OvationCXM - Product Updates

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

• 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 queable jobs were added to the queue from simultaneous background processes
• Fixed a bug preventing new tokens from saving in some Salesforce environments

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

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:

• Submitting Remote Service Activation or Training Requests
• Submitting Field Service Requests
• Understanding Cases in the new interface
• Creating Custom Views to Help keep an eye on Cases you care about

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 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

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

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.

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

  • Added Title fields to each Support Option block to give menu name control to non-developers to customize the user experience of the SDK
  • Added an option to turn off Chat in your Support SDK where previously it was always on

• Forms

  • Updated spacing, colors, weights and overall form styling across iOS and Android
  • Updated long field descriptions to wrap instead of limit to 1 line
  • Updated the routing to take a user back to the home screen after a form submission

• Knowledge

  • Updated alignment, spacing, and overall styling for Knowledge Article lists
  • Updated Sub Labels to properly indent throughout a Library to add more visible hierarchy
  • Added a loading spinner to the Knowledge screen when it’s first accessed

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.

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, diagnosis 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.