Release Notes

Release Summary

This is a major product release with a completely new user interface for both the agent and customer web gadgets. Support for new channels, including Facebook and Viber in particular with Rasa buttons has been added for the first time. Customer data and category wise canned messages are now available with each customer interaction. New themes for the customer web gadget have been added and finally some bug fixes.

What's New

Facebook integration

Hybrid Chat now supports Facebook as a channel with a plain text with the ability to send and receive emojis/attachments. You can link your business Facebook page with Hybrid Chat, which will allow the agents to receive messages from your business page inbox. Learn more


Viber integration

Viber is now supported as a chat channel with text, images, and file transfer. your customers can chat with your business through all Viber application types including mobile apps, desktop or web-app. Viber buttons can now be displayed as response options for any question asked by the bot. The user can select one of the options, which helps save time, avoid misinterpretation of the message by the bot in case of insufficient bot training. Learn more.

Rasa buttons for Viber users

Rasa Buttons are now supported for Viber users. They can now receive a set of buttons on the keyboard displayed to them in any Viber app from the Rasa-Bot, which when clicked, sends the relevant response to the bot. Learn more.

New UI for agent gadget

Hybrid Chat agent gadget is now available with an all-new and improved user interface. Customer data and category wise canned messages are now available with each customer interaction. Learn more

New UI for customer web gadget

All new user interface for the customer gadget is now available. This capable yet simplified customer gadget, with various configurable options, can now be embedded in any web application, website, or mobile application supporting HTML5. The gadget comes with custom themes, configurable pre-chat form and working hours with ECM calendars, and supports several major languages by default, with an option to add new ones. Learn more

Chat History

Each chat interaction now has a chat history URL attached in a separate field, clicking on which should open a browser tab displaying the chat history of that particular session/interaction.

SMS via SMPP

With Hybrid Chat SMPP integration, users can now start an SMS to chat conversation with the Hybrid Chat agent from any mobile SMS messenger application. The agent, like other channels, is able to accept the incoming SMS chat request, respond as he wishes, or let the bot handle the chat. Learn more

Canned messages

The agent now has an option to open pre-configured template/canned messages from the message panel. Canned messages can also be grouped under categories.

Upgrade from the Previous Release

Assuming the current chat-solution version is installed in /hc/chat-solution.

Create a new directory HC3.8.5-upgrade and copy the current chat-solution directory in there. To upgrade to 3.9, follow these steps. 

  1. Create another directory HC3.9 and copy the downloaded deploy.sh in there and run it. It'll create chat-solution directory /hc/HC3.9/chat-solution

  2. In /hc/HC3.8.5-upgrade, apply the following configuration changes

    ConfigurationsComments
    docker/environment-variables/sms-connector-variables.env
    1. Take a backup of your current configurations of this environment file.
    2. copy the new environment file from /hc/HC3.9/chat-solution
    3. Reconfigure all env variables using your older configurations for older variables. For new variables, see details on SMS connector Environment Variables
    docker/environment-variables/agent-gadget-variables.env

    The following are the new variables added. See  Agent gadget environment variables for details.

    • ENABLE_CRM_EVENTS
    • CRM_URL
    • CRM_ACTIVITY_ENTITY
    • ACTIVITY_ENTITY_HISTORY_FIELD
    • CRM_SEARCH_FIELD 
    • GADGET_WIDTH
      Add canned-messages and crm-scripts folders in /docker/config from newly cloned release /docker/config/

    docker/environment-variables/customer-gadget-variables.env
    1. Take a backup of your current configurations of this environment file.
    2. copy the new environment file from /hc/HC3.9/chat-solution
    3. Reconfigure all env variables using your older configurations for older variables. For new variables, see details on Customer gadget environment variables
    Docker Compose files

    Replace the docker-compose-core.yml  and docker-compose-external-reporting.yml  files. 

    Translation Files  

    Replace all translations for customer and agent gadget.

    CertificatesUpdate all certificates in <installation-dir>/chat-solution/docker/certificates .
  3. Stop the older chat solution /hc/chat-solution.
  4. Start the solution from the directory /hc/HC3.8.5-upgrade.

Compatibility Matrix

For a more detailed document describing compatibility between different components, see here.

Components

Updates in this release

Affected Components

Fixed major and minor bugs
comm-server
Logs improvement, Bug fixing and support for Viber buttons added.
chat-server
Performance and UI improvements
customer-gadget
Sms-connector has been updated to support SMS via SMPP server, Viber and facebook channel.
sms-connector
UI improvements, Bugs fixing and canned messages support.agent-gadget
Fixed minor bugsmre-front-end
Fixed major bugsreporting-connector
Rasa-connector has been updated to make compatible with rasa- button for viber and rasa-bot 0.14.5.rasa-connector

Fixed Issues

Issue SummaryJIRA IssuePriority
The agent was unable to login due to the 'invalid device' error because of the connectivity issue.

CSN-1981 - Getting issue details... STATUS

CRITICAL

No chat was shown to the agent after accepting the chat.

CSN-2234 - Getting issue details... STATUS

MAJOR


WhatsApp user was unable to receive agent messages.

CSN-1939 - Getting issue details... STATUS

MAJOR

Chat history link, in CRM, was showing JSON format page.

CSN-2383 - Getting issue details... STATUS

MAJOR

Queue position and estimated wait time were not added in the translation file.

CSN-1543 - Getting issue details... STATUS

MAJOR

No second leg was creating in the database when RONA occurred.

CSN-2472 - Getting issue details... STATUS

MAJOR

Inactivity messages weren't showing as expected, with specific configurations, in mobile view.

CSN-1980 - Getting issue details... STATUS

MAJOR

After creating a specific queue in MRE, MRE has to be restart by admin.

CSN-1572 - Getting issue details... STATUS

MAJOR

Special characters were showing in bot name when bot replies when no agent is available to joins the chat. CSN-2352 - Getting issue details... STATUS


MAJOR

EWT_MAX_POSITION configurations are not working for Customer Gadget.

CSN-2482 - Getting issue details... STATUS

MAJOR

FIelds were disappearing in customer gadget if MESSAGE_LIMIT is set to empty.

CSN-2476 - Getting issue details... STATUS

MAJOR

Numbers overlaps in the phone number field (customer gadget) if prefix number is set more than 4 characters.

CSN-2485 - Getting issue details... STATUS

MAJOR

Chat doesn't end in web customer gadget after agent availability timeout ends, when DIRECT_HANDOFF=true

CSN-2481 - Getting issue details... STATUS

MAJOR

Multiple error messages show to Viber & Facebook users on ActiveMQ restore.

CSN-2420 - Getting issue details... STATUS

MAJOR

Server acknowledgment is not implemented on agent & customer gadget.

CSN-2419 - Getting issue details... STATUS

MAJOR

Wrong chats were routing to all available agents on MRE restore.

CSN-1995 - Getting issue details... STATUS

MAJOR

Time Format is same for both agent and customer gadget i.e 24 hours

CSN-1487 - Getting issue details... STATUS

MINOR

Agents, to whom MRE-Agent role is not assigned, shows in the conference/transfer list in the Agent Gadget interface.

CSN-1960 - Getting issue details... STATUS

MINOR

Open Issues

Issue SummaryJIRA IssuePriorityWorkaround
On restarting the machine, the reporting connector creates multiple AMQ consumers.

CSN-1360 - Getting issue details... STATUS

CRITICAL


Customer gadget is not accessible in iOS device browsers.

CSN-2604 - Getting issue details... STATUS

CRITICAL


Call Back User Interface is not implemented.

CSN-2395 - Getting issue details... STATUS

MAJOR


Same chat routes to an available agent. (rare case)

CSN-2589 - Getting issue details... STATUS

MAJOR


The chat ends on the browser refresh.

CSN-96 - Getting issue details... STATUS

MAJOR


The agent sometimes takes too much time to log in.

CSN-2399 - Getting issue details... STATUS

MAJOR


Chat Session time resets in specific scenarios.

CSN-1983 - Getting issue details... STATUS

MAJOR


History messages show to the customer on chat server restore.

CSN-1533 - Getting issue details... STATUS

MAJOR


When queues are deleted from MRE, then these queues don't update on the supervisor dashboard.

CSN-2049 - Getting issue details... STATUS

MAJOR


Agent's state for chat doesn't interrupt when a voice call comes in.

CSN-2000 - Getting issue details... STATUS

MAJOR


Browser notification for an agent doesn't work in Finesse.

CSN-1352 - Getting issue details... STATUS

MAJOR


Chat history doesn't show in CRM if chat is from the WhatsApp user.

CSN-2416 - Getting issue details... STATUS

MAJOR


Same chat actives on two agents and ends from both if one agent ends it.

CSN-2484 - Getting issue details... STATUS

MAJOR


Barge-in & Leave Chat buttons disappear from Supervisor interface in case of chat transfer.

CSN-2612 - Getting issue details... STATUS

MAJOR


Reporting connector doesn't work if connection is restored between reporting connector & SQL.

CSN-2802 - Getting issue details... STATUS

MAJOR


Chat is not coming to the agent if we initiate a chat request and later assign an attribute to the agent in MRE.

CSN-1578 - Getting issue details... STATUS

MINOR


Agent Gadget UI takes too much time to load (openshift).

CSN-804 - Getting issue details... STATUS

MINOR


NULL shows in reports/database in QUEUE NAME & QUEUE ID when MRE is down and chat is initiated.

CSN-1999 - Getting issue details... STATUS

MINOR


The agent gets an error 'The object is in an incorrect state for the request' in a specific scenario.

CSN-1924 - Getting issue details... STATUS

MINOR


Estimated wait time and queue position message still show in customer gadget, when no agent is available.

CSN-1965 - Getting issue details... STATUS

MINOR


No intent/suggestions show to agent against the first message sent by the customer.

CSN-1558 - Getting issue details... STATUS

MINOR


Chat Request remains in the queue forever if an agent is not available. (specific scenario)

CSN-1615 - Getting issue details... STATUS

MINOR


Supervisor Agent can't add another agent in the conversation.

CSN-592 - Getting issue details... STATUS

MINOR


No notification shows to the agent when MRE service is down.

CSN-484 - Getting issue details... STATUS

MINOR


Hybrid_Chat Configuration is not implemented in the chat server.

CSN-484 - Getting issue details... STATUS

MINOR


Chat can be initiated with the same number while no agent is available, one session ends while the other doesn't end on customer gadget.

CSN-2039 - Getting issue details... STATUS

MINOR


Message either activity or regular message gets hidden behind  Wait Time & Queue/Handoff message when no agent is available.

CSN-2468 - Getting issue details... STATUS

MINOR


Any text which is typed in the next line is not received in that format by both agent and customer(web).

CSN-2449 - Getting issue details... STATUS

MINOR


Hand raise icon appears in the dashboard if supervisor barge-in instead of accepting hand raise request.

CSN-1984 - Getting issue details... STATUS

MINOR


Extra space in customer gadget for web if fewer fields are configured.

CSN-2444 - Getting issue details... STATUS

MINOR


Email field shows as empty in agent gadget if not configured in customer gadget for the web.

CSN-2477 - Getting issue details... STATUS

MINOR


A blue background shows in the profile circle in the supervisor agent interface when barge-in.

CSN-2479 - Getting issue details... STATUS

MINOR


Some messages are missed if browser language is not added in environment variables (customer gadget)

CSN-2621 - Getting issue details... STATUS

MINOR


On profile circle, in agent gadget, 2 shows on message counter when a file is sent by the customer. 

CSN-2592 - Getting issue details... STATUS

MINOR


UI issues in Internet Explorer.

CSN-2590 - Getting issue details... STATUS

MINOR


'Whatsapp' text is showing with the phone number in the customer data when chat is initiated via WhatsApp.

CSN-2415 - Getting issue details... STATUS

MINOR


Default Theme and Language Text(in the header) loads first, other than the configured settings which show later.

CSN-2591 - Getting issue details... STATUS

TRIVIAL


Release Limitations

This release has only been tested with UCCE 10.5. Rasa chatbot is only trained in the English language for now. No testing was done in case of reporting capabilities. Activity messages are not supported in any channel except the customer web gadget. Call Back feature UI, in Customer Web Gadget, is not implemented in this release. For other channels (SMS, WhatsApp, Facebook & Viber), this release is only tested with Twilio trial account, Facebook developers testers account, Viber tester account, SMS SMPP with selenium software and not tested in the production environment.