🐭2020

Editor: Teddy Sang

1.57.34

Updated: Dec 21, 2020

Features & improvements

• Added automatic phone binding for new customers From now on, for new customers coming in via phone channels, the phone number will be saved to the contact information when you create the customer, so you no longer need to add it manually. However, if there are already two customers in the system with the same number but different customers, the number will not be automatically saved when creating a new customer.

• Added SMS record feature You can view SMS records under "Channels" > "Message Records". If the filter for knowledge base articles is enabled, only user phrases that the customer "hit" in bot mode and the bot's knowledge base responses will be displayed.

• Added conversation suite authentication feature In certain usage scenarios, your website already knows the customer's login information, such as email, phone number, member ID, etc. You can perform FIRST LINE customer verification via integration.

• Added hourly statistics for agent call efficiency The toggle for the daily report option will determine whether statistics are displayed by day (not the current day) or aggregated by hourly data.

Bug fixes & refinements

• Adjusted whether event auto-responses are sent From now on, for flexibility, you can choose not to send event auto-responses by leaving the content empty, in which case nothing will be sent.

1.55.32

Updated: Dec 13, 2020

Bug fixes & refinements

• Fixed some minor bugs

1.54.29

Updated: Dec 15, 2020

Features & improvements

• Added after-hours incoming call feature You can choose whether to enable the after-hours incoming call feature in "System" > "Company Settings."

• Added permission to update service records A permission toggle for "Update Service Records" was added under "Permissions."

• Added ability to change customer data in tickets You can now add and edit customers directly within a ticket without being redirected to the customer page.

1.52

Features & improvements

• Added filter for non-required fields

• Added customer ID search field

• Added permission and notification for changing customer ownership

Bug fixes & refinements

• Fixed filtering for custom form fields

1.51.4

Updated: Nov 15, 2020

Features & improvements

• Added conversation search in chat records

Bug fixes & refinements

• Adjusted Do Not Disturb information time display

• Fixed issue where clicking links in emails would not open a new window

• Fixed error when creating new keyword replies

• Fixed email attachment failure

1.47.6

Updated: Oct 24, 2020

Features & improvements

• Added dictionary (vocabulary) feature

  Used to help the chatbot understand certain special terms or company-specific jargon, such as "bridge device," "broadband," etc., or product names sold like "Stout beer"—adding more words helps the bot understand.

• Added user phrases feature for knowledge base

  Under "Knowledge Base" > "Chatbot", add sample phrases customers might say about this knowledge base article, such as "What is the price of the product?" or "Is the product free?" By entering more example sentences, the chatbot's understanding of customer conversations and responses improves.

Bug fixes & refinements

• Adjusted keyword response structure

  The keyword function has been adjusted so that when the system receives a customer message of "an exact match" for the keyword message, it will trigger an auto-response, and the previous knowledge base search will be configured separately.

• Adjusted knowledge base public visibility setting

  The bot will only search and reply with knowledge base articles that are published. Unpublished articles can be used for internal company reference only.

1.44.5

Updated: Oct 10, 2020

Features & improvements

• Added conversation content search You can use this feature in chat records, service records, and active conversations.

• Added ticket custom form report fields

  Added two displayed fields, "Category" and "Subcategory", to help identify tickets.

• Added custom form import feature

  You can go to "System" > "Custom Form Import" to import your custom form data as a UTF-8 encoded CSV file, set matching conditions, and so on.

Bug fixes & refinements

• Adjusted notification styling

• Adjusted style of locked fields when binding customers

• Adjusted announcement sending feature

  From now on, announcements can include URL hyperlinks and line breaks for easier formatting.

• Adjusted employee checkboxes to allow search by employee ID

• Fixed E-Mail sending error