🐭2020
Editor: Teddy Sang
1.57.34
Updated: Dec 21, 2020
Features & improvements
Added: Automatic binding of phone numbers for new customers From now on, for new customers who contact via phone channels, the phone number will be saved to the contact information at the same time you create the customer, so you don't need to add it manually. However, if the system already has two customers with the same number but different records, the phone number will not be saved automatically 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 were "matched" by the chatbot mode and the chatbot's knowledge base responses will be displayed.
Added: Conversation package authentication feature In certain use cases, your website already knows the customer's login information, such as email, phone number, member ID, etc. You can use integration to perform FIRST LINE customer authentication.
Added: Agent call efficiency hourly statistics Toggling the daily report option will determine whether statistics are shown 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—simply clear the content and it will not 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 handling You can choose whether to enable after-hours incoming call handling under "System" > "Company Settings."
Added: Permission for updating service records A permission toggle for "Update Service Records" has been added under "Permissions."
Added: Edit customer data from tickets You can now add or edit customers directly within a ticket without being redirected to the customer page.
1.52
Features & improvements
Added: Filter non-required fields feature
Added: Customer ID search field
Added: Permission and notification for changing customer ownership
Bug fixes & refinements
Fixed: Custom form field filtering
1.51.4
Updated: Nov 15, 2020
Features & improvements
Added: Conversation search in chat history
Bug fixes & refinements
Adjusted: Do Not Disturb information time display
Fixed: Email link click not opening in a new window
Fixed: Error when creating keyword replies
Fixed: Email attachments not working
1.47.6
Updated: Oct 24, 2020
Features & improvements
Added: Lexicon feature
Used for the chatbot's understanding of certain special terms or company-specific terminology, such as "bridge device," "broadband," etc., or product names being sold, like "Stout beer." Adding more words helps the bot understand.
Added: User phrases for knowledge base
Under "Knowledge Base" > "Chatbot," add phrases that customers might say about this knowledge base article, such as "What is the product's price?" or "Is the product free?" By entering more example sentences, the chatbot's ability to understand customer conversations and respond improves.
Bug fixes & refinements
Adjusted: Keyword response structure
The keyword feature has been adjusted so that the system triggers an auto-response only when it receives a customer's message that is "an exact match" for the keyword, and the previous behavior of searching the knowledge base articles will be configured separately.
Adjusted: Knowledge base visibility settings
The bot will only search and reply using knowledge base articles that are public; non-public 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 history, service records, and active conversations.
Added: Ticket custom form report fields
Added two display 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 in CSV format encoded as UTF-8, set matching conditions, and so on.
Bug fixes & refinements
Adjusted: Notification styles
Adjusted: Style of locked fields when binding customers
Adjusted: Announcement sending feature
From now on, sent announcements can include URL hyperlinks and line breaks for easier formatting.
Adjusted: Employee checkboxes can be searched by employee ID
Fixed: E-Mail sending error
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