Updates & Bug Fixes

Release Date: 08/02/22:

CX Manager

Communications

• Fixed a bug where emails sent from the platform would sometimes display  symbols in the email threads
• Improved connection reliability of our chat, email, and SMS communication channels

Knowledge

• Fixed a bug that allows users to view an Article via Comments without errors
• Fixed a bug where a cloned Article would surface in a Knowledge search despite searching for the original; searches should now match correctly
• Fixed a bug where bulk adding Products and Tags to articles would remove them from Labels; Products and Tags should now be correctly applied to Labels whenever they are added in bulk
• Fixed a bug where Related Articles manually added to a Knowledge Article were not saving or previewing correctly on the Article
• Fixed a bug where users were unable to remove a product associated to an Article

Admin & Settings

• Fixed a bug where Users with all-numeric User IDs were unable to see and use the 'User's Name (Me)' option when assigning Cases.

Alan Finlay

Updated and Improved Cases Screens

We are excited to announce the beta release of an updated and improved Cases screen which is focused around improving performance, stability, and efficiency for agents handling Cases. These updates include the Cases List screen and the four panel Case View.

The updates to the Cases screens include:

• Faster load times and increased performance within Panels 1, 2, and 4

• New + buttons for objects in Panel 1 to allow users to quickly add new Locations, Contacts, Products, and Cases within the Case View

• The ability to minimize the Insights Panel on the Case List Screen

• Updating the "Search" tab in Panel 4 to "Knowledge" and the addition of a Knowledge search to the top of Suggestions tab

• Various styling updates

These updated Case screens are currently in Beta and will soon be released to the entire Boomtown community. If you're interested in joining our Beta group, please reach out to product@goboomtown.com to get early access.

Veronica Weisman

Bug Fixes

Release Date: 07/19/22:

CX Manager

• Fixed a bug where some Cases in a Resolved Status were not moving to a Closed Status after 14 days.
• Fixed a bug where some Cases were setting the Resolved Date on creation rather when they were moved to a Resolved Status.

Alan Finlay

CX Manager

Release Date: 07/07/22

We fixed two issues that were impacting users:

• Periodically the Case Events timeline would not load when opening a Case and it would only show after refreshing the page
• Inbound emails with attachments were not always showing the body of the email in the communications panel

Alan Finlay

Updates & Bug Fixes

Release Date: 07/05/22:

CX Manager

Communications

• Fixed a bug where emails sent from the platform would display  symbols in the email threads
• Fixed a bug on Automation Engine that prevented emails from being sent to Customers and Users
• Updated how secure links open in the Platform so they open in a new tab instead of opening in the existing tab

Cases

• Fixed a bug where Cases set to Waiting for a specific set of time were returning to Ready status early without any input or change on the Case
• Fixed a bug where users were not required to input a Waiting For reason when setting a Case to Waiting even though the field is marked as required
• Fixed a bug where setting a Case’s Resolution Status to Unresolved moved the Case directly to Closed instead of moving it to Resolved
• Fixed a bug where the timestamp on the Events panel of Cases would be slightly cut off on small monitors and/or 720p resolutions
• Fixed a bug where the type-to-search for Owner Users on Cases was not working when using the Assign a Case action
• Removed the Customer Name prefix from the top of the Customer Location panel to reduce confusion for Users
• Fixed a bug where clicking on a Case card in Global Search would sometimes not open the Case

Knowledge

• Fixed a bug in the external Knowledge Library where Labels and Sub-Labels were sometimes misaligned
• Fixed a bug where H2 headers in the Articles editor were not wrapping correctly
• Fixed a bug where the What's In this Article section could break in the modern theme and become un-scrollable and overlap with other elements on the Article
• Fixed a bug where the main Edit Toolbar in Articles would sometimes disappear when a sub-toolbar menu was expanded

Smart Buttons (Web & SDK)

• Added a feature to enforce a customer selection on the SDK configuration to ensure customer-dependent SDK workflows do not break at runtime
• Fixed a bug where changing the Route Issue To field on WebChat Configurations didn’t save consistently

Virtual Assistants

• Updated the Last Trained date/time format to make it easier to quickly read

Integrations & APIs

• Fixed a bug where Cases created through the Phone APIs were not always creating Cases attached to Customers that matched the phone number passed via the API but instead creating a dummy Customer in the platform

Reporting & Dashboards

• Fixed a bug where the Sponsor Org, Sponsor Team, and Owner User filters in the Reporting Engine were showing blank picklist options
• Fixed a bug where IDs (tag, label, etc.) were previously not rendering in the exported report

Alan Finlay

Updates & Bug Fixes

Release Date: 06/21/22

Knowledge

• Fixed a bug that prevented Knowledge Editors from nesting lists in Articles upon indenting
• Fixed a bug that prevented Editors from changing the formatting of ordered sublist without affecting the entire ordered list

Journey Orchestration

• Fixed a bug so when you select an Alert Template under Send Email to Customer in the Automation Engine, it now saves the correct template and will send it to the Customer when the Automation runs

Smart Buttons (Web & SDK)

• We released new versions of all SDKs and mobile applications that have enhanced chat performance and reliability

Virtual Assistants

• Made some UI change to builder Nodes, giving them rounded corners as well as updated styling for the Start and End Nodes
• Made further UI changes to User Response Nodes, ensuring that the grey background is full width of the Bot Message node
• Updated the outline color of Nodes and the connector lines on button click

Reporting & Dashboards

• Fixed a bug where filtering a report by the "Resolved" or "Created" field included a non-optional time stamp. The timestamp is now optional with these filters.

Admin & Settings

• Fixed a bug where the Unsecure File Types field in Settings was not allowing Unsecure Files of the types specified to show in the Platform

Alan Finlay

Updates & Bug Fixes

Release Date: 06/07/22

CX Manager

Communications

• Updated the email CC field on the Communication Panel of Cases to display the CC recipient’s name and email address
• We added email validation to the CC email field on the Communication Panel of Email Cases to ensure only proper emails are input into the CC field
• Updated how inbound email images are stored to fix an issue where some email clients would display certain images in outbound emails as broken images

Cases

• Updated our Case workflows so when a Case is reopened, the Owner User on the Case will be removed, returning the Case to the Unclaimed queue to ensure that the Case does not get missed due to shift changes, vacations, etc.
• Fixed a bug where some screens in the Platform were not scrollable using the mouse scroll wheel

Knowledge

• Fixed a bug that caused the KB Activity Report to fail when running

Virtual Assistants

• Updated our Virtual Assistants to automatically leave the conversation once a Boomtown user begins chatting with a customer. This is a feature that must be turned on (Bots > Settings > Advanced > Turn on Conversation Halting for either User Chat or User Join or Both).
• Fixed a bug where Articles clicked in webchat were not always opening to display the Article content
• Added the ability for bots to seamlessly route conversations across organizations when working with Service Provider Organizations

Alan Finlay

Updates & Bug Fixes

Release Date: 05/24/22

CX Manager

Communications

• Fixed a bug where emailing into a closed case sometimes didn't create a new Case
• Fixed a bug where incorrect character symbols were displaying in email threads coming from Boomtown
• Fixed an issue where secure emails sent into a Case were not displaying properly in the Communication Panel

Cases

• Fixed a bug where customizing the Page Layout for a Customer Location did not update the layout when viewing a Location from the Case screen
• Fixed a bug where Work Order submissions sometimes created two Work Orders on submission

Knowledge

• Updated the external Knowledge Library so when an unauthenticated user goes to an Internal Article it displays a message saying they do not have access to that content. Note that if there are Public Articles in the same Label, that user will be routed to the Label instead of the Article.

Integrations & APIs

• Fixed a bug where API cases imported as "Closed" were displaying incorrectly in RD4

Reporting & Dashboards

• Pushed an update to wipe the Resolved Timestamp on a Case that gets reopened to allow the Case to capture the new Resolved Timestamp when the Case is resolved again.

Admin & Settings

• Fixed a bug where a TypeError was being shown when editing a Work Order Layout

Performance

• Optimized load times for the Customers list screen

Alan Finlay

Updates & Bug Fixes

Release Date: 05/10/22

CX Manager

• Fixed a bug where setting a Case to Waiting, Return to Team (and not Owner User), didn't reassign the case to the Team when waking
• Fixed a bug where sometimes emails sent from a Case with multiple in-line attachments were not showing up in the Communication Panel of the Case

Knowledge

• Editors can now add captions to images, videos, and media in Articles
• You can now export Articles to PDF and the text and tables will not get split between pages
• The Events Timeline has been updated to include filters that allows the Knowledge Manager to filter to certain event types depending on their needs. Events can be turned on and off as needed.
• You can now resize images by typing in pixel size rather than only drag and drop
• The 'Last Updated' timestamp on Articles now reflects the last time the Article was updated. For published Articles this will reflect the last time the Article was Published; for Drafts it will show the last time the Article was edited and saved as a Draft.

Integrations & APIs

Connectors

• Updated the authentication of our Seismic connect to ensure that connections remain consistent

Admin & Settings

• Fixed a bug where users were unable to create and edit tags with the Manage Tag permission.

Performance

• Reduced load times of the Case and Customer list screens

Alan Finlay

Salesforce Package 1.12

Release Date: 04/25/2022

In addition to adding multiple new features and fixing bugs from version 1.11, we have also added multiple UI/UX updates, significantly increasing the performance of the integration. Here's a summary of the updates for version 1.12.

Features and Updates

Boomtown Error Log

• Added a Boomtown Error log tab to make basic debugging easier.
• The Boomtown error log stores any error encountered in the sync between Boomtown and Salesforce in either sync direction.
• Retry the failed Salesforce to Boomtown requests by selecting and clicking on the Retry button on the error log.
• The error log records and shares the following data points:
  • Object name: Name of the sync object this error in which this error was encountered (Case/Account/Contact)
  • Date/Time: Date and Time when the error was encountered.
  • Sync Direction: Boomtown to Salesforce/Salesforce to Boomtown
  • Record description: Case Name/Account Name/Contact Name
  • Record ID: Salesforce/Boomtown ID for the record.
  • Status code: Status code or the Exception ID for the error.
  • Error message: Detailed error message.

Setup & Configuration

General

• Added defensive code to handle 429 rate-limit responses.
• Added descriptions throughout the app to more clearly describe how the app works

Configuration Tab

• Added a config file upload/download option. You can use this option to download a JSON file with all the settings in the general configuration tab, mappings tab, and Workflows tab. This JSON file can be used as a backup for all your configurations and can be uploaded to restore all the settings.

Workflows Tab

• Added an option to set Record Type IDs on Accounts and Cases workflows. Only records with that Record Type IDs will be synced between Salesforce and Boomtown. This filter will be checked before any other workflow rule in the 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 where a Case was added on Boomtown on a new Customer and then synced to Salesforce to create a new Customer on Boomtown post-Sync.
• Fixed a bug where the Case insertion throws a Row Lock error.

Prayas Tiwari

Bot Navigation & Component Linking

Release Date: 04/29/22

Our latest release will facilitate Bot Builder navigation via better component linking:

• Added a button on the Embedded Flow node and corresponding right panel which redirect to the Flow in question
• Added buttons for mapped Intents & Entities which open in dialogs as entries in their respective tabs
• Added Flows that reference the Flow in question in the right panel of the Flow editor

We also made the following UX improvements:

• Fixed the delivery of Bot Message Attachments (Image/Files) on web chat and case views
• Made Bot Message Nodes resizable for better readability
• Implemented a fix that auto-updates the names and values of mapped/referenced Entities and Intents whenever updated in their respective tabs

Paige Camerino

Updates & Bug Fixes

Release Date: 04/29/22

CX Manager

Communications

• Fixed a bug where incorrect character symbols were sometimes displaying in emails coming from the platform.
• Fixed a bug where some email cases were not reopening when an email was received that matched the subject of that email case.
• Fixed a bug where text was not wrapping on the transcript files generated on Cases.
• Fixed a bug where users were seeing “Message content cannot be displayed. See full message detail” in the communication panel of some Cases.
• Fixed a bug where sometimes claiming a chat would cause the chat tile to disappear from the app header.

Cases

• Fixed a bug where a user sometimes could not remove a Collaborating Team from a Case
• Updated our Events timeline to allow for a horizontal scroll when fixed width tables are included as Notes that extend past the edge of the column.
• Updated the required field logic to ensure all field types validate against requirements set on the Case Layout and display an interface change when Cases are saved or resolved with fields that don't meet the requirements.
• Updated the display of fields that are set as read-only on the Layout settings.

Search

• Updated our Phone search matching to allow for matching on additional formatting options, including numbers with no layouts (e.g. you can now match 9785001234 where previously it required additional formatting such as 978-500-1234).
• Updated exact match search results and sort order to ensure the highest ranking search results are displayed at the top of the list.
• Fixed an issue where searching for a 10 digit MID would not appear in search results. We also enhanced our partial matching on the MID field as well.

Knowledge

• We added spell check to the Knowledge Editor.
• We updated the layout of the Article Events Timeline by adding icons, headers and metadata that will help editors understand the events surrounding an article. We will make additional updates to the body of each event to provide further clarity on every change that occurred on an Article.
• We added the Article Title and Subtitle to PDF exports from an Article.
• We updated the text on the "You do not have access to this content" landing page on the external Knowledge Library.
• We upgraded our Article HTML editor the latest version which will enhance functionality of the editor and fix a number of small bugs.
• We updated the list styling in the Knowledge Editor with better spacing and alignment to more closely align to the external Knowledge Library view.
• Fixed a bug where the 'Last Edited' and 'Last Published' fields were not showing up correctly in Knowledge reports.

Journeys & Automations

• Increased total available Automations from 20 to 50.
• Added a delete / change action on the Journey tab so users can remove a Journey from a Case or change to a different Journey.

Integrations & APIs

Connectors

• Updated the Zapier application to hide a few non-functional Triggers and Actions.
• Fixed a bug with Create Case, Create Location, and Update Contact actions on Zapier connector where the data was not flowing to Boomtown while setting up a zap.

APIs

• Implemented a new API for moving Locations from one Customer to another.
• Fixed an issue where importing Products via API were incorrectly matching to existing Products.

Smart Buttons (Web & SDK)

• Fixed a bug where the SDK Availability was always set to "During Business hours"
• Fixed a bug where the user was able to select inactive and pending forms in SDKs and Webchat setup.

Admin & Settings

The Manage Teams, Manage Users, and Manage Reports permissions have always been sub-permissions to the Edit Organization Settings permission. With this release we are updating the Team, User and Reports permissions to be standalone so users can have those permissions without requiring the Edit Organization Settings permission. We also updated the Add Shared Views permissions to enable users without this permission to still create Private Views that cannot be shared with others users.

Performance

• We released a few performance optimizations that reduced the load times of the Customers list as well as the Global Search results.

Alan Finlay

Automation Engine Launch

We are excited to announce the beta release of Automation Engine!

Automation Engine allows users to build out rules-based workflows to automate everyday tasks and streamline painstaking workflows.

Powerful use cases include automating the collection and modification of data values, routing cases to different teams, setting priority and more. Automation Engine can also be leveraged to send omnichannel communications to other parties or escalate inquiries whenever certain events occur (e.g., if the subject of a Case contains "Cancel", change Owner Team to the Retention Team).

This is a robust tool that will empower support leaders, operations managers, project managers and their team to automate routine tasks to free up time for higher value engagements.

If you would like access to Automation Engine, please send an email to product@goboomtown.com with the subject line "Automation Engine Access".

Paige Camerino

Updates & Bug Fixes

Release Date: 3/29/22

CX Manager

Communications

• Fixed a bug where page and line elements on emails around a URL were showing the HTML elements within the communication panel.
• Fixed a bug where sometimes email messages were not showing in Col3 when the user received a timeout message
• Fixed a bug where messages in the Team Chat room were sometimes not showing up for all users until the user refreshed the screen
• Fixed a bug where new chat tiles were sometimes not showing until a user refreshed
• Removed a message prompting customers to download the Connect application once a field service dispatch job is scheduled
• Renamed the global Team Chat room currently called "{Organization Name} (Knowledge Room)" to "{Organization Name} (All Teams)"
• Removed a limiter that was capping Quick Replies from Suggestions at 160 characters
• Fixed a bug where tokens were not always working inside Quick Replies
• Fixed a bug where SMS bots would show up for Customers but sometimes not show for internal users

Cases

• Fixed a bug in the Case Events timeline where adding Notes without spaces did not wrap, causing text to go off the right edge of the panel
• Fixed a bug where schedulers were not able to progress through the steps and were throwing an an Unable to create case error.
• Removed the default email alert that sends when a Case changes from Waiting to Ready. Users can optionally opt into these emails by going to Users > Notfications
• Updated multi-select fields so the tag options will appear after clicking into the field so you don't have to click on the arrow on the right side of the field
• Fixed a bug where a user would sometimes get an error stating, "A Exception has occurred" when saving a Case
• Fixed a bug that occurred when a user changed the operator on a filter for Case Views from 'is equals to' to 'is empty' - it retained the value that was previously set on the filter
• Fixed a bug that prevented the State field from populating on bulk customer imports
• Fixed a bug where the Details tab was mis-aligned when clicking on a Location card in the Customer panel

Integrations & APIs

Connectors

• Added a feature to the RingCentral Connector to attach an MP3 recording of the call to the files tab on the case
• Fixed a bug where Cases synced from Boomtown to Salesforce were sending duplicate requests to Salesforce (one for created and one for claimed)
• Previously our SAML2 SSO integration required an email domain list to function.  If it was empty, the integration assumed it is disabled.  We updated our SAML2 SSO integration so that the email domain list is no longer required. If it is populated, it will still support the redirect of Boomtown-initiated logins to your SAML2 IDP. It will not function as a whitelist of domains allowed to authenticate, as we will shift that responsibility to the organization-level settings where we already have a valid email domains list.

APIs

• Added the ability to view picklist options when requesting custom schemas on APIv3
• Fixed a bug where issues/status/history/{issue_id} was returning a 500
• Fixed a bug where /issues/file/upload/${issueId} was not accepting files
• Updated /issues/create to prevent importing a Case without a Location
• Updated /locations/put to enable teams to create Locations without a "Default User"

Knowledge

• Updated the "What's in this article" section on external Knowledge Articles to exclude H1 tags from embedded Articles within the main Article
• Updated the label tree so if you add an Article to an additional label without publishing, the article is now listed under the newly added label as Pending Draft (with accurate counts) and is not displayed in the label on the external Knowledge Library. Previously the Article would not show up in the label tree until you published the Article, making the Pending Drafts hard to find.
• Removed the extra search icons from the search bar and top navigation menu on the external knowledge base

Reporting & Dashboards

• Updated Journey fields on the Case Reports to show the Label for Journey Stage instead of the API Name. We also added Journey Name and Time in Stage as new available data columns
• Updated the View Dashboards permission to hide the Dashboard option in the left navigation bar for users that don't have this permission enabled

Smart Buttons (Mobile SDK)

• Fixed a bug where a Customer wasn't always able to end a conversation with the End Chat button in the mobile SDK
• Fixed a bug where chat tiles were not always popping up in real time for mobile SDK chats
• Fixed a bug where the forms with parent/child fields did not work properly in the Android SDK

Admin & Settings

• Email address is no longer a required field in the bulk importer. The same email address can also be used for different customers. These updates will help relax the validation criteria for bulk imports, making it simpler to import customer data.
• Fixed a bug in Alert Templates where HTML formatting was not always saving
• Fixed a bug where users would get prompted to update their password when logging into Boomtown immediately after updating their password
• Removed the requirement to populate the Email and Phone fields when creating new Teams

Security

• Fixed a cross-site scripting (XSS) vulnerability identified during our regular security scans
• Added .DMG files to the list of blocked file types for security purposes and also updated the error message for when a user tries to upload a restricted file type to the platform

Alan Finlay

Updates & Bug Fixes

Release Date: 3/15/22

CX Manager

Communications Improvements

We've updated the format of the Communication Transcript file that are created when a Case is Resolved to make them easier to read. These updates include: updating the name of the Transcript Files to make it easier to see which communication thread the transcript relates to, adding a friendly title to each PDF, and updated the format to strip out unnecessary HTML.

Fixed a bug where sometimes a new case was getting created rather than merging into the existing case when a customer replied to an email auto-reply (only impacted forwarding email inbox configurations, IMAP configurations functioned correctly).

Fixed a bug that prevented resolved cases from reopening when an email response came back into the platform with a matched subject line to a previous thread from that customer.

Fixed a bug where the Name associated with an email address would sometimes display the incorrect name.

Fixed a bug where inline images in emails were not properly displayed when replying to an email from Boomtown. Note that this still occurs periodically for large images in certain email clients and we will address that soon.

Case Updates

Fixed an issue where custom date fields would not accept a date before 1970 due to being in UNIX time.

Fixed an issue where chat tiles would sometimes not appear immediately.

Updated Views on the Cases tab to only show Cases that have been updated in the past 12 months. We also capped the total number of Cases that can be shown in a view to 1,000. This will increase performance and reduce load times. You can still access all Case data via search, Reports, and Dashboards. You can find more details about the Views Case data here.

Forms

Removed the ‘Save for Later’ button on General forms when accessed via web URL since the functionality did not properly work.

Connectors

Fixed a bug where some phone cases were not auto-creating and auto-opening for users in the Platform with a RingCentral integration.

Dashboards

We are adding additional Case metrics to your Dashboards that include:

• Time from Created to Now
• Time from Created to Claimed
• Time from Created to Resolved
• Hour of Day Case was Created
• Hour of Day Case was Scheduled
• Hour of Scheduled Job Date (PST)
• Hour of Scheduled Job Date (Customer Time Zone)
• Hour of Technician Began Onsite Work
• Hour of Case Resolved
• Hour of Case Claimed
• Time from Case Created to Scheduled
• Time from Case Claimed to Scheduled
• Time from Case Claimed to Resolved

Alan Finlay

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.

Alan Finlay

Updates & Bug Fixes

Release Date: 2/15/22

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 the Zapier Issue Log Created trigger was activated.

Alan Finlay

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.

Paige Camerino

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 SDK 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.

Alan Finlay

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.

Alan Finlay