4 years ago11/30/2021 [**Salesforce Package 1.10**](https://changelog.ovationcxm.com/salesforce-package-1.10-1TGnQc) _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** - Removed the Home tab - Added descriptions throughout the app to more clearly describe how the app works **Configuration Tab** - Added a master on/off switch to the application so you can quickly turn off all data syncing without changing any workflows or mappings - Added a read-only Integration ID field on the Configuration tab to show which Boomtown integration you are connected to. This is helpful during troubleshooting or when changing environments. - Add the ability to stop an initial Sync once it is in progress. **Mappings Tab** - Added the ability for users to delete mapped custom fields on the Mappings tab - Updated the default mappings to simplify the initial setup and configuration - Updated field labels from Issues to Cases on the mappings tab to reflect the latest Boomtown product language - Added a Save Mappings button on the Mappings tab to be more consistent with the rest of the tabs that have save buttons instead of auto save - Updated the Sync Direction dropdown to a disabled state on the Mappings tab where there is no Salesforce field selected **Workflows Tab** - Added the ability to name Workflows to make it easier to remember what each Workflow does - Added the Active Boolean to the main Workflows tab so it’s quicker to see if a Workflow is turned on or off **Data Components & Syncing** - Updated the app to automatically sync Contacts on Accounts (if they match the Contact Workflows) when an Account is first synced to Boomtown - Updated the Troubleshooting Steps and Resolution Notes fields to be Text Long fields instead of Text fields so that we can pass more than 256 characters from Boomtown to Salesforce in these fields - Updated the Boomtown ID fields in Salesforce to not be unique in order to allow Salesforce to have duplicate Account data without throwing errors - Updated the application timeout limit from 10 seconds to 28 seconds to prevent any possible timeouts on data syncs - Added several performance updates across all parts of the application to significantly reduce processing time and speed up the data sync process # Bug Fixes - Fixed a bug when a Case moved from one customer to another in Boomtown it didn’t always update to the correct Customer in Salesforce - Fixed a bug preventing Date Fields from being mapped from Boomtown to Salesforce - Fixed a bug where Accounts wouldn’t get synced from Salesforce to Boomtown when a non-mapped field was the trigger that executed the workflow rule. - Fixed a bug that prevented our app from working in debug mode - Fixed a bug where the Boomtown Case URL field was only showing the Case ID and not the full clickable URL - Fixed a bug where having two parenthesis in the Filter Logic field on a Workflow would cause an error. You can now use nested logic. For example, (1 AND (2 OR 3)). - Fixed a bug where the data from the Boomtown Product field would only display a single product in Salesforce rather than the full list of related Products - Fixed a bug where updating records in Salesforce before adding the details on the Configuration tab would cause errors in Salesforce - Fixed a bug where having a field on the Mappings tab that had a sync direction set but no field mapping would cause a nullPointerException error - Fixed a bug where the Salesforce ID was not always being saved to Cases in Boomtown when the Case originated from Boomtown - Fixed a bug where adding a new custom field mapping didn’t save the field on the mappings tab and the user had to select the field twice - Fixed a bug where Case Notes from Boomtown would not always get appended as Case Comments in Salesforce - Fixed several performance-related errors including SOQL errors, maximum stack depth, chunking errors, and CPU errors Alan Finlay 4 years ago11/29/2021 [**Bot & Virtual Assistant Updates**](https://changelog.ovationcxm.com/bot-virtual-assistant-updates-1RpANG) _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 - Added an On/Off Toggle to the Virtual Assistant Q&A pairs to make it easy for a builder to create content before deciding to push it live - Added a field on the WebChat configurator that allows bot builders to map Virtual Assistants to specific Web Chat instances with a single click. This allows for faster setup and greater flexibility when creating multiple WebChat instances. ## Testing - Added a message in the bot simulator chat room notifying the user when a data training is complete so they can begin testing - Updated the buttons on the bot simulator chat room to allow a user to run a Quick Train or a Full Train depending on their needs ## Deployment - Added a warning on the bot deployment screen to notify a user when they are about to deploy an update to a bot without first completing a full machine learning model training - Added a pop up on the deployment screen to warn users when they are about to deploy a Bot that has known errors. An error log displays the errors that should be fixed. - Added an automated timeout if a bot deployment to production does not complete within 1 hour. This ensures faulty deployments do not get stuck in the deployment process. ## Customer Experience - Added Flow Pausing capabilities to our Virtual Assistants. This gives our bots the ability to pause a conversation, start a new conversation topic, and then return to the previous conversation where it left off once the 2nd one is completed. Alan Finlay 4 years ago11/29/2021 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-1Qhchq) _Release Date: 12/15/21_ # CX Manager - Fixed a bug where Case Events related to custom fields being updated didn't show the custom field's name in the timeline - Fixed a bug where Cases created from inbound phone calls would sometimes get cancelled after a conversion was completed - Fixed a bug where the Case Details (column 2) of the Case view would sometimes fail to load - Enhanced performance for our regularly scheduled CRON jobs # Knowledge - Added additional security measures to videos uploaded to Internal Knowledge Article to ensure they can't be accessed by unauthenticated users - Fixed a bug where copying and pasting content from Word documents into an Article would cause an endless spinner and result in the content not being copied over - Fixed a bug where trying to copy content from the same Word document multiple times into a Knowledge Article didn’t work - Fixed a bug where nested accordions opened when the parent accordion was opened - Fixed a bug where links used within Article accordions caused the links to display as an accordion instead of a link # SDK - Updated the Default Customer field on the SDK configurator to allow users to select any Customer in their Organization # Admin & Settings - Added a new custom field that is a User lookup field. This field will allow you to look up and tag users to the field and display on the different object layouts (Cases, Locations, etc.). This will allow you to create custom user relationships on Customers and Cases such as Sales Representative, Account Manager, Customer Success Manager, etc. Alan Finlay 4 years ago11/10/2021 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-2aGoiQ) _Release Date: 12/02/21_ With this release we are fixing a few bugs: - Fixed a bug where embedded videos in Knowledge Articles did not always display properly on mobile views - Fixed a bug where the case tiles for new phone calls were not always popping up on the screen when a user answered a call - Fixed a bug where text inside curly brackets { } was being removed from inbound emails - Fixed a bug where outbound emails would sometimes disappear from the interface after clicking Send. Alan Finlay 4 years ago11/9/2021 [**Official Launch of Bot Builder & Virtual Assistant**](https://changelog.ovationcxm.com/official-launch-of-bot-builder-virtual-assistant-3gQ2Ry) 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? - **Drag-and-Drop UI** – We designed the UI to look and feel effortless. Builders can easily leverage reusable components that were designed with common support patterns and best practices in mind. From our drag-and-drop Flow Editor to our toolkit-like menu, the builder experience has proven to be simple to grasp for non-technical users and has even been described as fun to use. - **Q&As** – The fastest way for anyone to ensure the delivery of frequently asked questions. By entering Q&As into the Bot Builder, builders can automate a sizable portion of their support requests within minutes. The VA will surface this Knowledge automatically given an exact match or similarly-phrased user input—without any additional configuration needed from the builder. - **Real-Time Testing** – While building out a VA, the builder can leverage the Bot Simulator to test their Flows in real time, which leads to faster iterations and reduces the time it takes to get updates live. - **Deployment** – The builder has full autonomy of the VA’s lifecycle, from the bot build to its deployment to production. The Deployment workflow also allows builders to review changes before publishing them. - **Context Switching** – Conversations don’t always flow in a linear manner. We’ve designed the Boomtown Virtual Assistant to deliver Knowledge more dynamically, allowing the end-user to switch seamlessly between Flows without getting stuck in a decision tree or an infinite loop. - **Fallback Handling** – We’ve designed the Boomtown Bot Builder to handle fallbacks with greater precision. Fallback messages can now be set both globally and at the level of a bot message. The builder can also control details such as how many times a VA should attempt to find an answer before giving up. 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**](https://changelog.ovationcxm.com/updates-bug-fixes-viygU) _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 error 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 4 years ago10/27/2021 [**Visual Status Indicators Added to Outbound Chat Communications**](https://changelog.ovationcxm.com/visual-status-indicators-added-to-outbound-chat-communications-T8A9i) _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**](https://changelog.ovationcxm.com/updates-and-bug-fixes-1Tzezm) _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** - 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 4 years ago10/1/2021 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-and-bug-fixes-d5tss) _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 4 years ago9/15/2021 [**Quick Access for Active Phone Call**](https://changelog.ovationcxm.com/quick-access-for-active-phone-call-17PBba) _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](https://help.goboomtown.com/?id=4668cbcf-1134-431e-b8a6-dba0793e60b0&u_token=5295caf1fafab72cf0097f1f18265608). Prayas Tiwari 4 years ago9/14/2021 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-and-bug-fixes-1cnbgc) _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 4 years ago9/13/2021 [**Support SDK Appearance Customization Update**](https://changelog.ovationcxm.com/support-sdk-appearance-customization-update-2JJ1II) _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**](https://changelog.ovationcxm.com/bug-fixes-T3mdG) _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**](https://changelog.ovationcxm.com/restrict-which-users-can-edit-specific-knowledge-libraries-499tMA) **_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](https://help.goboomtown.com/kbs/help.goboomtown.com/How-can-I-restrict-users-who-can-add-and-edit-within-an-Knowledge-Library-?). 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**](https://changelog.ovationcxm.com/salesforce-integration-enhancements-3wxL2M) 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 queueable 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 4 years ago8/4/2021 [**Release Notes 8/17/21**](https://changelog.ovationcxm.com/release-notes-81721-IJKsE) 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 - 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 Cases screen - Fixed a bug where File Upload fields on external forms was 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 ## Salesforce Application improvement We launched version 1.7.1, which had two updates - Fixed a LimitException when too many queueable jobs were added to the queue from simultaneous background processes - Fixed a bug preventing new tokens from saving in some Salesforce environments Alan Finlay 4 years ago8/3/2021 [**Release Notes 8/3/21**](https://changelog.ovationcxm.com/release-notes-8321-3vpmww) 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 5 years ago7/15/2021 [**Release Notes 7/15/2021**](https://changelog.ovationcxm.com/release-notes-7152021-3CdJE4) 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](mailto: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](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: - [Submitting Remote Service Activation or Training Requests](https://help.goboomtown.com/How-to-Submit-a-remote-activation-training) - [Submitting Field Service Requests](https://help.goboomtown.com/How-to-Submit-a-Field-Service-Work-Order-Request) - [Understanding Cases in the new interface](https://help.goboomtown.com/Understand-Cases-in-the-Boomtown-Platform) - [Creating Custom Views to Help keep an eye on Cases you care about](https://help.goboomtown.com/Filtering-Saving-Case-List-Views) ## **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 ## Salesforce App Updates - Updated custom field syncing so fields sync on initial creation and not just updates - Enhanced logic to prevent duplicates from being created when there are multiple edits to a single object in Salesforce within a few seconds - Fixed a bug that periodically prevented notes syncing from Boomtown to Salesforce For additional details about the latest Salesforce app version, [click here](https://www.goboomtown.com/blog/boomtown-salesforce-app-release-notes-v1-6). ## 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 - Updated the language in Case Events for adding files, changing Customers, updating statuses, escalating Cases, and assigning Cases - We added a ‘load more’ option at the bottom of the Case Events timeline so you can see more than just the last 25 events - Fixed a bug causing event timelines to appear blank for some users - Fixed a bug preventing some inbound images from showing up in SMS threads - Fixed a bug where the chat tiles would disappear after clicking the back button - Fixed a bug where sometimes the All Unassigned Cases and My Team’s Unassigned Cases would get stuck - Fixed a bug where users in an Ecosystem couldn’t always see the Owner Team when owned by a different organization - Fixed a bug where text in a Case or Work Order field didn’t wrap when copied from Google Sheets - Fixed a bug that caused Collaborator Users to not receive automated update emails - Fixed a bug where the activity on the Case card goes away when the card is clicked - Fixed a bug with the Report filter for ‘Created’ - Updated the required fields when creating a new Customer. Only Customer Name is required - Fixed a bug where searching for a Location ID and clicking on a Customer resulted in a malformed URL - Added ability to edit the Owner Team and Sponsor Team from the Edit screen (with a custom Layout) - Updated filters on Case Views for Priority, Tags, MID, Status, and Collaborating Teams - Added new permissions for Knowledge Article Templates - Fixed a bug where clicking on a Knowledge Article in search results doesn’t always open the Article - Updated the external Knowledge Base to return more than 15 results when using the default theme - Fixed a bug preventing users from bulk adding Tags to Knowledge Articles - Fixed an issue with Service History not showing for all Connect Users - Fixed a bug related to setting up a Google Calendar sync with Boomtown - Updated the Case screen in the old interface - changed the field ‘Categories’ to ‘Tags’ in the and added the ‘Category’ field from the new interface - Fixed an issue where Work Order statuses were not showing up in global search results - Fixed an issue where Work Order statuses were not updating from New when they are claimed - Updated the Statuses at the top Case screen to properly display Work Order statuses - Our RingCentral integration is now live on RingCentral’s production environments and available to be used Alan Finlay 5 years ago6/17/2021 [**Release Notes 6/17/2021**](https://changelog.ovationcxm.com/release-notes-6172021-3Dm8ak) 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 - Allowed Cases to be set to Waiting directly from a Case in a New status. This will progress the Case out of the New status and set it to Waiting at the same time. - Added a scroll bar to the CC section on email cases to ensure users can always see all participants on an email thread - Updated the error message for users logging into locked accounts to say the account is locked instead of saying invalid username and/or password - Updated the WebChat Configurator to allow a user to select same day availability (e.g. Monday 9am through Monday 5pm) - Added a loading spinner when cloning a Case to show progress - Updated the Status tag at the top of the Case panel to display all the Work Order statuses instead of just New, Ready, Waiting, Resolved and Closed - Updated the Events timeline for field service work orders to have more detailed status events - Updated our Google calendar integration to the latest version - Updated a number of Case filters including: Average CSAT Ratings (previously Average Tech Rating), Customer Segment, Category, Collaborating Teams, Collaborating Users, and Owner User - Fixed a bug where a Case was not unassigning the Owner User when going from Waiting to Ready when set to “Return to Team (unassigned)" - Fixed a bug where assigning a Case from the Cases view sometimes resulted in an endless spinner - Fixed a bug where using a Quick Reply caused the conversation to reconnect - Fixed a bug where search results would carry over from one search bar to another after leaving a Case and going to the Customers section - Fixed a bug where the Accept buttons on Quick Replies Suggestions were not always working - Fixed a bug where certain Actions on a Case sometimes prevented a user from using Actions on that same Case. - Fixed a bug where creating two Customers in a row would show the interface to add the second customer as a Location of the first rather than a standalone Customer - Fixed a bug where the Case Name was not showing in the Excel export from a View - Fixed a bug where scroll bars didn’t always appear on text area fields such as the Troubleshooting Steps field - Fixed a bug on Kanban view where adding a note from the card and hitting enter would run the Case filters instead of adding the note - Fixed a bug where customer surveys did not auto-send on case resolution Alan Finlay 5 years ago5/20/2021 [**Release Notes 5/20/21**](https://changelog.ovationcxm.com/release-notes-52021-3EuwGA) 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: - Added a “Last Published” and “Last Edited” Date fields on Knowledge Reports - Fixed an issue with sorting Knowledge Articles by Highest Rated - Added scroll bars when a user zooms in on the Article editor - Added a scroll bar in Articles so the Comment button doesn’t get cut off when you have a long list of Related Articles or Comments - Fixed search queries not appearing on KB Activity report - Fixed displaying emoticons on published Articles - Fixed an issue preventing videos from autoplaying on Articles when ‘Autoplay’ is turned on - Fixed some bugs related to creating and editing Tabs in Articles - Fixed a bug preventing users from decreasing the indent of text after it has been increased. - Updated the ability to download an Article to PDF when there are embedded videos. - Updated the bullet styling to match between the Article edit and view states. - Fixed a bug where the Lower Greek style ordered lists didn’t work. - Fixed a bug where increasing the indent of text added dots above the text. ## 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