Helvia.ai Release 5.68.0
18 December 2024
Last updated
18 December 2024
Last updated
A new Genesys 'Open Messaging' Live chat integration has been added to the console, enabling administrators to effortlessly set up and manage this integration with a simple plugin.
To add Genesys for Live Chat, you have to first go to the organization's integrations and create a Genesys integration.
Once this has been created, go to the bot's 'Plugins' tab, select 'LiveChat' and click 'Activate' on the Genesys card.
This update also includes support for the Genesys plugin in bot configurations, making it visible in livechat request nodes.
Our latest update standardizes pagination across all tables in the console. Now, you can easily select the number of results you wish to view in any table, including the Missed Questions table. This enhancement ensures a more intuitive and efficient navigation experience, allowing you to manage data with ease.
When adding priority keywords, admins will now receive a notification if the keyword already exists in another Automated Answer (AA). This update provides the specific AA where the keyword is already configured, allowing for more informed decision-making and efficient keyword management.
The Idle Notification feature enables bot admins to set a specific idle time after which a notification prompts the user, encouraging them to re-engage with the conversation. This feature has been enhanced with the below:
Several user actions are recognized to reset the idle timer: when a user sends a message, closes a notification, or begins typing in the send box.
Notification Management: Once a user interacts with the webchat (by closing the notification or sending a message), any existing notifications are automatically removed. If a second notification is configured, it will not be sent unless the user becomes idle again.
Now, when exporting chat-session bot records, you will receive a comprehensive view with the inclusion of session tags. This update ensures that tags are clearly displayed in separate columns in your CSV and XLSX files. This enhancement provides a more detailed and organized dataset, allowing for better analysis and insights into your chat interactions.
Scheduled reports will now include the new Customer Satisfaction (CSAT) analytics section. This enhancement allows you to seamlessly access and analyze CSAT data, in both PDF downloads and scheduled reports.
In this update, we've enhanced the interactivity of tables to improve user experience significantly. Now, when you hover over a table row, the cursor will change to a hand symbol, visually indicating that the entire row is clickable. This intuitive design change signals that specific actions, such as opening a side modal or navigating to another page (e.g., Knowledge Bases, Flows, or Automated Answers), will be triggered.
We've introduced a new system variable, TimezoneOffset, which provides the time zone offset for your bot's timezone. This enhancement allows for more accurate scheduling and time-sensitive operations, ensuring your business processes align perfectly with your local time settings.
