Release 6.2.2

Release 6.2.2 adds mass transfer of dialogs to another skill group, Cc and Bcc in emails, an unpublished-changes marker in Scenario Builder and new case filters for integrations. It also fixes issues with operator panel folders, broadcasts from the clients page, new-chat notifications and AI agent replies.

Operator Panel

New

• Mass actions by role permission. Mass actions on dialogs (event, mass macro, "Transfer to skill group", "Close selected dialogs") are available to roles with the "Mass actions" permission and to root. Roles without it need the permission granted under "Settings" → "Roles". Up to 1000 chats can be processed at once, and if there are more, the system refuses with an explanation. A supervisor can select chats in the table and move them to another skill group. The mass macro has a "Close dialogs after run" checkbox, on by default. Actions on a single chat work as before.
• Cc and Bcc in an email reply. When the feature is turned on for the instance, every email reply has a "Cc · Bcc" row. Up to 20 addresses can be added to each field. The client does not see Bcc, while operators of the current case see it with a lock mark. If the email connection cannot guarantee Bcc, the email is not sent and the reason is visible to the operator. The "Send email" node in Scenario Builder has a new "Bcc" field.
• Email subject and sender in the dialog list. When the feature is turned on for the instance, an email case in the list shows the thread subject on a separate line, and the preview shows which client wrote last. A row with no title and no client name is now named after the sender instead of a technical key.

Fixed

• "My chats" keeps only dialogs where the operator is connected. On instances with the new search, the "My chats" and "Operator" folders and their counters also included dialogs the operator had already left or transferred. Now they disappear immediately, as before. The "Closed" folder with the "Operator" filter is no longer empty and shows closed dialogs the operator took part in. The numbers in the list grouping by operators still count all dialogs.
• The "Closed dialogs" folder is back in the side menu. On the new folder interface it disappeared even when it was turned on in the menu settings. Users who turned it off still do not see it.
• All operators who can take a chat get the "New chat" notification. Previously, operators with a dialog limit of 0 who take chats manually thanks to "Connect to a dialog over the limit" got no bell, toast or sound. Now the notification goes to all operators of the topic's skill groups who can take the chat, including those with limit 0. Those who cannot take the chat still do not get it.
• An empty email reply no longer goes out with only a signature. If the operator profile has a signature on, clicking "Send and move to ..." with an empty field sent the client an email containing only the signature. Now the operator sees the hint "Enter a message text or add a file" and the case status does not change. To close a case without a reply, change the status in the case panel. An email with text or a file works as before.
• The panel and bots no longer freeze while chats are created. On instances with the new search and case filters, the operator panel and bots could hang for half a minute and the service was marked as unavailable. This no longer happens, and case lists update without delay.
• A mass call campaign does not stop the panel. A burst of calls after a mass outbound campaign no longer slows down the operator panel and other channels. Calls appear in the panel one by one, within a few seconds. If call processing is temporarily unavailable, the call data is kept and the call can be restored. Automatic transcription during a burst may be delayed, and a skipped one can be started manually from the panel.

Clients and broadcasts

Fixed

• "Send to all" respects the table filter. Previously, with the new filters on the "Clients" page, the window showed the count and sent the broadcast to all clients of the bot, not only to those left in the table. Now the window counts and prepares the broadcast only for clients that remain after the filters and the chosen group. Without filters, with column filters and for "Send to selected" everything works as before.

Scenario Builder and Fast Line Pro

New

• Unpublished-changes marker in Scenario Builder. Next to the "Publish" button a "There are unpublished changes" marker appears, and its hint names what is not published (sections, constants, process name). The marker disappears after publishing, importing a scenario and reloading from the server. Simply selecting a node or a link does not turn it on. Process variables and section parameters are not counted. The Run window warns that the published version will be run if there are unpublished changes to sections or constants.
• A clear publishing result in Fast Line Pro. After "Publish", a chat bot shows the same "Success" toast as an agent. A publishing error for a chat bot or an agent is now shown as an "Error" toast with the reason, and the button becomes active again.
• A custom model name does not reveal the real model. When a Fast Line Pro model has a custom name, the instance AI assistant and external tools see only that name and a short description, not the real model. Model selection in the constructor has not changed.

Fixed

• The AI agent answers long-standing clients again. After the Fast Line Pro AI agent service was updated, clients who had written to the bot earlier might get no reply: the node switched to a fallback branch or repeated an old answer. Now a new conversation starts automatically for such clients, without the memory of the previous one.
• The bot page opens fast even if a messenger is silent. Previously the bot page in the constructor could take minutes to open while a messenger (Telegram, Viber, Facebook, WhatsApp, Instagram) did not respond. Now it opens in a few seconds, and the bot name in that channel may be empty until the messenger recovers.
• Bot settings are no longer reset after the first run. Previously, after the first scenario run, things such as "Context between agents" in Fast Line Pro and operator panel column presets disappeared. Now the settings stay, and the process run counter counts every run, including simultaneous ones.
• The "Data" section in Custom Data opens on the first click. The page no longer redirects to "Create table" when tables exist. If the table list could not be loaded, an error message with a retry button is shown.

Integrations

New

• New case list filters for integrations. The case list can be narrowed by assignee, author, priority, the "resolved" flag, the "overdue" flag and a custom field value (parameters assignee_id, reporter_id, priority_id, resolved, overdue, custom_field[<name>]). All parameters are optional: without them the response does not change. "Overdue" means the case was escalated by SLA at least once, and this mark is not reset after the case is resolved or reopened.

Stability

AI quality checks of dialogs are improved for emails with embedded images: such emails no longer cause a check error.