January 2022

31-Jan-2022

Release date: 31-Jan-2022

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

Conference

  • Conference Plugins now have the additional option to customize the default Mail title and Mail text for invitation emails sent by Engage. These values are used as defaults when scheduling an Appointment, but they can be customized for each schedule.

Permissions

  • Introduced new permission: Live Chat: See triggered Action and Routing rules. This permissions allows users to see which Action and Routing rules were triggered for any conversations in the Live Chat.

Improvements

Conference

  • Users can now see the full name of devices on hover over in the Audio settings.
  • Participants attending from a Mobile device now can see an indication on the UI when a new Breakout room is created by the Moderator. Indication can be found on the User icon.
  • Creation of new customers in the Conference->Customers tab is only possible by using proper formatting for Emails and Phone numbers.
  • Enabling Limit backgrounds feature now disables and removes all previously uploaded or used custom backgrounds.

System Messages

  • Mandarin language have been divided into Mandarin (traditional) and Mandarin (simplified) in or to provide a more fitting experience for Mandarin speaking end-users.

Fixes

  • Conference sidebar can properly scrolled even in case of high participation.
  • Android devices now correctly display Whiteboard, Document Co-Browsing and Co-Browsing during Conference sessions.
  • When a messages was seen by an end-user, it is now correctly indicated in the Live Chat for the Agent with Checkmarks.
  • Team members are now added only if dialog is properly saved. Canceled events do not end up saved.
  • Pressing enter while renaming a Breakout room now correctly saves the changes and closes the dialog.

17-Jan-2022

Release date: 17-Jan-2022

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

Action Rules

  • New condition can be additionally enabled for Action Rule Send Flow: Only execute "Send Flow" IF Conversation is Unassigned OR in Done. By enabling this feature Chatbots send Flows only if the Conversations is Unassigned and Unresolved. Visitors who are assigned to an Agent will not see additional Flows even if they visit different pages where a proactive Chatbot is configured.

Conference

  • Additional indicator is visible on Video tab when recording is active.

User Settings

  • Play a sound in an interval when there are users in the waiting room option is now available. This setting lets Moderators hear a notification sound in an interval to make sure they do not miss any participants when they are waiting in the waiting room.

Flows

  • User Input elements can now be optional. In order to configure a User Input element as optional, select the User Input element in the Flow bilder and check the Make customer input optional checkbox.

Improvements

Live Chat

  • Visited Pages (last session) now displays all visited URLs with timestamps from the moment a visitor interacted with the Chat. This way Agents can see at which point did the visitor decide to ask for help.

Fixes

  • Conference list entries are not shown as clickable.
  • Conference recording does not stop after 10 minutes even with inactive participants.
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