Release 6.3.0

Release 6.3.0 adds version history and access control for Action Jail actions, macro settings and link ties in Scenario Builder. It also lets you edit client channel contacts, shows the average response time inside a dialog, and fixes several issues in dialogs and notifications.

Operator Line

New

Editing client channel contacts. The "Client channels" tab has a new "Contact data" column and an "Edit" button for each channel. The client card has an "Also update channel contacts" checkbox that writes the name, email or phone from the card to all of the client's channels. Instance Agent can fix both the card and the contacts when asked to "fix the data on all levels", and shows each change as "was → will be".
Choosing columns in the "Client channels" table. The "Column display" button opens a dialog where you can show or hide columns and change their order. There is a "Reset" button. The choice applies to all expanded rows and is saved in the browser. The "Channel" and "Chat" columns cannot be hidden.
"One of" filter for list fields. In "Clients" → "Filters", in folders and in the Operator Line quick filter, list fields have a "One of" condition. With a single value it works the same as "Equals". The "Organization" field also gets a "Filled" condition.
Recent addresses first in the "Forward" field. An operator who has already forwarded emails sees the addresses they forwarded to most recently first. Contacts in alphabetical order follow, and an address beyond the first page can be found by search. The feature is turned on by a setting; when the setting is off, the field works as before.
Copy confirmation without a pop-up. When an operator copies a value in the client card or ticket fields, a small label appears next to the field for 1.5 seconds. There is no pop-up message anymore.
Admin setting "Do not notify about chats opened by an operator". On the "Notification settings" page, on the "Mandatory notification types" tab, a new checkbox appears under "Chat created". When it is on, nobody is notified about a chat opened by an operator: neither colleagues on the subject nor the operator. Incoming chats from customers work as before. The checkbox works only when Notification Center is on. Outgoing emails that an operator starts from the panel are also taken into account.
"Seen" status in Facebook Messenger and Instagram Direct. When an operator opens a dialog with unread customer messages, the customer sees "Seen" in the messenger at the moment of viewing, not at the moment of the reply. The feature is turned on separately for Facebook and Instagram and is off by default. The effect on the "New" status in Business Suite Inbox is not guaranteed. Bulk "mark as read" does not send the status to Meta.

Fixed

A chat after Fastline reaches a manager. Previously, when a bot handed a chat to a manager after Fastline, the chat could be left without a manager and without a queue, even though free managers were available. Now the chat goes to a free manager or joins the queue, and the subject is taken from the node settings. This applies to new tickets; chats that are already stuck must be taken manually.
The "Client's recent steps" block no longer repeats the operator's reply. In a new ticket the block shows only the steps after the previous dialog was closed, so the operator's reply is not repeated in the feed. The same block no longer appears twice in a row in a chat. If an operator's reply still gets into the block, it is signed "Operator Name", not "Auto-reply". This applies to new tickets; blocks already shown will not change.

Scenario Builder

New

Macro settings. In the "Section parameters" window of a macro section you can set an alias (unique on the instance), turn on "Available from chat" and limit the macro to skill groups. A macro with skill groups is visible in the macro list only to members of those groups and root. The macro is marked with a /alias badge in the sidebar and on the start node. The feature is turned on by the "Macro access: alias, chat and skill groups" setting.
Link ties. Alt/Option + a line across several links gathers them into a bundle. The clamp can be dragged; Alt + drag adds a clamp (up to 8), and a double click removes it. Delete/Backspace on a tied link removes the tie, and the links themselves are not deleted. The "Tie" button on the toolbar and a palette command turn the mode on without Alt. Ties are saved with the section and survive renumbering and import. Clones and copies into another section come without a tie. The feature is off by default. Export carries ties only with the new export format.
A variables form in "Run from node". The window shows a form of fields for the {{…}} variables of the selected node and the nodes further along the branch, with a switch between the form and the text view. Values from the previous run are filled in, and an edit in the form reaches the node. Empty variables are highlighted, bot constants are not. Running from a trigger has not changed.

Fixed

A photo from "Attachment" arrives together with the buttons. Previously, in a node with buttons that had other fields in its settings (for example, the number of columns), the customer saw only the text and buttons, although the builder showed the photo as uploaded. Now the photo arrives together with the text and buttons.

Action Jail

New

Action version history. In the action editor, a "History" button appears next to "Make a copy". It shows who changed the code, parameters and documentation of the action, when and what, lets you compare with the current and previous version, and restore an old version in one click. Tokens in the history are masked. History is kept for 180 days and requires the settings log to be on. The feature is turned on by a setting.
Disabling an action and access for specific bots only. The action editor has an "Action active" switch and a list of allowed bots. You can disable an action without deleting it, or allow it only for specific bots. A disabled action, or one not allowed for the bot, returns error. Actions have marks in the library, and the scenario palette has a filter. The restrictions apply after a restart and in schedules. The assistant cannot turn an action on or widen the list of bots by itself.

Statistics

New

Average response time inside a dialog. In Native Statistics, on the "Tickets" tab, there is a new card with the average response time inside a dialog and a summary table with export to CSV and XLSX. Every dialog has equal weight. The time of the last live operator is counted, without their first reaction. The feature is off by default and requires current Native Statistics permissions.

Quality control

Fixed

A clear error when the checklist agent model is unavailable. In the checklist editor, "Save" on an unavailable model does not save the checklist and says which model to change (or to contact the administrator). Evaluation, checklist test and bulk evaluation with an unavailable model show "the agent model is unavailable — choose another model in the checklist agent". Previously such a failure went unnoticed.

Other changes

Changed

The Instance Agent timeout message no longer names a duration. The message no longer states a wait time that might not match what really happened. It explains that the agent may be running a complex operation, suggests retrying or simplifying the request, and asks you to check the result first if you asked for a change.

Fixed

Revoked MCP tokens stay in the list. Tokens marked "Revoked" and without the "Revoke" button look the same right after revocation and after a page refresh. Previously, after a refresh, such a token was wrongly shown as "Active" although it no longer worked. The revocation confirmation window opens only once.
A click on a method in the integration documentation opens its description. In the side menu of the integration documentation, a click on a method opens its description again in all browsers. The look of the documentation no longer changes by itself.
Unique organization alias in Client Portal. Two organizations can no longer get the same alias, even if they are created at the same time: the second one gets the error "alias is already in use", and an organization without an alias gets the next free one (name_1).