Flow updates do not require any downtime. This release has already been deployed. There is no expected impact to your operations until you configure the new features. 

This release also includes Generative A.I. features, changes, or fixes.

• New Features
• Dynamic reply
• Persona UI
• Improved conversation transcript history
• You Found It. We Fixed It.

New Features

Dynamic reply 

We changed Generative A.I. to Dynamic Reply to improve clarity. The right panel now includes a drop-down menu for selecting the persona. It uses the selected persona from the language settings by default but can be overridden by other eligible bot personas.

A new drop-down menu for a successful reply has the options Nothing (default), Trigger event, and Trigger flow. The default value for On failure to reply is set to Trigger unknown to maintain consistency in handling failures. This step was added to make it fail-safe into not creating an infinite loop by triggering the unknown On failure to reply action.

UI changes have been implemented in the dynamic reply flow and sidebar to support the new features, ensuring a seamless user experience. The dynamic reply icon has been updated to align with the new features and UI changes, providing a cohesive interface.

Persona UI 

We have introduced new UI support to manage Personas in the organization settings, addressing the need for a more streamlined approach. Previously, Persona creation and updates required manual intervention by Engineering, resulting in increased effort and reduced flexibility for both internal teams and customers. 

The new Persona look in the organization settings allows users to manage personas directly without backend involvement. 

These enhancements aim to reduce manual effort, increase flexibility, and improve efficiency in managing the Personas, providing a more seamless experience for both internal teams and customers.

Improved conversation transcript history

We have updated the conversation transcript feature to enhance the ability to capture full conversation history. Previously, the system limited the transcript to the latest 20 messages, which restricted users from obtaining a complete conversation record.

The system now sends the entire conversation history via email for ongoing conversations instead of limiting it to the latest 20 messages. This ensures users receive a comprehensive record of the conversation without any message cutoffs.

Additionally, once a conversation is resolved and a new conversation is initiated, the system now appropriately ignores the old conversation history. It sends only the new conversation transcript via email, ensuring clarity and relevance in communication records.

You Found It. We Fixed It.

• When you switch between event and flow, the event placeholder is now always visible when the value drop-down menu is empty. When you switch languages in event or flow, the value drop-down is reset for both.
• Dynamic replies no longer appear under the shared tab when they're added as channel specific and the reply header remains green in color.
• The issues with selecting and deselecting values in the Convert drop-down menu and the font color inconsistencies  with typing and clicking channel names in the drop-down are fixed.
• The List menu width is now consistent for all the tabs in the rules project.
• When you select different regions while creating a project, the desired regions are now visible in Language settings.
• We have made the Reset specific params drop-down an autocomplete component so users can type other params.
• The Organization settings inconsistency regarding the Back to project option visibility is fixed.
• Incorrect text formatting for event triggers has been fixed and verified for all event triggers.
• We made improvements to the handling of incoming requests from Care to skip duplicate requests that can occur due to networking lags.