Welcome to our weekly Release Notes, with the latest updates, features and fixes to the Logicalware CX platform.
Facebook Recommendations
Facebook Recommendations are now included with the Facebook integration. Following the transition from Reviews to Recommendations, Facebook Recommendations previously were not received into Logicalware CX. Recommendations are now received alongside all other Facebook activity, including wall posts, comments, replies, messages, etc.
Recommendation tickets show the message and whether it is a positive or negative recommendation.
Print Timeline into PDF
Print and export a timeline as a PDF document instead of sending through an email.
Originally the ‘Print Timeline’ option from the ‘Timeline Options’ would open and display a PDF version of the ticket instantly for the user to download, print, or copy and paste.
This was very resource intensive, and so the ‘Print Timeline’ tool has been improved to use fewer resources and email the PDF to the user’s email address when complete.
This has been further improved so an email can be received to the user’s email address and also a notification displayed in Logicalware that the user can click to view, download or copy and paste as before. The downloadable PDF is opened in a new tab from the link provided in the Logicalware Notification for the user’s convenience.
Added PMI Support
.PMI file types can now be attached and sent via email.
Previously .PMI files could not be attached as email attachments. This was a minor bug reported by a single customer. There were few occurrences where this file type was required, but it has been fixed for those who require this file type.
Puzzel Integration Fix
Glitch in Puzzel integration that pushed continually after resolving a ticket is resolved.
Nexmo Integration Fix
Created fallback for Nexmo integration that did not display phone numbers.
Select All or Select None for Team Roles in Settings
Small UI update to make setting up teams and assigning users the correct roles quicker and easier. All users can be added and removed for Team Roles in Team Settings.
‘Select All’ and ‘Select None’ buttons are now available for team roles shown in the Teams Settings Edit page, making it quicker to bulk add users to a specific role.
Super Stop Ticket Rule Option
There is a ‘Stop Checking’ Ticket Rule option that overrides Rule Group ‘Stop Checking’ option. There is now an option when setting up a rule to prevent received Tickets from being checked against the conditions for further Rule Groups once the conditions for this Ticket Rule were met.
The icons that display if a Ticket Rule and Rule Group had ‘Stop Checking’ enabled have also been updated.
Before this update, the Ticket Rules had the option to “Stop Checking Further Rules if the Conditions of this Rule are met” enabled. This would mean that once a Ticket met the conditions for a Ticket Rule, any Rules not yet checked would be ignored. E.g. if you have a Spam Rule, you could place this at the top of your Ticket Rules with ‘Stop Checking…’ enabled and ensure it was treated correctly as spam, as no other Rules that might assign this Ticket to a team or user will be checked.
Rule Groups also have a similar option to ‘Stop Checking Further Groups if the conditions of this Group are Met.’ This did the same thing for the same purpose but only applied to Rule Groups that contained Ticket Rules.
If a Group did not have ‘Stop Checking’ enabled and a Ticket Rule within that Group did have “Stop Checking” enabled, what would happen is other Rules within that Group wouldn’t be Checked, but other Groups and Rules within those other Groups would still be checked. This meant either a Ticket would meet the conditions for a Rule Group and stop, regardless of whether this Ticket met the conditions for any of the Rules within that Group or a Ticket would meet the conditions for a Group and not stop, even if the Ticket met conditions for rules within that Group.
This update allows for Rule Groups to not have ‘Stop Checking…’ enabled to ensure other Rules and Groups can still be checked if a Ticket does not meet the conditions for any of the Rules within the Group, but if a Ticket does meet the conditions for a Rule within this Group, if “Stop checking further Rules and Groups,’ or ‘Super Stop’ is enabled, that Ticket will not be checked against further Rules or Groups giving Users better control and versatility of how Tickets are assigned and Rules are maintained.
If you have additional questions about implementing these changes or find bugs in your platform, contact support@logicalware.com.
