Highlights of this release include:
Conversation persistence on the web - so if you navigate to a different page, the chat remains
Editable questions and chit-chat answers in the knowledge base
Browser title notifications for Live Chat
Email notifications for
Live chat available on all supported channels
Knowledge Base display questions
Chit-chat moved to the knowledge base (customer-by-customer basis)
Performance improvements for FAQ Bot insights and knowledge base.
Enhancements to knowledge base insights to make it easier to monitor, manage and train your bot.
These include tagging, improved information about "Did you mean?" questions, and the ability to add question variants directly from insights.
Analytics for Microsoft Teams
Google Analytics support
Support for YouTube video content in knowledge base and engagements
Welcome messages become part of a wider range of engagement options
Configure welcome messages with buttons and forms, directly in the portal.
New chit-chat intents added.
Facebook Messenger agent escalation.
Self-service form builder
Second welcome message actions
Information collected from chat users via in-chat forms can be sent to you via email or sent directly to an API for processing.
New widgets added to analytics dashboard
Language selector added to chat widget
Filter knowledge base insights by confidence score
Why FAQ Bot