December 2021
22-Dec-2021
Release date: 22-Dec-2021
This release will automatically update the platform with new features, improvements, and fixes for on-demand users, and requires manual updating for on-premise users.
What's New
System Message Languages
- The following languages have been made available for system messages:
- Arabic
- Indonesian
- Hebrew
Conference
- Admins have now the option to limit the default Video backgrounds both for Moderators and for participants. Find Limit backgrounds feature under Plugins->Conference->In-Room Features. Once it is enabled, both Moderators and participants can use only Slight Blur or no backgrounds.
Fixes
- Agents are not displayed both as online and offline at the same time with poor network.
- Recordings of Co-Browsing or Conference sessions are now visible for Agents in Live Chat right after the recording is available.
- If Participants arrive early or late to Conferences, the displayed time is now according to the Participants time zone.
- Conferences initiated from a Live Chat conversation can now be correctly ended just as instant or scheduled Conferences.
- When Waiting room feature is enabled, Moderators are notified of new participants even if Moderators are in Breakout rooms, and not in the main room.
- Agents do not lose Co-Browsing session control if they upgrade an ongoing Co-Browsing session to Video Conference.
06-Dec-2021
Release date: 06-Dec-2021
This release will automatically update the platform with new features, improvements, and fixes for on-demand users, and requires manual updating for on-premise users.
What's New
User Settings
- Each Audio Notification has now additional configuration options:
- Always – Audio Notification is enabled independently if Engage tab/window is inactive or active
- In inactive tab/window – Audio Notification is enabled only if the Engage tab/window is inactive
- In active tab/window – Audio Notification is enabled only if the Engage tab/window is active
Improvements
API
- Using the Create a new user API without providing a password sends an email invitation.
- Providing a password will send a welcome email.
LiveChat
- New permissions have been introduced in order to easily separate responsibilities and rights of Agents.
- See all conversations
- Allows the user to see all conversations
- See conversations assigned to me
- Allows the user to see conversations which are assigned to the user
- See conversations assigned to my team
- Allows the user to see conversations which are assigned to anyone in the same team
- See conversations assigned to any teams
- Allows the user to see conversations which are assigned to any teams
- See unassigned and in queue conversations
- Allows the user to see all conversations which are unassigned and all conversations which are in queue.
- Show Forms results
- Allows the user to see Forms results in Live Chat and Feedback submissions
- Show only recordings where user labels are matching
- Restricts the user to recordings where the user labels are matching (user recorded the session/call)
- See all conversations
- Admins now able to see which Action Rules and which Routing Rules are triggered for Customers as part of the Live Chat thread.
- Agents now see Agents names next to each sent message to provide a clean overview of which message was sent by which Agent.
Fixes
- Instable network connection does not change Agents’ availability state.
- Searching for System messages does not skip any matching results.
- Universal Co-Browsing ignores now the empty space at the end of URLs.
- While creating Routing Rules it is now indicated if any Flow, System message etc. needs to be provided.
- After a successful Password reset users now see in green “Password changed!” confirmation message.
- Fixed the issue where multiple action rules are triggered displaying incorrect information.
- TextBlocks without Team assignment are now displayed to all Teams correctly.