Updates & Bug Fixes

Release Date: 11/9/21

CX Manager

• Fixed a bug where custom fields with the Type = Date did not filter properly when using Case Filters and Views
• Fixed a bug where switching between different Kanban Case Views didn't update the Case List to the new Kanban view selected

Knowledge

• Fixed a bug where the 'Open in New Tab' toggle was not showing when adding a link to a Knowledge Article

Bots

• Bot Builders can now leverage the "Route Conversation" Action Node to allow end-users to leave a message for Teams outside of hours of operation. This radio button will override global timeout behavior so the Case will stay open for agents to respond the following day during hours of operation.
• Updated Entities to relate to the Organization instead of a specific Bot. This will allow teams to leverage Entity data across multiple Bots and on Cases in the near future
• Fixed a bug where cloning a Virtual Assistant Bot was not cloning all Flows
• Fixed a bug where errors indicators would incorrectly appear on Nodes when you first opened a Flow

Mobile SDK

• Fixed a bug where Issue Creation Forms were not always routing to the correct team
• Fixed a bug where the Sponsor Team field was not properly syncing between the SDK Configurator and the Advanced JSON tab.

WebChat

• Fixed a bug where WebChat Cases were being created with blank Sponsor Teams for Service Provider Organizations
• Fixed a bug where the Route to Team picklist sometimes failed to route a chat to the correct Team

Alan Finlay

Visual Status Indicators Added to Outbound Chat Communications

Release Date: 10/27/21

We've updated the UI within our communication panel on Cases to show additional visual indicators when a user sends an outbound chat message from a Case. This will provide users with valuable indicators to understand if the message they sent is still sending, has sent, or failed to send.

When a message is being sent, the message will show a status in the top right to indicate if the chat has sent. The status will move from Sending to Sent and then afterwards show the timestamp of when the message was sent.

If a message does fail to send, the message will show as Failed and will offer the user the opportunity to Retry sending the message or to Cancel sending that message.

Lastly, if for some reason the user loses internet connection, we've added visual feedback in the communication panel so the user understands their network connection is down.

Veronica Weisman

Updates & Bug Fixes

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.

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

Alan Finlay

Updates & Bug Fixes

Release Date 10/12/12

• Fixed a bug where an error displayed when trying to run a filter on Cases with both a filter for Category and Tags
• Fixed a bug where certain automated email notifications were showing two logos instead of one
• Fixed a bug where setting a link in a Knowledge Article to open in a new tab didn't open the link in a new tab
• Fixed a bug where the count of open Cases in the Customer Panel on the CX Manager view would display 0 instead of the total number of open Cases for that Customer
• Fixed a bug where password recovery emails were not always sending

Alan Finlay

Quick Access for Active Phone Call

Release Date: 9/28/21

One of the most rigorous tasks for a user is to answer calls and then navigate to the respective Case for the active call. Previously, whenever a user picked up a phone call, Boomtown used to redirect the user to the Case immediately. While it gets the Case in front of you immediately, it takes away focus from anything you were doing before picking up the call.

With this update, we are introducing an Active Phone Call Tile on the navigation bar. This tile appears whenever the user picks up a phone call and it stays there until the call is disconnected. The user can click on the tile anytime to navigate to the Case linked to the active phone call.

Prayas Tiwari

Updates & Bug Fixes

Release Date 9/28/21

• Updated the Case Events Timeline to show the Form Completed Event when a Form is submitted from WebChat or Support SDK. This allows easy access to the Form data with a single click.
• Fixed a bug where Case Creation Forms submitted from WebChat and Support SDK created a Case with the title showing 'Invalid Case #REFID'. It now shows '[Case Type] #REFID' until it is given a Case Name.
• Fixed a bug where duplicate events were posted to the Case Events timeline when a survey was sent to a customer
• Pushed an update to allow Service Provider organizations to use the custom Case tags that are set up by the Sponsor organization on a Case
• Updated our Zapier Integration to enhance our data syncs for Customers, Contacts, and Cases.
• Fixed a bug related to time zones where scheduled event times were showing incorrectly when communicating with customers via automated messages.

Alan Finlay

Support SDK Appearance Customization Update

Release Date: 9/14/21

More SDK customization options in the cloud

Previously, all appearance customization to the Support SDK screens had to be done inside your application. While this is easy enough to do, it becomes more complicated as you want to make quick updates outside of release cycles.

With this update, we have added JSON to an Advanced Configuration tab where you now edit options like colors, lines, spacing, and more to fully customize the look and feel of your SDK without having to push a new app version.

Change a color, hit save, and the updates will be immediately available to your customers.

Alan Finlay

Bug Fixes

Release Date: 9/14/21

We fixed three bugs:

1. Fixed a bug where the Case Scheduled token was broken in Alert Templates
2. Fixed a periodic Out of Memory error with our APIs
3. Improved chat tile processing speed so they show up faster
4. Fixed a bug where certain forms were not saving some responses when the form was completed
5. Fixed a bug where users were receiving 'New Activity' email notifications when they had that notification disabled

Alan Finlay

Restrict Which Users Can Edit Specific Knowledge Libraries

Release Date : 9/14/2021

You now have more flexibility to define which users can create, edit, and publish articles in specific Knowledge Libraries beyond the overall Knowledge Permissions assigned to the user role. With the new Restrict Editors To: field on the Library Settings page, you can now designate a subset of users in your organization who can create and edit Articles in a Library.

To learn more, visit the Help Center.

Veronica Weisman

Salesforce Integration Enhancements

Here's a summary of the updates we have released to our Salesforce integration over the past 2 months.

Version 1.6 was released to the AppExchange on 6/18.

With this release we added new performance and UX enhancements as outlined below.

Custom Field Mapping Modal

1. Made the custom field mapping modal taller to avoid picklists going off the bottom of the screen
2. Updated sorting for the Boomtown API field picklist to be alphabetical
3. Update the sort order of the Salesforce field picklist to be alphabetical

Future Method Update

Salesforce does not allow batches to be triggered from future methods for third-party applications. We have updated our application to delay the batch updates from the Boomtown app until after the future method is completed in order to avoid these errors.

Skipping Unneeded Batch Updates

We added a performance enhancement that is an additional check on the workflow rules to first check if any of the mapped fields changed. We will only call the data sync if the change on the record is for a field that is mapped. Otherwise, we skip the sync since no data will transfer between systems.

Account Name Mapping Update

We updated the Account Name mapping to update both the Boomtown Customer Name and the Boomtown Location name. If the Salesforce Account Name changes, the Customer Name and Location Name will remain in sync between Salesforce and Boomtown.

Enhanced Contact Mapping

We enhanced our Contact mapping for when Cases are synced from Boomtown to Salesforce and Contact records are not synced. If the Boomtown Case is related to a Contact that is not synced, we will check the email, phone number, and name of the Contacts on the related Account to see if we can find a matching Contact. If one is found, we will relate that Contact to the Case in Salesforce. This increases the likelihood that Contacts in Salesforce will be appropriately tagged even when Contact data syncing is turned off.

Additional Control Over Case Comment Syncing

We added an additional field on the Mappings tab that allows users to select the direction of how Case Comments get synced. You can set comments to not sync, unidirectional, and bidirectional. Case Comment syncs are still only triggered when Case Workflow Rules evaluate to true.

Additional Mapping Options for Lookup Fields

You can now use Lookup Fields in your Workflow Rules (previously hidden). This will provide additional flexibility for building custom Workflow Rule logic.

Version 1.7.0 was released to the AppExchange on 7/14.

This is a minor release that had a few bug and performance enhancements.

Updated Custom Field Data Sync on Initial Case Creation

Previously custom field data would only sync after the record was created and then updated. We updated this workflow so custom field data syncs from Salesforce to Boomtown on initial record creation. We also fixed a bug where this was causing fields in Salesforce to become blank after the sync back from Boomtown.

Added Flex Queue Check

We added an extra check on the data sync to make sure that adding the batch job to the flex queue will not push it over the 100 job limit that Salesforce imposes. If we find that the batch job will push the Flex Queue past 100 jobs, we will skip the sync for those records. In the future, we will add a queue mechanism to hold those syncs until after the Flex Queue has returned to lower levels.

Test Classes

We updated our app for test classes. We added a check for the existence of custom settings in our code and test environment. This will allow organizations to run automated tests that include our managed package.

Other Small Updates

• We found that in the Performance Edition of Salesforce, the standard Subject field was not available as one of the field mapping options. We updated our logic to ensure this field is accessible as a mappable field and will also appear as the default mapping option from Boomtown Case Name when the app is installed.
• We fixed a bug preventing organizations from changing the tokens and keys once the app was configured.

Version 1.7.2 was released to the AppExchange on 8/4.

• Fixed a LimitException when too many queuable jobs were added to the queue from simultaneous background processes
• Fixed a bug preventing new tokens from saving in some Salesforce environments

Version 1.8.0 was released to the AppExchange on 8/11.

• Updated our sync logic to queue requests coming from a Batch in the same way we queue requests from Future Methods
• Updated the app with a performance enhancement making the evaluation logic 13% faster

Version 1.9.1 was released to the AppExchange on 8/31.

• Moved all bulk changes to a new queueable class that will trigger earlier in the code flow
• Additional performance optimization on syncs from both single and bulk edits

Alan Finlay

Release Notes 8/17/21

As a reminder, we recently updated our product delivery process and we will now be releasing new features, updates, and fixes every two weeks going forward. Releases will happen on Tuesday nights.

This release has some bug fixes, performance updates, and Virtual Assistant enhancements. Here's what's going live on 8/17:

Core Updates & Bugs fixe

• Fixed a bug causing some Knowledge Articles to not display in the external knowledge base
• Fixed a bug where the back button wasn't retaining saved filters and views on the Cases screen
• Fixed a bug where File Upload fields on external forms were showing up as a text field
• Fixed a bug where Product Lists on Articles were showing the Product Index (all Products) instead of an Organization's Product List
• Fixed a bug where the File Added Event was sometimes being shown twice on the Case Events Timeline
• Fixed a bug where duplicate emails were sending for some events
• Updated the Events Timeline to show the user who made each update
• Updated Location Layouts to show Standard Organization Layouts when viewed as a Service Provider
• Fixed a bug preventing large forms from being properly cloned
• Fixed a bug where emails containing curly brackets ({ or }) would prevent the emails from displaying properly
• Updated the RingCentral integration to automatically resolve Cases for abandoned calls

Virtual Assistant improvement

• Added the ability to attach Knowledge Articles to Bot Responses
• Added ability to optionally append data to fields instead of overriding field data
• Enhanced our Q&A (Question and Answer) functionality to better match user inputs and deliver accurate results

Performance improvement

• Updated the process for receiving and displaying chat tiles and new chat messages to load faster
• Made a number of updates to our list queries to reduce the load time for Case and Customer screens

Alan Finlay

Release Notes 8/3/21

With this release we have updated our product delivery process and we will now be releasing new features, updates, and fixes every two weeks going forward. Releases will happen on Tuesday nights.

We kicked off the new process with some bug fixes, performance updates, and Virtual Assistant enhancements. Here's what's going live next Tuesday:

Core Updates & Bugs

• Fixed a bug causing some Knowledge Articles to not display in the external knowledge base
• Fixed a bug that prevented some users from filtering Cases by Tags
• Updated the File Added Case Event to show the names of the files added in the Events Timeline
• Fixed a bug preventing the automated Case Resolved emails from sending
• Fixed a bug where products get added to the Case Description field when cloning a Case
• Fixed a bug causing the SDK to crash when selecting some picklist values on form fields
• Added logic to queue incoming simultaneous requests from Salesforce to prevent duplicate records from being created in Boomtown
• Fixed a bug causing periodic timeouts in Knowledge
• Increased a limit where Forms could only show 500 fields in the UI (they can now have up to 1,000 fields)

Virtual Assistant

• Added new default Flows that get created with each Virtual Assistant to streamline the building process
• Integrated Questions and Answers (Q&As) with the core bot intent matching logic
• Added the ability for bots to append data to fields in addition to replacing data in fields with the Data Capture Node
• Updated the bot builder interface to allow users to minimize the left and right panels for more visual space when designing and building flows
• Added the ability to add multiple End Nodes to a Flow
• Fixed a bug where the edit panel didn’t disappear when you navigated from Flows to a new section within the Bot console

Alan Finlay

Release Notes 7/15/2021

This release we are updating our URLs so all users will now log into our new interface. We are also launching an update to our SDK configurators and a number of performance updates and bug fixes.

URL Update to New Interface

With this release, we are updating the URLs for our new and old web app interfaces.

When you log into app.goboomtown.com, you will now log into the new interface. No action is needed on your end. There will be no changes to app-new.goboomtown.com so if you have SSO set up it will continue to function as it does today.

If you still need to access the legacy interface, it will remain available to use. Please reach out to your primary point of contact or email us at product@goboomtown.com for access.

For anyone that hasn’t already started using the new interface, we have created a new knowledge base to help with the transition, which can be accessed at https://help.goboomtown.com.

WebChat & Support SDK

With this release, we are making it even easier to integrate, update, and customize your in-app customer experience. We took the customizable JSON where you can edit text, colors, spacing, and all other appearance changes to your SDK, and moved that code to the SDK configurator in the cloud. This means that you can now make changes to your SDK’s in-app appearance without having to release any new code or release a new version of your app.

Other WebChat and SDK Updates:

• Fixed an issue where the Route to Team field was not working correctly on WebChat and SDK
• Updated some dark mode default colors to allow the SDK to work in dark mode off the shelf
• Fixed a bug that periodically prevented you from downloading the SDK JSON configuration file from the configurator
• Added Journeys as a new home screen options for the SDK to display active journeys to your customers and easily keep them informed throughout the experience

Alan Finlay

Release Notes 6/17/2021

With this release, we are adding new features across Journeys, Knowledge, and Core Workflows as well as enhancing performance and stability throughout the platform. Here's what's going live on 6/17:

Customer-Facing Journeys

There are two customer journey updates going out with this release.

1. We are introducing new Journey APIs. These APIs will allow teams to create and orchestrate journeys programmatically and integrate these experiences with existing workflows.

2. We are launching a customer-facing journeys interface that will allow you to provide complete visibility to your customers so they always know where they are in a process and what comes next. These journeys can be delivered via webChat, the Support SDK, or a link via email.

Knowledge

We added a new component to our Knowledge Articles that allows users to set and save the order of Related Articles with a drag-and-drop interface. The list of Related Articles will appear in this saved order on the internal and external views of the Article.

We made a few other small updates to Knowledge including:

1. Updated the Related Article search to have a more robust matching logic on the Article name
2. Updated Knowledge Labels to allow users to put '/' in the name without hiding the text after the '/'
3. Fixed a bug where adding an Article avatar would add an extra line to the Article editor

Alan Finlay