging in (either with username and password or through SSO), the user will be redirected back to the link where they came from.

Webchat

Fixed a bug where public Knowledge Articles shared from a bot were not always loading inside Webchat depending on the customer's cached data.

CX Manager

• Fixed a bug preventing users from adding Notes to Cases when switching between historical cases from panel 1 of the Case
• Fixed a bug where billing subscriptions would periodically fail due to invalid emails
• Fixed a bug where scheduled events were showing incorrect time zones when sent via text message