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Version 20220331.1

over 2 years ago by Carl Vergara

Summary: Live Chat - new right-hand sidebar; Chat Monitoring tab enhancements; Chatbot upgrade: manage and use Data Sets during execution

Major version upgrade, including:

  1. Live Chat: The Agent's live chat view has been upgraded with a new right-hand sidebar, which now houses Notes and Chat details as expandable/collapsible tabs. The Chat details, in addition to displaying widget/topic name and access to Patient Widget URL and Text conversation, will now also display chat properties and custom attributes. Please consult our in-app MedChat Help Center for more details.

  2. Monitoring: The Chat Monitoring tab has been upgraded with the following:

    • Widget filter: users can now filter by all widget or a selected number of widgets, instead of one at a time in the previous version
    • Status: the status is now denoted by an indicator to the left side of the topic name
    • Active Bot sessions: the detail breakdown now includes a count of on-going chatbot sessions
    • Topic breakdown: clicking on a widget row will display the breakdown at the topic level, including number of active chats, active bot sessions, and active/available agents
    • Totals: a new 'Totals' row is now available, which is an aggregate of your selected widgets. This includes a count of all unique agents available to receive chats
    • View refresh: The view refreshes every minute, but new refresh button is available if you want to get real-time updates immediately

  3. Chatbot upgrade: Chatbots now include a powerful new feature called Data Sets:

    • Data Set portal: a new data set portal is now available under Admin > Boosters > Data sets. Orgs can upload (and view) *.csv files here, where they can be called and referenced during a chatbot execution
    • Data Set Query step: a new chatbot block called 'Query Data Set' is now available. When used as a step in your chatbot flow, you can reference existing Data Set files from your portal, add conditions for querying against that Data Set, and then return matching records into a custom attribute that you can use or call in chatbot steps downstream.

    For example, a "Provider lookup" chatbot can prompt a visitor for their zip code, then query a Provider data set/spreadsheet to find all rows matching the entered zip code, then finally return those rows to display back to the user. For more samples and additional details, please consult our in-app MedChat Help Center on Chatbot Data Sets

  4. Other updates:

    • Date Picker update: The chatbot Date control styling was updated
    • Main menu: The obsolete 'Get Help' icon has been removed from the main menu
    • Webhook: Updates for third-party webhook integration requirements