Appearance
Product Updates: February 17, 2025
AI Agent
Add Button Message in Task Workflow Feature Background
Function Background
The AI Agent encounters issues with inaccurate information collection. To improve the collection accuracy in text scenarios, a new button selection feature is introduced.
Feature Description
a. In the Task Workflow → Chat Collection Node, when the variable type is "Enumerated Value," the button feature can be enabled.
b. Button messages support multiple languages and will display the corresponding language text based on the visitor's language.
c. Visitor-side Button Interaction Effect:
Multi-language Support for Task Workflow Variables
Function Background
This capability aims to improve the efficiency of variable collection configurations in multi-language scenarios.
For example, a game company needs to configure a "Equipment Retrieval" process serving China, Japan, and the U.S. markets. When collecting the equipment name, simplified Chinese, Japanese, and English are required. Previously, three variables would have to be created, but now the configuration can be done within a single variable.
Feature Description
When configuring variables for task workflows, support is provided for directly configuring multiple languages within a single variable.
New Regex Validation for Task Workflow Variables
Function Background
This validation addresses the accuracy of variable collection.
For example, if a visitor provides a 12-digit phone number when 11 digits are required, and regex validation is enabled, the system will automatically check and prompt the visitor to correct the input.
Feature Description
When the variable type is character or number, "Regex Validation" can be applied to the collected variable.
Large Model Judgement of Intent to Transfer to Agent by Reviewing Last 5 Messages
Feature Description
In the AI Agent, when the "Large Model Judgement of Intent to Transfer to Human Agent" rule is triggered, the system will review the last 5 messages from the visitor to assess the intent for transfer. This avoids the issue of inaccurate judgment based on a single message.
Chatbot
Multi-round Transfer to Human Button Adaptation for Third-Party Channels
Feature Description
When the "Transfer to Human Button" is triggered in a multi-round process, third-party channels will also display the transfer button or prompt to transfer to a human agent.
Multi-round Process Supports Jumping to a Specific Mini Program Page
Feature Description
In the WeChat environment, when triggering a multi-round process, the robot's reply can be configured with a link to a specific mini-program page. Clicking the link will directly jump to the designated mini-program page.
Live Chat
Customer Group Rules Add Customer Level
Function Background
In the online reception scheme, there was no way to group customers based on whether they are VIPs.
Feature Description
Add customer level field to customer group rules.
Support Selecting Large Model Robots for Reception in FAQs
Function Background
In the FAQ, enterprises could select which robot would handle customer conversations, but it didn’t support large model robots.
Feature Description
When customers enter a conversation, they can now select AI Agents for reception.
Extend Timeout to 60 Minutes for Online Agent Conversations
Function Background
The enterprise has a requirement to assess agent response time, and the enterprise's expected response time is generally quite long.
Feature Description
a. Live Chat → Settings → Chat → Timeout Settings → Response Timeout Prompt Setting.
b. Agent timeout reminder time: changed from a maximum of 4 minutes to a maximum of 60 minutes.
c. Customer timeout reminder time: changed from a maximum of 4 minutes to a maximum of 60 minutes.
Extend Timeout Warning to 24 Hours for Online Agent Conversations
Function Background
a. Some customer public opinion groups have a long response time and do not require a minute-level response.
b. The current maximum response time for alarms is 60 minutes.
Feature Description
The "Response timeout alarm duration" has been changed from a maximum of 60 minutes to an additional "hour" option, with a maximum configuration of 24 hours.
View Old Service Summary in Console Chat Record
Function Background
a. In the new Console, only the new service summary is visible.
b. After an enterprise completes a legacy service summary through the online agent workstation, the conversation record in Console only shows the new version of the service summary component, making it impossible to view the results of the legacy service summary.
Feature Description
Service summary results corresponding to the version submitted in the conversation record will be displayed.
New Encryption Mode Configuration Item Added to Channel Security Settings
Function Background
a. In addition to the current "Signature Encryption" method, there is a more secure "Token Encryption" method. However, the "Token Encryption" integration only supports backend configuration.
b. When enterprises use the "Token Encryption" method, two scenarios are not supported:
The encryption method is set based on the channel: external customer service requires encryption, but internal SSC scenarios do not.
Error message customization is not supported: for example, adjustments made previously for KuaiShou.
Feature Description
Considering the scalability of the encryption solution, the channel security settings have been adjusted to "Encryption Strategy," allowing different encryption schemes to be configured per channel.
Legacy Console Supports Viewing Messages in Chat Records
Function Background
a. The new version of Console allows the viewing and assignment of messages through the "Submission Record" module.
b. The legacy Console cannot view messages submitted by customers. In the legacy version, "unprocessed" messages are marked as "unfinished," causing them not to appear in conversation records.
Feature Description
The legacy Console has added the "Generate New Message Time" configuration item. When customers submit a message, a conversation record is generated. If the message exceeds the "Generate New Message Time," the "message conversation" is automatically marked as "ended," allowing administrators to view customer-submitted messages in the conversation record.
Third-Party Channel Menu Message Logic Optimization
Function Background
For some third-party channels (e.g., WeChat customer service, WhatsApp), when multi-rounds, group reception, satisfaction ratings, etc., are triggered, the channel's menu messages are used to collect customer feedback. After receiving a menu message, customers may click the menu or reply directly. This can lead to unfriendly scenarios in some cases:
a. In the first conversation, a menu message prompting skill group selection is pushed, but in the second conversation, the customer clicks on the menu message. Since the context is based on the conversation dimension, the click cannot match the skill group selection logic, and the robot's Q&A logic is executed instead. The robot will use the menu ID (a series of numbers) to ask, but this is not the appropriate scenario.
b. For WeChat menu messages, there is a bug that prevents the menu message from being returned after the customer clicks it, and only text content is returned. For example, the menu message is a satisfaction survey with options "1. Satisfied, 2. Not satisfied." If the customer clicks "1," and the menu message is not pushed back by WeChat, it will be considered as the customer sending the message "satisfied," leading to the satisfaction rating not being recorded.
Feature Description
a. Functional scope: Group reception, satisfaction evaluation, multiple rounds, WeChat menu messages
b. Applicable channels：WeChat Official Account, WeChat Agent
c. When customers trigger a menu message, the bot will reply according to the user's menu selection. If the customer clicks a menu from a previous conversation, which cannot match the context, the bot will provide guidance or reply accordingly.
Agent Workbench Supports Translating Messages Sent by Agent
Function Background
Agents use a translation assistant to handle clients speaking multiple languages. However, after some time, they may not recognize the messages they have previously sent to clients. Therefore, they wish to have a translation function for messages they have sent.
Feature Description
Hover over a message to click and translate the agent language.
Rule Engine
Webhook Callback Adds contact id, trigger id, ext Transmission Fields
Function Background
Webhook is primarily used for integrating user system data with the Sobot system. Currently, the callback cannot transmit core user-side information, resulting in an incomplete data chain.
Feature Description
a. The webhook callback now includes the following fields.
Contact ID: The ID passed when triggering the webhook.
Trigger ID: The canvas ID that triggered the webhook.
Ext: The transmitted information that will be returned as provided by the user in the callback.
Adding Line Application
Function Background
a. Many enterprises in the gaming industry believe that the best conversion is through Line when conducting private domain operations using Line, WhatsApp, and Messenger. Some enterprises require sending strategy messages to newly created players at a fixed time each day.
b. The rule engine currently supports tasks via WA and outbound calls but does not support triggering through Line.
c. To meet the needs of gaming private domain scenarios, the rules engine needs to add Line as an application, supporting scheduled and recurring tasks to improve conversion.
Feature Description
a. Add Line to the rule engine.
b. Line supports customizing sending content and sending time.
Voice
Admin Console｜Voice｜Setting｜Call Skill Group & IVR Flow & Call Function Setting & Satisfaction Templates, New Voice Style Setting Feature
Function Background
In an internationalized environment, some of the text-to-speech capabilities related to smart voice broadcasting during calls need to be adapted to the voice output of multiple languages. For example, if a company operates in both France and Germany, the skill groups and IVR flows corresponding to each country can be set with voice style outputs in French or German for announcements.
Feature Description
a. Voice Style Setting
Supports 21 languages, with at least two language styles for each language. For example, Malaysian supports both male and female voice styles.
Allows settings for audio volume and speech speed.
Supports text-to-speech preview to help agents debug language styles.
b. Adds a skill group-level voice style setting in the call skill group, where the queue prompt, missed call prompt when transferring to skill groups, and agent-side text-to-speech prompts will follow the voice style settings within the skill group to generate audio.
c. In the IVR flow, the original voice style setting for specific nodes is optimized and upgraded to support more languages and styles.
d. In the call function setting, a new voice style setting is added. The incoming call routing includes external agent memory, system no-answer prompts, unmatched routing prompts; and for call function settings, such as agent-side hang-up prompts, missed calls on agent side, customer-side prompts when agents answer, third-party call transfers, and background waiting sounds, all follow the voice style setting to generate audio.
e. In satisfaction evaluation, voice style settings for lead-in phrases, success completion prompts, and failure completion prompts are optimized to support more languages and styles.
Note: Historical text-to-speech audio will still follow the original audio logic, but if the Call Skill Group | IVR Flow | Call Function Setting | Satisfaction Template is resaved | edited, the new voice style settings will be applied.
Admin Console | Voice | Record | Call Records, Added Delete Recording Operation in List
Function Background
In an internationalized environment, different countries have different compliance requirements for customers, and there are cases where enterprises request the deletion of historical communication records. Therefore, a new delete call recording operation capability is added.
Feature Description
Admin Console | Voice | Record | Call Records, added a delete recording operation in the list.
Agent Workbench|Phone Bar, New 'Resume|Pause Audio Recording' Operation
Function Background
In international environments, customer information compliance is particularly important. The call center has the capability to record calls with customers and retain the data. However, in compliance scenarios, certain countries|regions require customer consent before recording the call. Calls where consent is not given cannot be recorded.
Feature Description
a. Admin Console | Voice | Setting | Number Management, a new call recording feature setting is added to the trunk numbers. This setting allows for different number services to configure whether calls should be recorded and whether agents are allowed to control the recording operation.
b. Agent Workbench|Phone Bar, new "Resume|Pause Audio Recording" operation, agents with the appropriate permissions can choose whether to record audio for ongoing calls.
- The audio recording can be resumed or paused multiple times during the same call. Any portion of the call that is not being recorded will be played back as silent audio.
Admin Console | Voice | Setting | Bot Admin, Added Affiliated Organizational Structure
Function Background
Previously, the robot had no organizational structure permissions, so when viewing robot-related reports, all robot data was visible.
Feature Description
Admin Console | Voice | Setting | Bot Admin, Added Affiliated Organizational Structure.
Note: Historical inbound robots (General Version) organizational structure has been automatically adjusted to the head office.
Admin Console | Voice | Setting | Bot Admin | Intentions, Optimized Intent Rule Judgment Logic
Feature Description
a. Based on user data and feedback, we have removed the intent rule judgment conditions that were rarely used in the main call intent rules: Hang-up party, Call duration, Customer reply keyword inclusion.
b. We have optimized the judgment values for the three rules of "Transfer to Agent," "Transfer to Third-Party Number," and "Transfer to Third-Party System" as follows: Not Transferred, Transferred.
For historical data, we will clean up the old values of "Transfer Answered" and "Transfer Not Answered" and standardize them to "Transferred."
Voice | Call Records, Added Data Display Based on Robot Organizational Permissions
Function Background
The original robots lacked organizational structure permissions, which meant all robot-related data was visible in the reports.
Feature Description
Agents can view robot data from their department and lower-level departments.
Note: As historical robot departments are automatically adjusted to the head office, agents from departments lower than the head office can still view robot data in past records. However, after the feature goes live, they will not be able to see robot data. Administrators can adjust robot organizational structures as needed.
This involves robot structure permissions for: Admin Console | Voice | Call Records & Agent Call Details & Bot Call Records and Agent Workbench | Record | Me-involved call & My Skill Group Call & My Department Call & Call Loss Management & Voice Msg Management.
Admin Console | Voice | Setting | Outbound Number Scheme, Menu Position Adjustment & Number Component Style Optimization
Feature Description
a. The original "Admin Console | Voice | Setting | Outbound Routing | Dynamic Outbound Number Scheme" has been moved to Admin Console | Voice | Setting | Outbound Number Scheme.
b. New usage scenario: Support for selecting Call & Outbound Robot (Universal Version), the Outbound Robot (Universal Version) is currently in grayscale testing (Expected to be launched in Q2) and will not be available before its official launch. Therefore, it is recommended not to select the outbound robot scenario. By default, the call scenario is selected.
Admin Console | Voice | Setting | Calling Trigger, New Trigger Conditions
Function Background
The call trigger lacked robot-related trigger conditions, which prevented automatic application of post-call SMS and ticket creation in robot-handled business scenarios.
Feature Description
a. Under "Call End Trigger Event," new trigger conditions have been added: "Call Type" and "First Answering Robot" trigger conditions. Supports selecting call types such as All, Inbound, Outbound, Click-to-Dial, and Outbound Voicebot (Multiple selections supported).
b. Supports selecting First Answering Robot (Inbound Voicebot General Version) as a trigger condition (Multiple selections supported).
Admin Console | Voice | Setting | Outbound Routing | Display Rules, Number Component Style Optimization
Feature Description
In the number component filter, only numbers with an "Enabled" status (default = enabled and non-editable) will be displayed.
Admin Console & Agent Workbench | Call Records | Business Records | Call Record Details, Support Clicking 'Details' to Expand Full Call Record
Feature Description
Previously, the "Details" section only showed partial call information, making it impossible to reflect the full communication data. Now, the optimization includes: Custom data, Basic information, Time|Duration, Results, Service Summary, Voicemail, IVR Track, Skill Group Track data.
Agent Workbench | To-Do | Task Execution Popup, New Internal Knowledge Base Tab
Function Background
Previously, the Agent Workbench | To-Do | Task Execution page did not include any references to the Knowledge Base, making it hard for agents to quickly search for knowledge content during task execution, reducing efficiency.
Feature Description
The Agent Workbench | To-Do | Task Execution page now includes a new tab for the internal knowledge base. This allows agents to quickly search knowledge content to answer customer questions while performing outbound tasks.
Admin Console | Voice | System | Docking Page, Added Support for Full Network Addresses with Http: Format
Function Background
The original Admin Console | Voice | System | Docking Page did not support Http: formatted network addresses, requiring businesses to adapt the web specifications.
Feature Description
The Admin Console | Voice | System | Docking Page now supports full network addresses with the Http: format.
Developer Documentation | Voice Product API | Call Center V6 | Data Service API | Query Call Main Account, Added 'Customer Nickname' Field in API Response
Feature Description
Developer Documentation | Voice API | Call Center V6 | Data Service API | Query Call Main Account now includes a new "Customer Nickname" field in the API response.
Developer Documentation | Voice Product API | Call Center V6 | Data Service API, Added "Data Event - Outbound Task Detail Save" Push Event
Feature Description
Developer Documentation | Voice API | Call Center V6 | Data Service API now includes a new "Data Event - Outbound Task Detail Save" push event.
Voice | Agent | Custom Dashboard, Template Library Adds “Agent Inbound Satisfaction Analysis” Custom Dashboard
Feature Description
Column Dimension Data Indicators: Inbound Agent Answer Count, Incoming Invite Evaluation Count, Incoming Key 1 Evaluation Count, Incoming Key 2 Evaluation Count, Incoming Key 3 Evaluation Count
Voice | Skill Group | Custom Dashboard, Template Library Adds “Skill Group Inbound Satisfaction Analysis” Custom Dashboard
Feature Description
Column Dimension Data Indicators: Inbound Skill Group Count, Invite Evaluation Count, Key 1 Evaluation Count, Key 2 Evaluation Count, Key 3 Evaluation Count
Voice | Bot Call Reports, Renamed to “Inbound Voicebot”, Supports Data Permission Isolation, API Synchronized Adjustments
Feature Description
a. Bot Call Reports, renamed to “Inbound Voicebot”, and the API is also renamed.
b. New data permission isolation: Agents can view robot data from their department and lower-level departments.
c. Note: For historical users who have already created robots, their department is adjusted to "Headquarters." As a result, agents in lower departments may still see robot data from their historical records, but once the feature is live, they will not be able to see robot data. In this case, administrators can adjust the robot organizational structure based on business needs. Important!!!
Admin Console | Voice | Settings | IVR Flow | Robot Node, Supports Referencing AI Agent
Feature Description
a. The robot node adds a model category: Inbound Robot (Large-Model Version).
b. Administrators can go to the Large-Model Robot product module to create and configure a large-model robot. After creation, they can go to Call Center | Settings | IVR Flow | Robot Node to select the configured large-model robot for reference and configure the concurrency (must be purchased separately). It supports bi-directional parameter (variable) transmission between IVR parameters and large-model robot parameters.
c. For example: If a customer ends the conversation with the robot directly, the “Variable A” will be assigned to “Hang up”, If the customer ends the conversation with the robot by transferring to an agent, “Variable A” will be assigned to “Transfer to Skill Group 00001 (Skill Group Number)”. The subsequent process can branch based on the value of "Variable A."
Admin Console, Added Outbound Robot (General Version)-Grey Release-Expected to be Launched in Q2
Feature Description
This feature is in the gray release and is currently unavailable, as follows:
a. Admin Console | Voice | Statistics | Phone Number, added usage scenario filter, supports filtering: Call, Outbound Voicebot (General Version) Data.
b. Admin Console | Voice | Record | Call Records, robot filter field, supports filtering: Inbound Voicebot, Inbound Large Model Robot, Outbound Voicebot (General Version) Data.
c. Admin Console | Voice | Record | Bot Call Records, robot filter field, supports filtering: Inbound Voicebot, Inbound Large Model Robot, Outbound Voicebot (General Version) Data.
d. Admin Console | Voice | Setting | Bot Admin, list of robot type filter fields, supports filtering: Inbound Voicebot, Outbound Voicebot (General Version) Data.
e. Admin Console | Voice | Setting | Bot Admin, test the voice test function of the module.
Voice for Sales
Agent Workbench | To-Do | Task Execution Popup, New Knowledge Center Tab
Function Background
Previously, the Agent Workbench | To-Do | Task Execution page did not include any references to the Knowledge Base, making it hard for agents to quickly search for knowledge content during task execution, reducing efficiency.
Feature Description
The Agent Workbench | To-Do | Task Execution page now includes a new tab for the internal knowledge base. This allows agents to quickly search knowledge content to answer customer questions while performing outbound tasks.
Support for Recognizing Indonesian Customer Intentions During Calls
Function Background
To cover Indonesian language communication scenarios, the outbound robot needs to have Indonesian intent recognition functionality to break down language barriers.
Feature Description
When creating a new robot, the language selection now includes "Indonesian."
Ticketing
Comprehensive Upgrade for Ticketing SLA
Function Background
a. After changes to ticket fields, categories, or handling agents, the SLA (Service Level Agreement) can now be re-timed to match the current ticket conditions.
b. More SLA targets have been added, allowing agent performance to be assessed from more dimensions, improving customer satisfaction.
Update Details
a. “First Response” renamed to “First Reply” . In the system, the original definition of "First Response" has always referred to the first reply. The name change is to make this clearer.
b. The "Processing Time" field in the Ticketing list is displayed more clearly. The time displayed represents the remaining time, with six possible display forms:
- "--" means the ticket has no applicable SLA or all targets have already been responded to.
- Green when the remaining time > 15 minutes.
- Yellow when 0 < remaining time <= 15 minutes.
- "Now" when remaining time = 0 minutes.
- "-" and Red when remaining time < 0 minutes.
c. Added SLA processing time overview.
A new SLA processing time overview table appears in the top-left corner of the ticket details page.
d. Removed the "Processing Time" Field from the Ticket attributes sidebar.
e. Added SLA-related operation logs. (Only supported after the upgrade)
Please note that to use this feature, you must manually upgrade the SLA (see below), or no data will be available.
f. Added SLA conditions based on customer level and custom fields.
For this version, customer fields only support single-line text, multi-line text, single choice, and dropdown category fields.
Updated Data Statistics
a. After the upgrade, we will provide a brand new SLA statistical report, and there will be an entry to view the pre-upgrade data.
b. SLA data statistics will be recalculated based on the new method after the upgrade, and the previous statistics method will immediately stop. Therefore, SLA data for tickets that haven't been processed before the upgrade may show discrepancies, so we recommend upgrading at an appropriate time.
New SLA Target Definitions
a. Next Reply Time:
This refers to the time by which agent must respond publicly after the customer’s reply. The next reply time target is triggered only when there is a customer reply.
If the customer replies multiple times without a public response from agent, the timing for the next reply will start from the first customer reply.
b. Final Resolution Time:
This refers to the time when the ticket's status is last set to "Resolved" or "Closed" (by the agent, trigger, or API).
The final resolution time is a continuous process, as tickets can go from "Resolved" back to "In Progress," which may reactivate the ticket.
c. Customer Wait Time:
This refers to the duration between ticket creation and the time the ticket is resolved (status set to "Resolved" or "Closed").
The formula for calculating customer wait time is:
(Final Resolution Time) - (Ticket Creation Time) - Time spent in “Resolved,” “Closed,” and “Waiting for Response” states - Non-working hours (if SLA work hours are configured).
If the ticket is not resolved, customer wait time cannot be calculated. Additionally, customer wait time cannot be alerted as soon as it’s about to exceed the SLA, as the duration spent in the "Waiting for Response" state is entirely up to the customer.
d. Agent Work Time:
The duration of time that agent spends actively handling a ticket from its creation until the ticket is marked as "Resolved" or "Closed." Since tickets can transition from "Resolved" back to "In Progress" in certain scenarios, the agent handling time is a continuous process of timekeeping.
The formula is:
(Final Resolution Time) - (Ticket Creation Time) - Time spent in "New," "Paused," "Resolved," "Closed," and "Waiting for Response" states - Non-working hours.
If the ticket has not been resolved, agent work time cannot be calculated. Additionally, during the periods when a ticket is in the "Waiting for Response" or "Paused" status, which are beyond the control of agent, the agent handling time cannot trigger a time-out reminder.
Upgrading SLA
This upgrade is irreversible. Please make sure to read the precautions before upgrading.
Add an Interface to Change Ticket Customer
Default Field Settings for Ticket Views
Function Background
You can now set up the fields to display when creating a view, allowing users to get started immediately with the desired view configuration.
Feature Description
Ticket Category Reports Support Filtering by Skill Groups
Function Background
Support viewing category statistics by agents and skill groups.
Feature Description
The skill groups and agents refer to those who have processed the ticket, not the current ones.
Support for Uploading XLSM and XML
Feature Description
Except for the ticketing plug-in, other ways of creating tickets (including creating tickets by email) are supported.
Custom Queries Support a Maximum Time Span of 1 Year for Fuzzy Search
Function Background
This feature supports a broader data query range for greater convenience.
Feature Description
Verification Rules for Duplicate Ticket Creation Support Custom Fields
Function Background
When creating a ticket, the system will check if a similar issue has already been reported. If so, a warning will appear to prevent duplicate ticket creation, reducing the chance of multiple agents handling the same issue.
Feature Description
Currently, only single-line text fields are supported.
Admin Center
Multilingual Content Management
Function Background
You can set placeholders and associate them with content in multiple languages. These placeholders can be applied to field names, welcome messages, and other scenarios. Once set up, the placeholders will automatically be replaced with content in the customer’s language, improving communication efficiency.
Feature Description
a. Page Location
b. Add
The placeholder can be automatically generated based on the entered title. After creation, modifying the title will not change the placeholder.
You can select the language corresponding to this placeholder. If the desired language is not available, you can add it under “Admin Center — Company Account — Enterprise Info — Supported Languages.”
c. Features Adapted in This Version
Ticket View Name
Custom Ticket Status
Ticket Email Template
