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Release 5.14.1

Widget file uploads no longer show a false "sent" confirmation when a file is rejected. UniTalk joins Ringostat as a one-click telephony preset. Email messages in Operator Line get a cleaner header and thread grouping. The rest of this release restores several things that regressed in 5.14.0 — queue grouping by subject, manual transfer to offline operators, and the legacy client card look — plus fixes in Custom Data, Quality Assurance, Scenario Builder, and Tickets.

Operator Line

New

  • Redesigned email view. An email message now shows one header with the sender, subject, and recipients instead of separate lines. Viewing all of a client's mail together groups related emails under a thread label. Quoted text in the message body collapses into a short summary you can expand, and attachment sizes show in one consistent format.

Fixed

  • Dialog list timer. The elapsed-time label next to a conversation no longer jumps straight from "59 sec" to "2 min" — it now shows "1 min" as expected, and every later minute is a full minute too.
  • Details panel when switching chats. Quickly switching between chats no longer leaves the client and appeal details panel collapsed while the conversation itself is open.
  • Organization filter. Picking an organization in a filter condition no longer gets silently reset by a leftover update from the previous selection.
  • Manual transfer to offline operators, restored. On instances where "Show only online operators" is turned off, transferring a chat by hand — including through FastLine — offers offline operators again, matching the behavior before 5.14.0. Automatic distribution is not affected.
  • Queue grouping by subject, restored. On instances with "Group by subject" turned on, the queue accordion groups appeals by subject again. A group that appears while you're working — a new page of results, or an appeal changing subject — now opens on its own so it isn't missed.

Clients

Fixed

  • Read-only custom fields stay read-only. A custom client field configured as read-only no longer opens for inline editing in the details panel.
  • Legacy client card appearance, restored. On instances that have not turned on the updated interface, the client card is back to its familiar look: readable field size, click-to-copy values, editing through the pencil button, and empty fields shown by default. Each operator can still choose to hide empty fields, and the choice is remembered.

Settings

New

  • A separate permission for the Citations block. An administrator can now hide the Citations block — shown under Copilot and Fast Line Pro suggestions — for a role without disabling FastLine monitoring altogether. Previously the only way to hide citations was to remove the "FastLine: View" permission, which also hid the FastLine queue folder and monitoring tools. Existing roles keep seeing citations exactly as before; the new permission is on by default and can be turned off per role.

Custom Data

Fixed

  • Date filtering is back. In the updated Custom Data view, date columns offer the full set of date operators — between, equals, before, after, empty, not empty — with a calendar picker, matching the earlier experience. Filtering and exporting by date range both work again.
  • A saved view with no configured columns opens normally instead of getting stuck loading.

Quality Assurance

Fixed

  • Clearer failures when the AI response is cut off. An evaluation that ran into the model's output limit used to fail with a generic parsing error and no score. It now reports plainly that the response was cut off.
  • A single failed batch no longer discards an evaluation's progress. When a checklist is evaluated in batches, one batch failing used to throw away every criterion already scored. A failed batch is now retried on its own instead.

Scenario Builder

Fixed

  • Duplicate node IDs are now visible instead of silently hiding parts of a scenario. If a scenario ends up with two nodes sharing the same ID — for example after cloning a bot — one of the nodes and its connections used to disappear from the canvas with no warning, and the builder refused new connections with a generic "already connected" message. An affected scenario now shows a banner on load and is flagged in the validation panel, and a blocked connection names the node it actually leads to. Cloning a bot no longer produces this issue.

Tickets

Fixed

  • Automatic ticket closing is reliable again. A ticket scheduled to close automatically after a period of inactivity could occasionally stay open indefinitely. Scheduled closing now always fires as expected.

Widget

Fixed

  • File upload failures are now visible. When the widget could not deliver a file, the client used to see a false "sent" confirmation and, on any failure, a confusing "unsupported file type" message — even for valid files. Now the client sees a clear "Could not send file, try again" message, and the operator sees a note in the chat when a file failed to arrive.
  • The file size limit now matches what the server accepts, so large files (25–27 MB) that used to disappear silently now show a clear size-limit message instead.

Telephony

New

  • UniTalk joins the telephony presets. The telephony channel form offers a provider preset picker with Apply preset for both Ringostat and UniTalk, instead of a Ringostat-only button. Selecting a preset fills in the provider-specific configuration for you.

Please note

  • The redesigned email view is part of the same staged interface update as the rest of the modernized Operator Line. Until an instance turns that update on, email messages keep their previous look.
  • The new Citations permission is enabled by default for every role, so nothing changes automatically on upgrade — an administrator opts a role out where needed.
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