Talkative Release Notes

An overview of what's new at Talkative. The Talkative application consists of two main components referred to below:
1. ECS = Engage Customer Scripts. This is the part of the application that is embedded onto websites. Users must update website scripts with the correct version to access the latest functionality.
2. TEC = Talkative Engage Cloud. This is the part of the application that agents and supervisors use. Users will automatically be on the latest version of TEC.

For a high level overview of new features, please view the Product Updates page!

History

ECS 1.19.5 (2020-04-30)
- Accessibility fixes

ECS 1.19.4 (2020-04-29)
- Limit the name pre-chat field to 50 characters
- Fix pre-chat validation to account for whitespace
- Accessibility fixes

TEC 1.22.0 (2020-04-26)
- Ability to manually delete interactions
- Outbound PSTN call tracking
- Reserved_at timestamp added to salesforce records
- Scrub sensitive fields from Rollbar logs
- Fix deleted users causing issues in interaction history and logs

TEC 1.21.1 (2020-04-13)
- Make offline queues hideable in supervisor dashboard
- Improve ACD interaction timeout visibility
- Make "block customer" customer label clickable
- Accepting interactions with the callback to prevent double accept and adding fallbacks to cancelling/completing
- Business hours end at the 0th second instead 59th (except midnight)
- User State report enhancemnet
- Supervisor dashboard user capacity updated

ECS 1.19.2 (2020-04-09)
- Expose unread message count and agent message callback to Web API
- Improved card validation and censoring in chat messages

ECS 1.19.1 (2020-03-31)
-  Collapse UI using Web API

ECS 1.19.0 (2020-03-30)
- Image file transfer

TEC 1.21.0 (2020-03-29)
- Image file transfer

TEC 1.20.4 (2020-03-27)
- Enhanced standalone console to handle multiple interactions
- Send agent statuses to Salesforce

TEC 1.20.3 (2020-03-21)
- Logging interaction transfers
- Improve abandon interactions when using Mitel Open Media and assignment
- Adds DistributorConfigs edit to the user edit view

TEC 1.20.2 (2020-03-16)
- Add logging for ACD
- Improve supervisor dashboard

TEC 1.20.1 (2020-03-11)
- Only make ACD updates to changed users

ECS 1.18.2 (2020-03-11)
- Configurable default action in default nudge

TEC 1.20.0 (2020-03-10)
- Add logging to Salesforce widgets
- Stop agents double accepting interactions
- Account for PSTN interactions that hangup before being queued
- Hide user status indicator from tenants with external distributors

TEC 1.19.5 (2020-03-09)
- Updates to webphone

TEC 1.19.4 (2020-03-05)
- Add customer email to the body of the email in a place where it can be regexed in Salesforce
- Send out of hours PSTN Interactions to Salesforce

TEC 1.19.3 (2020-03-05)
- Account for missing device specs in standalone console and log page
- Increase interaction timeout limit to 90 minutes

TEC 1.19.2 (2020-03-05)
- Load more than 50 users into the supervisor dashboard
- Fix English voice incident messages
- Update standalone multi-console with save interaction data feature

TEC 1.19.1 (2020-03-05)
- Improve logging data
- Update incident webhook validation

ECS 1.18.1 (2020-03-04)
- Form validation can now be passed in as a string
- Hide incidents with missing messages

TEC 1.19.0 (2020-03-04)
- Incident dashboard
- Move Salesforce webphone into parent window
- Prevent double post of incidents
- Fixing cookies in iFrames in Chrome (mostly applicable to Ignite and Salesforce)

TEC 1.18.1 (2020-02-29)
- Patch issue where user agent string was too long for the database column

TEC 1.18.0 (2020-02-29)
- Salesforce integration
- Real time chat translation
- Interaction Routing System (ACD)
- Call recording
- Feedback can now be a custom URL which will be displayed to the customer in an iframe
- Show queue size when transferring interactions
- Basic Incident Broadcast
- Automatic Prompt messages with configurable timeouts
- Increase canned message character limit to 1000
- Webphone
- Supervisor Dashboard
- Feature toggle for customer IP block
- Salesforce webphone
- Configurable webphone wrapup timer
- Feature toggle for message translation
- Include Translations to Salesforce transcripts
- Add Salesforce support for un-queueable interactions
- Add region information to Rollbar events
- Show position in Queue for ACD
- Show data capture messages feature in collapsed menu
- Initial canned message can now be set in the queue edit menu
- Improve canned message error messages
- Fixes validation messages for Call Me set up
- Fixes User drop down on the queue page

ECS 1.18.0 (2020-02-27)
- Show message translations
- Allow for custom pre-interaction data forms
- Pre-interaction cancelled callback added to the API
- Collapse and offline callback added to the API
- Allow for feedback view to be an iframe
- Display incidents
- Cap the queue position
- Customisable URLs to allow for self-hosting
- New Regions
- Removal of critical font awesome icons
- Change ECS config after initial load (queue selector capability)
- Additional content strings
- Updated webphone
- Fix call timer for new webphone

ECS 1.17.6 (2020-02-14)
- Allow for engage URL customisation for regional configuration
- Additional content strings for chat input

ECS 1.17.5 (2020-01-13)
- Optional character email limit
- New nudge rules: Url, sessions, page views and hover

TEC 1.17.13 (2019-12-19)
- User Presence Report is now correctly filtered by date
- Report headers have been corrected

TEC 1.17.12 (2019-12-17)
- Scoped reporting generator interaction reports to chat only
- Change permissions on the reporting generator so supervisors can access and run reports

TEC 1.17.11 (2019-12-16)
- Report Generator - Abandon Rate, Interaction Stats & User State Reports
- IP Whitelist

TEC 1.17.10 (2019-12-10)
- Mitel Open Media request format updates

TEC 1.17.9 (2019-12-09)
- Standalone multi-console queue updates

TEC 1.17.8 (2019-12-02)
- Added logging to standalone multi-console

ECS 1.17.4 (2019-11-29)
- Input boxes now have name attributes to avoid incorrect browser hints

TEC 1.17.7 (2019-11-20)
- Interaction subject/label base on interaction data and customer journey start page
- New message notification UI in the multi console view
- Improve notifications for new messages
- Show a count of the interaction in the logs page
- Distributor presence should be prioritised over local presence
- Distributor queues without an assigned config will be offline

ECS 1.17.3 (2019-11-08)
- Removed events delay from some feature types in order to make sure they are triggered
- Fixed collapse persistence for email interactions

TEC 1.17.6 (2019-10-31)
- Use customer name in chat labels if it was collected during the interaction
- Fixed issue where pre-filling an customer email for email transcript did not render correctly

ECS 1.17.2 (2019-10-30)
- Initial Chat Question Pre-Chat Form
- Re-throw call me errors

TEC 1.17.5 (2019-10-25)
- Update to standalone multi-console

TEC 1.17.4 (2019-10-11)
- Update to standalone multi-console

TEC 1.17.3 (2019-10-10)
- Added Mitel Queueing Statistics

ECS 1.17.1 (2019-10-10)
- Mitel Chat Queue Position

TEC 1.17.2 (2019-10-04)
- Added missing tools into the collapsed menu in the standalone console
- Interaction not being removed from Mitel when ended by agent fixed
- Customer journey update

TEC 1.17.1 (2019-09-20)
- Canned messages update in standalone multi-console

TEC 1.17.0 (2019-09-15)
- Allow email to be retrieved by ECS for feedback pre-fill
- Call Me as a full interaction and Mitel driver
- Additional notes can be added to transcripts
- Canned messages can now be assigned to multiple queues
- Tracking agent presence
- Add Ireland Call Me support
- Add Tags and Interaction Data to CSV
- Automatically create canned message to queue relations when a new queue is created
- Improved company settings view for supervisors
- Interaction reassign refactored and improved

ECS 1.17.0 (2019-09-14)
- Call Me now creates a full fledged interaction
- Added Irish Number Call Me Options
- Autofill email if it was collected during the interaction

ECS 1.16.1 (2019-07-23)
- Improve audio handling

TEC 1.16.3 (2019-07-22)
- Allow Reassign of interaction
- Supervisors can retroactively block customers
- Queue Online status takes into account business hour
- Edit page push URL
- Filter logs by feedback states
- New analytics reports including Feedback, Tags

ECS 1.16.0 (2019-06-24)
- Time until close nudge rule
- UI collapse persists across page changes
- Improve chatbox size for small screen sizes
- Queue close wait messages can have custom buttons

TEC 1.16.1 (2019-06-18)
- Agent first message should only be sent when chat is active
- Adjust cobrowse console width

TEC 1.16.0 (2019-06-16)
- Auto send first message
- Additional Reporting on Tags for the current month
- Interaction log expiry
- Alphabetise tags
- Alphabetise canned messages
- Agent console features can now be hidden
- Email Timestamps are now correctly timezoned according to company settings
- Email Content Strings can now be customised

TEC 1.15.2 (2019-06-03)
- Show comments in Interaction Logs
- Improve speed of Interaction Logs
- Show customer interaction history in the old console
- Email Customisation Preview will show the correct company name
- Show Agent presence in the sidebar
- Multi Console for Mitel Open Media
- Allow for Distributor Config to be set at a queue level
- Customers can use their own numbers for CallMe
- Allow for emailing of larger numbers of interaction logs
- Add Canadian Number as an option to CallMe
- Added date times to chat transcripts
- Improve console load performance
- Add page push urls to agent console
- Throttle CallMe requests to prevent spam

ECS 1.15.2 (2019-05-10)
- Transcript email hint can now be customised

ECS 1.15.1 (2019-05-10)
- Custom agent announcement is now possible

ECS 1.15.0 (2019-04-15)
- Tab Awareness - only 1 tab can be used to chat at a time
- Cobrowse colour settings
- Message retry send on failure
- Pre-interaction checkbox
- Cache speed test results
- More content-string customisation
- Improve handling of offline and bandwidth errors
- Improve speed check images
- Removed transcript download

ECS 1.14.2 (2019-02-12)
- Improved Nudge Declaration
- Nudges now trigger events

ECS 1.14.1 (2019-02-07)
- Improved Error Tracking
- Allow for parameters to be passed to start feature options
- Nudges can now read QOS information
- Call me dispatches event on start
- Validation for Canadian phone numbers in call me
- Fix customer preview on Chrome Android

TEC 1.15.1 (2019-01-13)
- Show customer country

TEC 1.15.0 (2018-12-24)
- CallMe, callback feature

ECS 1.14.0 (2018-12-24)
-  CallMe, customer callback feature

ECS 1.13.3 (2018-12-16)
- Bad-words and client-side censoring

ECS 1.13.2 (2018-12-13)
- Logo is shown in place of the video when agent pauses their stream
- Offline email sent view now has its own close button
- Chat email now has custom email fields
- Chat waiting messages can now be looped
- Transcripts are now sent when done is pressed rather than the send button
- Bad words censor has been adjusted
- Improved message preview performance
- Preventing sending of whitespace in chat messages
- Persisting mute state across page changes

TEC 1.14.2 (2018-12-12)
- Enable video pause logo to persist across page reloads better
- Browser compatibility check
- Improved transcript email wording
- Hide transfer in console for Mitel interactions
- Improved page push notifications inline with other console notifications

ECS 1.13.1 (2018-12-03)
- Cobrowsing update

TEC 1.14.1 (2018-12-03)
- Cobrowsing update

ECS 1.13.0 (2018-11-28)
- End event in GA
- Video as an individual option
- Popup background customisation
- Customer message preview
- Page push feature
- Use agent name in the offer notifications
- Allow ECS to work across all subdomains
- Nudges
- Chat can offer email in queue messaging
- Credit card and swear word censoring
- Unread message counter
- Customisable offer notification strings
- Voice de-escalation when chat is being used
- Customer connection detection channel
- Wait and Leave buttons to the chat wait message to give the customer more options on how to proceed
- Chat email content strings
- Cobrowsing update

TEC 1.14.0 (2018-11-26)
- Mitel Open Media Integration
- Incompatible browser alert to remind agents to use Firefox or Chrome
- Show completed at time in the interaction logs
- Nudges to the script generator
- Agent video preview in queues
- Send Tags as GA events
- Page push
- Customer name added as a canned message variable
- Filter interactions by quick ref or UUID
- Abandoned interaction chart
- Email customisation
- Customer View now can be used by all interaction types
- Customer presence and customer connection status in console
- Chat as a separate channel that can be escalated to
- Play/Pause on video for agents
- Interaction log download notice now improves user experience
- Open Media resource pagination
- Open Media Preview screen
- Open Media Titles
- Open Media allow access to password reset
- Persist chat message preview
- Agents can visit ended interactions
- Video layout and sizing
- Cobrowse update

ECS 1.12.3 (2018-10-01)
- Sending across GA data to allow tags to be reported

ECS 1.12.2 (2018-09-05)
- iPhone update

ECS 1.12.1 (2018-09-05)
- iPhone now works with webcalling

TEC 1.13.1 (2018-08-07)
- Custom data gathering messages
- Video call as a starting feature

ECS 1.12.0 (2018-07-24)
- Agent avatars
- Configurable main title
- Additional content-strings
- Message length counter

TEC 1.13.0 (2018-07-19)
- Agent avatars

ECS 1.11.1 (2018-06-28)
- Blink title on new received message

ECS 1.11.0 (2018-06-27)
- BREAKING - `group-uuid` has been replace with `queue-uuid` attribute
- Queue UUID attribute

TEC 1.12.1 (2018-06-27)
- Engage app endpoint

TEC 1.12.0 (2018-06-26)
- Queues level between users and entry points
- Message notification sound to multi-console
- WrapUp to multi-console
- Message sync on re-connect for multi-console
- Users can modify user level

ECS 1.10.8 (2018-06-03)
- Editable Privacy policy
- On enter send pre-interaction data

TEC 1.11.1 (2018-05-10)
- BREAKING - Canned Message variables have been standardised to use more predictable terms when referring to agents (now users)
- Canned message variables: userFirstName, userLastName and queueLabel
- Loop ping noise until the queue is empty
- Interactions will now be marked "Complete" by agents

TEC 1.11.0 (2018-05-01)
- Queues Feature
- Multiple business hours per company

ECS 1.10.7 (2018-04-22)
- Enhanced Video functionality

ECS 1.10.6 (2018-04-17)
- BREAKING - `TalkativeEngageApi.start{Feature}` now requires an object instead of a Boolean
- Interaction data can be set via the API

ECS 1.10.5 (2018-04-09)
- OS and Device checking
- iPad support

TEC 1.10.3 (2018-04-03)
- New standalone multi-console

ECS 1.10.4 (2018-03-19)
- Data collection phase

ECS 1.10.3 (2018-03-15)
- Media device permission recovery instructions

ECS 1.10.2 (2018-03-12)
- Chat and Voice now check for presence during start phase

TEC 1.10.2 (2018-03-11)
- Customer Journey to email

ECS 1.10.1 (2018-03-05)
- API selector for offline email

TEC 1.10.1 (2018-03-02)
- Analytics Groups graph update

ECS 1.10.0 (2018-03-02)
- Customer Journey to email
- Cobrowsing update

TEC 1.10.0 (2018-03-01)
- Chat Message export
- Firewall (IP Blocking facility)
- Chart showing Interactions by Group
- Export interaction logs as CSV
- Customer history
- Analytics report quick navigation

ECS 1.9.1 (2018-02-21)
- API Features Attribute (Array)
- API Ready Callback

ECS 1.9.0 (2018-02-06)
- Configurable popup url
- Improved QOS detection

TEC 1.9.0 (2018-02-05)
- Emails in Markdown format
- Sending out transcripts from the console

TEC 1.8.2 (2018-01-22)
- Tags Pie Chart to analytics

TEC 1.8.1 (2018-01-21)
- Chat analytics
- Cobrowsing update

TEC 1.8.0 (2018-01-18)
- Canned message error reporting
- Chats analytics dash "gauge"
- New Reports, Subjects & Views for chats

ECS 1.8.0 (2018-01-17)
- Cobrowsing update

TEC 1.7.2 (2018-01-14)
- Allow queue email to be dispatched to multiple target email addresses
- Show customers current location in an iframe

TEC 1.7.1 (2018-01-07)
- Allow for default fields to be added for Insightly
- Summary chart of filtered interaction logs

ECS 1.7.1 (2018-01-07)
- Additional language options

TEC 1.7.0 (2017-12-12)
- Insightly CRM integration
- Clickable link to customer journey page

ECS 1.7.0 (2017-12-12)
- Insightly CRM integration
- Message typing indicator

ECS 1.6.0 (2017-11-30)
- New and improved cobrowsing

TEC 1.6.0 (2017-11-30)
- New and improved cobrowsing
- Tag Permissions

TEC 1.5.1 (2017-11-22)
- Limits to version mismatch inserts to 10 per company

ECS 1.5.0 (2017-11-21)
- Custom select box option
- Persistent agent offer on page refresh
- Allow agents cancel offer

TEC 1.5.0 (2017-11-21)
- Tags
- Feedback on offer cancellation by customer
- Agent can now view interactions handled by themselves
- Business hours are now location dependant

ECS 1.4.8 (2017-11-01)
- IE updates

ECS 1.4.7 (2017-10-30)
-  Required option to email fields

ECS 1.4.6 (2017-10-18)
- Callout string elements

ECS 1.4.5 (2017-10-15)
- Converting any sent links into clickable links
- Optional for tracking delay
- Third party tracking option

TEC 1.4.3 (2017-10-15)
- Converting any links sent in messages into clickable links

TEC 1.4.2 (2017-10-09)
- Custom Email Fields
- Interaction Log Filters
- Log view layout

ECS 1.4.4 (2017-10-09)
- Custom Email Fields