Service Desk
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Canned responses are added for email ticketing and rich text format compatible.
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On image upload by agent, a brief preview will be seen before sending.
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Updated cloud functions for the following items
1. Transferring a ticket 2. Adding collaborators 3. Function to get ticket transcript in HTML format
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Now outbound email for end ticket email can be configured.
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New fields added to ticket and agent reports.
Data Analytics
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Setting to choose analytics by Business Profile Identifier.
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Get Weekly reports on the basis of Business Profile Identifier.
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On-Premise support for both Business Identifier and the new Dashboards.
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Added Stepwise view of funnel on where users have dropped off.
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Health report includes infra health and replicas information with an hour level granularity.
NLP
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Added support for metadata filters and multiple tags in document cognition.
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Fixed several bugs related to document cognition parser
YM Partner App
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Notification inconsistencies are fixed.
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Added views for events, collaborators, error message display on UI
Support Agent & Chatbot SDK
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The agent app SDK opened from the “My Tickets” page by default. Now exposed a method to directly open a chat screen from the host app.
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Added push notification support.
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SDK is now in Sync with the Latest App Codebase.
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Multiple Chatbot IDs supported for Chatbot SDK
Surveys and Engagement
Notification Engine:
Supports pushing notification without campaign & audience data for on the fly audience systems. APIs are available.
Digi Spice integration:
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Digi Spice is integrated with the platform for sending SMS notifications. Currently supports MSG91, Twilio and Digispace
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Adding a better monitoring solution for scheduler workers
AMP email for surveys:
Survey dashboard now supports AMP email surveys.
Portal
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Now Profile can be accessed in Actions.
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Added Whatsapp Quick Reply Auto Validator and support for multiple text aliases for each quick reply.
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Whatsapp Orchestrator is supported with multiple numbers.
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Added Business Profile in the Step Settings to retain user inputs such as Name, Number, Email, and Location across all journeys
Telephony
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Agent Desk Integration with Telephony using Zoiper.
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Disconnecting the call if the bot doesn’t respond continuously for more than n times (Configurable for outbound calls).
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The number will be automatically deleted from the bot if no usage for 30 days.
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Telephony logs are now being pushed to Blobstore for the debugging purpose.
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Added authentication while accessing controller’s API from Telephone server through Voice Frontend.