H. September 2024

Release Date 09/24/2024

Find below the description for each active release of the month and the link directing to the articles within our Help Center:

Virtual Assistant

 Sections:

✓ Knowledge > Autogenerated: You can configure the tone and voice of the responses given by GEN AI if the autogenerated knowledge engine is active.

✓ Settings > Transfers: The ability to define the operating hours for transferred conversations in 15-minute increments has been added.

✓ Analytics > Chat: If sub-labels have been created and were relevant topics during the interactions with the virtual assistant, they will be displayed in the Tag filter list of this section. Additionally, access to Live from chat history is enabled for Script-type transfers.

✓ SDK Events: The onIncomingVideoCall and onIncomingVideoCallEnd events have been incorporated.

Articles:

1. Configure the voice and tone of responses provided by Generative AI
2. Transfer configuration in Agentbot
3. Get to know the Chat module
4. Subscribe Events (SDK)

Live

 Sections:

✓ Users: A new role called Agent Dashboard has been implemented. It will have the same capabilities as the Agent role but with the added ability to view the metrics dashboard in the Reports section, similar to supervisory roles, without access to the waiting session panel.

✓ Chat: During a conversation, copying and pasting files using Ctrl+V commands or dragging them into the interaction window will be possible.

 Articles:

1. Possible roles in Live
2. Files you can attach while chatting with a customer in Live

Engage

 Sections:

✓ Analytics: When downloading the report from this section, you will find the field message_id, which will display a unique ID for each message sent through your campaigns, both in WhatsApp and SMS channels. This data will help identify users receiving multiple messages in the same campaign and distinguish them from those who do not.

✓ Audience: If you have activated SMS sending in Engage, you will find the Audience section, where the number of unsubscribed users will be displayed.

Articles:

1. Analytics section in Engage
2. Opt-Out management for the SMS channel in Engage