Version 20220725.1
about 2 years ago by Carl Vergara
Summary: Live Chat Assist (New Feature), bug-fixes
1. New Feature: Live Chat Assist: Live Chat Assist: This advanced feature allows supervisors, managers, or team experts to jump in and assist agents in real-time during a live chat; see Chat Assist for more details. Highlights include:
- Chat Assistants can assist agents requesting help, or jump into an existing live chat to coach an agent. This side-chat is invisible to the end user/patient.
- Agents and Chat Assistants can communicate with each other using a new tab in the right-hand Live Chat panel.
- Chat Assistants can monitor all active live chats with a patient through the new 'All active chats' view.
- The Chat Monitor page now displays links that allow Chat Assistants to drill into a specific live chat.
2. Bug Fixes:
- Fix issue where Command panel on Dark theme is hardly visible
- Fix issue where carriage returns from Quick Replies/message bars for Texting and Live Chat are removed
- Fix issue where Chat Properties Key field is initially missing when using Chat Properties in a Triage Bot step