Release 5.11.0

5.11.0 is a major step forward for teams that build processes on data, internal knowledge, and fast support. We redesigned the Custom Data workspace, added flexible organization for the instance knowledge base, opened a staff view in Client Portal, and let scenarios react to internal ticket notes — with less manual work and without leaking internal text to the customer.

This release is about making ConnectiveOne feel more modern every day: fewer screen hops, more clear actions where you already are, and automation where teams previously relied on chat agreements.

Highlights

  • Custom Data — a new workspace. Create tables, import with preview, Kanban board, semantic field types, table trash, and stable work with large tables.
  • Instance knowledge base — tags and quick actions. Colored labels, filters, multiple processes per document, and metadata edits from cards or list rows.
  • Client Portal for staff. Operators and supervisors open the same ticket link as the customer — with internal notes and support context, read-only.
  • Scenarios react to internal notes. A new internal event starts automation when an operator leaves an internal ticket note.
  • Email in Operator Line without unnecessary blocks. Forward a message as-is or send attachments only — without mandatory text in the message field.
  • Easier node connections in Scenario Builder. Connection handles on the canvas are larger — building complex branches is less fiddly.
  • Fast Line Pro — Ask AI for meaningful text splitting. From knowledge-base segment settings you can hand a file to Instance Agent for semantic chunking.

Custom Data

Custom Data gets a refreshed interface: from “new table” start to everyday work with thousands of rows. The goal is that integrators and analysts share one clear workspace — not a technical builder “only if you already know JSON”.

What’s new

  • Module start page — tables listed by groups; create a table or open records in one click.
  • “New table” screen — import from file, structure starter, blank editor, or Ask AI (when Instance Agent is available on the instance).
  • Import with preview — sample rows and validation errors before write; Excel/CSV and Google Sheets by link.
  • Clear-and-import mode — full table replace only after confirming how many rows will be deleted.
  • Guided table editor — fields, statistics, and presentation in one place; groups are created in the form.
  • Records view — filters, saved views, sorting, grouping, and stats under the table.
  • Kanban board — switch a saved view to a board; dragging a card updates the field value.
  • Semantic field types — email, phone, link, image, color, and more render clearly in the table and form.
  • System reference fields — operator, topic, tag, priority, skill group show a label, not only an ID.
  • Scenario tab — ready action snippets and where the table is already used in bots.
  • Row macros — run a scenario from a record when configured for the table.
  • Table trash — restore a deleted table from Trash in the table list (rows stay until you Delete permanently).
  • Large tables without a dead end — if the chosen sort isn’t ready for a fast open yet, the table still opens in a safe order; a banner explains what actually applied, and an administrator can start sort acceleration with a risk estimate.

How it changed

Before: Custom Data felt like a technical tool — manual structure setup, import without confidence about what would be written, separate screens for groups, and limited comfort at large volumes.

Now: you follow a clear path from a table idea to a working view — with import preview, board mode, saved views, and protection against accidental data loss on large tables.

Why it matters: directories, case journals, and scenario data can be maintained faster and safer — without fear of “breaking” a table during import or sorting.

Please note (Custom Data)

  • An instance administrator enables the new Custom Data UI (how to enable). Until then, the familiar interface remains.
  • Structural changes (field type, deleting a field) can change column data — the system warns before save.
  • Ask AI depends on Instance Agent settings on your instance.
  • The old AI Magic model generator is removed from the UI; use Ask AI via Instance Agent instead.

More: Custom Data analyst hub, create a table, how large tables work.

Constructor — instance knowledge base

Internal team instructions no longer get lost in a flat list: tags, convenient filters, and quick actions without opening the full editor every time.

Tags and filters

  • Tags opens the instance label catalog (name + color).
  • A document can have multiple tags; clicking a tag filters the catalog.
  • In the catalog: search by name and document count; View applies a list filter quickly.
  • Filters popover — type, process, access, pinned state, tags; active conditions show as chips.
  • Cards and List layouts expose the same metadata actions.

Inline metadata

Before: type, bot, and status were visible but editable only in the full document editor; a document linked to only one bot.

Now: type, tags, processes (multiple per document), pin-to-home, and access (public / restricted) change from a card or list row; clicking type, tag, or process also filters the catalog. The UI uses the term process throughout.

More: how to use the instance knowledge base, what is the instance knowledge base.

Client Portal — staff view

Support gets closer to the customer experience: an organization employee can open the same ticket link as the reporter — and see internal context that end users never get.

What’s new

  • A dedicated role permission — Client Portal (staff) — for read-only access.
  • On the ticket page, staff see the public thread together with internal notes and a context panel (tracker, Operator Line, and more — per instance settings).
  • In Support Center, staff can open a ticket list (Show ticket list) within operator permissions, with organization and client filters — without create or edit.
  • Users with this permission are not blocked from Constructor — unlike the end-user “Client Portal only” role.
  • Tracker links in the response use a trusted address from instance settings.

How it changed

Before: an employee opening a customer ticket link saw the same screen as the reporter — no internal notes and no separate staff access via roles.

Now: an administrator grants Client Portal (staff) together with Operator Panel and ticket permissions, and sets tracker and Operator Line URLs. Operators get one URL from customer emails and notifications — without workarounds and without exposing internal notes to regular portal users.

More: staff view in Client Portal, configure staff access.

Scenario Builder

Internal ticket note

Before: a scenario with the “ticket message” event reacted only to the public thread; there was no separate trigger for an internal note. Chat reminders could mistake an internal note for a public operator reply.

Now: in Start → Internal events you can choose Internal ticket note. The note text is never sent to the customer; the scenario gets a short preview. Reminders no longer confuse an internal note with a public reply.

Why it matters: you can automate escalation, webhooks, or internal steps exactly when the team leaves a service mark — without leaking the note to the customer.

More: configure internal events, internal events reference.

Easier node connection handles

Connection points on the canvas (node inputs/outputs, including keyboard buttons) are larger — easier to aim and wire complex scenarios with fewer misses.

Operator Line

Email: forward and attachments without mandatory text

Before: forwarding a message as-is or sending attachments only required text in the message field; with an empty field, send could silently do nothing.

Now: on the email channel you can forward without an extra comment and send attachment-only messages. A truly empty send (no forward context, no files) shows a clear warning instead of silence.

Why it matters: operators hand off correspondence faster without inventing filler text in the reply field.

More on forwarding: manage email recipients.

Fast Line Pro

Ask AI for meaningful knowledge-base chunking

In document segment settings, Ask AI appears when Instance Agent is available (and not read-only): you can pass uploaded files to the agent for semantic chunking — splitting by meaning, not only by character count. Ready segments are saved through the usual knowledge-base segment flow.

Manual segment size settings in Fast Line Pro stay as they are — Ask AI complements them when smarter splitting is needed.

More: Fast Line Pro hub, split a file with Ask AI.

Please note

  • Custom Data UI v2 and Instance Docs may need separate enablement by the instance administrator; check with the ConnectiveOne team or instance settings.
  • After an Engine upgrade for the instance knowledge base (tags and multiple processes), your administrator may need the standard database schema sync.
  • Do not mix Client Portal (staff) with the end-user reporter role on the same role unless needed — staff takes priority, but mixed roles complicate auditing.
  • This release also includes quality fixes from the 5.9.x–5.10.x line (Operator Line, Fast Line Pro, administration). If you upgrade from an intermediate version, also check the 5.9.3–5.10.0 notes.