The version of your iService system is displayed at the bottom of the iService User Interface. The version numbering is comprised of four sections.
Version 9.0.0223 - 2022.09.09 - 12:22:18
1) The major release number (9)
2) The minor release number (0)
3) The build number (223)
4) The build date and time (2022.09.09 - 12:22:18)
Build #: 9.11.0158 - 2024.11.14 - 16:14:08
This release includes major updates to the workflow builder, integrated calendars, and chatbot configurations.
Workflow Updates
Updates to the Workflow Builder Interface This release contains the first phase of a design update for the workflow builder. The templates and properties tabs now have a filterable list of elements to make it easier to navigate. There is also a new Import/Export option for copying and importing individual panels and definitions between workflows.
Workflow Features - Panels There are new panel types that can be added to your workflow.
•Inbox / Calendar Page - move interactions with special answer panels out of your My Message Inbox and into their own page. The list of interactions can be displayed as a list or in a calendar format. •Manage / Calendar Page - move interactions with special answer panels out of your Manage Messages page and into their own page. The list of interactions can be displayed as a list or in a calendar format.
Calendar Updates
New Manage Calendars Admin Page - You can now create your Google Calendars directly from the iService web interface in the Manage Calendars page. You can also invite and control sharing of the calendar with users from the Calendars Admin page.
Add Calendars to Dashboard - New widgets are available for adding integrated Google Calendars to your dashboard. Create the calendar from the iService interface, and then select it for display on the dashboard. The calendar events can then be integrated with Zapier to automatically create tickets when the event time arrives.
Chatbot Updates
Chatbots can now be configured to allow users to escalate to a live chat. The chat with agent option is only presented when agents are available.
Other Changes
New Interaction Page - A new URL is available for loading a single interaction into the view mode for review and answering without the full iService interface. Page is accessible in the agent app as app/interaction/### using the interaction ID.
TO addresses saved in Quick Agent Email - the Quick Agent Email form now saves the email addresses used in your browser. The list of addresses is presented when you place your cursor into the To field.
Security Updates and Bug Fixes•The rich text editor was updated to TinyMCE v7.4.1. •System.IdentityModel.Tokens.Jwt is deprecated and was replaced with Microsoft.IdentityModel.JsonWebTokens. •Axios 0.22 javascript library was migrated to 1.7.4. •All Angular JS code was removed from the project. None of the code was used in v9, but some legacy customer forms relied on Angular JS.
Bug Fixes •Some workflow interaction were generating two JSON bodies in the database. This is corrected in 9.11.
Database Changes - This build contains database changes from 9.10 that require an update via the management console
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Build #: 9.10.0195 - 2024.08.27 - 10:50:30
This release includes a new field service management workflow, workflow builder updates, and a Chatbot that leverages OpenAI Assistants. It also includes important updates for Microsoft Graph API mailbox configurations and the Okta OpenID Connect configuration.
New Workflow Features This release contains a number of enhancements to the Workflow builder. •A variable picker is now available for building templates used in workflow panels. All of the properties from the workflow and relevant segments can be inserted into your text from a drop down menu. Many new actions were added. •Add custom CSS to any customer submit form. Generate the form using the no-code form builder and inspect the page to write your custom styles. •Agent submitted forms can send emails to the submitting agent and customer, and a custom cc: line can be added. •Move workflow interactions into their own My Inbox separated from incoming questions.
Field Service Management workflow The Field Service Management (FSM) workflow automates jobs for home services, construction, and other contractors from initial lead through installation. Custom agent menus were designed to track estimates through every stage, and ensure a seamless transition to the installation. This workflow is available on Github at https://github.com/OneToOneService/iService-Public/blob/master/Workflows/Field%20Service%20Management.
Some features in FSM workflow are: •Customizable contact forms to capture leads •Integration to Google Calendar for scheduling estimates and jobs •Custom Estimate and Job interfaces for agents that simplify the user experience - Contact summary and Google property location map - Automated scheduling notifications and on my way dispatch texts - Built in price list management and estimator to build job costs and revenue - Custom estimation templates for professional quotes
iService Chatbot iService Chatbots integrate an OpenAI Assistant directly into the live chat experience. The chat functions autonomously with runtime parameters that help ensure accurate results. Chatbot interactions can be monitored like live chats, and proactively converted to live chats by agents. All chatBot interactions are saved as contact history.
Knowledge Base Updates A column visibility picker was added to the agent view of the Knowledge Base. This allows agents to add columns to the article list for any of the properties associated with articles.
Security Updates •See GHSA-59j7-ghrg-fj52 for details on the vulnerability in certain libraries, which are used mostly for OpenID authentication methods. •The Okta integration was updated to remove the requirement to re-authenticate to Okta on every login. •NTML login (Windows Authentication) was removed from version 9.10. The concern with NTLM lies in its potential to transmit Windows passwords via weak hashes, making them vulnerable to exploitation through malicious endpoints or spoofed man-in-the-middle attacks. •Password hashing now uses PBKDF2-HMAC-SHA512 with 210,000 iterations.
Bug Fixes •The Secure Message with no notification answer panel was updated to set the value for DoNotReply to True.
Database Changes - This build contains database changes from 9.9 that require an update via the management console. |
Build #: 9.9.0023 - 2024.04.08 - 21:46:08
Import update to Graph API - In version 9.8, the Graph API protocol did not remove messages from the Inbox after processing. The behavior in 9.9 was updated to match the way other protocols work. Email is now removed from the Microsoft 365 mailbox after it is retrieved.
New Workflow Features •A variable picker is now available for building templates used in workflow panels. All of the properties from the workflow and relevant segments can be inserted into your text from a drop down menu. •You can now add custom CSS to any customer submit form. Generate the form using the no-code form builder and inspect the page to write your custom styles. •Your agent submitted forms can now send emails to both the submitting agent and contact used in the interaction.
Zapier Update •Update any contact property when using the Create and Update Contact action in Zapier.
Graph API Update The Microsoft Graph API retrieval process was updated to purge the Microsoft Inbox after processing. This now matches the other protocols available for email retrieval.
There are no breaking changes or user interface changes that agents need to be aware of with this release. The Merge button is new, but doesn't impact existing product usage.
Database Changes - This build contains database changes from 9.8 that require an update via the management console.
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Build #: 9.8.0064 - 2024.03.13 - 21:27:44
This release provides more actions and features for the workflow orchestrator, updates to the rich text editor, AI updates for custom prompts, improvements to payment forms, support for Microsoft Graph API and several important bug fixes.
Support for Microsoft Graph API •Support was added for the Microsoft Graph API protocol to receive and send email from a Microsoft 365 mailbox. The older protocol, EWS OAuth, is still supported by iService 9.8. •The credentials for Microsoft Graph API are now set in the External APIs page, instead of the Segment Mailboxes page. This isolates login information and allows admins to create mailboxes for segments without the need to enter sensitive credentials.
New Workflow Features •Multiple features were added to support a new price estimator and quotation system being developed for contractors. The major change is a new "grid" property that creates a table of values, like a bill of materials or price estimate. There are also summary options for grouping the rows of large grids into a presentation format you can use with templates. •New variables were added to insert data into templates for automated document generation. •The button actions available for workflow submit and answer panels were enhanced.
Updates to the Rich Text Editor •Additional formatting features were added to the rich text editor. See the Rich Text Editor page for details on the formatting features available.
iService Copilot AI Updates •The iService - OpenAI integration was updated to use GPT-4-turbo-preview model. •You can now create your own custom prompts and embed them into the rich text editor menu. Identify common use cases and write prompts to generate highly customized content for answers, sales outreach, etc. Your prompt is combined with the incoming question and submitted with a single button click.
Merge Tickets in Manage Messages •A new Merge button was added to the Manage Messages page that allows you to combine multiple tickets into a new single ticket. Use this to reduce the number of emails sent to active customers. •The button works across multiple topics and segments.
Purging SPAM and Undeliverable messages •The Interaction Purge process was updated to include interactions in the_Spam and _Undeliverable topics. •Topics with those exact names are purged with a max age of 45 days.
There are no breaking changes or user interface changes that agents need to be aware of with this release. The Merge button is new, but doesn't impact existing product usage.
Database Changes - This build contains database changes from 9.7 that require an update via the management console. |
Build #: 9.7.0019 - 2024.01.18 - 14:56:16
This release provides more actions and features for the workflow orchestrator, updates to the rich text editor, improvements to payment forms, and several important bug fixes.
New Text Editor Features •The rich text editor used to compose content was updated to TinyMCE version 6.8.2. •We added a custom made plugin to retain the formatting of tables pasted from Excel into the editor.
New Workflow Features •Agent submit forms created for workflows now load directly with the tenant site HTML, rather than separately after the app loads. This is a performance improvement. •A new option was added to workflow properties to require each value to be unique to the database. Use this to prevent duplicates for values like invoice number or shipment number.
Payment Improvements •Additional front-end validation was added to prevent users from attempting to process a credit greater than the amount charged. •Error messages were updated to be more useful.
There are no breaking changes or user interface changes that agents need to be aware of with this release.
Database Changes - This build does NOT contain any database changes from 9.6 that require an update via the management console. |
Build #: 9.6.0123 - 2023.12.28 - 11:15:04
This release includes new AI and chat bot integrations, updates to the payment process, and many new features for the workflow orchestrator.
New AI Features New AI related features include an integration with openAI and a third party chat bot provided by Velocity Chat. Details about these changes are described below.
•iService Copilot is a direct integration with the openAI LLM for generating text. The rich text editor used for composing content now has an AI button that opens a prompt window within iService. The generated response can then be inserted into the editor with a single click. Copilot also includes prewritten prompts for tasks like summarizing or improving content. •A new API was added to support the openAI integration: webapp-api-userchat?api=chatapi. This API takes the agent input and submits it to openAI for processing. The response from openAI is then available for inserting into the text editor. This integration with openAI will be used for additional use cases in upcoming releases. •You can now use third party chat bots directly within iService. Add your API key to the External APIs page and then load the /f/chatbot form to chat with the bot. The integration uses the same API as the openAI integration, webapp-api-userchat?api=chatapi. Contact your account manager with your specific use case or chat bot that you need to integrate.
New Workflow Features This release includes many updates to the workflow builder, including the following. •Support single and multi-line text input in ticket body - In addition to interaction properties, you can now capture input in a text input or text area that can be inserted into a ticket or customer email. These inputs do not have the 460 character limits that are imposed by interaction properties. •Create ticket for the logged in agent - Logged in agents can complete workflow submission forms without the need to enter there email address as the contact for a ticket. •Method for selecting approvers based on value tiers - Documenting approvals is a common workflow use case, but sometimes different approvers are required based on an amount. You can now display content dynamically based on the value entered within another input on the form. •Support for variables in subject lines - You can now include inputs from the submission form in the subject line of tickets or emails generated. •Prevent the requester from being an approver - The workflow builder includes an action for Agent Signing, which documents the agent and time they click an approve button. This feature prevents the approver from acting on requests they created. •Support for conditional inputs - This uses the same technique as the approval tiers mentioned above. You can now hide or show content based on a value selected by the user. •New access rights for workflow - Previously all Administrators had access to the workflow page. There is now a specific user access right required. •Set interaction property value - You can now add the Set Property Value action to a button in workflow panels. For example, when someone clicks an Approve button, set the value for a property named Approved to True. •SMS Opt-in button - When using SMS, you must obtain customer approval before sending them messages. Add this button to a submit form that includes a mobile form, and automatically create and email to SMS login for the Message Media network when submitted. The customer approval will be documented within their ticket submission. •Excel sheets with data like price lists may be uploaded as a data file and then referenced within workflows for calculations or appending data.
There are no breaking changes or user interface changes that agents need to be aware of with this release. The use of iService Copilot is optional.
Database Changes - This build contains database changes from 9.5 that require an update via the management console. |
Build #: 9.5.0065 - 2023.10.25 - 11:08:08
This release includes a new payment integration, updates to the Manage Messages page, and many new actions added to the workflow builder.
•A new External APIs settings page was added to the Tenant Settings menu, and the prior Open ID page was removed. Use the External APIs page to configure Open ID and Embedded Payments. The External APIs settings page will be expanded in future releases for other configurations. •The Workflow Orchestrator user interface was updated with many new controls for building customer submit forms, agent submit forms, and answer panels with custom buttons and actions. •Our first production release of embedded payment is included in 9.5. The initial release supports integration with the Heartland global payments gateway. To configure embedded payments, obtain your merchant account with Heartland and enter the required keys into the External APIs page. You can control access to the Payment button based on user types. •The Manage Messages page now includes options to display any interaction property and the due date for each question in the message list.
Database Changes - This build contains database changes from 9.4 that require an update via the management console. |
Build #: 9.4.0048 - 2023.08.16 - 06:15:26
In this release, we focus on making data exporting smoother, refining our workflow orchestrator, and adding the initial steps towards seamless payment processing. This is a small release with no required database updates and small bug fixes.
•More enhancements were added to the Excel export process to ensure proper formatting. •Our Workflow Orchestrator user interface was updated with new controls for building answer panels with custom actions. •Our first release of embedded payment is included in 9.4, but is in beta mode. Payment processing can only be setup at this time with assistance from your account manager.
Database Changes - This build does NOT contain any database changes from 9.3 that require an update via the management console. |
Build #: 9.3.0091 - 2023.07.03 - 14:35:04
The primary changes in version 9.3 are:
•A new workflow builder that makes it easy to customize the agent menus for various interactions. The tool includes a submit form builder for creating custom forms, and an agent action panel builder for customizing the agent menus under various scenarios. •A new Webhook action can be used in filters and forms to pass interaction details to other systems. •A new Email to SMS login type was created to separate E2S logins from regular email logins. Users that send SMS messages from iService using an email to SMS process can now separate those logins from regular email. •The Dashboard admin page was updated to support adding custom HTML directly to the dashboard. •A new Excel export library was implemented to improve the format of data exported from iService.
Database Changes - This build does NOT contain any database changes from 9.2 that require an update via the management console. |
Build #: 9.2.0142 - 2023.04.12 - 12:31:22
The primary changes in version 9.1 are:
•A new Customer Chat Form configuration tool that makes it easy to create customer chat forms. •OpenID support for integrating Okta as an identity provider for the agent login panel. •A newly written integration to Zapier built using the Zapier CLI method. This is a foundational change that will be leveraged in future releases to expand the triggers and actions available within Zapier. •Added the Forward a Copy action to the answer panel so it can be used from the My Message Inbox page. •Optimized the stored procedure iServiceInteractionsSearchCompleteCanGet to eliminate deadlocks and improve performance.
Database Changes - This build contains database changes from 9.1 that require an update via the management console. |
Build #: 9.1.0200 - 2023.01.11 - 10:53:58
Version 9.1 replaces the WebSync COMET server with a new custom web socket solution for updating the agent browser. Other major changes are included below:
•New filter and alert action for Select Notifications will override message acknowledgment, agent notifications, and contact creation notices. •Support for login using Google and Microsoft openID Connect. See OpenID for details on configuring your iService tenant for openID. •New error page to alert customers that log into the agent app by mistake, and redirect option on the agent login panel. •Added secure email to the Quick Agent Email form. •Mailbox passwords are no longer displayed in the mailbox settings page. You can change a password, but the value is no longer displayed. •Remember the selected topics in Manage Messages when returning to that page. •New customer portal configuration pages, including updated chat options.
Database Changes - This build contains database changes from 8.8 that require an update via the management console. However, the updates are compatible with 9.0. |
Build #: 9.0.0223 - 2022.09.09 - 12:22:18
Version 9.0 provides a replacement for the agent user interface and is written in Vue.js 3 and Bootstrap 5. The APIs and backend database remain compatible with v8, and the agent user interface looks the same as v8.
Enhancements
Replace AngularJS with Vue.js - The AngularJS framework provided by Google is no longer supported. All pages were rewritten in Vue.js using the same design as v8. Improved performance - As a single page application, most of the content is loaded upon login. This greatly improves the performance of pages that require a lot of data (e.g., Manage Messages). Improved error checking - A new design was implemented for validating forms before they are submitted. Required fields are highlighted and guidance is provided when an agent attempts to submit forms that have incomplete or invalid data.
•New Server Process Management pages forInteraction Purge, and SMTP Out Monitor. •User password creation requirements updated to follow NIST guidance. Spaces are allowed and passwords must be at least 12 characters. •Add Save and Resolve action to the External Answer Page. •Include attachments from original question when using Forward a Copy. •Logging was added for the Interaction Purge process.
Database Changes - This build contains database changes from 8.8 that require an update via the management console. However, the updates are compatible with 8.8. |
Build #: 8.8.0574 - 2022.05.19 - 06:40:00
Enhancements
The primary purpose of 8.8 is to allow users to configure the new Vue.js application prior to release 9.0.
iService agent websites created prior to 9.0 were written using the Google AngularJS framework, which was deprecated as of January 1, 2022. Google no longer updates AngularJS to fix security, browser compatibility, or jQuery issues.
Version 8.8 contains a complete replacement for the iService agent website that is written using the VUE.js framework as a replacement for AngularJS. The website is an API first application that was written as a single page application to maximize speed. Users can access the new app manually by appending /app to their tenant URL (e.g., https://tenant.iServiceCRM.com/app). Version 9.0 will load the new Vue application by default.
Minor Enhancements and Bug Fixes
•The agent inactivity check was moved from the Windows Service to a new web service running in a worker pool. The check can be turned on or off in the new server-process-management page. •Provided separate access right for configure mass mailing and send mass mailing. •Improve error logging for EWS mailboxes. •Update .NET Framework to 4.6.2 •Update AngularJS to version 1.8.2, which is the final version supported by Google. •When an Alert has no topics selected, the alert will now be disabled. Previously this condition was interpreted as a request to include all topics from the tenant. •Include file attachments from original interaction in the Forward Copy action. •Fixed issues with pasting in CKEditor using Ctrl-v. •Display secure email in the Customer Portal Tabs for customers.
Database Changes - This build contains database changes from 8.7 that require an update via the management console. |
Build #: 8.7.0040 - 2021.09.30 - 18:27:12
Enhancements •EWS Oath is now a supported protocol for incoming and outgoing email processing.
•A new secure messaging answer panel is available that sends notifications to your customer when an answer is provided to their question.
•The External Answer page now includes an option for resolving questions that don't need an answer.
•A Paste from Word option was added to the Rich Text Editor that makes it safe to paste content from MS Word or Outlook. The option removes proprietary styling tags that are not safe for HTML, ensuring that recipients can read the answer.
•Customer chat forms were updated to indicate agent availability for each topic.
•File size is now validated before the user attempts to attach a file to an interaction. This prevents users from attempting to attach files > 10MB in size.
Minor Enhancements and Bug Fixes
•Many UI enhancements were made to the CustomerPortal-Tabs form. •Lazy loading was added to the Skills page because the page loads slowly when there are many skills and references to topics and agents. •In some cases, interactions in the Full Case View were not in chronological order. •Customer email with inline images and file attachments were not displaying the file attachment when created in certain email programs. •The segment default value for message notifications was not working properly, and in some cases could not be set for specific topics. •Questions resolved by filters were not included in the Topic Summary by Status report. Database Changes - This build contains database changes from 8.6 that require an update via the management console. |
Build #: 8.6.0074 - 2021.08.25 - 17:45:30
Enhancements •A new Delete Interactions button allows privileged users to remove interactions from an iService tenant database. This is typically used to remove confidential data, inappropriate content, a virus, etc. An audit trail is recorded for every deletion, and a new report is available to track usage of this feature.
•New access rights allow non-Administrators to configure the Manage Agent Email form without direct access to the forms and websites settings pages.
•The password reset process was enhanced to provide better error messaging and user experience.
•Multiple design enhancements were made to the CustomerPortal-Tabs form.
•The GUID used with agent notifications for the External Answer page is now available until the question is resolved. Other enhancements were made to the External Answer page related to attachment handling and display.
•Validation was improved in the Mailboxes and Websites settings pages.
•The rich text editor now includes a Paste from Word feature that makes MS Word content safe for email.
Minor Enhancements and Bug Fixes
•In some cases, images in KB articles were appearing as attachments and not displaying inline. •Detect bounced email address on external answer page and display friendly message. •When we create an agent email from the View Mode, we quote the prior interaction as the prior message. The date/time inserted should be from the resolved interaction. Instead, we were inserting the date/time the unsent response was created. •Agent settings were included in Search Contacts, but didn't display data for non-admin agents. They were removed from Search Contacts since they are already accessible from Agent Settings. •Many UI enhancements were made to the CustomerPortal-Tabs form.
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Build #: 8.5.0047 - 2021.07.07 - 17:07:32
This release makes it easier to incorporate help from non-iService agents. A new External Answer form and updates to the Answer by Email process provide key features that allow third parties to provide answers to your customer questions. It also includes some updates to the tabs version of the customer engagement center to support sharing KB content with social media. The Date and Time property type had a few bugs in 8.4, and those were also corrected in this release.
Enhancements •A new External Answer page provides a convenient way to answer a single question. It allows agents to invite anyone to answer a question using a one-time GUID that is valid until the question is resolved. The invitation link can also be included in agent notifications to provide an additional way to answer questions without logging into iService.The page allows anyone with the link to load the question and provide an answer. The link to the page can be generated with the Forward to External Agent action or from a system generated agent notification.
•The Answer by Email process was updated to support file attachments, and now allows any email address to provide answers without the need for an iService license. The process is designed specifically for iService agents, but the notification template can be forwarded to anyone allowing them to answer by responding to the email.
•The Tabs version of the customer engagement center now allows users to share knowledge base articles via social media (Facebook, Twitter, and LInkedIN).
•The Knowlege Base page received some performance enhancements and a stock response picker to streamline creating articles.
Bug Fixes •A defect was preventing images from being displayed within the Rich text editor in certain scenarios and has been corrected.
•The date and time property value type had various defects when used in custom forms. These were corrected in this release.
Database Changes - This build does not contain any database changes from 8.4 that require an update via the management console.
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Build #: 8.4.0144 - 2021.06.11 - 09:24:22
This release was focused on enhancements for sales and customer self-help tools. A new content creation system was added for making knowledge base articles, and a new customer engagement center incorporate the knowledge base into the Ask a Question process. It also includes updates to some of the admin settings pages.
Enhancements •The new Preview Dialer form allows agents to search on any contact property to build a list of contacts that need a follow call. The form loads contacts one at a time, and provides a quick view of recent interactions, contact information, a script for the call, and the ability to add call notes.
•The new Manage Knowledge Base Articles interface provides a simple interfacing for creating content you can publish to help customers find answers to common questions. Articles created can be designated as public, or as private content only viewable by other agents. Customers can subscribe to content, and the knowledge base manager can notify them when content is updated.
•A new type of interaction property, Knowledge Base Property, can be used to categorize content in your tenants knowledge base. These new properties can store any of the existing types of values.
•A new customer engagement center, the CustomerPortal-Tabs form, provides an easy to customize website for engaging with customers and prospects. The portal includes a customizable support home page, features for searching or browsing articles in the knowledge base, a new contact form with self-help integration, and access to history and contact details.
•The Service Levels page was converted to the v8 format.
•The Interaction Properties page was converted to the v8 format, and includes new features for displaying where the properties are used within skills, topics, and filters.
•The Contact Properties page was converted to the v8 format, and includes new features for displaying where the properties are used within service levels, other contact properties, and interaction properties.
•The multi-line property value was expanded from 128 to 450 characters of input.
Bug Fixes •In some scenarios with lots of filter actions, the status audit was truncated. The status audit field was increased to 450 characters to prevent truncation.
•Secure Notifications were being excluded from the built-in Message Center form. They are now included.
•Fixed an issue that caused the customer chat window to links in the chat form, instead of a new browser.
•In some scenarios with multiple tenants, the View Topics button was displaying a malformed hierarchical topics list.
•Fixed the User Type delete dialogue to only require a replacement User Type if contacts were associated with the type being deleted.
•Removed interaction property-based skills from the Topics page, because they are not associated with topics.
Database Changes - This build contains database changes from 8.4 that require an update via the management console.
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Build #: 8.3.0033 - 2021.03.09 - 11:25:42
This is a small release with minor bug fixes and usability enhancements. It includes the correction for a defect in 8.2 that removed a database constraint which prevented users from adding duplicate mailboxes.
Enhancements
•Add lazy loading to the mailboxes so users know the table is loading data. This generally only impacts users with over 500 mailbox definitions. •Add lazy loading to the topic selection menu of the Agent Email form in the Customer Info - Contacts page. This generally only impacts users with over 500 topic definitions. •Remove the Segment name when displaying the root topic for a segment, since the segment name is already displayed.
Bug Fixes - This release contains fixes for the following pages and forms: - Add back the constraint to the Mailboxes table to prevent duplicate mailboxes. - Keep cases status open until all questions are resolved. - Fixed issues with exporting data to Excel. - Show message when a contact has more than 2500 interactions and the full history can't be shown in the browser. - Sort the agent list properly on the User Type column. - Remove agent related content from the UI when logged in as a customer.
Database Changes - This build contains database changes from 8.1 that require an update via the management console. Do not install 8.2. |
Build #: 8.2.0092 - 2021.01.21 - 13:54:06 (not available for on-premise installation)
Enhancements
•New secure message portal designed for customers to read messages and submit questions. •New secure answer panel designed for agents that are only allowed to submit answers via the secure message portal. No email is sent using this answer panel •New customer chat form designed specifically for the message portal. •Support for Microsoft Exchange Web Services (EWS) for sending and receiving email via Microsoft O365 mailboxes. Updated mailbox page design and set encryption by default. •Increased display to 2500 interactions in customer history •Updated the Topics Settings page to the new v8 design. •Updated the Contact Details page to show agent settings in a new panel. •Updated Search Interactions to return 2500 interactions. •Change Topic filter now allows selecting topics in other segments.
Bug Fixes - This release contains fixes for the following pages and forms: - Validate segment access for credit memo submitters - Fixed error messages on chat forms - Fixed issues with the Forms wizard - Set From address for agent email when created in the View Mode - Fixed issue that prevented agents from updating their agent settings - Improved performance of the mailbox API - Case status now shows Open and Resolved status correctly
Database Changes - This build contains database changes from 8.1 that require an update via the management console.
NOTE: This build has a defect that allows users to mistakenly add duplicate mailboxes. The defect is corrected in 8.3, and should be used instead of 8.2 when upgrading from v8.1. That is, on-premise users should migrate from 8.1 directly to 8.3. |
Build #: 8.1.0097 - 2020.11.04 - 12:54:46
Enhancements
•New system for generating quotes and tracking follow up (Quote System) •Enhancements to the Websites settings page (improvements to placeholders and new help tooltips) •Enhancements to the Agent settings page (Improved process for adding and removing agents, and integrated settings on main page) •New dashboard page (home page) with customizable widgets •Updated Manage Chats topic selection interface to match Manage Messages •Preview the contents of stock responses in a tooltip •Add TLS 1.1 and 1.2 support with web services framework targeting .NET 4.6.1
Bug Fixes - This release contains fixes for various style and design inconsistencies, and fixes for the quick agent email and credit memo processes.
Security - Updated libraries to latest version (Angular JS, Bootstrap, JQuery)
Database Changes - This build contains database changes from 8.0 that require an update via the management console. |
Build #: 8.0.938 - 2020.08.27 - 13:40:42
Enhancements
•Added segment as an optional column for the message list on the manage messages page •Improved the layout of the contact summary page •Added popover and tooltip help to multiple pages •Added portal option that removes the SEND button and only allows secure messaging
Bug Fixes
•The list of cc addresses was missing from the details and attachments tab in some pages •Various fixes to the display of default mailboxes when answering questions that are transferred between segments
Database Changes - This build does not contain any database changes.
Build #: 8.0.915 - 2020.08.10 - 10:45:08
Enhancements
•Separated segments in the Manage Messages page with segment name labels •Added a check mark to indicate which segments have been configured in the Manage Agent Email Form •Show agent settings in the Contact Details page when an agent views their own contact •New form shows agents that have messages queued and their age in business hours (/f/assigned-messages-count)
Bug Fixes
•Add DB constraint to prevent duplicate properties when properties are configured for a single value •Fixed the date and number format for data exported to Excel in datatables
Database Changes - This build contains database changes from 8.0.910 that required an update via the management console.
Build #: 8.0.910 - 2020.08.02 - 18:14:46
Enhancements
•Enable round-robin assignments via alerts •Load the view mode after credit memo is approved •Add DB constraint to prevent duplicate properties •Performance improvement for interaction searches to improve speed of My Message Inbox and Manage Messages
Bug Fixes
•Error loading contact details tab in My Message Inbox •Allow all values to display when multiple values are saved for a single value property •Error deleting skill •Agent settings are not shown to agents
Database Changes - This build contains database changes from 8.0.902 that required an update via the management console.
Build #: 8.0.902-x64 2020.07.27.20.18.40
Enhancements
•Updated the skills page to show the segments that have topics using the skill •Disable buttons after approving a credit memo
Bug Fixes
•Logout Agent button in the agent settings page was not logging out the selected agent •In some cases, questions could not be answered in segments that didn't have a default mailbox
Build #: 8.0.899-x64 2020.07.23.15.43.48
Enhancements
•Upgraded the Quick Agent Email topic list to include the full set of topics •Changed the Manage Messages page to load with the agent's topics selected •Improved the error handling and layout on the credit memo submit form •Send agent notifications when the round-robin filter assigns a question •Improved the layout of interaction properties in ticket bodies
Bug Fixes
•Agents could not see there own stock responses •Performance improvement for the credit memo submit form •In some cases, questions could be resolved without values for required answer properties •Changing the topic of approved credit memos was causing a display problem •Removed word highlighting when filtering the mailbox list in Forward to Segment because it was causing a performance problem •Custom styling on check boxes was causing a performance problem in the credit memo configuration page •Change Topic actions and newly assigned questions were causing agents to lose their selected message in the My Message Inbox
Build #: 8.0.885-x64 2020.07.13.10.31.19
Enhancements
•The format for dates was updated in the manage messages page to improve performance. •Help text was updated in several pages. •Small enhancements were made to the customer info section of the customer portal.
Bug Fixes
•Agent stock responses were not being displayed for certain types of agents. •The quick agent email configuration was not being properly loaded after the initial set up. •The select all button in the manage messages topic list was ignoring the Show My Topics switch.
Build #: 8.0.881-x64 2020.07.09.09.07.00
This is the first generally available release of iService 8.0. It's a complete replacement for the agent user interface. Changes are summarized below.
Tenant Website - The tenant website is completely replaced beginning with this version. The new website is described within this user guide.
SQL Server Database - There are no schema changes from version 7.8 to this release. There are new stored procedures added, but the database remains compatible with the 7.8 website.
Mail Popper - There are no changes to the mail popper component. |
Version 7 and Prior Release Notes
To read release notes for versions prior to 8.0, see the legacy user setup guide at https://www.iservice.info/guides/setup/index.html?version_history.htm |
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