CX Manager

• Enhanced the performance of loading customer profiles, including the Customer panel of the Case screen
• Fixed an issue where a user wasn't properly navigated to the correct Case when using Global Search from My Work
• Fixed an issue where the conditional logic on the Case Layout was not working when setting a field to Show when X is not Empty
• Improved the performance of running Automations
• Fixed a bug where Custom Fields were not showing up in Case Layouts unless the Ecosystem box was checked
• Fixed a bug where the Custom URL Field type did not open URL links
• Fixed a bug where Users were being suggested Internal shared Articles in Cases
• Fixed a bug where you had to delete a Case twice in order for it to be properly deleted

Knowledge

• Drafts will now automatically be saved whenever the Session Timeout Warning modal appears so any changes you make get saved before you are logged out for being idle in the platform
• We updated the functionality of Tokens to allow multimedia and more rich text options
• We added Inter as the default font option when creating a new library. We also added Roboto and Montserrat as font options
• Fixed an issue related to sub bullets in numeric and bulleted lists. You can now indent sub bullets as well as change the list type in a nested list
• Fixed a bug where tagging Search Terms to a Knowledge Article would prevent that Article from showing up in search results
• We fixed a bug where inserting a token into an Article would cause a line break that put the token text on a separate line

Integrations & APIs

We added new GET and POST API endpoints for Automations, which will enable teams to get all their existing automations as well as trigger Automations via API. These new APIs will be available in our API documentation at developers.goboomtown.com/api.

Virtual Assistants

• Sentiment Analysis is now available as part of Virtual Assistant Analytics. Your Virtual Assistant will now be able to classify user responses into the following sentiments: Positive, Neutral, Negative.
• Made some small styling enhancements to the bot builder to add a bit more space for the bot builder interface
• Updated the background color of the selected left navigation item in the Bots section
• Updated the interface to minimize the main Settings navigation when in the Bots section
• Fixed an issue where embedded flow nodes all contained the text, "invalid" after initial creation
• Improved the performance of deleting Virtual Assistants

Reporting

• Fixed a bug where not all users could see all Folders under Reports.

CX Manager

Cases

• Fixed an issue where the conditional logic on the Case Layout was not working when setting a field to show when X is not Empty
• Fixed an issue where the Location Name was missing from the Location overlay on the Case screen
• Fixed an issue where if an organization has Custom Ecosystem Fields in their Case layout, users in their ecosystem but outside of their organization could not see these fields when they are creating a new Case
• Updated the tab name from Integrations to Connectors on the Solutions panel of a Case

Communications

• Fixed an issue where users would see a message with a snippet of code in the communications panel when a customer clicked End Chat in Messenger

Knowledge

• Fixed an issue where the page would sometimes fail to load when creating a new Article while actively editing another Article

Virtual Assistants

Virtual Assistant Connectors

We made the Virtual Assistants more actionable by adding the ability to capture and send user data through connectors/API integrations during conversations. Users can add connector actions on their Virtual Assistant flows to send data from conversations to third-party connectors. As part of the first release, we are launching lead generation on Salesforce through these conversations. With connector actions, the Virtual Assistants can now act as a single access point connecting different services internally and externally.

• Added a Connectors Icon on the Virtual Assistant Builder Canvas to add and connect connector actions on Flows. Supported connectors that are integrated and authenticated on OvationCXM platform will be available for the users to choose from the connector list.
• Added functionality to directly create a new lead on Salesforce from the Virtual Assistant conversations. Available for organizations having Salesforce connector pre-authenticated and integrated on their OvationCXM platform.
• Added ability for users to map entities/customers/locations/cases/manual input to the following fields (Channel, Name, Email Address, Phone Number) for "Create a new Lead" action with Salesforce connector
• Added the ability to display the required and optional fields that can be sent to perform the selected action from the selected connector. Users can map entities, locations, cases or customers to these field or can add a static manual input.
• Added the connector fields to the reporting data for Virtual Assistant analytics
• Added the functionality to test a connection while "Create a new Lead" on Salesforce as action for a Virtual Assistant flow. Test Connection button will create a dummy lead object with dummy values on Salesforce for users to verify the connection link and field-object mapping.

Additional Updates

• Fixed an issue that prevented Virtual Assistant from getting initialized and responding to the messages coming from the SMS channel
• Added Sentiment Analysis as part of Virtual Assistant Analytics. Virtual Assistants will be able to classify user responses into the following sentiments: Positive, Neutral, Negative.