OvationCXM - Product Updates

4 years ago11/30/2021

Salesforce Package 1.10

Release Date: 01/15/2022

In addition to adding several new features and fixing bugs from version 1.9.1, we also completed some significant application code refactors that have increased overall performance of the application. Here's a summary of the updates for version 1.10.

Features and Updates

Setup & Configuration

General

Configuration Tab

Mappings Tab

Workflows Tab

Data Components & Syncing

Bug Fixes

Alan Finlay

4 years ago11/29/2021

Bot & Virtual Assistant Updates

Release Date: TBD

Following our recent launch of our Virtual Assistants, we have added a number of new updates to continue to improve the overall experience from building through deployment and customer experience.

Building

Testing

Deployment

Customer Experience

Alan Finlay

4 years ago11/29/2021

Updates & Bug Fixes

Release Date: 12/15/21

CX Manager

Knowledge

SDK

Admin & Settings

Alan Finlay

4 years ago11/10/2021

Updates & Bug Fixes

Release Date: 12/02/21

With this release we are fixing a few bugs:

Alan Finlay

4 years ago11/9/2021

Official Launch of Bot Builder & Virtual Assistant

We are excited to announce the official release of the Boomtown Bot Builder, a new tool that allows anyone to build world-class, AI-powered Virtual Assistants (VA) on a no-code platform.

The Boomtown VA offers an out-of-the-box solution that can easily be customized to a business’ use cases. With our intuitive drag-and-drop User Interface (UI), builders can conveniently leverage building blocks to map out complex conversational journeys. Builders can also readily construct self-service menus to automate customer support requests within minutes, enabling agents to focus on Cases that require more of a human touch.

Boomtown VAs are simple to build, intelligent enough to surface the right Knowledge at the right time, and sensitive to the urgent needs of end-users. With our Bot Builder, our partners can create Conversational AI experiences that reduce support costs by up to 30% while delighting their customers with up to a 60% increased Net Promoter Score (NPS).

The Boomtown Bot Builder is truly a win-win for all parties involved.

What’s included?

We are excited to go live with the Boomtown Bot Builder as well as these features which will be the subjects of several upcoming release notes.

Paige Camerino

4 years ago10/28/2021

Updates & Bug Fixes

Release Date: 11/9/21

CX Manager

Knowledge

Bots

Mobile SDK

WebChat

Alan Finlay

4 years ago10/27/2021

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

4 years ago10/14/2021

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. 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

Alan Finlay

4 years ago10/1/2021

Updates & Bug Fixes

Release Date 10/12/12

Alan Finlay

4 years ago9/15/2021

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.

To learn more, visit the Help Center.

Prayas Tiwari

4 years ago9/14/2021

Updates & Bug Fixes

Release Date: 9/28/21

Alan Finlay

4 years ago9/13/2021

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

4 years ago9/13/2021

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

4 years ago9/8/2021

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.

fix We also fixed a bug where adding a Link to an Accordion would display an extra down arrow under the link.

Veronica Weisman

4 years ago8/31/2021

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

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

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

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

Alan Finlay

4 years ago8/4/2021

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 fix

Virtual Assistant improvement

Performance improvement

Salesforce Application improvement

We launched version 1.7.1, which had two updates

Alan Finlay

4 years ago8/3/2021

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

Virtual Assistant

Alan Finlay

5 years ago7/15/2021

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.

If you are looking to submit remote or field service requests to Boomtown Services in the new interface, here are a few articles to get you started:

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:

Salesforce App Updates

For additional details about the latest Salesforce app version, click here.

Performance & Stability

We continued to reduce the load time for screens across the application as well as enhance the reliability of our messaging across chat, email, and SMS.

We also added new functionality that allows teams to chat with customers with the Boomtown app open on multiple browser tabs at the same time.

Core Updates & Bugs

Alan Finlay

5 years ago6/17/2021

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

Support SDK

Just a few updates to our mobile Support SDK with this release:

  1. Fixed a bug related to saving a date/time field on Android
  2. Reduced the latency when screen sharing
  3. Slight updates to the styling of Knowledge in Android related to overlapping text and icons

Salesforce Application

Version 1.4 of our Salesforce application is launching that has a number of performance and UX enhancements. If you're interested in setting up our Salesforce application to sync your Customer, Contact, and/or Case data between Salesforce and Boomtown, let us know. Here's what's going live in 1.4:

  1. Updated our sync logic when triggered from a 'future method' in Salesforce to prevent Salesforce from throwing an error. This will allow the Boomtown application to sync data once the future method is complete.
  2. Added a new API call to Case creation to ensure that when Cases are created in Salesforce with no Account, it does not throw an error in Boomtown.
  3. Updated the custom field mapping modal with new field sort order and a taller UI to make it easier to find and map your desired custom fields
  4. Updated the Customer and Location name mapping so Boomtown Customer and Location names stay in sync if the Account name changes in Salesforce
  5. Updated our Contact mapping logic to auto-assign the correct Contact even when the Contact has not yet been synced (match against email, phone, and name)
  6. Updated our Workflow Rules to allow creating rules with lookup fields on related objects (e.g. a Case workflow rule can be evaluated based on the Account Owner)

Performance & Stability

Over the past few weeks, we have implemented some major enhancements to our communication infrastructure to create a more reliable and scalable solution. We will continue to enhance the performance of our communications over the coming months. We are also releasing a number of updates that will reduce load times for list views across the platform.

Core Updates & Bugs

Alan Finlay

5 years ago5/20/2021

Release Notes 5/20/21

This sprint, we added new features across Bots, Knowledge, and Communications as well enhancing performance and stability throughout the platform. Here’s what's going live next Thursday:

Virtual Assistant (Beta)

We are excited to introduce our brand new Virtual Assistant (“VA”) with this release. This is the culmination of many months of work and will ultimately replace all the various bot types that we have today (Concierge, FAQ, Scheduling, etc.). This will be your one bot to rule them all.

The Virtual Assistant is easier to build and maintain, more conversational, and has more functionality than our previous bots. Your teams will enjoy building it and your customers will love the experience.

We will set up individual sessions and provide you with documentation about how to build new Virtual Assistants, but in the meantime, here is a preview of what’s coming.

Building Experience

We completely overhauled the building experience and have made it faster and more intuitive to build, update, and maintain your Virtual Assistant. Our goal was to make building accessible to everyone. We replaced lists with a drag-and-drop interface and reorganized how we capture and display data, making it easier to design and follow conversation flows.

Flows & Conversation Nodes

We reorganized all of our bot topics into what we call, “Flows”. Flows are micro-conversations that are related to a single topic. Flows make it easy to build and track what your VA knows. They also allow customers to easily navigate between topics and return to previous parts of the conversation seamlessly.

We summarized all of our bot functionality into six core “Nodes.” Nodes are the building blocks of your VA and they allow you to quickly construct robust and dynamic conversations as well as trigger actions both inside and outside of the platform. A builder can drag and drop a node onto the canvas, connect it to another node with a click and have a conversation flow ready to go. It’s that easy.

Q&A Pairs

Generally, organizations have a list of common FAQs that they get asked over and over. Your new VA has a dedicated place to quickly capture these questions and answers and can deliver them to your customers at any time. This makes it easy to add new knowledge to your VA.

Intelligence

We built the VA with machine learning at its core. Your VA can better understand your customer’s intent when they ask questions and route them to the proper Flow, Node, or Q&A Pair based on what they asked. The more your customers use your VA, the better it will get at delivering the right answers.

Knowledge Templates

This release, we are introducing Content Templates for Knowledge Articles. Content Templates allow teams to create and save common Article frameworks (content + settings) to use as a base when creating new Articles. This allows you to quickly populate a new Article with the right settings, access controls, and content layout with a single click.

For users that have the correct permission, there is a new Templates button in the top navigation of the Knowledge workspace:

From here you can create new Templates and edit existing Templates:

When you create a new Article, you will be able to select from your existing list of saved Templates or create a blank Article:

We also made a number of additional small enhancements to Knowledge:

Communication Templates

We are releasing an update to our email Communication Templates for automated emails sent from Boomtown.

The update includes a simplified design to enable faster and easier updates to your automated communications. We added a new WYSIWYG editor and provided a larger layout for streamlined editing.

Alan Finlay