OvationCXM - Product Updates

New Dashboards

Release Date: 3/1/22

We have been working to increase the flexibility of our reporting and data visualization capabilities in order to provide you with more insight into your customer experience data.

Next week we are launching brand new dashboards.

These new dashboards will give you:

1. A new and improved user interface with more options for point-and-click filtering and drilling into specific reports
2. The ability to create your own custom dashboards and share them with your teams

We will be rolling out the new dashboards in two phases:

Phase 1:

On 3/1/2022 your current dashboards will turn off and your new dashboards will be activated (if you have Dashboard access) with view-only access. You will have access to the same dashboards that you have today but they will look slightly different - report and field name updates, layout changes, colors, styling, etc. Emailed reports will continue to send as they do today.

During Phase 1 there will be a few Insights that will be missing relative to your previous dashboards. These include time-based metrics such as Time to Claim, Time to Schedule, Time to Resolve, and SLAs. We will be adding these missing insights in Phase 2 shortly after the launch of Phase 1.

Phase 2:

There will be two updates in Phase 2. First, we will add the missing time-based insights noted above. Second, we will add the option for you to create and edit your own custom dashboards to give you complete control over your customer insights and data visualization.

If you did not receive access to Dashboards and would like access, please reach out to product@goboomtown.com.

Updates & Bug Fixes

Release Date: 3/1/22

CX Manager

• Fixed a bug where a new Case was not getting created when someone emailed into a Case that was already Closed.
• Fixed a bug where Cases didn't reopen if someone emailed into a Resolved Case when the Case Source was not Email.
• Fixed a bug where inline images were breaking and not displaying when replying to an email from the Platform. Note that images are sometimes still blocked by certain email clients such as Gmail, which we will address in a future release.
• Fixed a bug where some messages were not getting logged in the communication transcript PDF when a case is resolved.
• Cases in Waiting will no longer automatically move to Ready in instances where the Owner User is unassigned.
• Cases updated to and from the status Waiting will now be logged in the Events Timeline.
• In order to mitigate any confusion around the expected behavior of setting Cases to Waiting at a specific time, the Date field will now be required. The wake day will automatically be set to the following day and the Time field will not be required or autofilled. If left blank, the Wake Time will default to the time of the Date field it was set (e.g., if the Wake Date was configured at 5:30pm on 2/14/22, it will default to 5:30pm on whatever date).

Integrations & API

• Fixed a bug in our Zapier integration where a new Case note was not getting synced when Zapier Issue Log Created trigger was activated.

Merge Case

Release Date: available on the new Cases screen that are being rolled out selectively

In our latest release, we added the ability for agents to merge Cases from the Case List view.

This feature will allow agents to consolidate duplicates, declutter their queues and better manage their Cases.

When Cases are merged together, all the data from the primary Case is retained. This action also migrates all open communication channels to the primary Case as new threads so conversations can be continued from each Case in one central place.

Merge Case paves the way for the next set of Bulk Actions that will roll out throughout the course of this year.

Updates & Bug Fixes

Release Date: 2/15/22

CX Manager

• Added a Files tab to Locations to allow users to see all files from Cases related to a Location. We've excluded the following files from the Location's Files tab to reduce clutter: JPGs, PNGs, and transcript PDFs from communication channels.
• Updated our outbound emails to have better formatting when rendered in plain text (instead of HTML).
• Fixed a bug that caused users to periodically receive ‘Failed to Send Message’ errors when sending emails and chats from a Case.
• Fixed a bug where some messages were not getting logged in the communication transcript PDF when a case was resolved.
• Fixed a bug where the Layout Editor only showed the first 50 fields added to a layout.
• Fixed a bug where adding a line break on a Object Layout would only add a dot instead of a full line.
• Inbound Email Cases will no longer show up in the 'Unclaimed Queue' in the app-old.goboomtown.com interface. They will still show in the Cases list.

Knowledge

• Updated our external knowledge base so when accessing your site via an SSO link, the system uses an SSO Token.
• Updated our knowledge base to allow organizations to easily customize the Content Security Policy header for each knowledge library.
• Fixed a bug where copying and pasting content from some Word documents into an Article would cause an endless spinner and result in the content not being copied over.
• Fixed a bug where Articles shared in a Partner Ecosystem were no longer accessible to all users in that Ecosystem.

Integrations & APIs

• Updated our APIs to allow teams to bulk insert Cases in a Closed status.

Reporting & Dashboards

• Fixed a bug where users were asked to sign in when viewing the Search tab in the Solutions panel of a Case.

Mobile SDK

• Fixed a bug that prevented valid JSON configuration files from being generated for some SDKs configurations.
• Fixed a bug where Searching Knowledge Articles from the SDK sometimes did not return any results.
• Fixed a bug where the Journeys menu item did not appear on the home screen or allow the SDK user to view the list of journeys when Journeys were enabled from the Support SDK configurator.
• Fixed a bug where the SDK Phone Support option would open the phone application but didn’t always populate the number that was provided in the configurator.

ADA Compliance: External Knowledge WCAG 2.1

As our world becomes increasingly digital, it's important to ensure that all users and customers are able to easily navigate and use any software presented to them.

We have kicked off a project to make sure that our entire platform (both internal and customer-facing screens) is WCAG 2.1 compliant. You can read more about what it means to be WCAG 2.1 here.

We are first focusing on our customer-facing products such as the external knowledge base and our web-based chat product and will then focus on our internal screens.

We are excited to announce that our customer-facing knowledge base is now WCAG 2.1 compliant. You can learn more about best practices for ensuring your customer-facing knowledge base is compliant here.

We will let you know as we continue to make progress across the rest of our platform.

Updates & Bug Fixes

Release Date: 1/18/22

Bots

• Bot Mapping - We simplified the process of mapping a Bot to a webchat or SDK channel. You can now select the bot from a dropdown on the channel integration rather than having to map it from the Bots mapping tab. This makes it faster to set up and reduces the chance of an incorrect bot mapping.
• We 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.

Knowledge

• Fixed a bug where custom links in the header were not always showing on external Knowledge Bases. We also fixed a styling issue where they had a dark background by default.
• Fixed a bug where the external Knowledge Base SSO redirect sometimes sent users to the incorrect domain. This occurred when Organizations had more than one Knowledge Base with a custom domain.

Integrations & APIs

Customer Webhooks - We added a new webhook option for Customer Location updates. You can now add a Customer Location webhook through our existing Generic HTTP integration and have it send updates every time a Location is updated in Boomtown. This will help teams simplify custom bi-directional CRM integrations.

Updates & Bug Fixes

Release Date: 12/28/2021

Admin & Settings

Added a new custom field type that is a User lookup field. This field will allow you to look up and tag user(s) to the field and display on the different object layouts (Cases, Locations, etc.). This will allow teams to easily track additional customer relationships such as Sales Owner and Account Manager for data filtering and to keep them in the loop on any important updates.

Bots

• Added Flow Pausing function to our Virtual Assistants. This is the ability for bots to pause a conversation topic, start a new conversation topic, and then return to finish the previous conversation topic once the 2nd one is complete.
• We updated our fallback (unmatched response) logic for our Virtual Assistants. These bots will now respond with a contextual fallback (set at the Flow level), then respond with a global fallback (set at the bot level). They will repeat this process 3 times before giving up on that response and letting the user try a new topic or route to a human for additional help. This ensures that a customer never gets stuck in an unwanted conversation loop.
• Removed unused entities and intents from our bot machine learning models to increase intent matching quality and reduce training time.

CX Manager

• Fixed a bug where inbound phone calls would not always match to existing customers with the same phone number.
• Fixed a bug where the scroll bar didn’t always work when editing the details of a Customer.

Integrations & APIs

• Fixed a bug preventing the Seismic integration widget from showing on the integration panel.
• Fixed a bug where Zapier triggers were not always firing.

Knowledge

• Fixed a bug where custom header links were not showing on external Knowledge Bases.

Updates & Bug Fixes

Release Date: 1/18/22

Salesforce Package 1.10

Release Date: 01/15/2022 In addition 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 nullPointException 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.

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

• 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.

Updates & Bug Fixes

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 link 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.

Updates & Bug Fixes

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.

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?

• 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.

Updates & Bug Fixes

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.

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.