CX Manager

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.
• 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

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