Release 5.9.2

What Changed

  • Quality Assurance — scroll to evidence. On assessment details and in the checklist editor's "test on a real dialog" panel, clicking a criterion jumps the transcript to its linked message(s), highlights them, and steps through multiple evidence refs.
  • Quality Assurance — assessment page refresh. Compact header, collapsible dialog details, message bubbles, and a two-column layout where the action bar no longer overlaps the transcript or checklist on tall headers.
  • Operator Panel — queue auto-connect greeting. When a chat waiting in the queue is auto-assigned to an operator who comes online, the client receives the configured "operator connected" greeting again (when that feature is enabled on the instance).
  • Operator Panel — fewer connect notifications. After escalating from the bot, pre-connect steps no longer replay as separate client messages — one system "Last steps in bot" block remains, without a burst of duplicate notifications.

How It Changed

Quality Assurance — criterion to message

Before: QA reviewers had to manually scroll the dialog transcript to find the message a score was based on; the checklist test panel had no jump-to-evidence action at all.

Now: Select a criterion and use Go to messages (or the equivalent control on the test panel) to scroll, highlight, and step through linked messages; focus mode dims unrelated messages so evidence stands out.

Operator Panel — queue greeting

Before: A chat picked up from the queue when an operator came online could connect successfully while the client never received the auto-connect greeting text.

Now: When "show operator connect message" is enabled and a greeting template exists for the dialog language, the client receives that message on queue auto-connect as well.

Operator Panel — escalation notifications

Before (since 5.9.1): Each pre-connect bot step could appear as a separate client message in Operator Panel, triggering multiple notifications for a single connect and duplicating the same text inside "Last steps in bot".

Now: Only one system "Last steps in bot" message is created; separate client-message duplicates are not replayed. Instagram and Facebook Messenger 24-hour input checks still work correctly after escalation.

Why It Matters

QA teams review assessments faster when evidence is one click away instead of a manual transcript search. Operators get a single clear notification per connect instead of a storm of duplicates. Clients waiting in queue see the expected greeting when an operator picks them up. The escalation change reduces noise while keeping bot history visible in one consolidated block.