Release Notes

• New: Add response time metrics. We can track first response time and average response time. Response time calculates the difference between a user action and the first response from the agent. We also keep track of number of messages sent and received per service.
• Fix: [Kubion] Ignore broken avatar images received from service allowing the configured default to be shown.
• Fix: [Kubion] Set correct participant information on all messages coming from Kubion.

• Fix: [DCX] Questions with more than 1000 characters are now being truncated to make sure they are accepted by DCX
• Fix: [DCX] T-dialog additions are now properly handled for validation messages, questions and quick-replies

• New: Add support for separate API key to use in Robin availability check

• New: Add Robin service
• Fix: [DCX] Additions were not available for webhooks triggered by t-dialog answers

• Fix: [DCX] User-Agent and Referer headers are now sent correctly to DCX

• Security fix: Fix potential XSS issues in agent introduction and agent name
• New: Add Obi LiveEngage service
• New: Add Avaya livechat service
• New: Add support for service response hook trigger which allow us to get external data on specific service responses. Currently only available for DCX
• New: Add hook runs to metrics. This allows customers to see how many times a hook is run and can be used to track for instance how many times the send transcript feature has been used.
• Improvement: Allow hibernation detach behaviour to be controlled per service (so you don’t get a “Do you want to continue this conversation with XXX” when talking to a bot)
• Fix: [Kubion] Remove no_choice_message handling for choices as Kubion service now handles those themselves
• Fix: [DCX] Transfer reason is now passed correctly again when transfer to different service fails

• Security fix: [Medallia] Prevent potential XSS attacks from Medallia content
• Change: [Medallia] End message will now immediately end the Medallia session

• New: Add **Medallia Conversations** service
• New: Add send transcript to the interface. If enabled, users can send a copy of the transcript to themselves by e-mail.
• Start the domain transition from `[seamly.ai](http://api.seamly.ai)` to `[seamly-app.com](http://api.seamly-app.com)` as .com domains have faster DNS and it supports DNSSEC. First part of the transition is to enable running the app on both domains simultaneously. Once clients are updated and the seamly.ai domainname is no longer in use it will be turned off.
• Fix: DCX now uses 10s timeouts on HTTP requests
• Fix: DCX continue addition now works properly on dialogs
• Fix: DCX CTA followed directly by dialogoptions would crash the conversation. The crash has been fixed.
• Fix: Inbenta using missing personalisations would crash after introduction of Rich messages

• New: Add support for *Cloudmersive Virus Scan API* to scan user uploads before processing them
• New: Add a *SalesForce Soap API* handler for hooks. This allows customers to send conversation context data to their SalesForce SOAP api, for instance to create a new case
• New: All outgoing HTTPS calls now support Mutual TLS. Client certificate is the same as https://api.seamly.ai
• New: Allow to have multiple default service which will be tried in order. This allows you to route more dynamically between services.
• Fix: Uploads triggered by messages are now properly validated
• New: [ZenDesk] Add support for passing phone number in a chat
• Fix: [Inbenta] Fix bug where sessions would not be correctly resumed after the token expiry
• 15 minor fixes and improvements

• New: Add support for the *Zendesk chat* service
• New: user timezone is now available in context
• New: variable transform to toplevel objects now work
• New: [Kubion Iris] Add support for file uploads
• [DCX] Improve logging of request failures so issues can be debugged more easily
• Fix: Normalize all conversation call timeouts. This should make conversations less error-prone
• Fix: Accept correct content-type for all rest calls
• Fix: Prevent a service attach loop which in some edge cases would result into Seamly hammering the back-end service
• Security improvement: all database connections now use TLS

• New: Add support for *messaging*.
• New: Add support for conversation hibernation which means we have encrypted long-term storage of conversations which take place with identified users.
• New: File uploads have a max age, this means they can exist longer than a conversation
• New: Add support for context hooks. You can now fetch external data that updates the context.
• New: Add a Resume conversation prompt after a user has returned to a conversation after a set threshold
• New: Upload entry request, a message can now ask for a certain type of answer (Text or Upload). Only works with version 13+ of the WebUI
• New: [Parley] Add support for queue availability status. So we can queue users if wanted
• New: [Kubion Iris] Add support for list outputs
• New: [Kubion Iris] Add support for choose again in choices
• New: [Azure Bot Direct Line] Using an expectedEntry entity you can request a specific type of input
• Change: [Azure Bot Direct Line] Uploads are uploaded using the Direct Line API instead of just an URL
• Security improvement: all (api) requests are now rate limited. This lessens the risk of brute force attacks on uploads
• Security improvement: updated the certificate storage for all intermediate CA’s
• Security improvement: file uploads are now authenticated in the client and for the agent before they can be downloaded

• New: Allow routing to happen based on specific availability states. This allows us to route to services which are unavailable. Useful for services that allow queuing
• New: Add queueable availability state (only for supported services)
• New: Allow transforming of availability to services (only for supported services)
• Major improvement to synchronisation of history after reconnect
• New: [Kubion Iris] Add support for passing initial values on attach
• New: [OBI Chatbot] Add support for fetching FAQ categories based on metadata on last response.
• Security Improvement: Move error tracking to internal tracking software to prevent data leakage outside of EU
• Security Improvement: Use validated DH key exchange parameters (ffdhe4096)
• Fix: Personalisations with underscores in nested values would not be recognized

• Security Fix: Fix XSS issue with escaped user input
• New: Add support for *Kubion Iris* service
• New: [OBI Chatbot] Add support for FAQ’s
• New: Expose message timestamps to better synchronize history with clients
• Fix: [CoBrowser] Make survey work in combination with cobrowsing
• Fix: CORS headers would not be sent on error pages
• New: API now returns security headers (content-security-policy: default-src ‘none’, cross-origin-window-policy: deny, referrer-policy: no-referrer, x-content-type-options: nosniff, x-download-options: noopen, x-frame-options: SAMEORIGIN, x-permitted-cross-domain-policies: none and x-xss-protecteion: 1; mode=block) Score “A” on https://securityheaders.com/?followRedirects=on&hide=on&q=api.seamly.ai
• New: https://api.seamly.ai now returns a HTML page with our logo

• Release Seamly Web UI version 12
  • Add support for character limit
  • Add support for custom visibility logic in implementations
  • Add support for custom messages
  • A lot of bugfixes and minor improvements.
•  Add support for character limit (requires @seamly/web-ui version 12+)
• Fix: [Azure Bot Direct Line] Correctly remove padding after decryption
• Fix: [CoBrowser] Make surveys work with the changed CoBrowser API

• New: Add support for Obi Chatbot service
• New: Add Webhook hook handler. With a webhook you can do external requests on any trigger (when a service attaches, detaches, messages are sent or received, etc)
• New: Add hook trigger for received messages
• New: Add hook trigger for service attachment
• New: Add support for custom messages in Seamly and in Seamly UI. This feature allows clients which use services that support custom message formats to pass them to the UI.
• New: Add attach_failed_metrics to track how many times transfer from one service to another fails (due to unavailability or other errors).
• Fix: Make sure profile service settings work like normal service settings. This fixes an issue where schedules could not be set in profiles.
• New: [SalesForce] Allow passing of affinity_token and session_id to context store (so it can be used in hooks)
• New: [CoBrowser] Add support for surveys at end of conversation with agent
• New: [Azure Bot Direct Line] Add support for custom messages passthrought
• New: [Azure Bot Direct Line] Add implementation guide on how to create a custom chatbot in Azure Bot Framework that works with Seamly
• New: [Azure Bot Direct Line] Add support for file uploads

• [Parley] Change default end event to “closed_conversation” (can still be overridden in config)
• Add support for uploads in transcripts
• Add file uploads to metrics. We track extension and filesize.
• Fix: [SalesForce] Pass first written message as subject
• Fix: Make personalisation variables with escaped underscores work

• Seamly Web UI version 11
  • Add file upload support
  • Minor focus fixes
• New: Add secure *file upload support* to all livechat services
• New: [Parley] Faster initial connection with agent
• New: [LiveAsssist] Faster initial connection with agent
• Fix: Destroy hooks sometimes would not have access to the full history
• Fix: Prevent metrics from crashing when database is unavailable

• New: Add support for transcripts in all Hook triggers
• Fix: [DCX] Personalisation errors would not be retried and failed immediately
• Fix: [DCX] Pass context to DCX with FAQ clicks too
• Fix: [DCX] Make T-Dialogs from FAQ clicks work
• New: [DCX] Add support for T-Dialog returnEvent
• Fix: [PureConnect] Make empty avatars work
• Fix: [LivePerson] Fix availability check with invalid http response
• Seamly Web UI Version 10
  • Add support for cobrowsing in UI (needs service specific implementation)
  • Improve idle timer display (“1 minute and 30 seconds” instead of “90 seconds”)
  • Expose idleTimer.start and idleTimer.stop events
  • Publish official documentation site: https://developers.seamly.ai/clients/web-ui/ 

• Security fix: [PureConnect] Sanitize Agent input to prevent XSS attacks on clients
• New: [Azure Bot Direct Line] Add support for variable transforms on event activities
• New: [Azure Bot Direct Line] Add support for AES128 encrypted events
• New: [DCX] Add support for extended session times in DCX (enabled by default)
• Fix: [LivePerson] Don’t crash when receiving messages after detach
• Fix: [CoBrowser] Send correct close message to agents so reporting will work correctly
• Fix: [CoBrowser] Ensure forwardcompatibility with new versions of CoBrowser platform
• New: [CoBrowser] Setup of cobrowsing/screen sharing feature in CoBrowser (require Web-UI version 10 or higher)

• New: [Parley] Pass transcript as a transcript message instead of separate messages
• Fix: [PureConnect] Don’t crash on availability error responses from PureConnect
• New: Store wether user has responded in conversation duration metrics so we can filter interactive/idle times based on that.
• New: Store metadata in service attach metrics so we have transfer status in storage
• New: Store (a sanitized version of) the url with attach metrics
• New: Store client_disconnected as a different end reason than client_ended to improve metrics
• New: [DCX] Pass outside_schedule as context whenever the service is outside of a defined schedule
• New: [Inbenta] Pass outside_schedule as context whenever the service is outside of a defined schedule
• New: [CoBrowser] Correctly end session with reason agent_unavailable whenever you try to connect to an unavailable campaign
• New: [SalesForce] Correctly end session with reason agent_unavailable whenever you try to connect to an unavailable button_id

• Seamly Web UI version 9.0:
  • New: Only resume chat in new window when user has sent a message to a conversation
  • New: Add support for programatically initialise and destroy chat window instances making the UI easier to use within SPA’s
  • New: Add support for FAQ’s collapsing on user response
  • Security fix: Escape HTML the user enters before we inject it into the DOM. Fixes a potential XSS issue.
• New: Add support for CORS limit per account (default is to allow on all origins) (requires client version 9.0)
• New: [DCX] Pass referer header to all requests in DCX so it will show up correctly in CX’s logging
• Complete overhaul of metrics handling. We can no store arbitrary metadata with metrics and query them too. This allows us to generate custom graphs per account.  Metrics are now also relatable to the service/schedule availability allowing us to answer questions like “How often did a user give negative feedback while there should have been availability according to the schedule but there wasn’t”

• New: Add *Genesys PureConnect* service
• New: [DCX] Allow setting of custom delay for the feedback question
• New: [DCX] We can now pass the sessionID to context (for tracking if required)
• New: [Inbenta] Allow setting of custom delay for the feedback question
• New: [Parley] Base agent availability on their mode too
• New: [Parley] Send user disconnected message as system message
• New: [Parley] Make end event configurable (default is now finished_conversation)
• Fix: [Azure Bot Direct Line] Fix unexpected websocket disconnect reconnection logic

• New: Add *Microsoft Bot Framework* Direct Line service
• New: Metrics for feedback presented and feedback scores
• New: Custom per client Metrics metadata
• New: Metrics on time spent in idle/interactive per service and profile
• New: Transfer reason are now available in transfer metrics
• Fix: [DCX] Also fetch the same amount of related FAQs when retrieving FAQs
• Fix: [Parley] Ignore empty welcome messages
• Fix: [Parley] Send out participant information before first message
• Fix: [Parley] Make profiles with spaces in name work

• New: [CoBrowser] Implement passing browsing urls during conversation
• New: Add *Parley* messaging service
• New: [DCX] Allow FAQ’s to be sent on all messages not just start events
• New: Add idle warnings including end conversation timeout
• New: [CoBrowser] Implement peekahead for typing indicators
• New: Implement peekahead for typing indicators (only on supported services)
• New: Add support for passing extra transfer metadata including from service to the next service

• New: [LiveAssist] Add support for sending context data to the Live Assist Context Store
• Fix: Correctly assign IP-address information with running conversations
• Fix: [Inbenta] Better handle API errors for the user

• New: Info messages (currently only in LivePerson and LiveAssist
• Fix: Increase stability of running conversations connected to temporary slow services
• Fix: [Inbenta] Keep the FAQ question in the history
• New: The UI now shows different button/header based on wether or not the client has an active conversation open

• New: Only allow choose again when more than one choice is available
• New: Allow to run hooks based on messages and their metadata
• New: All bot services now have support for opening links in new tabs
• Fix: [LivePerson] Fix case where agent information would be sent again and again causing scroll issues in the front-end
• Fix: [Inbenta] Speed up initial session creation
• Fix: [SalesForce] Make dealing with errors in the SF API more robust

• New: Add option to hide privacy disclaimer after X seconds
• Fix: Don’t crash metrics on unexpected input
• Fix: [DCX] Add support for images as choiceprompts
• Fix: Increase max number of allowed file descriptors
• Fix [DCX] Regression in quick replies

• Fix: [DCX] Don’t break when user enters more than 1000 characters in question

• New: time based variable conditions (for context transforms)
• Zero downtime deploys

• Fix: Proper fix for transfer metrics
• Fix: [SalesForce] Idle messages were not sent correctly after choose again update
• New: [LiveAssist] Add support for LiveAssist max wait time. This setting is useful if you don’t want people to go into a queue that will take a long time.
• Fix: [LivePerson] Fix edge case where messages would not be properly sent
• Fix: [SalesForce] Various bugfixes, mainly broken handover scenarios

• New: Allow to pass configurable metadata when doing handover
• Fix: [CoBrowser] Fix issue when too many messages would have been sent at once
• Fix: Metrics would not count transfers correctly after choose again update

• New: FAQ is now a core feature that can be enabled in UI
• New: Add support for choose again functionality in supporting services (currently DCX)
• Fix: Poll external services only once every 15s instead of every 0.5s
• Fix: [Inbenta] Feedback storage doesn’t work
• Fix: [DCX] Sometimes we would get errors from their API, we will now log them properly
• Fix: [SalesForce] Fix handling of warnings
• Fix: [SalesForce] Fix handling of switching servers in availability

• New: [Metrics] Store availability over time
• New: FAQ is now a core feature that can be enabled in UI

• New: [Metrics] Store amount of transfers including originating kbaID (DCX only) per account

• Fix: Log correct IP address in context
• Fix: Trying to go to a unavailable service now gives an error in the front-end
• Fix: [DCX] handle DCX api errors better

• New: [DCX] API URLs can now be configured instead of automatic selection.
• A lot internal fixes we found by better monitoring through Sentry. These should increase stability for all customers.

• New: [UI] Privacy disclaimers (must be styled and implementend per client)
• New: [Hooks] Trigger hook based on service transfer (detach_service hook) This is useful to do something when a user has been transferred from bot to agent and vice-versa.
• New: [Hooks] Send e-mails when something happens
• New: [Hooks] Make hooks conditional (only trigger the hook when certain variables are set for instance)
• New: [Core] Keep track of connected services in context so you can for instance only trigger a hook when a user had been connected to live chat, but also pass this info on to other services through context/variables
• New: [DCX] Pass page referrer to DCX service so it’s in DCX reporting
• Internal stuff
  • Deployment of UAT environment
  • Improve code quality by formally checking code style (also added docs about this)
  • Improve memory consumption by tweaking GC
  • Setup error tracking/logging in Sentry

• Fix: [Inbenta] Add support for MaxRelatedContent
• Fix: [SalesForce] Disable queueing
• Fix: [SalesForce] Use first actual user input as subject
• Internal stuff
  • Metrics

• Fix: [Core] Increase number of http handlers from 50 to 1000
• Fix: [Core] Make sure we log the correct timeout errors

• New: [Hooks] Add a service_detach hook in where we can hook into switches between services
• New: [Salesforce] Add support for idle warnings and finally en connection after timeout
• New: [UI] Add an official Window API that clients that have the default UI can use
• Internal stuff
  • Add SalesForce service documentation

• Change: [Core] increase disconnect grace timeout to 60s
• Minor bugfixes

• New: Add LiveAssist livechat service
• New: [Core] Pass transfer reasons when we transfer from one service to the other
• Security: [Core] All user input is now sanitized to plain text only
• Fix: [Inbenta] Make related contents work
• New: [Inbenta] Support button lists in dataFields
• New: [DCX] Get transfer reason in the transfer_reason context.
• New: [DCX] Pass User-Agent header to DCX so device recognition works in CX again

• New: [Inbenta] Add support for personalisation
• Fix: [Core] Destroy hook was broken

• New: Add Inbenta chatbot service
• New: Schedules for availabilities, works with weekdays and specific dates
• New: [SalesForce] Add support for typing indicators
• New: [SalesForce] End chat when user disconnects
• New: [SalesForce] Optionally announce participant
• New: [DCX] Add support for personalisation
• New: [DCX] Allow start_event to be empty
• New: [CoBrowser] Add support for avatar images
• New: [UI] Provide translations for NL (formal (u) or informal (je/jij)), EN and ES (informal) by default
• New: [UI] Added support for slide-in/modal Chat window
• Fix: [Core] Buffer messages that are sent before there is a service. So we won’t lose input.
• Internal stuff
  • Restructure Conversation participant handling so we can now send out participant updates more cleanly
  • Replace DCX message parser
  • Handle dialogoption clicks as separate actions

• New: Add LivePerson chat livechat service
• New: [UI] Handle network disconnects gracefully
• Fix: [UI] Keep last dialog option available for clicking when loading from history
• Internal stuff
  • Add API versioning
  • Rewritten configuration management in preparation for database based configs

• Fix: [DCX] Stop loader when we get empty responses from DCX
• Fix: [Security] Only allow TLS1.2 and TLS1.3 with secure ciphers
• Fix: [Security] Implement HSTS
• Internal stuff
  • Prepare for metrics deployment
  • Add HTML to markdown parser

We’ve been busy the past few weeks! This release contains the following changes:

• New: [Core] Conditional context transforms! With this feature, we can set variables/contexts based on the value of other variables. For instance, we can set a SalesForce record_id based on the Country variable.
• New: [Core] Added user remote IP address to environment context. This means that you can now pass it along to other services.
• New: [DCX] Feedback is no longer a requirement. If it isn’t configured, it won’t be triggered.
• New: [DCX]: Remote IP address is now passed to DCX.
• New: [SalesForce] Passes configured avatar URL.
• Fix: [CoBrowser] Fixed a bug where we just crash on request timeout, even though requests are designed to time out.
• Fix: About 15 various minor improvements and fixes.

In this version, we’ve added the following:

• New: Support for FAQ (depending on the front-end)
• New: Support for unread messages
• Fix: When transferring a user to the next service, DCX messages are now sent correctly prior to the transfer.
• 8 minor to major bugfixes