2. About the Release

Changes made include:

2.1 Tag Adjusters

An option to add or remove multiple tags for a conversation in one action. The primary use case is to move a chat to a different queue, but other include agent alerts or moving a chat to a different conversation stream

Tag adjusters are setup in Message Management in the Tag Adjusters tab. Adjusters consist of a name, tags to be added and tags to be removed.

In order to be displayed for a chat the queue needs to be setup to display the tag adjuster in Settings -> Queue Setup and the Queue Tag Adjuster tab

Tag Adjusters are also available as an action for a Tag Processor or workflow component.

2.2 UI Change

The Settings -> Message Management page has been reordered to separate campaign specific settings from more general settings. There are now 3 tabs on the page:

Campaign Specific – this contains the old contents, without the analyser testing
Tag Adjusters – contains the Tag Adjusters for the organization
Analyser Testing – contains the test applet for testing phrases against the different analysers

2.3 Bugfix: New tags are now no longer checked when checking for existing tags

Previously: If a tag processor was limited to triggering when specific tags were present it would trigger if the trigger tag and the tags that needed to be present were applied to the chat in the same message.

After the bugfix: All tags that are specified in the tag processor that need to be present need to be present before the message that applies the triggering tag

Use cases: You can use this to answer a customer query differently based on how many times the customer asks the same question

2.4 Hovering over a library response label shows a preview tooltip of the text

2.5 Page to show disabled/locked out users

The User Management page has a new tab: Locked Out/Deleted Users. This tab shows all users that are either deleted or locked out of the system with steps provided for reinstating the users.

If you reinstate a deleted user, they will subsequently be removed from this list and reactivated for access with the password they originally set and will be removed from this list.

If a user is blocked you need to reset their password and once reset, they will again be removed from this list

2.6 Only display library responses if agent is assigned to the conversation

Library responses will only be visible on the chat page when the viewing agent is assigned to the chat.

2.7 Update user roles and delete users

The User Management page has been updated to include a Manage Permissions tab where user permissions can be changed, or the user deleted.

2.8 Can delete a team

The Team Management page (Settings -> Team Management) has a new tab: Utilities that has an option to delete a team. In order to recover a team it will need to be recreated and all users and settings reset.

2.9 Option to only send reminder messages during office hours

In the Customer Reminder and Auto Resolve section of the Campaign page there is a new option to defer sending the reminder message until the campaign is ‘Open’ based on the opening hours. Reminder messages will be sent within an hour of the campaign opening.

2.10 Resolved indicator in reply box

In Organisation Settings in the Agent Settings tab there is a new option to display “Chat is resolved” in the chat reply box to better indicate to agents that the chat has been resolved.

The chat reply box looks like the following when the chat has been resolved

2.11 Restrict Resolution Reasons by Queue

The Queue Setup page has a new tab: Resolution Reasons. The option to restrict resolution reasons for the queue will only show any resolution reasons that are further selected in the ‘Use’ column.

3. Known Bugs and Limitations

None