Embedded Files
Textel Platform Updates
Textel Platform Updates
Capacity Integration Progress
ChatBot Microservice & Database Adjustments
The team is pushing forward with the integration with Capacity's Guided Conversations product. In this release, we are deploying updates to the ChatBot microservice as well as the new database tables and data access layer code needed to populate the tables. This was a pre-requisite for us to move ahead with the rest of the build. This includes additional adjustments to our Accounts and Lines databases to allow for mapping between the Capacity Org Id and GC Ids.
Conversation Sidebar UI Adjustments
In the first front-end story for this integration, we have made updates to the Conversation sidebar that will offer some new treatments when a conversation is in an active Bot Session.
When showing who has the conversation assigned/claimed, the chip will say "Chat Bot"
We are hiding the ability for live users to claim an active bot convo from the rail, replacing those buttons with a "View" button. (The act of taking over a conversation from the bot will be covered in a future story where we are adjusting the message panel side where users compose messages.)
We have added a filter to the sidebar that allows clients to filter on if a conversation is in an active bot session (All, Yes, No)
We are suppressing new message notifications for any conversations that have an active bot session since live users do not need to take action
NOTE: These updates will not be surfaced to any clients yet until we get further along to the MVP version of this integration.
Genesys CCaaS Integration
We have set up the implicit auth that we needed to be able to properly authenticate our integration with Genesys in production.
Agent Tracking - We have made the tracking of which agents have interacted with both the internal conversation and the one created in Genesys, more robust. This will allow us to more effectively do things like Last Agent Routing and have more accurate reporting on message authorship.
Added the Ability to Edit Notes and Contacts List from within Conversations
When in a conversation and you click on the contact, when we display the modal, we now give you the options to add/edit notes for that contact and adjust what contact lists they are on. Previously, you could only do this from the Contacts page.
Bug Fixes
HIGH - Nice CXone Chat | Fix Conversation Polling
This will address a number of the major issues with keeping the conversations between the two systems in sync. It will also, improve the logging, improve load balancing and performance, and actually do a proper multi-threading method.
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