We have released a new version of Live Assist. It goes live according to the following schedule:
- North America region: April 30, 2024 (majority of items) and May 8, 2024 (remaining items)
- EMEA region: May 15, 2024
- APAC region: May 16, 2024
Feature Improvements
- Messaging: Text descriptions added to conversation transcripts when files or images are shared
- Messaging: Channel prefix added to Chat Activities
- Messaging: If file transfer has not yet been enabled for an organization, agents will now be alerted to this if trying to transfer a file
Bug Fixes
- Messaging (API): An issue with agent status reporting via API has been corrected
- USD: Additional data has been added for chatcontext in the USD session so visitor name, customer type, and phone number properly show in the Chat Activity when USD is used
- Messaging: Fixed issue where visitor IP did not always populate to the Chat Activity
- USD: The session tab will now reflect the name of Authenticated Visitors even if not refreshed
- USD: Full screen mode for Voice and Video calls is not supported in USD, so the full screen button has been disabled
- Messaging: File transfers made by a previous agent in a conversation are now visible to other agents who participate later in the conversation
- Messaging: File transfers made in previous sessions of the same conversation will now remain visible in the agent widget
- USD: Fixed issue that caused a 404 error in the agent widget if Ctrl-r was used to trigger a refresh
- Messaging: Fixed various disconnection issues in the agent widget
- iOS SDK: Fixed an issue preventing the removal of the co-browse banner on the visitor side after the agent ended a co-browse session
- Messaging: Fixed an issue periodically causing a 500 error
- Legacy Live Chat: Fixed various issues with co-browse, timestamps on chat/conversation transfer, and bots
In addition, we have made various stability and security improvements.