Announcements
12 November 2024 Release Notes
What's New
User Management
Support Single sign on (SSO login) using Okta and Microsoft Entra ID
Webchat SDK
Allow developer to custom close button icon by using parameter "customCloseBtn"
Enhancement
KYC V2
Allow developer to update user identity without deleting the existing mapping
Add new parameter to get multiple userID in KYC
Bug Fixes
Fixed the issue of user display name is not update in Top users dashboard
Fixed the issue of stop bot mode when open ticket from template
30 October 2024 Release Notes
What's New
Livechat
Agent Copilot, support customer service agents by providing real-time guidance, suggestions
Gen AI
New Knowledge Base enhancement: supports managing document and file content by breaking it into manageable chunks with Chunk Resolution.
10 October 2024 Release Notes
What's New
Journey Insight
New Analytics tools to analyze conversation between user and chatbot/human agent
Chatbot
Introduce new bot message type, HTML message to support on webchat SDK platform
Enhancement
Display last login time for agent in the system
Bug Fixes
Fix the classifier model is changed to default when user update the network
Fix the incorrect data in user journey report
23 September 2024 Release Notes
What's New
Webchat SDK
Support location action on webchat platform
Enhancement
Enhance the web platform security
Allow agent to send message back to user within 7 days window
Support the file's name in Thai language
Support new model of vector classifier (Alpha version)
Bug Fixes
Fixed the issue when cannot reset password with upper-lower letter of email
9 September 2024 Release Notes
What's New
Livechat
Auto assign ticket by round robin
Customer satisfaction survey
GenAI
Change GenAI Log-in page to match with MegaBot Log-in page
Sync between MegaBot and GenAI networks
Manage GenAI users through MegaBot
Enhancement
Add ability to search livechat ticket by
Audience info
Public user ID
Bug Fixes
Fixed the issued of download overview and user journey dashboard
Fixed the issued of scroll up the livechat page during the uploading file
Fixed the issued of incorrect display allow edit custom profile mode when the admin turn off this mode
26 August 2024 Release Notes
What's New
Open ticket action on chatbot decision mapper
Add analytics data of Maximum messages per conversation in overview dashboard
Add analytics data of Average messages per conversation in overview dashboard
Add analytics data of Top user messages in overview dashboard
Add more data in the NLP report to determine the success/failed of classification and action of bot replied
7 August 2024 Release Notes
What's New
Open ticket action on chatbot template
12 July 2024 Release Notes
What's New
Heat Map dashboard to visualize the intensity of the average number of messages per hour throughout the week
Provide the agent's ability to monitor unassigned ticket from the livechat unassigned tab
Enhancement
Increase the limit of following message template to support on Webchat SDK
Option template: text characters from 160 to 1,000 characters
Carousel template
title from 40 to 200 characters
description from 120 to 1,000 characters
button labels from 50 to 200 characters
Bug Fixes
Fixed the display of flex message on livechat
Correct the SLA data in ticket summary report
26 June 2024 Release Notes
What's New
Custom user profile on Live chat (Audience's nickname)
Support the admin to monitoring ticket user chatting with chatbot in the unassigned tab
Enhancement
Webchat SDK
Supporting real-time update on user rich menu
Enhance the stability of connection when user stay on the chat for long time
Bug Fixes
Fixed the issue of auto assign ticket when disable the feature
Fixed the issue of user display name is not update on Live chat platform
11 June 2024 Release Notes
What's New
Live chat operational dashboard illustrated Agent and supervisor performances
Live chat list filter
Filter by team name
Filter by not replied message
Agent and Supervisor can assigned to multiple teams
Enhancement
Improve UX/UI for selection assignee process in live chat and ticket management page
Aligned chatbot and live chat setting into same location
increase max character length of sample in intents to 500 characters
Bug Fixes
Resolved the issue that badge Not replied was not disappear when assignee replied to the chat on mobile
Resolved the issue that user rich menu was not update correctly when user is in multiple segments
27 May 2024 Release Notes
What's New
Notification sound alert when new ticket assigned to agent
Password policy
Add resend code to email button when reset password
Enhancement
Showing role and team (If have) when click on profile picture in Live chat
Live chat settings
Change maximum ticket to 500 tickets
Live chat team management
Add color dot to show agent status in Live chat
Bug Fixes
Resolve the issue that Image sent from Live chat not display on Facebook platform
9 May 2024 Release Notes
What's new
Ticket Wrap up
add path link to module create Category, Reason, and Outcome for Super Admin
add path link to module create new reason at module create category if they are no reason have created
API add info metadata
Enhancement
Live chat workflow tab support opened status ticket in tab My favorite and Team follow up
Support filter channel in mobile
24 April 2024 Release Notes
What's New
Ticket Wrap up
Admin set up Category, Reason, and Outcome in the Live Chat Setting, for Agents to conclude resolved ticket details and comprehensive tracking
Password Policy
Account Lock user
Force Change Password
Enhancements
Add Column in the Ticket Summary Report as follows: User message count, Agent message count, Bot message count, total message count, Ticket Assign Timestamp, Ticket Duration, Handling Time, First response time, First response duration, SLA status, and Service flag
Bug Fixes
Close the resolved ticket that has reappeared on the live chat page
The image map can cover buttons according to the specified size
28 March 2024 Release Notes
What's New
Template Collection
The ability to set a collection of quick reply templates for agents to swiftly send template messages to users.
Enhancements
Display the channel name on the Livechat platform
Bug Fixes
Ensuring the rich menu segments now display accurately in accordance with their priority settings.
Fixed the conflict with jquery $ selector in webchat sdk
27 February 2024 Release Notes
What's New
Collaboration Mode
Enabled the configuration mode will allow agent to collaborate with their teammate by reply teammate's ticket and manage assignee on others ticket
Ticket Team Follow Up
Allow livechat agents to escalate the high priority ticket within their team
Bug Fixes
Fixed bot does not reply when the intent name is more than 20 characters
15 February 2024 Release Notes
What's New
Real time events (RTE) on livechat
Support the agent message realtime event, so when agent observed others ticket will now be able to see another agent message when chat with the user
Support the real time sorting ticket by latest message, so the ticket that has message sent will display at the top of the recent page
Enhancements
Increase the maximum of buttons in carousel and option template to 10 buttons when usign the template on webchat sdk
Allow the developer to using last 20 user entities in the chatbot flow
Bug Fixes
Fixed the ticket behavior when admin disable auto-assign feature on livechat
Ticket will not be removed from the assigned agent when he/she logout
15 January 2024 Release Notes
What's New
Location message type
Support share location action from LINE and Webchat SDK user
The UI for manage ticket tag on livechat platform
Enhancements
Support square carousel image when the aspect ration of uploading image is 1:1
Bug Fixes
Fixed the improper contextualize value when the user, bot and metadata variables contains specail characters such as "/"
20 December 2023 Release Notes
Enhancements
User Journey
Support filter by segment
Support tracking user journey from broadcast message
Broadcast campaign
Allow agent to cancel the a schedule campaign
Allow agent to update a draft campaign
Allow agent to duplicate a campaign
Amity Bots Livechat
Increase the supported image size up to 10 MB
Increase the supported attachment file size up to 100 MB
Support file .ai and .psd
Bug Fixes
Fixed some messages is not displayed on livechat when the message template contains empty text message
Deprecated
Remove text classifier from the network setting
1 December 2023 Release Notes
What's New
Broadcast campaign
Introduce the feature broadcast campaign to LINE platform by 3 different target groups
Everyone in the channel
User in segment
Manual selected users
Enhancements
Improve the UI/UX of user journey
Display the selected template/rich menu in a current state
Display Pie chart to display percentage of end user's action with selected stage
Allow user to select whether to display button's title in the dashboard or not
Display only top 5 in Next/Previous action, then group other actions as others
Bug Fixes
Fixed the issue that cannot enrich user when the user profile contains "$"
Fixed the display template in setting is not updated when user edit the template
15 November 2023 Release Notes
What's New
User Journey
Support end-user activity when click on rich menu from LINE and Webchat SDK platform
Enhancements
Allow client to set the network without any custom webhook configuration
Support user variable by using {{user.XXX}}
Bug Fixes
Fixed the duplicate data in user journey when the button name and title is exactly the same with different template
Fixed the user journey issue when filter date range that including the date from different month
Fixed the issue when cannot load more on intent and template selection in Mapper menu
1 November 2023 Release Notes
What's New
User Journey
Provide the analytics data for client to see the end-user journey based on the selected template
Provide the ability to see the data by filter on specific channel and period of time
Vector Classifier
Introduce the new option of classifier in the AmityBots Platform
Enhancements
Introduce the real-time network update when user has done the following activity
Train intent model
Edit network setting
Bug Fixes
Allow the user to set bot variable value with special characters
Fixed the issue bot always answer fallback when the intent score is less than the setup confidence threshold
19 October 2023 Release Notes
What's New
Add an ability to create and manage bot variables. Then using it in the message template.
Add the go to flow action on message template and rich menu action.
Enhancements
Chatbot is now working by without requiring the template hook.
Allow developer to link personal user rich menu by using public userId from LINE OA
Enhance the UI/UX of intent, entity and mapper menu to jump among the different menu by 1 click
Bug Fixes
Segment selector in rich menu channel is filter by the linked channel segment
UI to support rich menu channel more than 30 channels
4 October 2023 Release Notes
What's New
Bot able to sent image carousel without the button on the image carousel
Provide the GET API to get the audience thread mode
Add more variable type
bot.XXX
metadata.XXX (action metadata)
Enhancements
New UI for rich menu and template feature
rich menu
allow agent to see detail action inside the active rich menu
allow agent to duplicate the existing rich menu
template
Added the logic to check supported platform for message template
Enhance the stability of livechat ticket management
Bug Fixes
Fixed the search flow action issue on network setting page
Fixed cannot search agent in team management page
Resolved the issue that bot reply on attachment message in Messenger platform
19 September 2023 Release Notes
What's New
Add network setup feature for the network admin to setup following details
Confidence Threshold
Fail action
Webhook
Introduce the delay feature in chatlogic. The user can set delay from 15 to 900 seconds
Introduce the ability to set time-out on entity node. The delay can be set from 15 to 900 seconds.
Bug Fixes
Resolve the issue that bot is not reply when end-user send message with special characters
Resolve the issue that bot is not reply when end-user send long text message
Resolve the issue that bot cannot classify intent when end-user send message with special characters
Resolve wrong data on ticket summary report
Ticket Assign Timestamp display incorrect data when ticket is auto assign to agent
15 September 2023 Release Notes
Enhancements
Update infrastructure to handle the scalability and enhance the stability of system
Bug Fixes
Resolve the issue that channel is not removed from the campaign module after remove the channel from the network.
Resolve the audience data is not sync in real-time.
Resolve the issue that rich menu user in LINE platform is not back to default rich menu when the user is removed from the segment.
1 September 2023 Release Notes
What's New
Dashboard
The data for active user and new acquired user are available in Dashboard
Revamp navigation bar
New design for the navigation bar for AmityBots Platform
Bug Fixes
Resolve the issue that bot is not reply user without image profile
Resolve download message report issue when select date range
Fixed big data query logic for dashboard feature
30 August 2023 Release Notes
Enhancements
Gateway Inbox enhancement for multiple communication platforms
Line: https://gateway.amitysolutions.com/inbox/line
Facebook: https://gateway.amitysolutions.com/inbox/facebook
Custom channel: https://gateway.amitysolutions.com/inbox/custom
Webchat SDK: https://gateway.amitysolutions.com/inbox/webchat
18 August 2023 Release Notes
What's New
Dashboard (Beta)
Now user can see the total number of all messages (bots, agent, user) send in Amity Bots Platform and Amity Bots Livechat during the period of time. The data is displayed in form of chart and number.
User is able to select and custom the date time period. And also the default custom from the system (24 hrs, 7D, 30D, 3M, 6M, 12M)
User is able to group the chart data and displayed by daily, monthly, quarterly and yearly
Bug Fixes
Resolved the page crash issue when agent search for reopened ticket in ticket management
7 August 2023 Release Notes
What's New
Ticket Tag - Filter:
Users now have the ability to filter multiple ticket tags on the Ticket Management page.
A search functionality has been introduced to look for specific ticket tags within the filter.
First Responder Feature:
The status of a ticket can be viewed when it has been addressed by a first responder. This is indicated with a green/grey checkmark.
Details of the first responder, including their name and the timestamp of their initial response, are now available.
Locations where first response data will be displayed:
Ticket details at the top of the screen when accessed from the Ticket Management page.
The Livechat page.
Within the Ticket History section on the right side of the interface.
Bug Fixes
Fixed an issue where tickets wouldn't open when creating a new line channel.
Resolved a classification error where intents with a confidence score below 0.6 were still being utilized.
Addressed a problem where agents could receive more ticket assignments than the maximum limit.
Corrected an issue with the Livechat feature that affected ticket limitations.
Resolved an error preventing the opening of new tickets from the Ticket Management interface.
26 July 2023 Release Notes
What’s New:
Ticket Tag:
Livechat users can now add existing ticket tags to tickets independently by searching for the tag.
Duplicated tags are prevented. If a tag is already added, it won't appear in the search results.
A maximum of 20 tags can be added to a ticket. Users will be unable to add further tags once this limit is reached.
Webchat SDK:
Now supports Rich menu.
Enhancements:
UI Update: Wording for the Livechat filter in the Ticket Management page has been revised. 'Unassigned' has been changed to 'Opened'.
Bug Fixes:
Resolved an issue where the quick reply function was not working properly for text on Facebook.
Addressed a bug related to a continuous event trigger.
Fixed a problem where images/videos/files from Line messages weren't displaying in the Livechat.
17 July 2023 Release Notes
What’s New:
Ticket Tags:
Livechat users can now view ticket tags from both the Livechat and Ticket Management pages.
Note: The option to filter by ticket tags is currently not available.
Livechat:
User information within Livechat has been made available.
Display and edit capabilities for Livechat roles have been added to the user profile page.
Enhancements:
New event messages have been integrated into tickets to indicate when a ticket is opened or closed.
The 'Add new member' option has been removed from the 'edit team member' page in Livechat.
Livechat now supports displaying various message types sent from the bot, including:
Image
Video
Text
Carousel
Image Carousel
Option
Imagemap
Flex
Bug Fixes:
Resolved an issue where new users in Amity Bots couldn't be enriched after certain operations.
Fixed a bug where agent status was not updated upon re-login from Livechat directly.
Addressed a frontend issue that prevented editing of user profiles.
Solved issues related to Facebook bot message displays, including message disappearance after re-assignment and duplication of agent's messages.
Rectified a problem where the Facebook bot video message did not preview in Livechat.
Fixed issues with Livechat message bubbles disappearing across platforms.
Addressed inconsistencies in admin status badge color in Unify Livechat.
Resolved issues with video links not displaying correctly in Livechat.
Thank you for using Amity Bots. We're constantly working to improve our platform and your feedback is invaluable.
5 July 2023 Release Notes
What’s New:
Users can now sync from AmityBots to Livechat.
User management for Livechat has transitioned to CIM on the AmityBots side.
A new Livechat portal has been added, allowing Livechat users easier access.
Clicking on Livechat in the portal now redirects users directly to Livechat, eliminating the need for an additional login.
Livechat roles are now displayed in CIM. However, they are currently view-only and cannot be edited.
Note: Agents' statuses in Livechat will remain consistent between logins. For instance, if an agent logs out with a 'busy' status, their status will remain 'busy' upon logging back in.
Enhancements in the Mapper allow users to select actions using the Conversation Flow.
The Webchat SDK now supports quick replies and various message types such as image, text, carousel, video, imagemap, flex (HTML), and option. However, postback action support is still in development.
Enhancements:
Ongoing internal improvements to optimize performance.
Bug Fixes:
Fixed issues related to ticket generation from webchat channels.
Resolved problems with report exporting.
Addressed issues with agent assignment and team management.
Fixed an issue where agents couldn't send messages to end-users.
Corrected UI position for the Conversation Flow page.
Multiple other bugs related to Livechat functionalities have been resolved.
Thank you for using Amity Bots! We're continually working to improve your experience. Please keep your feedback coming, and we'll strive to serve you better with each release.
27 July 2023
Important Notice: Discontinuation of ConvoLab platform version 8.5, 9 and 10 - Upgrade to Amity Bots Platform for Enhanced Experience
Dear Valued Customers,
We hope this message finds you in good spirits. We would like to express our heartfelt appreciation for your unwavering trust and loyalty to Amity Solutions. We are committed to providing you with the best products and services.
We are writing to inform you that, as of October 31, 2023, ConvoLab platform version 8.5, 9 and 10 of our esteemed product will be officially discontinued from the market. Throughout its lifespan, the versions have been an integral part of our journey, and your support has been invaluable in making it a success.
As we move forward, we wish to provide you with essential information to help you plan for the future. Effective October 31, 2024, we will no longer be able to offer support or maintenance services for the versions. In light of this, we kindly request all our valued users to consider upgrading to our latest and most advanced product, "Amity Bots Platform."
Amity Bots Platform represents the culmination of our continuous efforts to bring you cutting-edge technology and enhanced features. By transitioning to Amity Bots Platform, you will not only ensure seamless and uninterrupted service but also gain access to a host of exciting new functionalities that will elevate your experience.
We understand that change can be both exciting and challenging, but we are here to support you every step of the way. For more details about our End of Support policy, please visit end of support policy.
At Amity Solutions, customer satisfaction is at the core of our values. We are dedicated to making this transition as smooth as possible for you. Our customer support team is available to assist you with any inquiries or concerns you may have about the upgrade process.
Once again, we extend our deepest gratitude for your continued partnership with us. It is your support that inspires us to innovate and strive for excellence. Together, let's embrace the future of technology with Amity Bots Platform.
Thank you for being an essential part of our journey.
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