Release Notes: This version includes 109 improvements from community feedback. Virtual attendants can schedule behavior loops like SLA escalations and reminders. Custom behavior can be added before and after worker replies, and on assignment. Macros automate reusable actions. Decision trees can be rearranged with drag/drop interaction. Virtual attendants manage mail filters. Notifications linking to the same record are automatically marked read. Properties and custom fields are displayed at the top of each record. Comments can be searched. The ticket mask format is customizable. An LDAP plugin is available.
Release Notes: This maintenance update includes 12 improvements. The 'Set header' action in 'Before sending worker message' behaviors is now capable of replacing existing mail headers. An issue where the bucket name was always 'Inbox' in some Virtual Attendant behaviors was fixed. A warning was added to the POP3 setup page, stating that downloaded mail will be deleted from the mailbox. In Setup, custom fields can be dragged into a desired order. Global custom fields can be migrated to fieldsets. A loading spinner is shown when clicking the reply button on a ticket profile.
Release Notes: This maintenance update includes 17 improvements. An 'Also execute in simulator mode' option was added to the HTTP request action in Virtual Attendants. Virtual Attendants can simulate delegated behaviors in the simulator. A 'Get links' action was implemented in Virtual Attendants for loading links of any type into a custom placeholder. The ability to customize the browser favicon was added. Buttons for 'Create behavior' are now properly shown on the mail filters setup page. A bug in the Support Center that ignored the configured order of the menu options was fixed. An error in time tracking profiles was fixed.
Release Notes: This major update includes 144 new features. A new mobile Web interface provides workers with access to their notifications, workspaces, and Virtual Attendant behaviors while away from their desks. Virtual Attendants now directly own behaviors, making it easier to organize automation workflows. The events and actions available to Virtual Attendants can be restricted by admins. Attendants can delegate behaviors to each other in real time. The simulator can target specific records and public behavior variables can be tested. Automation behaviors can be triggered through the REST API.
Release Notes: This maintenance update includes 13 improvements. When configuring a Virtual Attendant to relay email to workers, the default subject line now contains the ticket mask in order to promote discussion threading even without the standard mail headers. Virtual Attendant behaviors can now include dynamic lists of arbitrary workers when determining a worker for dispatching or other assignment behaviors. Previously, this was limited to groups and static worker lists. Ticket worklists allow data to imported from CSV files, which simplifies merging and importing data from external systems.
Release Notes: This maintenance update includes 23 improvements. The default 'Mail' page created by the 'Help me create a page' wizard now expands the subtotals sidebar on the ticket worklists. When a worker doesn't have an availability calendar configured, viewing the 'Availability' tab on their profile now discloses this fact. All Virtual Attendant behaviors can now use a 'Custom Script' condition to determine outcomes. After importing a file of CSV records into a worklist, the number of imported records is now displayed. The '#comment' action on relay replies works properly again.