CX Manager

Updates & Bug Fixes

Release Date: 01/20/23

• Made an update to automatically refresh the Case List View when clicking the back button from a Case Four Panel back to a Case List View to ensure the most up-to-date information is shown on the Case List View.
• Updated the Case Layout logic to make the Owner Team field on any Case or Work Order Layouts required to save or resolve the Case.
• Fixed an issue where the correct Resolution Status was not always showing.
• Fixed an issue where the expand/collapse button on the Case Panel (Panel 2) of a Case was not collapsing the panel back to its original size.
• Fixed an issue where clicking Cancel during the Change Customer flow on a Case was brought back to the Case List instead of remaining on the Case.
• Fixed an issue where the Escalated icon did not display on a Case until after a user refreshed their browser.
• Fixed an issue where clicking the Edit and/or Resolve button on the Journey Tab of a Case didn't work.
• Fixed an issue where Section and Blank Spaces on Layouts were not showing on our updated Case Management screens.
• Fixed an issue where the Location card in Panel 1 of a Case was blank if the Customer had more than one location associated to it.
• Fixed an issue where creating a Case from the Customer Card ellipses menu > Create Case or Create Work Order didn't display the Case Events or Case Details on Panel 2 of the Case until you manually refreshed your browser.

Knowledge

We fixed a bug where adding a word in between curly brackets was not showing up in the external article because it was being confused for a token.

Integrations & APIs

Fixed a bug where Notes were not being added to the Events timeline from the Phone API. Notes can now be added for the AgentAnswer, AgentHangup, and QueueExit API calls.

Messenger SDK

Fixed a bug where the mobile SDK would sometimes hang or crash on the customer rating screen.

Virtual Assistants

• Added the new Sentiment Analysis logs to the Bots Activity Table.
• We made Bots Training more consistent in terms of memory usage and time to completion by now training in batches.
• Fixed an issue where Bot trainings were failing for large Bots ("Training Timed Out") due to a large load from the confusion matrix.
• Fixed an issue where Bots were giving entity type errors when trying to again train the pre-trained entities.
• Fixed an issue where Bots were showing the same flow name as two different options when clarifying topics in conversations.

Alan Finlay

CX Manager Updates

Release Date: 12/20/22:

Cases

• Fixed an issue in the new Cases screens where clicking the resolve button in panel 2 of the case didn't automatically scroll the user down to the Resolution section of the Case Details.
• Fixed a bug where clicking the refresh/reload button at the bottom of a Case List that was grouped by something (status, journey stage, etc.) would load a blank Case List.
• Fixed a bug where newly created Category tags were not showing in the Category picklist on Cases and all Category Tags were showing for all Teams regardless of if that Category was set to only show for a subset of teams.
• Fixed an issue where some of the Advanced Settings on the Case Layout fields (Conditional Logic, Required to Save, and Required to Resolve) were not always working on the updated Case Management screen.
• Fixed an issue where Cases created for customers that had multiple locations associated to them didn't display the information on the Location card in Panel 1 of the Case.
• Fixed an issue where the Owner Team dropdown was showing unrelated teams from your organization's ecosystem.
• Fixed an issue where users could only see the Actions > Add Form button on Cases if they had the Manage Forms permission on their user role. If a user has the ability to edit a case and at least one Form is available to add on a Case, the user can now see the Actions > Add Form button.

Communications

Made an update to improve the speed and reliability of messages in the communications panel on a Case.

Knowledge

Fixed an issue where users who accessed the external knowledge site via the link on an Article edit screen were automatically logged out of the external site and were forced to log in again.

Messenger

• Messenger is now ADA WCAG 2.1 AA compliant.
• We fixed an issue where the timezone of the time stamp on the End Chat message was not always correct.

Virtual Assistants

We improved the dataset and model for the Anger and Confusion Intents.

Alan Finlay

Salesforce Package v2: Map any Salesforce object with our objects!

We're excited to announce the launch of Salesforce Package v2! With this new version, you'll have access to an array of brand-new features, bug fixes, and improved performance.

Features and Updates

• Rebranded the app to OvationCXM.
• We're excited to introduce the functionality of mapping any Salesforce Objects (including a custom object) with any of our objects.
• Introducing OvationCXM Dashboards to help you stay on top of sync metrics.

Setup & Configuration

General

• Added a connection health status within the app. The status will let you know if something needs your attention.
• Added UI updates for better notifications and loading screens.
• Extended the OvationCXM error log functionality to show all sync errors.
• Added the feature to use Initial Sync for Custom Objects.
• Extended OvationCXM error log support for the custom objects.
• Added the Last Successful Sync field to each record to track sync status.
• Updated the app user interface.
• Added pagination options for the OvationCXM error logs.

Workflows Tab

• Added defensive validation on the workflow rules. These rules will now be validated while saving any changes.
• Add default workflows with package installation.
• Changed the loading process for the workflow tab to load and build workflows faster.
• Added related and unrelated objects to the workflow builder.

Bug Fixes

• Fixed a bug when the Map Picklist field option did not show any picklist values.
• Fixed a bug where the default Owner and Sponsor team options were not customizable.
• Fixed a bug where a partial Search on workflows did not give a match.
• Fixed a bug where the case URL was pointing to an old subdomain.
• Fixed a bug where the contact sync was throwing a row lock error.
• Fixed a bug where Initial Sync threw too many SOQL queries error.
• Fixed a bug where Account sync was throwing a System.NullPointerException.
• Fixed several performance-related errors including Async Errors, Read timeouts and trigger registration errors.

We hope that Salesforce Package v2 will make it easier for you to navigate your data and improve your business operations. You can install or update this package using our AppExchange listing. If you have any questions, please don't hesitate to reach out to our team. We're here to help!

Prayas Tiwari

Launch of the New Messenger App

We’re excited to announce the launch of our newest product, Messenger.

Messenger is the new and improved version of Webchat. We rewrote the application from the ground up in order to deliver better customer experiences.

We re-architected the code base to move from a chat-first approach (the original webchat was chat-only) to a multi-component digital interface. This updated architecture opens new doors for us to add new functionality, improve customer context, and introduce Smart Buttons, contextual on-page deep links, which we’ll talk about in an upcoming post.

Given that live chat is now just one of the many ways for a customer to get the information they need, we changed the name from Webchat to Messenger. Messenger allows knowledge and information to be delivered via chat, browsing or searching articles, email, phone, embedded journeys overviews, form submissions, custom websites, and more. Messenger is the digital interface that connects you with your customers.

As part of this update, we added a number of new features and performance enhancements as well as resolved all known issues in the old Webchat product.

Features

Core User Experience

When a customer opens Messenger, they are now immediately routed to the home screen before having to provide their email address. This allows you to provide more information and communication channel options to your customers without adding any friction. Only when they start a chat conversation do we ask for some information so we can identify them early to provide a more personalized experience.

Updated Designs

In addition to the user workflow enhancements, we made a lot of interface design updates as we rebuilt Messenger. These include:

• ADA compliant color, navigation, and other updates.
• Updated spacing, buttons, icons, scroll bars, lists, and more.
• Added consistent hover states to all active buttons.
• Migrated to a new font that is more legible at all text sizes.
• Added new loading spinners and screens throughout the application.
• Updated timestamps with relative ‘time since’ data that now automatically updates every minute.

New Mobile Screen Optimization

We completely revamped how Messenger works when it is accessed on a mobile screen. We optimized the container so that it is easier to access and expand, but also easier to minimize and get out of the way when it’s not needed.

Enhanced Chat Notifications

We added new real-time chat message indicators for when a customer is not in the chat session but needs to see there are new messages. This could be when Messenger is in a minimized state or even when the customer is on the home screen.

Hours of Operations

When your chat is set to unavailable, the away message will now show on the home screen so customers still have the ability to get support via other methods provided.

Dynamic Container Sizing

Messenger is much more responsive in real time when it comes to browser size and zoom than Webchat was. Messenger will automatically resize to fix the browser size and will never go off the screen.

Updated User Workflows

We optimized the user experience across all core workflows as a customer navigates through chat, knowledge search, form submissions, and more.

Copy/Paste From Clipboard

We added the ability for customers to copy and paste screenshots from their desktop into the Messenger composer to make it easier for customers to share images.

New file upload UI

We added a new file upload workflow to make it easier and more intuitive for customers to load one or multiple files at a time to a single message. Files can also be reviewed and removed before sending the message for complete control. An updated file progress bar shows the upload process in real time before the message is sent.

Displaying Action Messages when Chats End

We added action messages in the chat interface for when a chat is ended. Previously it just brought the customer to a rating screen but did not tell them that the chat was closed.

Smart Buttons

Finally, Messenger comes with a powerful new feature called Smart Buttons. We will discuss the details of Smart Buttons in a separate post, but in short, they are powerful contextual elements that can be added to a screen that deeplink the customer to specific knowledge, bots, or forms within Messenger without leaving the current screen to provide faster, more contextual experiences.

Performance

Along with the new features included with Messenger, we also made a few performance, security, and reliability improvements.

• We updated our messaging protocol for increased speed and reliability.
• We updated all internal libraries to the latest versions for increased performance and security.
• We updated how we capture and store cookies in conjunction with the parent page to create a more seamless and reliable customer experience.

Bug Fixes & Small Updates

• Added functionality to hide the welcome pop-up bubble when the welcome text is blank in the configurator.
• Updated the styling of buttons with long labels to be left aligned instead of center aligned to make it easier to read.
• Fixed an issue where only Cases resolved as Completed would proactively end a chat session for a customer in Webchat.
• Fixed a bug where ordered Lists within Article Previews sent by a Virtual Assistant did not properly render.
• Fixed a bug where Knowledge Articles containing long links would extend the Article preview past the edge of the chat screen.
• Fixed a bug where the typing indicator animation was broken when displayed between bot messages.
• Fixed an issue where the Title set in the webchat configuration in CXMEngine was not reflected on the home screen of the webchat container.
• Fixed an issue with dynamic container resizing where the chat container could go off the top of the screen when a customer changed their browser size while in an active conversation.
• Fixed an issue with download links for images that are uploaded to chat.
• Fixed a bug where the hover text on the icon to open a Form in a new tab said, “Read Full Article.”
• Fixed a bug where some customers would see a ‘Forgot Password’ prompt when trying to start a chat.

If you would like to move from Webchat to Messenger please email us at product@ovationcxm.com.

Alan Finlay

CX Manager Updates

Release Date: 12/06/22:

Cases

• Fixed a bug where the Clone Case option on the Case Cards was not cloning the Case.
• Fixed a bug where the Default Display value on Custom Case Views were not being respected and was always defaulting to the Card display.
• Fixed an issue on the new Case screen where selecting a Category in the Category picklist after you've already selected Case Tags in the Case Tag fields caused the Case Tags field to get cleared.
• Fixed an issue where the Owner User filter on the Case List was not searchable.
• Updated the Group By functionality on Case Views so teams can now group by Journey Stage.

Knowledge

• Fixed an issue where organizations that used a custom domain on their knowledge base could no longer access their articles through Panel 4 of the Case Management screen.

Virtual Assistants

We improved visibility into bot issues by adding training errors and Bot Builder errors in Test Chat simulator. This will allow builders to more quickly diagnose and resolve issues in real time while they design and build their Virtual Assistants.

Veronica Weisman