Release 5.9.0

Availability. Release 5.9.0 is not yet available on all instances. The features described below become available after your instance is upgraded to this version.

5.9.0 adds several features that make support more transparent for clients and easier to manage for your team: clients can work with their own requests in a dedicated Support Center, teams can reuse ready-made solutions through the Shared Library, and administrators get more control over settings changes.

Highlights

  • Support Center for clients. End users can sign in to a separate portal, create requests, track status, add comments and files, receive notifications, and rate the service after closure.
  • Shared Library. Teams can install ready-made packages, import .c1pkg files, export their own work, and publish packages to the catalog after review.
  • CSAT by email. After an email request is closed, the system can send the client a rating email, and the result appears in quality statistics together with ratings from other channels.
  • Settings change log. A root administrator can see who changed critical settings, when it happened, and what changed, including before/after values.
  • Deleted-topic restore. In Settings → Topics, administrators can open deleted topics and restore a topic with its fields, SLA, and skill-group links.
  • AI Assistant. While the assistant is replying, you can queue the next message and choose models more clearly.

Support Center

Support Center is a separate app for clients who contact your team. A client can view their requests, create a new ticket through a wizard, add comments and files, receive reply notifications, and rate the service after the ticket is closed.

Administrators configure the portal in Constructor: portal URL, self-registration, registration fields, directions and topics for ticket creation, and organizations for B2B clients. If shared visibility is enabled for an organization, its users can see colleagues' requests.

Operators keep working in Operator Line: comments from the portal arrive in the ticket, and the client's request history is available in the Clients module.

Shared Library

Shared Library helps teams avoid rebuilding standard solutions from scratch on every instance. Packages can include scenarios, scenario sections, actions, Fast Line Pro agents and knowledge bases, and settings bundles.

In Constructor, you can browse the catalog, install approved packages, import a package from a .c1pkg file, export your own package, or publish it to the catalog. The feature is disabled by default: a root administrator enables it when the team is ready to use shared packages.

CSAT by Email

CSAT can now be collected after email requests, not only in chat or the widget. Scenario Builder includes the CSAT Email Send action: configure the email subject and body, rating scale, comment rules, link lifetime, and repeat-survey limits for the same address.

The client receives an email, opens the link, confirms a rating, and can leave a comment. The result is saved in existing quality statistics, so email ratings can be analyzed together with ratings from other channels.

Settings Change Log

The settings change log shows the history of important instance changes: who made the change, when, in which module, which entity it affected, and which fields changed.

The log page includes filters by period, module, entity type, action, and author. Each event has a detailed diff with before and after values. The feature is disabled by default and requires a dedicated role permission.

Deleted-Topic Restore

Settings → Topics now includes a list of deleted topics. An administrator can find a topic by name or identifier and restore it with its previous configuration: ticket fields, SLA, parent topic, confidentiality, and skill-group links.

If an active topic already uses the same alias, or if the parent topic is also deleted, the system will not restore the topic automatically and will explain why. When creating a new topic, Constructor also warns if the same alias exists among deleted topics and offers to open restore.

AI Assistant

AI Assistant now has a message queue. If a response is still being generated, you can type the next question right away: it appears in the queue above the input field, where you can edit or remove it before processing. When the current response finishes, the assistant automatically continues with the next queued message.

Model selection has also been updated: the list of models now depends on the engine enabled for the instance. The existing mode remains the default; the new Cursor engine is enabled separately by an administrator.

Notes

  • Support Center requires a separate Client Portal deploy and a configured portal URL.
  • Shared Library, the settings change log, and the Cursor engine for AI Assistant are enabled separately through instance settings or feature flags.
  • CSAT by email requires email sending to be configured and the survey service to be available.
  • Topic restore does not bypass alias conflicts: if an active topic already uses the alias, resolve the conflict first.