Executive Summary

The Efecte Chat for Service Management introduces several improvements to the basic functionality, administration and reporting of the chat.

Features

ECSM-419 Dropdown for agent widget ticket menu

• When there are more than one ticket related to user's current chat session, they are now shown in a dropdown.

ECSM-614 Time limit for updating existing chats

• New platform setting in ESM efecteChat.integration.chatSession.maxAgeDays allows administrators to change how old chat sessions can still be updated. Note however, that chat session lifetime will depend on the settings of the chatbot widget and inactive chat sessions will not part of the updates regardless of the setting.

ECSM-1745 Wait time until first reply on ESM chat session data card

• Information on how long it takes for agent to respond to user's message can be now stored in ESM chat session data cards.

ECSM-1753 Additional platform settings for chat widget source URLs

• New platform setting  efecteChat.tenant.agent.api.url allows to change the source from which the agent chat widget is obtained.

Bugs

ECSM-174 Canned response searches are made too early

• Fixed an issue where search for canned responses occurred without taking user input  after ‘/’ into account

ECSM-392 Chatbot history is not cleared when user is switched

• Fixed an issue where chat history was not cleared from local storage and would be available on the same machine

ECSM-411 Duplicate messages shown in chat history

• Fixed an issue which caused chatbot messages to be shown multiple times in chat history

ECSM-455 Random user used in chatlog

• Fixed an issue where missing External ID in chat agent profile caused random member to be populated on ESM chat session data card

Improvements

ECSM-467 Limit the amount of ticket links in agent.widget

• Limited the amount of ticket links in the agent widget to five to improved usability.

ECSM-2044 Improved platform setting descriptions

• Improved several ESM platform setting descriptions used in chat configuration to more descriptive ones.