OvationCXM - Product Updates

5 years ago 7/15/2021

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 enhanced 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 ago 6/17/2021

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 to create 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 ago 5/20/2021

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 the 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.

We also added the ability to create ad-hoc templates that you will be able to trigger with the Automation Engine that is coming with the next release.

Alan Finlay

5 years ago 4/16/2021

Release Notes 4/15/21

We are launching a number of enhancements for our Support SDK with this release as well as strengthening core workflows, increasing performance, and fixing bugs. Here's what's going live on Thursday:

Support SDK Enhancements

Configurator

Forms

Knowledge

Event notifications

We added event notifications to provide status updates to the calling application to give developers increased control over their customer experience. These events cover status changes to chats, history, knowledge, and forms. Developers can now take additional action in their applications based on these events triggering.

Bug fixes

Seismic Integration

The latest in Boomtown’s line of integrations, Seismic is a document management system most often used for sales enablement. Seismic allows organizations to orchestrate engaging buying experiences at scale by organizing and delivering documents when internal teams or customers need them.

Seismic’s document management system aggregates documents from multiple systems and we can now display that content inside Boomtown on the Integrations tab, making it simple to browse, search, and share documents with prospects and customers from the same place where you communicate with customers in Boomtown.

With the Seismic integration, teams can:

Performance Updates

This sprint we optimized a number of queries and API endpoints across Cases, Knowledge, Communications, Search, lists, and other areas of our platform. We are focused on reducing load times and potential timeouts across the system to create a more seamless experience for our users. We are going to continue to release performance enhancements during our Tuesday night maintenance windows each week to further improve the user experience.

General Bugs & Updates

Alan Finlay

5 years ago 3/12/2021

Release Notes 3/11/21

We are launching a number of new features with this release as well as updating core workflows and fixing bugs. Here's what's going live next Thursday:

New General Form Type

Up until today, all of our forms served a specific purpose and tied into specific workflows and interfaces in the platform. For example, creating a Case, collecting customer feedback, diagnosing issues, etc. With this release we have added a new “General” form type that can be used anywhere. This form comes with a public URL so you can capture information from anyone on the web. It is also accessible inside webchat and the SDK and will be able to trigger automations from the Automation Engine that’s coming soon.

This new form type creates new use cases for our forms, such as empowering teams to send bulk emails to run NPS surveys, collect non-transactional feedback, display micro-forms inside chat conversations, and more.

In the near future we will be able to trigger custom automations and actions on the submission of these forms, which will unlock new possibilities for automated workflows.

New Form Design

We also updated the styling of our public forms to improve the design for colors, text size, weights, spacing and more. This updated styling now also allows you to include custom titles, descriptions, and Help Links (tool tips that link directly to Knowledge Articles) on each form field.

WebChat

We are launching a major update to WebChat with this release that brings more knowledge, flexibility, and support options into the chat experience.

Webchat will now be similar to our in-app support SDK where you can provide more targeted and personalized experiences for customers from a single interface.

We have added the ability to include new support options on your webchat home screen. Instead of just chat, you can now add six different support options based on your needs, each with the flexibility to customize the titles and descriptions. These are the options:

Over time we will add additional options for the home screen of your WebChat widget, including third party apps, so you can customize it to deliver the exact experience you want based on who the customer is.

New WebChat Customization Capabilities

We also added a few additional customization options to ensure your chat experience is a natural extension of your overall brand experience. These updates include:

  1. Configurable chat widget icon. You can now upload your own icon or images to WebChat to display your brand mark in addition to your colors
  2. Configure the avatar that appears on your authentication screen directly from the webchat configurator page to simplify the setup process

WebChat Configurator Updates

These new support options can be updated and activated with a single click from the cloud-based configurator. No code changes necessary. These are all new additional options so if you don’t make any changes, your chat will continue working as it does today.

Support SDK Updates

We made a number of updates to our Support SDK across iOS, Android, Clover, Pax, and Cordova:

Knowledge Updates

We continued to update our Knowledge product to create a better experience for teams that create and edit content:

Search Updates

We updated our search functionality across the system with the following updates:

Communications Panel

We updated the core of the messaging panel for increased speed, responsiveness, and stability. This includes the speed that new chat notifications appear in your chat bar and the consistency in load times for messages across threads on each Case. We also made a few updates that include:

  1. CC recipients now always remain on email threads
  2. Preventing emails from adding more than one “Re:’ to the beginning of long email threads
  3. Fixed periodic ‘Join’ errors and ‘Failure to Send’ errors
  4. Updated the +Email threads to not show ‘loading new messages’ when there are no messages

RingCentral Integration

We are launching our RingCentral integration that will allow Organizations that use RingCentral to automatically create Cases from inbound phone calls, route them to the correct team, and pop the Case on the screen assigned to the agent that answered the call.

Security & Performance

Both security and performance are incredibly important and we will continue to work to improve both with every release. This sprint we did the following:

General Bugs & Updates

Alan Finlay